Consumer complaint received 2024-06-25 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: KS

Complaint narrative:
On XXXX XXXX XXXX XXXX XXXX I placed XXXX orders with XXXX for {$230.00} ( Order # XXXX ) and {$200.00} ( Order # XXXX ). Approximately 2-3 weeks after placing my order I contacted the company via email for a status update on my order to see if the order would arrive in time for my event coming up at the end of XXXX. I contacted the email listed in my order confirmation as well as the contact email listed on their business page. To my surprise both emails were returned as Address not found. I was able to send an email to another email address listed on their site and it did go through but I have yet to receive a response. I was surprised to not receive a response because I placed an order with this merchant 3 years ago and asked for a status update at that time as well and was promptly notified of the estimated delivery of my order. After a couple of days with no update I went to the companies social media page to see if they were still actively posting as they were 3 years ago. To my surprise, they had not made a post since XXXX. I still proceeded to message them on their social media page since the page was still available to the public no response. After waiting a few more days after that I notified the company that they had 48 hours to either send and ETA on my order or issue a refund before I dispute the charges with my bank no response. Feeling that the business was no longer in operation, I reached out to Chime Bank to file a dispute on both charges one to my Chime Debit card and the other to my Chime Credit Builder card. I waited the advised 10 days before calling to check the status. Once I called Chime for a status update the representative I spoke with in the dispute dept let me know that a ticket will be submitted to inquire about the delay in processing my dispute. After a week or so I received a denial of my dispute, stating that no error occurred. I was in complete shock since I submitted all photo evidence showing my attempts to contact the merchant about this matter with no response and I had not received my order. Infuriated, I contacted the dispute dept and spoke with another supervisor asking for a better explanation of why they feel no error has occurred if neither I nor Chime can reach the merchant to verify if my order has been sent to me or is still being completed. The supervisor, along with many other supervisors in the days to come, agreed that if I have not been able to contact the merchant and I have not received my order then that should entitle me to a chargeback. And so a ticket was filed requesting information about how the dispute team came to their conclusion would be emailed to me. About a week later I received said email and was even more infuriated to see that the only information provided to me as a basis for my claim being denied was the photo evidence I had submitted when I initially filed the claim. So I called the dispute department AGAIN and spoke with another supervisor AGAIN and demanded my money be returned to me, as I know for a fact that Chime Dispute dept had not contacted the merchant at all because I knew at that time that the company was no longer in business. I asked how this isnt considered fraud if the merchant took a payment from me with no intention of completing my order. I was told that it couldnt be fraud because the transaction was authorized. I responded that I only authorized the transaction with the intent of receiving what was paid for and so because that is not being done, my quid pro quo agreement with this merchant would be null & void along with my authorization of the charge. The Supervisor once again agreed that I should be eligible for a chargeback and submitted an appeal to my decision and a ticket to make the issue a top priority for the dispute dept. Mind you, after this I was calling Chime every other day to get to the bottom of what was going on. I have contacted Chime at least 20 times about this same issue. A week ago I received an email from the dispute department asking for more evidence showing when my order was expected to arrive and if the merchant had sent any notice of cancellation. I advised them that the merchant had not sent me anything since sending my confirmation email and I also submitted a screenshot photo of my order confirmation ( that I had already sent previously ) showing my order would be shipped in 2-6 weeks because it was a custom order. By this time in the dispute process the entire 6 week timeframe had passed - and to this day I have not received a response, update, cancellation, or refund from the merchant. To my shock and horror, Chime has denied my appeal today. Once again stating that no error occurred which I am having a hard time understanding how they reached that conclusion when the merchant can not be reached and I still have not received my order. Even in the explanation that was provided to support their initial decision, there is no indication or statement that the merchant had been contacted whatsoever more than likely because they are not in business. I am done speaking with Chime because it is clear they have no intention of willingly helping me with this matter. So I am filing this complaint as well as mailing them a letter of intent to sue today.

Company response to consumer: Closed with explanation