Consumer complaint received 2023-09-21
Company: Chime Financial Inc
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I was XXXX  in XXXX  from XX/XX/XXXX through XX/XX/2023. During this time my Chime credit builder card was used to withdraw {$100.00} at an atm. Total charges I was charged was {$100.00}. I filed a dispute and provided Chime with documentation proving I could not have made this charge because I was in XXXX. Just over 2 hours after filing my claim I received an email stating after their investigation they decided that no error occured. I immediately requested copies of all information used for them to come to that decision. I received an email back from them the next morning with 1 screenshot of the information that was used to deny my claim. The only thing they used was the actual transaction of an atm withdrawal made on my account. All that did was prove a transaction was made. They did not use my written statement, nor did they use my evidence proving the dates I was detained therefore I could not have been the one who made the withdrawal. I requested a supervisor look over my dispute and appealed their decision. I then provided even more documentation from my case and the court process showing I wasn't released until XX/XX/XXXX. They emailed me stating the documents would be sent to the investigation department and would be looked at. The next morning ( today ) I received an email stating they found no error occured and " As part of our investigation, a review of our systems was performed in addition to information provided during the claim filing process. As applicable, we coordinate with other financial institutions, merchants, and networks as part of the claim review. '' Once again I have requested a copy of all the information that was actually used to come to this decision. I asked if they even read my statement or the letter from probation office verifying dates of my XXXX, or the file that was additionally sent from court transcript showing date of my XXXX, XXXX, and the date the case was dropped. Clearly they are only allowing a computer system to determine my claim. Their user agreement for the Chime Credit Builder card states " liability for unauthorized transactions that take place on the XXXX system is XXXX dollars ( {$0.00} ). We may require you to provide a written statement regarding claims of unauthorized transactions. This protection does not apply if we determine that you have been fraudulent or negligent in the handling of your Card. These provisions limiting your liability also do not apply to any credit transactions that are not processed by XXXX. See YOUR BILLING RIGHTS below for more information concerning your rights and our responsibilities under the Fair Credit Billing Act and your potential liability for transactions that are not covered by this section. '' Chime did not once say they find me to be negligent or fraudulent in the handling of my card. According to their agreement my dispute should be approved and the funds returned to me. Chime not accurately and thoroughly following through with considering all the information provided for my claim is victimizing me all over again. Because of the way my dispute was handled they are condoning theft from my account.

Company response to consumer: Closed with explanation