Consumer complaint received 2022-12-25
Company: Chime Financial Inc
State: FL
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:
Phone was stolen and multiple accounts had been accessed with multiple unauthorized transactions being made. 
Filed digital dispute on XX/XX/26 with Chime and XXXX respectively. Wrote and submitted a formal written dispute to go along with each dispute. 
XXXX dispute closed in my favor within a week. 
Chime however mishandled my dispute, and was treating it like a debit card dispute when the transactions were from my credit card account. They denied my claim. I filed a rebuttal, supplied more evidence such as resolutions with XXXX for the same problem during the same time span. Phone insurance claim filed for stolen phone ( approved ) documents and proof of delivery of new phone. Took a few weeks to respond and again denied my claim, stating that I had not supplied any additional information to reconsider their decision. I asked for documents used in making their decision to deny the claim. I never received them. Mind you I was at no point offered or extended a refund or temporary credit. I call and speak to an agent and they reopen my dispute for a 3rd time. 2 more weeks go by. They're investigating. It's now been 7-8 weeks since this began. I call and ask why I haven't been extended temporary or provisional credit or a refund. I'm told my claim is ineligible due to it being " non reg.e receiving merchandise or quality of goods ''. This is of course plainly wrong as my dispute has always been about unauthorized transactions. I call and speak to 3 more people searching for answers. They then tell me the charges are from my credit account therefore not eligible for provisional/temp. Credit. How can an ongoing credit card dispute for unauthorized charges that's been going on for 2 months now not be eligible for a credit? I've never experienced such apathy towards me a customer as i have throughout this processes when trying to correct a bill or settle a dispute. And any credit card I've ever had any fraud or dispute claims has refunded me or issued Me a credit immediately or within a matter of days. I thought credit cards offered greater protection than debit cards. It's been 2 months now, still have an open dispute and they still deflect or don't answer the question when I ask about at least providing a credit to my account while they " continue to investigate " this has caused great financial stress for me. I've done everything Chime has asked of me. followed procedures and completed all forms, submitted all supporting materials. Ive been given false information multiple times about this dispute along the way. Never been extended temporary/provisional credit or a refund so I might in the meantime access my funds that were taken. Nothing at all. I've literally gone hungry some days because I was waiting on a paycheck and didn't have my money which should've been in my Chime account. This has been a nightmare.

Company response to consumer: Closed with explanation