Consumer complaint received 2021-10-14
Company: Chime Financial Inc
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Claim ID : XXXX Dispute Type : Debit - Unauthorized Transaction Date Error Reported : XXXX Claim Amount : {$510.00} On Friday XX/XX/XXXX shortly after returning home from work. I received a notification from Chime bank stating that my card declined at XXXX XXXX XXXX for 2 transactions of {$200.00} and {$100.00}. The reason explained in the email was that the wrong pin was used. This was strange because my card was in my possession. I quickly called chime and alerted them of the situation. While I was on the phone with a representative named XXXX she disabled the card and ordered another one. While on the phone with XXXX another alert was received. They went to another location and tried again. The card declined again at XXXX XXXX XXXX for {$180.00} due to the card being disabled, as stated in the email received. I was told that these transactions didnt go through and that they would fall off and would get my money back. My question is how can someone input the wrong ATM pin?, and still be able to steal my money. Why is the balance being subtracted from my account if the pin is wrong? I was transferred to the dispute department. I then told them again what happened, they Basically told me they couldnt do nothing and had to wait for the transaction to clear. The transactions didnt post till Sunday XX/XX/XXXX. I contacted chime. I provided all the information from what happened to the agent. Based on the way they were handling the information I could tell they didnt care or know what they were doing. I expressed my frustration and asked how could this happen? And what would be the proper recourse would be. I contacted them for days explaining my situation over and over and over again. No one in the company seems to care, use common sense or logic. The representatives provide no help and they seem robotic, lethargic, and they give the same responses. Nothing to try actually figure out your problem. After speaking to representative numerous representatives on XX/XX/XXXX. I received an email stating my dispute was denied and that based on their investigation no error was found. That is impossible and I feel they closed my case without do an investigation at all. There is no way you can tell me no error was found when clearly the alerts on my phone said the wrong pin number was used and they were still able to get money, explain that. Clearly there was a problem. Anyone doing an investigation can has to answer that very question. Chime has the worst agents. No one wants to help, they hang up the phone. I called and no one is providing me any information as to why my claim my claim was denied. They dont help in any way. They just read company policy over and over after you stating your issue, no way of actually trying to fix it.. I asked for a high level manager to speak to there is none, no way to contact corporate. As of today I will be filing a police report, going up the locations that was sent to me in my emails and request to see camera footage. This an outrage that I have to do my own investigation to get my money back that stolen from me. Im disappointed in chime and would not recommend this bank to anyone. XXXX to a bank where you can actually see an agent.. I plan on taking this as far as I can till I get my money back. This has been an inconvenience to me and family during this time.

Company response to consumer: Closed with explanation