Consumer complaint received 2022-09-01
Company: Chime Financial Inc
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I purchased a handbag from a XXXX seller using XXXX. The invoiced amount was {$2400.00} that was made in 4 separate transactions. 
XX/XX/2022 - {$480.00} ( transaction ID XXXX ) XX/XX/2022 - {$380.00} ( transaction ID XXXX ) XX/XX/2022 - {$100.00} ( transaction ID XXXX ) XX/XX/2022 - {$1400.00} ( transaction ID XXXX ) After receiving the bag, I paid for an authentication service and they determined the bag was a replica/counterfeit. The XXXX  seller blocked me and I could not contact her. I initiated a XXXX claim on XX/XX/2022. I submitted proof that the seller advertised the bag as being authentic and our XXXX  messages where she verbally confirmed it was authentic. I also submitted proof that the XXXX  seller blocked me so I could not contact her prior to filing the claim. I also informed XXXX that I was on a cruise with virtually no internet access. Due to not having internet access, I was unable to respond in the allotted claim time frame and XXXX closed the claim and sided with the XXXX  seller. 

On XX/XX/XXXX, I filed a dispute with my financial institution, Chime. Claim ID : XXXX Claim amount : {$2400.00}. 
On XX/XX/XXXX, Chime informed me that based on their investigation, no error occurred and the claim is considered closed. 
This same day, I requested the documents used in their investigation. 
On XX/XX/XXXX, they provided me with a one page document that included a paragraph stating that the merchant responded that the buyer did not reach out prior to filing the claim. The buyer did not ask question or request additional info, and the bag is in almost new condition. None of the documents I provided to Chime were used in the investigation. 
On XX/XX/XXXX, I requested a rebuttal for the claim to be reopened. 
On XX/XX/XXXX, Chime concluded no new documents with additional info were provided and they stand by their initial decision. 
On XX/XX/XXXX, I requested a rebuttal for the claim to be reopened. I provided Chime with a XXXX page detailed document that included ALL the information relevant to the case as well as a police report with the XXXX Police Department ( the XXXX  sellers local county ), and a complaint filed with the Georgia Department of Laws Consumer Protection Office. 
On XX/XX/XXXX, Chime concluded no new documents with additional info that was relevant to the case were provided and they stand by their initial decision. 
This same day, I requested the documents in their investigation. 
On XX/XX/XXXX, I requested the documents used in the investigation and asked for a rebuttal for the claim to be reopened. 
XXXX hours later, Chime informed me they investigated and again found no information relevant to the case and no error occurred so they stand by their initial decision. 
On XX/XX/XXXX, the XXXX seller emailed me stating that she would refund me for the invoiced amount ( {$2400.00} ) if I returned the merchandise to her. 
On XX/XX/XXXX, she confirmed her mailing address. 
On XX/XX/XXXX, I mailed the item to the XXXX  sellers address. It was shipped using XXXX ( tracking # XXXX XXXX XXXX XXXX XXXX XXXX ). 
On XX/XX/XXXX, the item was delivered to the seller. 
On XX/XX/XXXX, she stated a refund would be processed the next day. 
On XX/XX/XXXX, I asked the XXXX  seller for a transaction ID associated with the refund or a confirmation number. She did not provide this to me. Later that evening, the XXXX  seller contacted me stating that XXXX informed her that because I filed a dispute with my financial institution, I needed to contact Chime. 
At XXXX XXXX, I called Chime to inquire if a refund was being processed. They stated there was no refund being processed or initiated. 
At XXXX XXXX, I conference called the XXXX  seller on the call with Chime so they could confirm with her that a refund was not processed or initiated. 
At XXXX XXXX, the XXXX seller stated she attempted to initiate a refund for the invoiced amount. She provided me with a screen shot of an error message from XXXX stating can not issue a refund on this transaction as buyer has already filed a chargeback on it. 
I contacted XXXX and they informed me they werent able to do anything on their end because a dispute was opened with my bank, and Chime took over this transaction at that point due to them being the higher hierarchy. 
Again, I reached out to Chime to inform them of this. I was told by a Chime rep that the investigation team handles this and that I could not speak with them, they can only be contacted by a Chime rep submitting a form over to them. I have called them several times and they refuse to provide me with any assistance regarding a refund. I keep being told there is nothing they can do.

Company response to consumer: Closed with explanation