Consumer complaint received 2022-09-27
Company: Chime Financial Inc
State: KS
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX my wallet was stolen that had all of my debit cards, credits cards, driver 's license and social security card inside of it. I immediately began to keep an eye on all of financial account. I noticed a couple of charges that were made on my chime credit builder account that was not made by me. On XXXX XXXX I immediately reached out to chime to notifiy them of stolen card and and fradulent charges made on my account in which dispute cases were openened up in hopes of getting my money back. Big WRONG. On XX/XX/XXXX, Chime closed 2 of the 5 disputes I had stating one charge waas valid and done by me which was wrong and the other was clsoed out without any explanation or reason. Almost as if the charge and or transaction never existed. I called in on XX/XX/XXXX to follow up about the transaction that was closed out without explanantion and or reason which was a transaction made to XXXX in the amount of {$360.00} that is show in the attached pictures. Not a single agent I talked to could explain nor understand why the dispute case was closed and or the reason for it. I was told by an agent that she would open another case for me and someone from the dispute would be getting back with me soon. Okay, fine. Fast forwarda week later, no call, no email, not a sound from Chime in regards to my transacton at hand. On XXXX XXXX I uploaded supporting documentation to my other two disputes proving the charges were made in error and even much so, the charges were credited back to my bank account by the merchant due to me reaching out to the merchant in hopes of getting my money back. The merchant has sent back the funds however on the chimes side it's showing the dispute is still pending. Not only have the funds been credited back to my account, but I uploaded documentation/proof that the funds were dine erroneously due to the theft of my wallet, yet chime still REFUSES to credit these funds back to my account. 

Fast Forward to the XXXX fun, here 's where things get a little sketchy and very concerning, on XXXX XXXX I call in to chime to inquire about {$360.00} that is still missing from my account. I am on the phone for FOUR HOURS, being transferred back and forth between customer service and the disputing department. It was basically a 'blame game ' 'finger pointing ' game between the two departments.First I was told, oh no there was an error. The transaction shows as void on our end so the funds should be released back to your account. That makes sense, but where are the funds?! Not a single soul can tell me where the funds have went and why they aren't showing in my account. Towards the end of my hour marathon, the last two very helpful, patient and genuinely understanding reps that helped me both were in agreeance that some sort of error has been made and that funds are indeed missing they can't make any sense of it but I was in fact right and those funds should be in my account. I get transferred to the dispute department one last time before I throw in the towel and hang up, the rep I spoke to was very short, did not care to listen to or do her job in investigating on what I had to say. Her response was, " Well the transaction says cancelled which means the funds were never pulled from your account and have been there this whole time ''. WRONG if that were the case, {$360.00} would still be in my account and We wouldn ; t be having this conversation, not only that but, Why does it show in my account activity that {$360.00} was indeed drafted from account?! Any other time a transaction was attempted but voided off and or cancelled, it wouldnt show the amout as drafted and if it did, it would show the same amount immediately credited back the account. That ; s common sense. So in Total, Chimee has XXXX  me out of {$460.00}. That's {$360.00} for the missing fundds that were made to XXXX and {$100.00} for two seperate transactions that have proof showing the transactions were credited back by the merchanct but still pending dispute on the chimes side. DO BETTER CHIME! Some of us have next to nothing and work very hard for what we get. Your silly games and back and forth on policies and procedures are not right and my situation needs to be rectified IMMEDIATELY.

Company response to consumer: Closed with explanation