Consumer complaint received 2025-07-14 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: MS

Complaint narrative:
Complaint Narrative : I am filing this complaint against Chime Financial , Inc., regarding their mishandling of a {$3300.00} dispute ( Dispute ID : XXXX and XXXX ) for a transaction with XXXXXXXX XXXX XXXX on my Chime Credit Builder Visa card . I originally filed the dispute by phone on XX/XX/2025, for goods/services not as described. Since then, I have experienced ongoing financial harm, conflicting information, legal violations, and outright neglect by Chime. Worse, CFPB has failed to intervene despite two prior complaints, one marked responded with no correction of the violations, and another wrongly dismissed as a duplicate despite being based on new facts.

PRIOR CFPB COMPLAINT FAILURES : My first complaint ( XX/XX/2025 ) was marked company responded, despite Chimes clear Regulation Z violations and refusal to issue provisional credit. No enforcement or follow-up occurred. 
My second complaint ( XX/XX/2025 ) was rejected as a duplicate, even though it described new developments including the rebuttal, ongoing hardship, failure to resolve, and conflicting info from Chime. 
This complaint is not a duplicate. It covers XXXX XXXX violations and includes new emails, call recordings, and confirmation that Chime found a billing error and still refused to credit my account. 

TIMELINE OF EVENTS & MISCONDUCT : XX/XX/2025 I filed the dispute via phone. Chime sent an email promising resolution by XX/XX/2025. 
XX/XX/2025 Chime denied the dispute with no documentation or legal explanation. 
XX/XX/2025 I submitted a formal rebuttal with evidence. 
XX/XX/2025 Chime claimed a chargeback was filed. 
XX/XX/2025 I notified Chime of financial hardship and asked for provisional credit. I also received an email saying a chargeback was already in progress for my rebuttal yet no date or timeline was given. 
XX/XX/2025 Chime finally sent the denial documentation, which was my own rebuttal documents. Meaning they used evidence I provided after the denial to justify the original denial which is impossible and a violation of Regulation Z. 
XX/XX/2025 My husband, who filed a similar dispute with a different bank using the same evidence, was refunded in full. 
XX/XX/2025 A Chime dispute representative stated on a recorded call : Chime has determined a billing error occurred. Were just waiting to force them to return your money. Despite this, no credit was issued. 
Chime staff repeatedly told me that pre-arbitration had been filed, while others said a new chargeback had begun violating Visas rules that pre-arbitration cant begin until an investigation is complete and a determination is made. Chime also said chargebacks are just merchant communications, which contradicts Visa Core Rule 11.3, where chargebacks represent a formal request for reversal and are not informal messages. REGULATION Z VIOLATIONS ( 12 CFR 1026.13 ) : 1. 1026.13 ( c ) ( 1 ) Acknowledgment and Denial Requirements I received no explanation of the XX/XX/XXXX denial. 
The XX/XX/XXXX email only linked to documentation that I had submitted, not evidence from the merchant. No legal explanation was provided.

2. 1026.13 ( c ) ( 2 ) Timely Resolution Chime was required to resolve the dispute within 90 days or two billing cycles ( XX/XX/XXXX and XX/XX/XXXX ), whichever is shorter. That deadline passed on XX/XX/2025. 
I received no resolution or funds by that date, violating this rule. 

3. 1026.13 ( d ) ( 1 ) Provisional Credit & Collection Bar I notified Chime of financial hardship on XXXX XXXX XXXX.

Under Reg Z, a creditor must suspend collection on the disputed amount and is expected to issue provisional credit when hardship is reported and the investigation continues.

No provisional credit was issued.

I was told on the call that Chime determined a billing error yet 1026.13 ( e ) says once a billing error is confirmed, it must be corrected immediately, including issuing credit. Chime has not done so.

4. 1026.13 ( f ) Explanation of Resolution I never received any proper written explanation of the denial that includes the creditors reasoning or merchant response.

VISA RULE VIOLATIONS : Per Visa Core Rules Section 11.3.2 : The Issuer should provide provisional credit to the Cardholders account in the amount of the dispute during the investigation period.

Per Visas Interlink Operating Regulations : An Issuer must provide provisional credit for the amount of a dispute or unauthorized transaction within 5 business days of notification of hardship or investigation delay.

Chime has violated Visas rules by : Not issuing provisional credit during an extended investigation.

Misrepresenting the chargeback process.

Claiming pre-arbitration was filed before final resolution, violating Visa process rules.

DECEPTIVE, ABUSIVE, AND UNFAIR PRACTICES : I was repeatedly hung up on by Chime supervisors for quality reasons despite remaining calm and respectful. I have call recordings.

Chime refused to answer questions and contradicted itself constantly.

One rep claimed my rebuttal reset the timeline a false and misleading statement under Regulation Z. 
Chimes email on XX/XX/XXXX promised resolution by XX/XX/XXXX, but theyve ignored that. The XX/XX/XXXX email confirmed a chargeback was already in progress, yet gave no deadline. 
I am a longtime Chime user of 5 years with 3 disabled children whose SSI benefits are deposited into Chime. This mishandling has caused hardship, mental distress, and late fees for rent and utilities. My kids and I have had to skip meals due to this.

FINAL DEMAND : I am requesting the CFPB investigate and enforce the following : 1. Immediate credit of {$3300.00} to my Chime Credit Builder account.

2. Full explanation of the June 3 denial and all documentation used.

3. Confirmation of chargeback and pre-arbitration dates.

4. Explanation for the failure to issue provisional credit after XX/XX/XXXX hardship notice. 
5. Explanation of why credit was not issued when Chime confirmed a billing error on XX/XX/XXXX. 
6. Investigation into whether Chime is in systemic violation of Regulation Z and Visa rules.

7. Review of CFPBs own mishandling of prior complaints, including wrongful duplicate designation and lack of regulatory enforcement despite clear legal breaches.

I will add additional attachments upon request as all of my documentation uploaded prior has never been reviewed.

Company response to consumer: Closed with explanation