Consumer complaint received 2022-02-07
Company: Chime Financial Inc
State: IL
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, I received a deposit into my chime account from my employer in the amount of XXXX I paid my utility bill around XXXX CST and received notification via text ( I use this form of payment every mth ) At about XXXX XXXX CST, I received another notification that a purchase for transaction of XXXX ( XXXX ) ( Fashion XXXX XXXX to a merchant that I had not purchased anything from since XXXX XXXX ( in the amount of {$32.00}. ) I called immediately and notified Chime that someone had made an unauthorized purchase on my account. I was asked at that time if I wanted to cancel my card. I stated no because I needed to go take cash off of my card because I did not have any cash and a holiday weekend was coming up. The rep noticed that I had a Chime credit card and stated that I could have my monies transferred there. I agreed but had not activated the card ( I had received it XXXX mths prior ). I had the rep to hold so that I could look for the card but could not find it. Instead of continuing to hold.. he stated that he would cancel my card at XXXX the next day. I agreed because that would give me time to look for my credit card to transfer my money. No later than XXXX minutes after this call, I received another notification from Chime for {$200.00} ( Claim XXXX ), from Pretty Little Things. I called Chime again to report the unauthorize purchase. I even stated that " Someone is taking money from my card right before my eyes! I can not wait until XXXX, all of my money will be gone! ". I asked for my card to be closed out immediately and that a new card be shipped out along with a credit card because I never found that one also. In the meantime, I asked to dispute the charges. I could not file a claim at that time because the charges were pending. It took 2 days for it be a non - pending status and that is when I filed XXXX separate claims for the XXXX separate transactions. I was told that it could take up to 45 days or less. I was furious because I did not understand that Chime did not protect your money like a real bank. I told them the importance of me getting refunded my money because I was using that money to pay my mother, who lives XXXX miles away, life alert alarm. It was very important that I get my money back expeditiously. After waiting 5 days ( XX/XX/XXXX ) I received an email stating that a determination had been made and no error was found for both purchases. I requested another claim and sent in documents showing that I had not made the purchases and had not received any notification via email that these purchases were on their way or even happened at all. Side note : I set up a profile for all of the places that I shop. mainly to track my pkg. I always receive notification when the purchase has been received and shipped. I provided Chime with my emails from those dates with no correspondence between XXXX XXXX and Pretty Little Things. I even went to my profile and screenshot my entire purchase history for both sites. I sent all of my documentation in on XX/XX/XXXX. I received an email stating that it was being reviewed. It could 10 days. In the meantime I spoke to managers that stated that I may be eligible for a provisional credit after the 10 days. I asked what would keep me from getting a provisional credit. The manager stated that he saw that I have never disputed a claim before and that I had sent the documentation, which showed that I did not make the purchase. I got a reply back on XX/XX/XXXX, stating that they are reviewing my docs and the rebuttal process can take up to 45 days. I called customer service again asking about the provisional. They said that I would be eligible for a provisional credit on XXXX and to call back on that day. On XXXX, I spoke with a rep and she said she saw the provisional on my account and that it would hit my account that day I said, " It is XXXX. What time is today? '' XXXX stated that Chime is XXXX but it should hit by XXXX i asked was that XXXX CST, EST or PAC XXXX The rep stated that it was CST. I waited and there was no credit. I called back the next day and spoke with another rep, who stated that I was told the wrong info and that I would still have to wait 45 days to get a determination but he was going to submit a request for a provisional. I was like XXXX!! What are we doing here? He said this could take 3 days to get a determination. I expressed how I felt lied to and that I was never going to get my money back. I had read in the policy that I could as for a arbitrary hearing. the rep told me basically I had it when I filed the dispute. What????? Then he went on to say that they did not have anything like that. I reiterated that it is in your literature, your policy. the rep stated that he had no clue as to what I was talking about.

Company response to consumer: Closed with explanation