Consumer complaint received 2026-03-12 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: FL

Complaint narrative:
On XX/XX/year>, I made a purchase online on my phone from the website XXXX for an Electric Bike called XXXX after seeing an advertisement on XXXX. I did not purchase from the link in XXXX. I accessed the site from my computer and made the purchase there after doing some investigating and making sure it seemed legit. After securing the purchase I received and text with a link to a tracking system with the tracking number XXXX which said my E-Bike was being shipped from XXXX and would arrive by XX/XX/year>. That day came and went, I didnt receive anything yet so I continued to track the package all the way until XX/XX/year> when I saw the packages had been delivered to my home and could be found by or in the Mailbox, which struck me kind of odd. I get home to find a bubble parcel envelope containing 2 keychains inside and sure enough the envelope brandished the tracking number I had been tracking from XX/XX/year>. I immediately attempt to go back to the website in which purchased ( which I bookmarked In my phone ) to find a contact number to reach out to the merchant about this discrepancy, and found that the website was no longer active and could not be found. In a panic I immediately contact Chime and got connected to the Disputes Team and filed a dispute explaining that I received something completely different than what I requested and that I had no way to contact the merchant as the site was now gone. Dispute # XXXX was opened on XX/XX/year> and I was advised it would be investigated. After waiting for almost a month I received a denial on my Chime App and immediately reached back out to Chime to inquire why my claim was denied. I was advised that the Investigation team had sent me an email that when I later looked I found I had missed requesting additional documents to support my dispute and because I had not responded they denied the claim stating there was no billing error. I immediately rebutted because I never said there was a billing error I clearly stated I was scammed and sent two keys chains as oppose to an Electric Bike, but if they would reopen my claim and I will send them what I could to confirm my claim. On XX/XX/year>, Dispute # : XXXX was opened and I then forwarded over my screenshots, photos, and information I bookmarked in my phone from when I made the purchase ( all attached to this complaint. ) I then waited for a response and on XX/XX/year> I received another denial for the same reason no billing error. I reached back out to Chime Disputes and was recited the same information I could read on the denial at which time I asked to be escalated to someone higher to get a resolve because I wasnt understanding why it was still being denied. The rep and the supervisor over talked me and did nothing to support me. They asked for additional documentation to support it further but I advised them I didnt know what else they are looking for. I asked for suggestions, none were provided at which time I asked to speak directly to a investigator who could actually go over the documents as the rep and supervisor they did not have access to my supporting documents. I refused to accept that answer after which they hung up on me. I called back and pleaded with the new rep asking for help, her name was XXXX and she said she would send over to me the documents used in my investigation so I could see what was used to determine this denial. Upon receipt, I found all the images and screenshots I sent and the intake form form the questions that the rep asked me. Nothing else. This was unacceptable and not a thorough investigation at all because if the merchant was attempted to be reached they would have found that it was a scam and would have approved my claim.

Company response to consumer: Closed with non-monetary relief