Consumer complaint received 2026-06-06 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: FL

Complaint narrative:
I am filing this complaint regarding Apple Card, issued by Goldman Sachs Bank USA, and its handling of a billing dispute involving a merchant that failed to provide the service purchased and agreed to issue a refund that was never processed. Transaction Amount : {$310.00} I purchased a hair coloring service from a salon while visiting XXXX on XX/XX/year>. Before the service, I provided a clear reference photo and specifically communicated that I did not want blonde hair, warm tones, copper tones, or red undertones. The salon confirmed that my request was understood and achievable. After approximately five hours in the salon, I left believing the color was acceptable under indoor lighting. Within a few hours, it became apparent that the result was significantly different from what I had requested. My hair was blonde with warm tones, contrary to the instructions I had clearly provided. The salon acknowledged the issue and asked me to return for a correction. I returned on a second occasion, sacrificing my final day with family during my trip. During this second appointment, the salon attempted to correct the color with toner. The result was even further from the requested outcome, leaving my hair with a reddish-brown appearance. The final result remained materially different from the reference photo and from the service that had been promised. The stylist acknowledged that the color obtained was not what I had requested. I have photographs showing : 1. The reference image provided before the service. 2. The result after the first appointment. 3. The result after the second corrective appointment. Additionally, the merchant agreed to provide a refund but never processed it. I supplied evidence of this agreement during my dispute. I filed two separate disputes with Apple Card/Goldman Sachs . During the dispute process, I provided : * Evidence that the merchant agreed to issue a refund. * Evidence that the stylist acknowledged the result was not what was requested. * Photographs demonstrating that the delivered service was substantially different from the agreed-upon result. * Documentation showing that the merchant failed to process the promised refund. Despite this evidence, both disputes were denied. The denial letters did not adequately address the evidence that the merchant agreed to refund the transaction and failed to do so, nor did they explain why the documented failure to provide the agreed-upon service did not qualify for dispute protection. I am requesting that Goldman Sachs conduct a thorough review of the evidence submitted and reconsider the dispute. I also request an explanation of how the evidence demonstrating the merchants agreement to refund and failure to provide the contracted service was evaluated during the dispute process. I am seeking reversal of the {$310.00} charge.

Company response to consumer: Closed with explanation