Consumer complaint received 2023-06-18
Company: Chime Financial Inc
State: OK
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 XXXX/XXXX/2023 I had two email notifications showing that my Chime Bank Account had my email and phone number changed without my permission/knowledge. My account was hacked. I called Chime an hour after I received these emails to reset my email, phone number, get a new debit card and access into my account again. My entire savings funds ( over {$6500.00} ) had been transferred to my checking account and there was a total of 8 unauthorized transactions that totaled to {$4300.00} that had been removed from my checking account. All the transactions were pending when I called to dispute, so I was told the transactions needed to either expire or settle with the merchant before any dispute could be filed. 

On XXXX/XXXX/2023 the transactions settled, so I called to file a dispute ( claim # XXXX ) and on the same day I received an email stating there was no error that occurred and the dispute would be closed. I called and asked for the documentation as to why this was denied, was told it would take 10 days to receive the denial information, and was asked if I wanted to re-file the dispute. I told Chime I did want to re-file the dispute, so a rebottled claim was made under XXXX. I was unable to see any open disputes on my Chime App so on XXXX/XXXX/2023 I called to see if there was actually a rebottled dispute in process since there was nothing showing on my end. I was told by a Chime member there was an open pending dispute for the rebottled claim and was asked to send all supporting documentation to help further prove my case. I sent three emails XXXX/XXXX/2023 all with documents showing my account was hacked, the 8 unauthorized charges, and any other information I had that I thought would further help this case. 

I never received any documentation as to why my claim was denied the 1st time within 10 days like I was promised by Chime. 

I called Chime and spoke with Chime Live Support almost every day to check on the status of my rebottled case to ensure multiple times this claim was being filed under Regulation E and to make sure they had received everything possible from me to help this case. I was told it was filed under Regulation E by multiple different support numbers, so I thought I was okay. 

This morning, XXXX/XXXX/2023 I received an email stating my rebottled case was denied. I called Chime again, asked for the denial documentation again and asked to speak with the Supervisor as well. A second rebottled case has been started ( XXXX ) but I do not trust this bank anymore and need further help. It's been almost a month now since my account was hacked and these unauthorized transactions have taken place with no result, no clear answers and no documentation as to why my dispute has been denied twice now. 

This was money I was saving for almost a year for my fiance and I 's wedding this coming XXXX. I am XXXX and at a loss for what to do or how to get this resolved, but desperate and willing to help in any way I can. Please let me know what I can do to further help my case so I can get my money back. 

Thank you.

Company response to consumer: Closed with monetary relief