Consumer complaint received 2022-11-03
Company: Chime Financial Inc
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Tuesday XX/XX/2022 starting at XXXXXXXX XXXX my card was fraudulently used 6 times to do 6 different ATM withdrawals at 3 different ATM locations and 1 transaction made at a restaurant. I woke up XXXX  morning on XX/XX/2022 to get ready for work and noticed I had several notifications that withdrawals have been made the night before while I was asleep in my home. I immediately called Chime to cancel my card out and to dispute the charges. The representative I spoke with cancel my card out and had a new one shipped out to me and started my claim. Not more than 24 hours have surpassed, and on XX/XX/2022 I received an email from Chime that stated " based on our investigation, we have concluded no error occurred. Therefore, no funds will be credited to your account and this claim is considered closed. You may request a copy of the documentation we used in determining the final outcome of the investigation. If you would like to request copies of the documents, or have further questions, please contact us at XXXX ''. In which I requested the documents that were used in determining how my case was closed so fast. In the meantime I filed a police report to add onto my claim to help use that as support. {$1100.00} dollars had escaped my account within a XXXX minute time span overnight and Chime was already letting me know that they were not here to help me at all. XX/XX/XXXX I submitted my police report and noted that I had to wait until 2-3 days for the official physical copy but emailed proof of me filing the police report with the officer 's name and report number. The same day I got an email back saying they received my rebuttal and would escalate it to their investigations team for review. XX/XX/2022 I received an email from Chime 's support/investigative team that stated " We reopened your claim based on the additional information you provided. We have completed our investigation and have determined that the additional information you provided did not change our decision. We have concluded that no error occurred. We consider this matter closed. You have a right to obtain copies of the documents we relied on in our investigation. We trust that this information resolves the questions you had related to this matter ''. Yet again I'm being shut down and thrown to the side without proper answers or even the documentation that I had previously requested, but taking the necessary steps to ensure that my funds get back to me that are technically federally insured. On XX/XX/2022 I respond and ask yet again for the documents they used to determine why my case was closed again. XX/XX/2022 I received an email from Chime stating if I did not agree with the outcome of my dispute that I could provide receipts, police report, any conversations I had with the bank about the transaction ( s ), etc. and then received a following email the same day stating that a thorough investigation was conducted on my claim and included reviewing purchases, transfers, deposits, and withdrawal behaviors that have taken place on my account. After carefully determining those above factors they determined no error was made. How in the world would those few things be considered " thorough '' and have anything to do with my money being stolen? & my school refund check at that, that I had just got deposited into my account. On XX/XX/2022 I submitted my official police report and the end result was the same... absolutely nothing being done and stating no error occurred and sent me the same emails from before.

Company response to consumer: Closed with explanation