Consumer complaint received 2024-04-01 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: UT

Complaint narrative:
I enrolled in a marketing/mentorship program with a company called XXXX XXXX back in XXXX XXXX XXXX. This was supposed to include one hour of coaching with a qualified mentor once a month for an hour. The first month I was enrolled in the program, they just cancelled the mentorship call completely. The second month the mentor came on the line and said she was leaving the company to start a TV show she was doing and she had two minutes ( literally, she said she had two minutes ) to answer any questions and that we would be assigned a new mentor at some point in the future. 

This company is really good at signing people up in masses, but I dont believe they have sufficient support to then successfully give their students what they want and need. This program was to include one hour per month of coaching. The first month they cancelled on me, the second month I got on the call and my coach said Im leaving to start my own TV show and so you will be assigned another coach, but Ive got 2 minutes if you want to tell me anything about your project. Two minutes? Really? What is the point? Why tell her anything if she is just leaving anyway. But, at this point I was paying {$1100.00} PER MINUTE! Since it is {$1100.00} a month they charge and the first month they cancelled, and then offered a completely worthless 2 minutes the second month. 

I received the copy of XXXX XXXX policy, ( Apple/Goldman Sachs ) provided, with the results from my original dispute ( I've now tried for a year on this, which is so ridiculous ) ; however they are almost completely illegible between the size of font as well as very poor image quality, like it was printed with little to no ink, then re-scanned and sent to me. More importantly, they never provided the details of their cancellation policy, AND me ACKNOWLEDGING I agreed ; nothing that was ever given, or sent to me directly which I could have then acknowledged before committing to the program by law, they have to provide all the details and give at least three full business days for someone to rescind a contract. Additionally, by law they have to provide something like the following : Event dates and locations are subject to change. Non-attendance at the event is not grounds for refund, nor release from this agreement. All deposits, advance payments, finance forms and tickets are non-refundable and held as in-house credit toward future enrollment and/or purchase. You have three days from the date of this agreement to review and/or return the training materials with no penalties for cancellation.

And/or Cancelation Policy You, the buyer, may cancel this agreement at any time prior to midnight of the third business day after the date of this agreement, excluding Sundays and holidays. To cancel this agreement, mail or deliver a signed and dated notice that state that you, the buyer, are canceling the agreement, or words of similar effect. Such notice shall be sent to the sellers address.

So, regardless of their policies, why would I want to continue with a company that provides such insufficient surface. They have to fulfill their end of the agreement. Bottom line is I was never provided with their terms, especially in a way I could have fully understood them and acknowledged them accordingly. This has drug on so long it is ridiculous and never in 30 years of dealing with charge cards have I dealt with anyone worse than Apple/Goldman Sachs . Utah has rules about refunds, and what these companies are doing is considered a " deceptive business practice '' when they refuse a refund from day one for NON PERFORMANCE on their part. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation