Credit card -- Problem with a purchase shown on your statement -- Complaint #18971229

Complaint Overview

Complaint ID: 18971229

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: California

ZIP Code: 91766

Date Received: 2026-01-23T12:00:00-05:00

Date Sent to Company: 2026-01-23T12:00:00-05:00

Company Response: Closed with monetary relief

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I am submitting this complaint regarding Goldman Sachs Bank USA, issuer of the Apple Card, and its handling of a billing dispute related to a merchant transaction. On XX/XX/2024, I made a purchase from XXXX in the amount of {$3000.00} using my Apple Card. At the time of purchase, the merchants return policy stated that items were eligible for a full refund if returned within 14 days of delivery, and I relied on this policy when completing the transaction. I received the merchandise on XX/XX/2024. Upon inspection, the garments had sensors still attached that could not be removed without damaging the items. I attempted to initiate a return in accordance with the merchants written instructions and the return policy in effect at the time of purchase. When I attempted to process the return on XX/XX/XXXX and XX/XX/2024, I was informed that the merchant had changed its return policy after my purchase and that the items were now considered non-refundable. I promptly filed a billing dispute with Goldman Sachs on XX/XX/2024. I provided supporting documentation, including screenshots of the merchants return policy as it appeared at the time of purchase, proof of delivery, receipts, photographs showing the sensors attached to the merchandise, records of my communications with the merchant, and additional materials reflecting other consumer complaints describing similar retroactive changes to the merchants return policy. Despite this documentation, Goldman Sachs denied the dispute and relied on the merchants updated return policy, which was implemented after my purchase. It does not appear that the dispute determinations evaluated the transaction under the return policy that governed the purchase date. Since that time, I have re-disputed this charge multiple times over the past year and have consistently received the same denial. I believe Goldman Sachs failed to conduct a reasonable investigation as required under the Fair Credit Billing Act ( FCBA ). Allowing a merchant to apply a materially different return policy retroactively undermines consumer protections and results in cardholders being held responsible for charges that were disputed in good faith with supporting evidence. I am requesting that this matter be reviewed and that Goldman Sachs be required to properly investigate the dispute. I am seeking a refund of the {$3000.00} charge based on the merchants return policy as it existed at the time of purchase.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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