Consumer complaint received 2025-06-02 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: CA

Complaint narrative:
I made a purchase online on XX/XX/XXXX in the amount of {$82.00} for a dress from a company called XXXX. 

I contacted info XXXX XXXX on XX/XX/XXXX to let them know that I wanted to return the item, as the quality and pattern were deeply misrepresented on their website vs what I received. My email did not go through. 

I contacted Apple Card Support / Goldman Sachs via chat on XX/XX/XXXX to start a dispute. They opened a case and a provisional credit was provided of {$89.00}. 

On XX/XX/XXXX, they reversed this adjustment as they had denied my claim without any notification. 

I reached out to Apple Card Support / Goldman Sachs via chat on XX/XX/XXXX and the agent, XXXX, advised that my dispute was declined due to the fact that Goldman Sachs Bank USA had re-investigated the transaction dispute and found that no billing error occurred. Based on available information, the back office team determined that you agreed to the merchant 's terms and conditions at the time of purchase and no refund or credit is due. 
During this chat conversation I informed the agent that the product I received is not what I ordered and I did not receive resolution form the company as their contact information didn't even work. I advised that I believed it to be a fraudulent business. 
The agent asked for additional documentation and I provided 1 screenshot of what the dress was presented as from the company 's website and 8 photos of what i actually received. I also sent a link to the company 's reviews on XXXX to support my claim that it is not a legitimate business, they are actively misleading and scamming people with stolen photos on their website. 
The dispute was re-opened during this chat session on XX/XX/XXXX and another provisional credit of {$89.00} was posted. Dispute number provided : XXXX On XX/XX/XXXX, they reversed this adjustment as they had denied my claim without any notification. 

I reached out to Apple Card Support / Goldman Sachs via chat on XX/XX/XXXX and the agent, XXXX, advised that my dispute was recently found in favor of the merchant due to no new evidence. I advised that I had provided pictures and screenshots in the prior agent chat in XXXX. They then advised that the additional notes stated, " Based on the additional information, our records do not indicate that the merchandise has been returned for a refund. Please provide proof that item ( s ) purchased were returned to the merchant or that a reasonable effort was made to return the item ( s ) purchased in accordance with merchant terms and conditions. I advised that the product they sent is trash and not what they advertised on their website. I advised that the item was in my possession but the company is a scam. When i finally did hear from the company, they did not offer a free return or full refund. Their mailing address provided is in XXXX. I advised the agent that I had not received any communication regarding my dispute outside of the chats where I was reaching out. They said there should have been communication going out from their investigator. The agent agreed to resend and I received that email but not the ones prior. I asked if the pictures I provided previously were included in the documentation which they advised that anything provided to the agent in chat would be uploaded to my file but did not confirm these pictures specifically. They once again re-opened my dispute on XX/XX/XXXX and a provisional credit of {$89.00} posted to my account. 

On XX/XX/XXXX, they reversed this adjustment as they had denied my claim without any notification. 

I reached out to Apple Card Support / Goldman Sachs via chat on XX/XX/XXXX and the agent, XXXX, re-opened my dispute and advised that they would file a complaint on the issue in order to have it escalated. I advised that I wanted to get this resolved as soon as possible and I was still not receiving communications regarding my dispute outside of the proactive outreach to chat support. They confirmed the dispute was initiated as well as the escalation complaint and a provisional credit of {$89.00} posted to my account. 

I reached out to Apple Card Support / Goldman Sachs via chat on XX/XX/XXXX and advised the agent that I finally received an email asking for me to reply with supporting information but my reply was bounding due to attachment size limits which were not specified anywhere in the email instructions. I asked if I could send the photos via chat and they said yes. I sent 5 photos of what the dress looked like as represented on the merchant 's website and 7 photos of the item I received which was grossly different. I also sent screenshots of reports of the merchant on the XXXX XXXX XXXX and XXXX sites with similar consumer complaints further noting that I believe the business is a scam. They thanked me for sending the information and said they would present it in my dispute case and the details would be notified via email. 

On XX/XX/XXXX, they reversed this adjustment as they had denied my claim without any notification. 

I reached out to Apple Card Support / Goldman Sachs via chat on XX/XX/XXXX and the agent advised that the dispute process was closed and the resolution was provided to me via email as following : " We further investigated teh dispute and reviewed any additional information that may have been provided. Based on our review, the original decision will remain because there is no evidence to substantiate the claim '' I advised that I had received no such email and the agent resent it. I also asked what further evidence was needed as I had already provided substantial evidence in past conversations. I noted that what I received was not what I ordered and that the company is not legitimate based on better business bureau ratings. I never received proactive communication regarding my claim nor was allowed to speak to the person handling it. 
I once again provided screenshots of the XXXX XXXX XXXX and XXXX and the agent once again re-opened my dispute. I advised that they are in violation of the Fair Credit Billing Act and the agent assured me that they would write down all of the feedback provided throughout the conversation. A provisional credit of {$89.00} posted to my account on XX/XX/XXXX.

Company response to consumer: Closed with monetary relief