Consumer complaint received 2023-09-15
Company: Chime Financial Inc
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I had a scammer make fake Chime XXXX page, I called the number on it thinking I was getting customer service on my lunch break because I went to get money from my account at ATM and it would only allow me to get XXXX, I needed to get out XXXX total so I was trying to call and request increase to my ATM daily withdrawal limit. The person who I spoke to sounded legit and he told me he could help, but for verification purposes I would need to download an app called XXXX XXXX, saying this was what they used to verify me. I stupidly did as requested, he asked me to move over my XXXX XXXX in Savings to checking so it could be account for told amount needed for limit increase, I should noticed that was weird, but I was on a time crunch and he knew it. He then asked me to go to " Pay Anyone '' tab on my Chime App, I did and he told me to click request money button. I said I am not wanting to send money, He said your not sending anything you are requesting to the number I give you a request for increase of limit to XXXX. I did this, it turns out the number was to a " XXXX XXXX. '' ( Chime has all this guys information ) And you can see in Memo it says " request increase to card limit XXXX ''. After I do that, then with remote app he took control of my phone and then requested all my money in my checking account XXXX. He then transfers XXXX from someone named " XXXX XXXX '' and put in memo " refund '', I am screaming at him to put my money back in my account, he then transfers the XXXX from my account to his account and disconnects the call. I shut off my phone, restart it, delete the XXXX XXXX XXXX and go back into my Chime app and try to get the money transferred back. It gives me a number to call, I call it, speak to a female rep who listens to me for XXXX minutes explain how I was scammed and she says she will put a dispute and I have to wait for 45 days for them to investigate, I ask for a manager, get a guy who repeats what she tells me and then 3 hours later I get email saying we have determined no error and you don't get your money back. I immediately go back online and speak to rep and demand an appeal, she puts in a rebuttal and tells me to send a detailed email of what happened. On XXXX I get email sending me copy of what they used to come to initial decision, it was a short list of questions asked to me by first rep and her one line answers, no details and she got some stuff wrong, on XX/XX/XXXX I get another almost identical email saying the reviewed their systems and didn't find any errors with their site so no error and they would still not refund me. I am on 2nd appeal, I called XXXX XXXX which Chime is partnered with and you can not get through, they just transfer you to Chime. I called XX/XX/XXXX and demanded to speak to upper management or someone in dispute department that keeps sending me determination emails and they give me XXXX in dispute dept, he just tells me he can resubmit rebuttal. I ask how are you determining off what document you provided no error, that I wasn't scammed and this is not fraud? HE tells me dispute dept. only sends out letters the investigation department reviews and then tells them what to say. HE couldn't let me talk to them, They have no apparent number or email address.

Company response to consumer: Closed with monetary relief