Consumer complaint received 2022-08-09
Company: Chime Financial Inc
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On the night of Saturday XX/XX/XXXX at XXXX I received a charge on my chime debit card from XXXX in the amount of {$130.00} as well as a charge from XXXX in the amount of {$400.00}. I immediately knew someone got my card number so I transferred all of the funds in my account to my partner because I never made this charges! I contacted chime immediately by phone and they said I had to wait until the charges were posted to dispute them. They went ahead and canceled my current debit card and were issuing me a new debit card right away. On XX/XX/XXXX the two charges finally posted to my account so I called chime to dispute the charges by phone. I received an email back from chime the same day saying " Based on our investigation, we have concluded no error occurred. Therefore, no funds will be credited to your account and this claim is considered closed. I then was very frustrated at this point and called them about to submit a rebuttal and they said they would need additional information so I contacted XXXX Managed Payments team via phone and I spoke with XXXX which said my debit card was used on someone else 's XXXX account and the charge was not a purchase that I made on my personal XXXX account. They went ahead and emailed me this information ( attached ) and also stated that they will flag that XXXX account for fraud. I then contacted XXXX and spoke with XXXX who is the bookkeeper at the company. He said I am so sorry that happened to you give me the last four of your debit card and I will cancel the shipment and refund the money to you we have had this happen before to other people. I will email you once I look into this. He then emails me the following email ( attached ) The merchandise charged to your card has been picked up in our XXXX XXXX store. I will not be able to reverse the charge for you. I have attached a copy of the web order and it lists a name for local pickup. Also the merchandise is specific for XXXX XXXX XXXX XXXX XXXX. The school address is : XXXX XXXX XXXX XXXX, XXXX XXXX, LA, XXXX, XXXX. I suggest that you contact the local police and/or the school directly. The email invoice even has the persons information who stole my debit card number and even used my old address as the billing address! I then submitted the rebuttal for the second time on XX/XX/XXXX with all of that information received from XXXX & XXXX XXXX and I received an email on XX/XX/XXXX saying We reopened your claim based on the additional information you provided. We have completed our investigation and have determined that the additional information you provided did not change our decision. We have concluded that no error occurred. We consider this matter closed. I then contacted my local police department to file a police report and they were very happy to see that I had the persons information who used my debit card. The police report ( attached ) was created and I called chime to submit my 3rd rebuttal and got this response denying my dispute on XX/XX/XXXX " We reopened your claim based on the additional information you provided. We have completed our investigation and have determined that the additional information you provided did not change our decision. We have concluded that no error occurred. We consider this matter closed ''

Company response to consumer: Closed with explanation