Consumer complaint received 2023-09-21
Company: Chime Financial Inc
State: GA
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:
Dear Sir/Madam, I am writing to report a distressing incident involving a Chime debit card hacking scam that occurred on XX/XX/2023, at XXXX XXXX. My Chime debit account was compromised, resulting in unauthorized transactions and significant personal information breaches. 

In detail, the incident unfolded as follows : On the mentioned date and time, my Chime debit account was hacked by an unidentified source, leading to my immediate expulsion from the Chime platform. Subsequently, I started receiving notifications regarding multiple suspicious activities, including unauthorized transactions, alterations to my personal information, such as my name, phone number, and email address, all linked to my Chime account. 

Despite Chime 's implementation of a two-factor authentication system, my account 's security measures proved insufficient in deterring the hacker, allowing them to bypass these safeguards with ease. 

The unauthorized hacker carried out three transactions amounting to a total of {$2100.00}, all of which were instantly withdrawn from my account. The first transaction amounted to {$2000.00} at the XXXX XXXX in XXXX XXXX, followed by two additional transactions at {$50.00} each for XXXX in Delaware. It is essential to emphasize that I am a resident of XXXX and have never visited either of these states nor have I ever had any transactions in those states. 

Furthermore, the hacker misused my phone number and email address to subscribe to numerous websites and services, causing further damage and inconvenience. I then had to spend the next morning at XXXX changing my phone number and creating a new email address to fwd all my personal mail. 

Regrettably, Chime has not exhibited a proactive approach in investigating this incident in a timely manner and resulted in denying the disputes saying no error was found. It is clear that the representatives at Chime did not fill out my dispute form with correct materials and blatantly ignored the fact the the charge locations were in two places across the nation at the same time. They also failed to acknowledge at my phone number, name, and pin was changed the instant these transactions began. Consequently, my hard-earned funds, necessary for covering essential expenses such as rent, car insurance, loans, utilities, groceries, and other daily necessities, have been compromised due to their negligent security system. They have revoked their temporary credit and have my account owing money that was stolen from me. 

It is also important to note that Chime was careless in their investigation which shows different time zones than where I reside as well as the names, phone numbers, and emails the hacker registered the charges under ( XXXX XXXX, XXXX ). Chime was careless in their investigation. The IP addresses, location of charges, names, phone numbers, and all information clearly shows this was a system hack and they along with the hackers are at fault. 

Chime has communicated a 3-month timeline for disputing these unauthorized transactions and ended with the wrong decision that no error was found. However, I face pressing financial obligations, including paying my rent late incurring more charges, and spending weeks with no answers. 

This situation has placed me in a state of profound distress, impacting my financial stability and overall well-being. I kindly request your assistance and intervention in ensuring that this matter is thoroughly investigated and resolved expeditiously. Your support is essential in helping me regain control of my finances and security. I have also contacted the FDIC to submit a claim against Chime. This keeps happening to innocent hardworking people. 

I appreciate your prompt attention to this matter and eagerly await your response and guidance on the next steps to be taken. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation