Consumer complaint received 2022-12-09
Company: Chime Financial Inc
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
good afternoon, On XXXX on XX/XX/XXXX, I found the spew about a transaction with XXXX around XXXX XXXX  at XXXX XXXX XXXX  I received an e-mail deny my request chime head said that they received documentation from the merchant supporting that the transaction was not an error. After receiving that e-mail, I contacted customer support and filed a dispute about why the transaction was denied. I was told I would receive an e-mail explaining their decision and showing the evidence they used for their investigation or lack of investigation during the time of waiting I found three disputes on this transaction on this on their decision and all three got denied I finally received the documents about their investigation On XX/XX/2022. In the documents given to me it says in their own words we are unable to confirm the dispute transaction with the merchant, in this case you are liable to resolve the issue with them this is after. after stating some meat an e-mail that they had written document from the merchant stating that my transaction was ever which was a complete lie and if you did not have any contact with the merchant should not you waited the 90 days ( about 3 months ) for the investigation to fully go through to get a reply from the merchants before denying my request for a refund. 

After stating this information to support team via e-mail and disputing for the 4th 5th time I received yet another e-mail with a totally different investigation form which state is transactions details this is the history of that being credit activity on your account we reviewed this information to pattern of use multiple disputes were being made at the same dates together suggested that the person doing the transactions had full control of the account balances yes because I wasn't filing a dispute of a unauthorized transaction it was a transaction that was done by mistake by the merchants when I was at the store the merchant had puts in for a refund and I did not receive the refund as of yet which is why I did a dispute with you guys so to control the process of funds returning back to me phone number doesn't match with the intake number and the admin information I don't even know what that means because my number 's been the same and the merchant didn't give you e-mail once again I've the transaction happened in store now outside the store cash on cash of activity presents to fund these dispute transactions appears to be kidding funds between accounts and service to make these deposits and this part claims once again I did the transaction in the store it was an authorized transaction but I was overcharged and I was refunded at that moment and I and I'm constantly moving funds from XXXX XXXX to time so that's why there's always money moving from account to account which I don't understand why is any of your business anyways of what I'm doing with my account. Notice new user device if you notice a new user device when you think that would have been a sign of someone's using my account without my permission or a reason for you to call me to see if everything 's OK and why is I signed on to a different device which you didn't and answer that question I have two phones account balance is equal or to XXXX  what does that mean this is the documents you still you submitted to me after submitting me the first Wednesday in that the merchant never contacted you and after I and after I replied to your e-mail I stated how wrong and confusing that that explanation was because you stated to me that you had proven documentation from the merchant which you did not have so you lied to me and delete my request without even getting a confirmation from the merchant beforehand 2 hours later you submitted me another investigation form which states the same thing as the original one did no contact with merchant and that's why the you denied my request how many of these forms would you send me investigating this dispute and every form has a different explanation of why is it that you deny my dispute it to me it seems like you contradicting yourself and constantly asking and constantly changing your answers to cover your mistakes I have spoken to representatives on the phone supervisors I got hung up on I had managers laughing at me while I was every angry and upset and I am disgusted at the way that this is being handled. I have stopped using this bank for over a year and now I understand why I stopped this is outrageous and unbelievable I have submitted multiple documents from the merchant I even supplied live chats with the merchant stating that this was all an unknown unknown necessary process and for me to contact the bank or financial institution for answers to where the money is there has not been a proper investigation done no one has contacted the merchant 2 clarify or provide information in in the transaction in question

Company response to consumer: Closed with explanation