Consumer complaint received 2023-08-17
Company: Chime Financial Inc
State: TX
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 and XX/XX/XXXX I noticed several unauthorized charges on my account that occurred back to back from a merchant called XXXX  totaling XXXX and also for XXXX I immediately reached out to Chime member support and explained the issue and confirmed that I didnt authorize or make these transactions. I explained that to them that I lost my phone and it had my card info and other info inside the card was then deactivated and a dispute was filed and while speaking with the support agent I was told that within 10 days I would receive my provisional credit and it could take 45 days for investigation to complete. XXXX XXXX the same day dispute was filed I got a denial for the amount of XXXX and was told that I can request the documentation that led them to the decision I requested those documents and was told that within 10 days I would receive said documents also if I didnt agree with the decision I could submit a rebuttal and they would reinvestigate my claim so I did that on XX/XX/XXXX not even 24 hours later I got another denial for the {$250.00} once again went through the same generic response from the day before. Once again I asked for documentation and submitted a rebuttal. XX/XX/XXXX same email ( denial ) I repeated the same steps once again. From XXXX I received no emails on XXXX I received a denial email for the amount of XXXX and I went through the same process request for documents and submitted a rebuttal. On XX/XX/XXXX I received and email with documentation that was used in the {$250.00} claim and no proof was presented to show that the charges were my charges so I reached out and once again submitted a rebuttal. From XXXX I went through denial and rebuttals every other three days I reached out to you guys and finally on XX/XX/XXXX I received provisional credits for both amounts and finally got documents thats still never proved that I made the said transactions I also filed another dispute on XX/XX/XXXX in the amount of {$490.00} through XXXX XXXX. I explained to the support agent that as soon as I seen the charge I called them and ask could they cancel the transaction because I didnt make it and it was still pending they told me to reach out to XXXX XXXX and ask them to stop the charge I did that and was told by XXXX XXXX support that since it wasnt my account they couldnt even pull the account up and that I would need to file a charge back with chime I called chime back and explained this and was told that once the charge is no longer pending I would need to call them back and continue with my dispute and I would immediately receive my funds back after explaining to them that as soon as I added the money to my account to pay my utility bill it was snatched out and that it should be something they could do fast forward three days later I received an email saying my claim was denied and from XX/XX/XXXX until this present day I have been going back and forth with submitting rebuttals. They reversed both provisional credits with absolutely no proof that an error never occurred I have every single email and documentation they have sent me and even an email from the other merchant saying I dont own an account with them. After 5 months of being stressed and depressed about my money that they have allowed to be taken and refuse to give me back I just want back. I want them to be held accountable for not protecting my money as promised.

Company response to consumer: Closed with explanation