Consumer complaint received 2025-10-01 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: GOLDMAN SACHS BANK USA
State: OH

Complaint narrative:
Apple Card refuses to resolve my dispute within a timely manner, stating they have XXXX days. In the meantime, theyve locked up my balance to the point that I couldnt even pay off my card and then use the full credit allotment. So XXXX of my available balance is being held up for XXXX of the year because I disputed XXXX transactions, from the same merchant, in XXXX. My current card balance is XXXX. My available credit is {$6.00}. My credit limit is {$1500.00}. I can not access that remaining credit until they resolve this dispute. I have brought this to their attention and they wont do anything. The merchants have not responded to the disputes. And Im not able to talk to the people who are actually working on it, goldman sachs refuses to make that department accessible to consumers. That department also does not ever call consumers with updates, questions, or any other possible concerns or clarification needed. I have not had an update in over XXXX days. I have sent multiple escalations over there. I never hear anything back. They were giving the merchant on XXXX of the disputes until XX/XX/XXXX to respond, today is XX/XX/XXXX and I have yet to get any kind of update via email. I did a little research and found out that this has been a continuous problem with Goldman Sachs, and that you issued a major fine for them last XXXX. It is now XXXX and nearly a year later and the problems continue to persist. I want to know that I will be protected if they refuse to rule the disputes in my favor, because Im not paying for it. I can not in good faith use this card outside of Apple purchases going forward because I do not have faith in their dispute process any longer. Its not a safe card. This is supposed to be my card for emergencies and Apple products, and now XXXX cant even use this card in emergencies because what if the number gets stolen? What if somebody takes the card? What if Im overcharged? Theres so many things that can happen, and I am not comfortable using this card any longer because they are not doing their part to resolve disputes quickly and efficiently. I have spent hours, not exaggerating, trying to resolve this multiple times over the last XXXX months. Today I spent XXXX minutes, and in total I probably spent XXXX hours or more on this. Thats an entire workday, but I dont get paid, just to try and gleam some kind of information about this process from their customer service representatives. Im hoping that if you send a notice over to them that perhaps it will improve the process, or otherwise fine them again. If for some reason, they choose to decline my disputes, is it so possible to enter the claimant fund? I can provide documentation. 

This was my original complaint. They have NOT released the additional funds from the second dispute. It has been over XXXX days. Thats XXXX months that I have not been able to utilize my full available credit limit. I am requesting that they complete the dispute investigation by the end of the first week of XXXX, or they issue the temporary credit as an available credit to use for purchases. The credit card issue declares that they responded and resolved my complaint, they did not.

Company response to consumer: Closed with explanation