Credit card or prepaid card -- Problem with a purchase shown on your statement -- Complaint #5372388
Complaint Overview
Complaint ID: 5372388
Company: Goldman Sachs Bank USA
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
State: California
ZIP Code: 94025
Date Received: 2022-03-27T12:00:00-05:00
Date Sent to Company: 2022-03-27T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
On or about XX/XX/XXXX a fraudulent charge in the amount of {$160.00} was posted to my Apple Card ( Card ) statement. On XX/XX/XXXX when I first learned of this billing error ( 12 C.F.R. 1026.13 ( a ) ( 1 ) ) emanating from the fraudulent charge I contacted Goldman Sachs Apple Customer Service ( CS ). Using the Apple Card App ( App ) I thereupon informed CS of the fraudulent charge, disputed the entry on my periodic statement, and cancelled my compromised Card ending in XXXX. A new Card ending in XXXX was issued that day. My physical Card number remains the same, ending in XXXX. The disputed charge ( Dispute ) was denied on XX/XX/XXXX. Using the App, I contacted XXXX requesting an explanation ( 12 C.F.R. 1026.13 ( f ) ( 1 ) ). CS response was that To receive credit a reassertion is needed to be completed ( sic ) to prove that decision was invalid, without further evidence the outcome will not change. I asserted my right as set forth under 12 C.F.R. 1026.13 ( f ) ( 2 ) ) seeking copies of documentary evidence of my indebtedness. I have yet to receive these documents. I made a first reassertion ( First Reassertion ) of the Dispute to CS the same day ( XX/XX/XXXX ) using the App and was provided a Case ID of XXXX. First Reassertion was denied XX/XX/XXXX. That same day ( XX/XX/XXXX ) via the App I made a Second Reassertion of the Dispute, which was given a new Case ID of XXXX. I also again asserted my rights under 12 C.F.R. 1026.13 ( f ) ( 2 ) ) and requested documentary evidence of my indebtedness. I have yet to receive these documents either. I did, however receive an email request from CS for additional documentation from me proving I did not make the charge. I am unable to provide any such documentation, as this was a fraudulent charge that I did not make. The Fair Credit Billing Act implies that in a Dispute the presumption of innocence rests with the consumer, and not with the merchant, processor, or Card provider. The onus of proof is on the merchant, and not on me, to demonstrate that I ( and not a fraudster ) made the charge. I would expect a document with my signature on it, the IP address from which the transaction was made, location data, any correspondence between XXXX and me, copies of ( presumably ) the ticket ( s ) that were purchased, or a CVV match or whatever means by which identity was verified when the transaction was made. XXXX is unable to provide any such evidence. The transaction was fraudulent. I did not make it. Conversely, there is a preponderance of circumstantial evidence that I am more than likely to not have made the charge, and that this is a legitimate chargeback. I am not a frequent disputer. The disputed charge is not a relatively high-value charge. This is not a frivolous complaint. I proactively took steps to protect my Card account within hours of learning of this fraudulent charge and the billing error on my account by informing CS through the App and requesting a new Card number. The Card is paid in full at the end of each month. To date I have never incurred an interest charge, a penalty fee, or a late fee on this Card. I have not flown XXXX XXXX, nor have I made a purchase for myself or for anyone else from XXXX in at least the last 3 years. Both my wife and I have status on airlines other than XXXX. I would like this Dispute resolved forthwith, and request that the disputed {$160.00} charge be resolved in my favor, and thereafter that my XXXX account be closed.
Frequently Asked Questions
What is Complaint #5372388 about?
Complaint #5372388 was filed against Goldman Sachs Bank USA regarding Credit card or prepaid card specifically about Problem with a purchase shown on your statement. It was received by the CFPB on 2022-03-27T12:00:00-05:00.
How did Goldman Sachs Bank USA respond to this complaint?
The company responded with: "Closed with monetary relief". 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 or prepaid 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.