Consumer complaint received 2022-04-08
Company: Chime Financial Inc
State: IA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, I had XXXX transactions from my Chime bank account that were not by me used in XXXX local stores of my city and vending machine. I reported the card lost/stolen and fraud on the account. I also reached out to my local police report ( XXXX XXXX XXXX # XXXX, XXXX. ) The transactions were as followed : XX/XX/XXXX XXXX XXXX XXXX {$20.00} XX/XX/XXXX XXXX XXXX  XXXX {$20.00} XX/XX/XXXX XXXX XXXX XXXX {$20.00} XX/XX/XXXX XXXX XXXX XXXX {$20.00} XX/XX/XXXX XXXX XXXX  XXXX {$20.00} XX/XX/XXXX XXXX XXXX XXXX XXXX {$27.00} XX/XX/XXXX XXXX XXXX {$1100.00} When I called the following day on XX/XX/XXXX, Chime customer account repeatedly told me that my birthday was incorrect and I had to send in my identification, although I've been a customer since XX/XX/XXXX with no issues. I was afraid it was identity theft, but when I called again on XX/XX/XXXX- they could identify me perfectly fine. This is the first time I had issues with customer service. 

I filed disputes for every transaction above. The dispute number is XXXX. The detective working on the case was able to track down a photo of the person who used the account and video footage from XXXX XXXX XXXXXXXX of the person who used the account. Chime has refunded me for XXXX of the XXXX XXXX transactions and XXXX XXXX  XXXX, but I am still without XXXX {$1100.00}, XXXX XXXX {$20.00}, XXXX XXXX {$20.00}. 

Chime has closed my dispute two times saying there were no errors found, but they have yet to contact either the merchant or the detective. The photo of the person using my card is clearly not me. I have sent in my identification. I've also requested documentation of the " research '' they used to close my case after each closed dispute. I've only received one that is now expired but it said since the card was physically used with chip it was not an error. The card was in physical possession of the woman using my card so of course the card is being used. 

On XX/XX/XXXX, I received an e-mail that once again my {$1100.00} dispute was found not fraud or error and would not be received. I immediately called customer service to ask why and how. I have recorded the call on a second phone due to conflicting information. The customer rep says that the e-mail was sent in error and it was still being researched. He said I had to give them until XX/XX/XXXX. This call is recorded and I can e-mail it. He suggested I e-mailed the chime support e-mail in which I did and received no response. 

I called again on XX/XX/XXXX asking if there's a possible update. Customer service says that it was indeed closed on XX/XX/XXXX. Once again, I recorded this call. The call was escalated and once again they are going to review it and I have to allow 10 business days for an outcome. This would be the 3rd or 4th time in the same cycle. 

I can provide both calls as soon as I figure out how to get them from a phone to my computer. 

They have yet to provide me with any documentation of what research was done since the first XX/XX/XXXX dispute. They have not contacted the detective or merchant ( both have been very helpful. ) and this person is soon to be charged with felony charges yet I still do not have my funds from Chime Bank. 

I have no more evidence to give, but my detective does yet they fail to reach out to them. The merchant also has evidence. 

They are saying I have to give another 90 days. If they close this, I will have to once again re-open wait for 10 days for their decision then if they close it, I have to give another 90 day. This is a repeated cycle with no difference or resolution.

Company response to consumer: Closed with explanation