Consumer complaint received 2026-01-12 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:
On XX/XX/XXXX, I paid my yearly vehicle registration for {$170.00} with a {$3.00} transaction fee at the California XXXX using my Apple Card. I authorized this transaction and am not disputing it. 

On XX/XX/XXXX, my Apple Card was charged again for {$500.00} and {$9.00} from the California XXXX. I DID NOT authorize these charges, and do not know what they were for. 

On XX/XX/XXXX, I reported the unauthorized charge to Goldman Sachs using the phone number found in the XXXX XXXX app on my phone. They refunded the transaction and issued me a new digital credit card number. 

On XX/XX/XXXX, I received an email that the company had investigated the refund claim and denied it. They claimed it was an authorized transaction. 

On XX/XX/XXXX, I called the Goldman Sachs customer service number for my credit card. They told me their investigation had evidence that I had authorized the credit card transaction, and would send it to me through the postal mail. 

On XX/XX/XXXX, I called the customer service number again. A different agent told me that there were no notes from the XXXX on the dispute file, and they reopened the investigation and again refunded the transaction. They said they would have an XXXX call me. They restated that they would send the evidence collected on the dispute by mail, and also claimed they could send this evidence from the XXXX to my email. I have never received either. 

On XX/XX/XXXX, I called the California XXXX. They said they had no record of the payment for {$500.00} or {$9.00} on XX/XX/XXXX associated with my account or my vehicle. My XXXX case number for this query is XXXX XXXXXXXX. 

On XX/XX/XXXX, a representative of Goldman Sachs called me, but I missed their call because I was out of cell phone service range. 

On XX/XX/XXXX, I once again received an email from Goldman Sachs that the refund claim had been denied because they had determined it was an authorized transaction. The claim was denied despite not providing any of the promised evidence. 

Later on XX/XX/XXXX, I called Goldman Sachs again, and they once again reopened the investigation. I requested again to speak to the XXXX, because previous agents had told me I could speak to an XXXX in order to find out the evidence against my transaction dispute claim. 

On XX/XX/XXXX, I received a call from Goldman Sachs. They said that I would not be able to speak to an XXXX, contradicting what previous phone agents had told me. They took down a written account of what steps I had taken up to now. I sent them screenshots of my phone records via the XXXX XXXX app, which confirmed that I had called the XXXX. They said this information would be provided to the investigators of the dispute. They were still unable to provide me with the reason why my previous transaction dispute claims had been denied. 

I have been through multiple rounds of customer service with the XXXX and Goldman Sachs and nobody has been able to assist me or provide the evidence that makes them claim the transactions were authorized. 

I did not authorize the XXXX transactions of {$500.00} and {$9.00} on XX/XX/XXXX, and I believe that I am entitled to a refund according to the terms of service of the Apple card.

Company response to consumer: Closed with explanation