Consumer complaint received 2024-08-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: Chime Financial Inc
State: IL

Complaint narrative:
Refund Dispute with XXXX via Chime : INn this situation, Chime is the bank company, while XXXX is the merchant. 

On XX/XX/year>2024, I initiated a return to XXXX and was assured a refund of {$5300.00}. I shipped the XXXX on XX/XX/year>2024, and they were received by XXXX on XX/XX/year>2024. Despite this, XXXX has refused to issue the refund, even after several weeks of waiting. 

On XX/XX/year>2024, I filed a dispute with my bank, Chime, to recover the funds. Chime requested additional information on XX/XX/year>2024, asking how the merchandise was returned, the tracking number, and the date the merchant received the returned items. I provided this information as a screenshot, detailing the answers to each question ( screenshot of my answers attached here as well ). 
Unfortunately, due to a submission error on Chime 's part, the information I provided was not correctly linked to the required questions in the dispute process. 


However, Chime did not correctly link my answers to the dispute, leading to its denial on XX/XX/year>2024. I learned about the submission error through a phone conversation with a Chime support representative, who confirmed that the supporting documents were uploaded but not properly linked to the required answers, resulting in the dispute being declined.

After receiving the denial notice with the reason " No billing error, '' I contacted Chime on the same day ( screenshot with timestamp will be uploaded here ) and requested that the dispute be reopened under a rebuttal. The agent was helpful in reopening the dispute, attaching the necessary answers under the notes of my dispute, and sending an email of where I could submit additional information ( will be uploaded here as well ). I reattached the same documents I had previously provided.

Despite these efforts, the issue with the refund remains unresolved. While I understand that more time may be needed, another concerning issue has arisen with Chime which seems like a hostile attempt to stop the dispute..

Account Closure Threat from Chime : In addition to the unresolved refund dispute, Chime has notified me that they intend to close my account, citing a violation of their end-user agreement. 

I called Chime today, XX/XX/scrub> 2024, to inquire about this decision, but multiple agents provided the same vague response about a violation of some agreement.

This account has not been used for any activities since the refund dispute, so I wonder how I could have violated any sort of agreement, leading me to believe this action by Chime is unjust and unrelated to any actual violation.

Although this could warrant a separate complaint, the timing of Chime 's attempt to close my account while I am actively trying to recover my money raises serious concerns. It appears to be a blatant attempt to sidestep responsibility and potentially avoid addressing the refund dispute. I am also concerned that Chime may be attempting to take my money after closing my account.

After all, if they close my account, how would the dispute continue? They would then have no obligation to assist me, as I would no longer be tied to their financial institution.

Additional Concern : Furthermore, when attempting to add my card number in the next section of this complaint for easier identification, I discovered that the card number is not currently visible in the Chime app and shows as " temporarily unavailable. '' This only adds to my concerns and further leads me to believe that these actions by Chime are malicious in nature.

Company response to consumer: Closed with explanation