Consumer complaint received 2022-04-13
Company: Chime Financial Inc
State: TX
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Good morning, my name is XXXX XXXX. I have a banking and savings account with Chime. On XX/XX/XXXX I was duplicate charged from XXXX XXXX XXXX, for {$470.00}. I contacted XXXX XXXXXXXX XXXX to inform them of the double charge. They informed me that the reversal would take up to 10 business days and it will go into my XXXX savings account. I explained to them that I needed the {$470.00} back in my account that day, the agent I spoke with advised me to have the funds reversed I would need proof that showed that the transaction went through and wasnt still pending. So XXXX didnt accept the screenshot I sent them, so advised me to have chime send something over providing the funds did in fact go through and was not pending on the account. So I contacted Chime advised them of the situation ( above ) this is all on XXXX 2022. The agent I spoke with at Chime told me they cant send anyone anything and the best way was to open up a dispute with them. So I did then right after I hung up with chime I called XXXX back and told them that Chime said they couldnt send anything to them and the best way was to open the dispute. The agent with XXXX informed me that they had already put in for the reversal and the dispute would have to be canceled I couldnt have both options. So I hung up and Immediately called Chime back and told them to cancel the dispute that I just had opened. I was informed that the dispute was closed and received an confirmation email from chime on the date of the XXXX. So 10 business days went by and I noticed that the {$470.00} was not in my account or my XXXX XXXX  savings account so I called XXXX and advised them of the situation this call took place on the XXXX of XXXX. The agent from there did a investigation and called me back within 3 hours and advised me that, Chime had hit them with a dispute code XXXX ACH reversal code. So they processed that and sent it to chime, I explained to her the dispute was closed and she said that it wasnt closed in time and on XX/XX/2022 it was processed as a dispute and sent to chime. So I did a 3 Way call between myself, XXXX, and Chime and the XXXX agent explained to Chime the situation. Chime told me to do a dispute rebuttal so they can locate the {$470.00}. So they informed me and the XXXX agent that they understood what happened and was gon na put all the information to their support team to het this situation handled. A week went by and I havent heard nothing from Chime. So I contacted them on XX/XX/XXXX through the phone and the agent said that they needed proof Showing that XXXX did a dispute reversal. So the same day I contacted XXXX and asked them can they provide any type of proof showing that they processed the ACH XXXX Dispute to Chime. They sent me two secured documents from their accounting department that showed they processed the dispute and in fact was sent to Chime with a tracking number. I sent that to Chime through a PDF I was told from a manager when I called on XX/XX/XXXX that the funds would be in my account on the XXXX of XXXX which was yesterdays date. When I called yesterday I was told differently talking about it can take up to XXXX and my funds would be in my account after a final decision. When you email their support team its always the same copy and paste messages and never a accurate response. No one knows anything and I just want my {$470.00} I sent all kinds of documentation to them and a had a 3 way call with them and XXXX. Please help me this is ridiculous and bad customer service. XXXX has done everything in their power to help me and has done everything they possibly could they dont have the {$470.00} and my account with them reflects that. I feel Chime has my funds and just dont want to give them back.

Company response to consumer: Closed with explanation