Consumer complaint received 2025-06-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: OH

Complaint narrative:
I made a purchase for oil ( body care products ) on XX/XX/XXXX and XX/XX/XXXX. This company has always been a preorder company, the products are bought, then the website is closed while an order for supplies are put in by the owner and then made by hand and shipped out. The process from ordering to receiving is between XXXX months. This was also posted in the website terms when it is open for shipping. For this particular sale, the company was hosting a going out of business sale with items largely discounted. With this being the last sale the shopping time was expected to hold to XXXX months as usual, and with the large influx of orders due to the large discounts. XXXX XXXX the merchant sent out a large email blast to purchasers stating that she would not be fulfilling any orders or subscription box services she previously stated would be ongoing after the website/company closing, due to financial issues and the inability to have the space or materials to make any of the ordered items. In the email she also stated for all customers to request a refund through their financial institutions the orders were placed with to receive their full refund. I initially sent an email just to ask the merchant for clarification if this was obligatory, if the orders would never be filled or if the orders would possibly be able to be filled at a way later date. The site and business is permanently closed so I put in an initial dispute with Chime on XX/XX/XXXX dispute id XXXX. I sent over my order totals and receipt and the email from the merchant stating no orders would be filled and to request refunds through our bank. As long as additional posts from the merchant such as the post that it is a the last closing sale, and previous receipts of payments of past orders and emails from the date the orders were mailed, to show that it is normal practices for this business to ship past XXXX weeks for order. Also in the email from the merchant cancelling, they expressed they waited so long to tell customers they were not shipping any items as they did not want this occurrence to be real and mark a bad end with customers to a business they had been running solo for many years. XX/XX/XXXX my dispute was denied regardless of paying for services and products never rendered or delivered, and confirmed with the merchant to not be able to fulfill the orders and request refunds. I filed a dispute to reopen the case again on XX/XX/XXXX and XX/XX/XXXX of XXXX. Uploading any proof they needed including date of cancelled order and continued correspondence I was having with the merchant regarding the issues I was having with chime not refunding me and her wondering what extra information they could want to prove my order was not received, if they had signed documentation from the merchant orders would not be filled and needed to be refunded. The merchant also stated she could not refund customers directly as she was in extreme debt and overdrawn accounts due to all of her orders being refunded requested. I also submitted and email the merchant sent after the fact to emails and business pages asking for money donations, further backing the merchant closing the site and order fulfillment due to financial issues. Additionally, outside of me reaching out to the merchant and proving email confirmation of all orders being cancelled, the company Chime could not have investigated by also reaching out to the vendor or it would have been confirmed that the orders were canceled and not fulfilled. My XXXX orders placed XX/XX/XXXX and XXXX of XXXX totaled {$330.00} together.

Company response to consumer: Closed with explanation