Credit card -- Problem with a purchase shown on your statement -- Complaint #8414234
Complaint Overview
Complaint ID: 8414234
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: Colorado
ZIP Code: 80210
Date Received: 2024-02-24T12:00:00-05:00
Date Sent to Company: 2024-02-24T12:00:00-05:00
Company Response: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
This complaint is about my Apple Card, a Mastercard issued by Goldman Sachs. I have been a cardholder in good standing for years. I pay on time and in full. I had a dormant account on a food delivery website called XXXX XXXX. In XX/XX/XXXX Someone hacked my account ( which I had not used in years and still had my XXXX California address linked to it ) and charged at least 6 ( other attempted charges ) large food delivery orders from a different restaurants within a 24 hour period to a bunch of different cities around the country ( XXXXXXXX XXXX XXXX XXXXXXXX XXXX, etc. ). I had not even been in any of the cities. I got into my XXXX XXXX account and saw that someone named XXXX XXXX had changed my address in XXXX XXXX to his name and address. My Apple Card was saved in XXXX XXXX so all of these fraudulent charges went onto my card. I immediately called XXXX XXXX to report the fraud, I took screenshots of everything, and deleted my account. I also immediately reported everything to Apple Card fraud assistance. I have screenshots of the emails I got from XXXX XXXX with all of the food orders. I provided all of this information to Apple Card in writing via the chat feature in the Card electronic wallet. I was assured they could see the fraudulent charges and the matter would be resolved. I have in writing from them during this exchange " you are never responsible for unauthorized charges. '' The charges were temporarily removed pending the investigation. So I thought everything was fine. The charges are : {$130.00} on XX/XX/XXXX {$110.00} on XX/XX/XXXX {$65.00} on XX/XX/XXXX {$88.00} on XX/XX/XXXX {$240.00} on XX/XX/XXXX Then on XX/XX/XXXX, without any communication at all from Apple Card, I see on my bill that the removed charges were reversed and put back on my card. I contacted customer service via the chat feature and they agreed to resubmit the dispute because there was no basis to deny it. I resubmitted my information and screen shots of everything. At some point in XXXX I saw once again that the disputed charges were put back on my card with no explanation given. This time I called and eventually spoke to a supervisor in the disputes department who agreed that there was no basis for the denial and was very surprised. She said all that was documented is that the merchant would not provide information of the fraud ( even though I reported it and they promised to open an investigation ). I said I was going to cancel my card and report this and I was told that the supervisor would resubmit the dispute with all of these notes and information so they could reverse the charges. I felt good after that call that this would finally get resolved. Then, on Thursday XX/XX/XXXX I received automatic notice emails ( 1 for each dispute ) saying that the charges were being put back on my account again. No attempts by the card to contact me to explain the situation or to get more information about the clear fraud. At this point I am DONE with this credit card. I am afraid to use it for anything because it is clear they do not protect card holders from fraud. They don't even try to investigate, apparently. This is outrageous. I have never had issues with any other credit card when there is clear fraud.
Frequently Asked Questions
What is Complaint #8414234 about?
Complaint #8414234 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 2024-02-24T12:00:00-05:00.
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) 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.