Consumer complaint received 2022-11-13
Company: Chime Financial Inc
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/2022, I filed a dispute with Chime due XXXX unauthorized transactions i saw on my acount for a total of XXXX. Getting XXXX customer service rep to file my dispute was fairly easy, but after that everything changed. First off I would like to state that I am very familiar with the rules and guidelines set forth by XXXX XXXX After first opening my dispute Chime denied and closed it in XXXX hours total after I initiated it. XXXX  XXXX makes clear that they must perform a " reasonable investigation '' which obviously did not happen in XXXX hours, so here is there first action of being in noncompliance with XXXX XXXX XXXXXXXX  and tell them there just is no way that they could have determined my claimbfalsebin XXXX, so they offered to reinvestigate it and of course the dates for when they had to be complete were also pushed back. So I am just waiting to see what happens and with in a few days I recieve an email stating that they reinvestigated my claim and stand by there decision. None of this made sense to me because I knew my claim is valid and thatbthere couldn't be anyway they were finding any kind of evidence to claim it wasnt so again I am forces to ask them to reinvestigate but this time also ask them to provide me the documents they used to deny my claim. This is where things get flat out crazy. First I recieved thebdocument pretty quickly and when I opened it I laughed. I ambawarebofbmost rules and guidelines in XXXX XXXX and what they can consider and can't. But first off the document they claimed was used to deny my claim was a joke. It consisted of half a page with 5 bullet points on it. Right away 3 of the bullet points were just a waste of time and blatantly outside of what theybwere suppose to use to deny a claim. They can not deny a claim based on something like me having purchased things from the vendors I was disputing in the past, which was one of their bullet points. Also they said that my account was not access by a foreign device or had any hallmarks of beingbhacked, but XXXX XXXX makes it clear that having your access device stolen andbused by a theif is deffinitlyncovered in XXXX  XXXX, which is what I told them happened to start with. And the other bullet points were not even any kind of evidence at all. Theybwere nothing but things chime was making assumptions about, but not really evidence in any kind of way. To say the least it was clear thag chime most certainly did not meet any kind of burden of proof to deny my claim, and theybwerebjust so obviously not complying with XXXX  XXXX that it was hard to take it serious. But then I took a closer look at the document and saw something completely mind blowing. Chime had straight up lied on this document. They had put on the document that they had asked me questions and put my answers on it. One question was " was any property stolen from the consumer during this time '' they had put i answered " no '', which was not true. Also they asked " was the consumer in possesion ofbthe card at the time ofbthe transactions? And they said I answered " yes '', again not true. Well knowing that chime records the phone calls I call them up and ask them why they were lying on the document they used to deny my claim. The customer service rep listened to the phone calls and heard for himself that those were indeed inaccurate answers and not the answers I gave. He tried to down play it and not say anything that would make chime liable but it was obvious he knew this was not good. So now I am totally under the impression, and still under the impression, that chime is not being truthful on these documents and using false answers in order to deny claims. The fact of the matter is that given the information I gave chime regarding my claim, there isn't a document thag could even possibly exist that could prove my claim false. Unless chime was somehow video tapping me without my knowledge and has me on tape making the transactions, there isn't any document that they coukd posses that could be used to invalidate my claim and I am well aware of that. It wad beyond fishy to me and ibexplained to the rep that this is a blatant attempt by chime to deny mybclaim with false statements. Somewhat does he offer to do? Wellbreopen my dispute of course, and push the dates further away again and tells me i have to wait again until the reinvestigate. This is ridiculous. They are abusing the system and lying on documents in hopes that most people will be uninformed and just walk away at the first denial. There is not one single good reason for them to have deied my claim and they did not prove in anyway whatsoever that my claim wasn't true. It totallynfell under XXXX  XXXX and was covered by it and the used assumption based evidence to deny it 3 times, way out of compliance with XXXX XXXX They met no burden of proof at all, and instead ofnadmitting they are wrong and paying out my claim they tell me to let them reinvestigate it and to wait again even though I had pointed out glaring inconsistancies with there investigation and evidence used and made them well aware of how out of compliance with XXXX XXXX they were at this point. Well as of today they have still not payed out my claim even though they have no reason at all not to. Chine has caused me a severe financial hardship with this, and have forced me to waste so much time and energy dealing with their inept customer service department for hours on end that I almost feel like ibshould be compensated for that and the complete and total disregard for the rules and refusing to pay out my claim when there is no way nothing they can do at all, to prove it isn't valid. They are using shady tactics and false statements to deny claims and operating completely outside of the scope of XXXX XXXX They just keep denying it and then reopening it restarting the clock every time they do. They are refusing to pay me at this point and the are not operating within the guidelines set forth to govern this type of thing. Theybare gaming the system and hoping that nobody notices. I feel like chime is crossing into the territory of illegal conduct at this point and that they are withholdingbmy money from me unjustly and I can not get anyone there to see reason and take responsibility for the fact that they are denying me unrightfulky and tried tonsee false info to deny my claim, and even now after all that they still have not paid mebpit. If places like chime can just basically flaunt the rules and regs, what's the point of even having them? I feel like I have been victimized by chime and their bussines practices and that there isn't any body governing them or checking to see if they are in compliance which they certainly are not. They are just outright refusing to pay me at this point and the fact that they thought they could use false statements on documents they claim were used to deny my claim shows that it was not an accident and has probably been done more times then not. Chime needs to be held acountable.

Company response to consumer: Closed with explanation