Consumer complaint received 2023-09-24
Company: Chime Financial Inc
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
on XX/XX/2023 i got a text message from the bank or so I thought it was the bank asking about a fradulent transaction for the amount of XXXX from a XXXX in XXXXXXXX XXXX I replied no. I then got 3 phone calls from the banks automated system which I missed because I was sleeping due to working XXXX  shift. I got a 4th call and picked up for this call. This was around XXXX on XXXX. It was a male on the line claiming to be the bank ( chime ) and trying to confirm a fraudulent charge. I declined the charge and they proceeded to help me reset my password, confirmed my address was wrong as well as the address that was on file. I recently moved so my address was not yet updated on the banks website under my account. So they said they needed to cancel my card and send me a new one to my new address at which time I gave them the correct address and they stated they were updating it for me. They stated they could see the device in florida logged into my account and in order for them to log the person out I needed to uninstall the app from my phone and redownload it once they advised me to do. I did as requested. I reset my password with their temporary password they gave me via confirmation codes, once again sent from the banks system which I have previous text messages from when I reset my password previously. So I had no reason to think this was not someone other than the bank. The phone number and text message number were from previous valid transactions made with the bank. The person then stated he was going to send me one bogus charge and to accept it. I did that and i got a text from the same number stating that the charge was declined. And thanking me for confirming that I am who I say I am. The person then stated that I needed to say no to the next bogus charge. This next one never came through and I was put on hold for about 10 minutes at this time. The male returned to the phone asking if I got the second text message in which I stated no, and I was placed on another hold. He was gone for about 2 minutes and unmuted the phone at which time I could hear him and at least 2 females talking and laughing in the background. At this time I hung up immediately. I redownloaded the app to find that every XXXX from my savings had been moved to checking, and 4 back and back transactions were done at XXXX. XXXX at XXXX XXXX, and XXXX at another, all located in texas. I got emails stating that a device from CA was logged into my account at this time. I called the bank to filed a dispute and explain what just occured. At this time I was at work clocked in which I can not do unless I am at work. There was no way I could be in CA or TX when I am in NC clocked in at work. I clock in around XXXX. 

I have sent the bank text message screenshots, my call logs, my emails showing that the charges were done from a phone that was logged in CA, at the same time the transactions occurred. The bank claims no one can call out on their automated system but clearly they can, as well as the text messages confirming they declined a charge and also changed my address. I also sent the bank the photo of my time card from work to show I was at work just minutes after the transactions occurred. 

I have reopened my disputes many times. All to have them be declined with no explanation as to why besides my own statements to the bank each time. Their system even flags this situation as scam/fraud. They at one time even closed it out again before I could submit my time card from work to prove I cant be in CA and NC at the same time when I was at work.

Company response to consumer: Closed with explanation