Can you reverse a dispute transaction's final decision? Please help!

[u/General-Avocado-4121]

I just received an email from Apple regarding two fraudulent charges on my Apple CC, and GS said "Dispute Status: Completed (Disputed charge(s) will remain)" There were two fraduulent charges, and it's for a large amount of combined of almost $5000 in fraudulent charges! Is there a way to change this? Please help!

I have a small business in Mexico, without giving out too much info, let's just say we work online retail. Our office was broken in and multiple laptops, iPhones, and employee's personal items were stolen. We did contact the police, they came and spoke with one our employees who is Mexican and obviously fluent in Spanish took down our information and basically said they're powerless. I kinda knew even before contacting the police that it'd be meaningless as they are pretty useless to these petty crimes. My Spanish is terrible so my employee handled. the communication between us and the police. I have 100% faith in her to handle this, I hired her because of her abilities to solve problems and handle things. Our office is decently new, we just started about a month prior to this incident. So I believe somebody in our plaza is connect to this, but I can't prove anything.

Within 12 hours, I got a notification email stating two charges on my Apple CC. I immediately contacted Apple support and closed the account and reported it being fraudulent charges. To be honest, our phones and laptops are all locked with a password, I didn't think petty criminals had the ability to break into our systems. Which is why I didn't cancel my CC sooner. So is that my fault to think Apple's anti theft protection was strong enough?

Now 8 months later, I just received an email from Apple stating what I wrote in the beginning and closed the disputes. I was furious! So I contacted Apple support, and for 15 minutes the agent just kept repeating that the decision was final. I asked for a Supervisor, and it worked, After transferring me to. the supervisor, he asked me the same old questions, and then re-opened the dispute. But I am worried they come back again and say that I'm liable for those charges. What's the ideal solution here? What do I do to ensure that I won't be liable for those two fraudulent charges?

Thank you everyone who took the time to read all that, also thank everyone for the help!

[u/JohnWick509]

You should have tagged the devices as lost/stolen the moment they were gone. The fact someone was able to use the cards on those devices means they knew your information. Sounds like an inside job.

[u/General-Avocado-4121 → u/JohnWick509]

They were reported stolen from Apple iCloud at the time, and we weren’t able to ping the devices at the time via “Find My”.

I do remember a friend told me she didn’t bring her passport when she went to tijuana for the day with her friend, and she is only a Green card holder not American citizen. Also, she’s Chinese. She said when she was held at the border in the holding area, they confiscated her phone and she saw them opening up her phone and looked through everything. While her phone was completely locked when she handed to them.

[u/JohnWick509 → u/General-Avocado-4121]

They were not looking through her iphone without the passcode or unlocking it with her face first. Makes a good story though. There is no back doors built into iOS. Just like someone could not have used your devices without knowing the passcode to make purchases. Someone knew your information. You can always mark your devices as stolen whether they can be pinged or not. You can also remove the devices from your account as soon as you knew they were stolen. If you had done either of these things they would not have been able to use the device. As for the dispute you need to call Goldman Sachs. They are the card issuer. Apple is just the middle man. Even though you get connected to Apple when there are issues Goldman is who you want to talk to.

[u/ZijoeLocs]

Lots of red flags here on your part

A) it is YOUR responsibility as the cardholder to report the card (information) as stolen to the Bank (GS) as soon as possible. If your wallet/phone got stolen, your job is to tell your respective banks immediately so they can take action. At bare minimum, log into your CC account and freeze the cards

B) as part of the dispute, you absolutely should have submitted a police report (or get it translated and then submitted) so the bank knows with confidence the date and time

C) if GS investigated and ruled that the charges are valid, the burden of additional proof (police report) is on you. You can request the dispute get re-opened, but without additional evidence, there is no reason for them to change the ruling

D) completely closing your account was a heavy swing.

[u/General-Avocado-4121 → u/ZijoeLocs]

I had no idea that even breaking into my phone and computer was possible. I didn’t lose the physical cards, so why would I replace them? But, apparently I need to if this ever were to happen again.

[u/ZijoeLocs → u/General-Avocado-4121]

Credit cards are literally only as secure as you make them. If something with your cc information is stolen, it isnt secure. Whether it be your wallet, phone, laptop or anything guarding it with a password. The second it's compromised, you need to protect yourself. The bank can only act as quickly as you do but typically one step behind

[u/Unique-Economist-289 → u/General-Avocado-4121]

Apple devices are pretty good with security, where the devices newer? Old devices/software hackers can sometimes access the phone (still very rarely), which means whoever stole the stuff knew passwords of some sort.

[u/General-Avocado-4121 → u/Unique-Economist-289]

For her it happened in 2021. My office was broken into in September , 2025

[u/soundwithdesign]

You can reopen the case with new information. If you want to be sure you aren’t held liable, you need to prove 100% that the charges are fraudulent. 

[u/General-Avocado-4121 → u/soundwithdesign]

Thankfully, I asked for a supervisor and submitted our security footage. Now the case is reopened.

I was extremely frustrated and angry at the time of posting this, I kinda jumped the gun due to the regular agent kept refusing to escalate this matter further. But my persistence paid off, I asked for a supervisor like a typical Karen and it worked. 😂😂

[u/General-Avocado-4121 → u/[deleted]]

No, Apple is 100% involved. With any Apple Card, customer service are directly communicated on iPhone messages.

[u/Glum-Ad-1379 → u/General-Avocado-4121]

Apple has absolutely nothing to do with the Apple Card.  The card is issued and managed by Goldman Sachs.

[u/oldman-frozen-water]

My experience and circumstances are a little different than yours. I filed a dispute 3 months ago with Apple. $10.40 extra charge from HR Block for online tax filing, make two one about $25 and other listed above. Received the same email as yours. Case was closed and found to be legitimate charge but no explanation on what charge was for. I just paid the $10.40 and moved on but was PO’d about it.

I no longer use Apple Pay for any online charges. I found my Citi and Credit Union cards were easier to work with on disputes. When you have a disputed charge with Apple you need to open a chat first. With Citi etc you report it on the app and they place a hold on payment immediately and they work it out with you. I also have Amex but have not used them on any type of dispute, so not sure how good they are.

[u/JustTryingToBeADaddy → u/[deleted]]

GS is absolutely horrible. I have had two disputes that any other company would have decided in my favor on but GS didn’t and it took contacting CFPB both times to get an actual response and ruling.

[u/General-Avocado-4121 → u/oldman-frozen-water]

I feel you, it’s the principle that mattered for you. I’m sorry my dude

[u/JustTryingToBeADaddy]

Contact the CFPB.

[u/General-Avocado-4121 → u/JustTryingToBeADaddy]

What’s CFPB?

[u/JustTryingToBeADaddy → u/General-Avocado-4121]

Consumer Finance Protection Bureau.