Credit card -- Problem with a purchase shown on your statement -- Complaint #17929795
Complaint Overview
Complaint ID: 17929795
Company: Goldman Sachs Bank USA
Product: Credit card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Credit card company isn't resolving a dispute about a purchase on your statement
State: Missouri
ZIP Code: 631XX
Date Received: 2025-11-26T12:00:00-05:00
Date Sent to Company: 2025-11-26T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Issue : Merchant did not provide the service I paid for. Credit card issuer ruled incorrectly in merchants favor despite clear evidence of service non-fulfillment. Complaint : I booked a hotel through XXXX for XX/XX/year> at the XXXX XXXX. When I called that afternoon to see about check in the hotel informed me that they were overbooked and had no available room for me. I was assured they would issue a refund. Because XXXX failed to secure the room I paid for, I was forced to book another hotel 48 minutes away at additional personal expense.i have proof that I ended up staying 51 miles away at the XXXX XXXX by XXXX in XXXX KS that night instead I contacted XXXX multiple times by phone and chat. XXXX acknowledged the overbooking but refused to provide a refund or assist in resolving the issue. I also contacted the hotel directly several times, but they could not help because the reservation was made through XXXX. Since I paid using my Goldman Sachs Apple Card, I opened a dispute for services not provided. Despite clear evidence that ( 1 ) the hotel could not provide the room, and ( 2 ) XXXX refused to issue a refund, Goldman Sachs ruled in favor of XXXX and kept the charge in place. The merchant did not provide the service I paid for. The hotel did not provide a room, and XXXX refused to refund me or offer a resolution. I was left without lodging and had to incur additional costs. I am requesting the CFPB to review this situation, as both the merchant and the card issuer failed to acknowledge that the paid-for service was never delivered.
Frequently Asked Questions
What is Complaint #17929795 about?
Complaint #17929795 was filed against Goldman Sachs Bank USA regarding Credit card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2025-11-26T12:00:00-05:00.
How did Goldman Sachs Bank USA respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card) and describe your issue in detail.
Can I see other complaints against Goldman Sachs Bank USA?
Yes, visit the Goldman Sachs Bank USA company profile at readthecomplaint.com/company/goldman-sachs-bank-usa to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.