Consumer complaint received 2023-05-09 00:00:00
Product: Credit card or prepaid 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: CA

Complaint narrative:
XX/XX/XXXX : made purchase of {$330.00} using Apple Card for XXXX gym membership at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX CA. The agreed upon period was XX/XX/XXXX to XX/XX/XXXX. See Sales Contract attached. 

XX/XX/XXXX : XXXX XXXX XXXX XXXXXXXX closes all its locations due to XXXX, and as required by CA XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX mandates . 

XX/XX/XXXX - As COVID  and government mandates still in place, I request for a refund of my membership fee but am unable to reach XXXX XXXX XXXX and was transferred several times until I was disconnected. 

I call Goldman Sachs Apple Card to request a dispute of the chrage because the merchant is unable to fulfill the terms of the signed contract and I would kindly like to request a full refund ( or pro-rated 13 months ). 

XX/XX/XXXX - Apple Card/ Goldman Sachs sends me an email stating that the dispute has been investigated and resolved in favor of the merchant because " The merchant provided sufficient evidence that you made the purchase '' This is NOT the dispute. The dispute is because XXXXXXXX XXXX XXXXXXXX is unable to open and therefore is holding my money until they can open. My contract I signed says a specific time period for the membership. 

XX/XX/XXXX - On the same day I receive this " resolution '' email. I call Apple Card/Goldman Sachs support again and explain the situation thoroughly. They say they understand and make notes to ensure the investigation will look at this reasoning. 

XX/XX/XXXX - Apple Card/ Goldman Sachs sends me an the EXACT same generic email stating that the dispute has been investigated and resolved in favor of the merchant because " The merchant provided sufficient evidence that you made the purchase ''. Clearly Apple Card/ Goldman Sachs did not listen and take into consideration my contract. XX/XX/XXXX - I call Apple Card/Goldman Sachs again and explain everything over in detail AGAIN. They take notes and said will re-issue the dispute. XX/XX/XXXX - I receive an automated email from Apple Card/Goldman Sachs requesting any additional info/evidence. I send via email my XXXX XXXX XXXX  signed contract for them to view. 

XX/XX/XXXX - Apple Card/ Goldman Sachs sends me the EXACT same generic email stating that the dispute has been investigated and resolved in favor of the merchant because " The merchant provided sufficient evidence that you made the purchase ''. They did not even look at my contract. 

XX/XX/XXXX - I call Apple Card/Goldman Sachs again to request to re-issue the dispute and to please look at my contract. I follow up to their evidence request with even more evidence such as CA state mandates, and how XXXX XXXX XXXXXXXX is not following safety protocols for the XXXX weeks that they were allowed open during the summer. XX/XX/XXXX XXXXApple Card/Goldman Sachs AGAIN just sends me a generic email saying the dispute was resolved in favor of XXXX XXXX because they provided evidence that I made the purchase. Again, this is NOT why I am disputing the transaction.

Company response to consumer: Closed with monetary relief