Consumer complaint received 2024-02-20 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: ID

Complaint narrative:
On XX/XX/XXXX, I made a purchase at a XXXX, a live selling platform, in the amount of {$1100.00}, for XXXX XXXX XXXX. Approximately five days later, I receive the shipment from the merchant, but only received XXXX of the XXXX XXXX XXXX I ordered. Immediately, I submitted notification to the merchant about the missing cards, along with pictures of the missing cards. The merchants website states that shipments with missing cards are eligible for full refunds, so I requested a full refund with a return label to return the other XXXX cards. However, the merchant refuses to even acknowledge my request for a full refund in a series of emails and instead asked me to supply them with details Ive already supplied them with on multiple occasions. Upon this incident, I looked online and found that unfortunately, this merchant has a poor reputation. 

So, on XX/XX/XXXX, I submitted a dispute with the credit card I used to make this purchase with ( Apple Card, Goldman Sachs ). On XX/XX/XXXX, I received an email from the bank ( Apple Card, Goldman Sachs ) asking me to supply any evidence I have, which I sent on the same day, including screenshots of communications with the merchant and pictures of the missing items. Strangely, even though I sent in my evidence, on XX/XX/XXXX, I received another email from the bank asking me to supply any evidence I have. I contacted the banks customer service via their chat function, and they reassured me that they see the evidence Ive submitted and Im good to go. On XX/XX/XXXX, I receive an email notification from the bank stating that the dispute has been resolved in the merchants favor with the reason as The evidence we received shows the merchandise purchased was delivered undamaged or services purchased were provided as described. Obviously this reason contradicts the evidence I supplied, since I only received XXXX of the XXXX cards I ordered. So, I immediately contacted the bank, asking them to both reopen the case and supply me with the evidence that they reviewed, as I think they may have made a mistake or overlooked the evidence I sent in. They just reopened the case, but told me they cant supply me with the evidence because they dont have access to it and Id have to mail in a request, which is strange because everything else about the card is online, from the card, the statements, the support, and even the support told me on XX/XX/XXXX that they could see the evidence I supplied. When I opened the card, the main selling point about the card was that everything about the card lives on your phone, but apparently thats not the case.

In summary, the dispute was found in the merchants favor, with the bank stating the reason being that the merchant delivered the goods I ordered, however, that was not the case according to the evidence I supplied. Furthermore, the bank is making me mail in a request for the evidence they reviewed in this dispute, even Im pretty sure other banks dont require that, and everything else about the card is digital.

Company response to consumer: Closed with explanation