Consumer complaint received 2022-01-18
Company: Chime Financial Inc
State: IN
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:
I bank with chime, on XX/XX/XXXX I was going over my account transactions while finishing up some XXXX shopping and notice that I had 31 transactions for {$1000.00} from an unknown company. I Immediately panicked, shut my card off and contacted chime 's customer support. I spoke with a team member and he took all the transactions i had issues with down and submitted the Unauthorized Transactions ( or so I thought ). 
I got an email a short while later for written confirmation and I noticed something odd, The dispute was placed as duplicate transactions not unauthorized, so I emailed support, provided all transactions once again to verify that these were in fact unauthorized transactions not duplicate. Within 2 hours i got a notice my claim was denied. Oddly enough they had refunded a single transaction that was filed correctly for {$1.00} same vendor, same time table but was only error? 
I waited for the proper paperwork they used from the investigation took a few days, finally recieved it on the XXXX of XXXX via email. I had already contacted support several times to try and explain that these transactions were not duplicate charges they were in fact unauthorized transactions. Finally after the 5th phone call and 3rd email they opened a rebuttal with the information I sent them, was then informed it would take up to 45 days, however if the investigation was to extend past 10 days a provisional credit would be provided to me for the full amount of the dispute. 
Thank goodness! Right? Wrong, The date for the provisional credit to be applied was to be no later the XX/XX/XXXX, waited til around XXXX est noticed no credit provided yet so I gave them a call, I was reassured I would recieve the funds before midnight as that ws the deadline. At this point and time I was told if the funds where not in my account after midnight that I would have to just call in and tell the dispute dept. to release the funds. 
Wake up on the XXXX, no funds I call them after about XXXX minutes on the phone the gentleman tells me the system is updating and I would have the XXXX in my account as soon as the update was completed he said could take up to 24 hours ( hmmmmm wierd, but okay ). 
Wake up on the XXXX still no funds, I call again this time I send an email aswell while on the phone just to ensure I'm not being forgotten. I am once again told, the provisional credit is processing it will be there soon. I speak to a manager, they say same thing give them 24 hours it will be there. 
Then the XXXX still NOTHING!!! So I call yet again, now this time they say they have no information on my claim and its been denied cause there was no duplicate transactions therefore no error ..... I explain the situation to XXXX more people before finally I am told thye found the claim and see where the cedit is supposed to have been provided already so they send an escalation to the investigations team and was told that investigations team doesnt have a phone, so we have to wait for a response via email. 
I said thats fine ill hold whoile you message your investigations team since ou cant call them. He says " Oh, well it will take them no more then 24 hours to respond to the escalation '' At this point I am a little annoyed, I ask how many more 24 hours am I gon na have to endure for these misc. reasons. I dont get a response. 
I have called on the XXXX, XXXX, XXXX, and XXXX and it s the exact same conversation just different excuses and new escalations. Its now been 19 days since the intial refiling of said dispute. I am still being told the credit is coming in 24 hours, be patient well I have been patient i have been communicating and responding to all inquiries they may have But whenevr i ask about the provisional credit or the claim status I get no answers and I get an automated e-message from there dispute team sent to my email saying they are looking into it and to be patient.

In conclusion : I verbally told them of the errors, and provided a written dispute Their Team member filed the initial Dispute incorrectly, which I brought to their attention aswell via verbally and written.

I resubmitted all information via email i called 9 days consecutively and only response I can seem to get is escalation and wait 24 hours. 
STILL NO RESOLUTION TO THE PROVISIONAL CREDIT THEY SAID THEY WOULD APPLY.

Company response to consumer: Closed with explanation