Consumer complaint received 2023-04-20
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:
I Contacted Chime Bank on XX/XX/2023 after I noticed 3 charges in my transactions that I did not initiate or authorize. I informed Chime that I did not recognize or authorize these transactions and also informed that I had misplaced my card at some point. I reported the three transactions for dispute and cancelled my debit card, then ordered a new one. Chime informed me that they would investigate the matter and I was eligible to receive a provisional credit and would by XX/XX/2023 if they were unable to resolve the dispute. 

I then received an email on XX/XX/2023, informing me that Chime concluded no error had been made and the claim was denied. I would also be able to request the documentation Chime used to determine this outcome. 

I requested the documentation and was informed that I would receive the documentation within 10 business days. I still have not received the documentation! 

After the initial claim was denied, I reached out to one of the vendors in regards to the charges. I informed the vendor that I did not authorize the charges and would like a refund. The vendor apologized and then informed me that I would need to contact my bank for a refund. I took screenshots of the chat transcript and contacted Chime. 

On XX/XX/2023 Chime bank informed me that I could submit a rebuttal for the denied claim and email any supporting documentation. I emailed Chime and attached the screenshots indicating I reached out to the vendor and I forwarded the email from the vendor and submitted my rebuttal. I was then told Im still eligible for a provisional credit. 

On XX/XX/XXXX, I received an email from Chime informing me that the claim was denied. I informed chime that I had submitted a rebuttal and I requested documentation from the first claim. I called Chime XX/XX/2023 and was informed that the rebuttal claim was denied. I then called Chime on XX/XX/2023 to submit a second rebuttal and asked Chime to remove one of the three charges from the claim because the amount was small ( {$30.00} ) and I would deal with the two remaining charges. I was informed that I was still eligible for a provisional credit by XX/XX/2023. 

On XX/XX/2023 I received an email from Chime stating that I had withdrawn my claim. I called Chime and my call was escalated to a supervisor on the dispute team. I informed him that I still hadnt received paperwork from the first claim back in XXXX and that I didnt withdraw my claim. The supervisor then informed me that he would escalate the issue and ask for more information. I then emailed chime on XX/XX/2023 and requested for them to send me call logs from all conversations to indicate I had chosen to do withdrawal my claim. 

Chime needs to do better and hold themselves acceptable to the deadlines they establish and deliver on promises they have in writing. There is no reason I have no obtained the supporting documentation used to determine the outcome of my claims.

Company response to consumer: Closed with monetary relief