Consumer complaint received 2023-04-14
Company: Chime Financial Inc
State: MS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have tried multiple times to resolve my issue with my bank Chime XXXX XXXX XXXX  ). I originally filed a dispute with Chime XXXX XXXXXXXX XXXX ) on XX/XX/XXXX upon receiving a text message from Chime stating that I had spent {$130.00} at XXXX at approximately XXXX XXXX CST. My original dispute number was XXXX. I was finally granted a temporary provisional credit on XX/XX/XXXX of {$130.00} which was then reversed and removed from my account on XX/XX/XXXX a week after my initial dispute was denied. 

On XX/XX/XXXX after receiving the detailed " reasons '' that my dispute was denied I filed a rebuttal and included as much documentation as possible. I am unable to obtain any information from XXXX regarding who this was shipped to since it is not my information ( even though they used my debit card fraudulently ). My rebuttal with Chime was denied again on XX/XX/XXXX. I have since contacted the Risk Management Department at XXXX again, and filed a police report with the XXXX XXXX Police Department Report # XXXX which can be reached at XXXX. My complaint with XXXX was escalated to a special team in the Risk Management Department XXXX I asked Chime to send the documentation that was used to determine the denial, and filed an official complaint with the FDIC, who then forwarded the complaint to the OCC. Since Chime ( XXXXXXXX XXXX ) is overseen by the two organizations I was instructed to file a complaint here as well. 

Here are some facts with regard to the reasons for denial received from Chime after the first denial. 
I am a night shift XXXX who worked until the XXXX of XX/XX/XXXX, and I was sleeping the entire day until I was woken up via a text message saying that I made a purchase at XXXX at XXXXXXXX XXXX I had not been awake to do so. Nor had I made any purchases from XXXX since XX/XX/XXXX. This can be verified with XXXX as well as my detailed order history I provided to Chime. 

I did not make the purchase at XXXX, and immediately began a chat with a Chime representative which you can see clearly documented via the attachments. I made sure to let him know that it was not me that made this transaction. I had not been to nor ordered from XXXX since XXXX the XXXX when I had a grocery delivery made to my house. See my FULL order history for the 60 calendar days Leading up until XX/XX/XXXX. 
Chime claims one of the reasons for the denial is this type of transaction was not uncommon for me. 

If Chime Representatives did their research they would know that I have been a long-standing customer of XXXX, not just since XXXX and I have never disputed a charge from XXXX. Essentially Chime support and the dispute department is calling me a liar. Again, I have nothing to hide and XXXX Risk management team can verify I have NO orders or purchase history in the amount disputed. XXXX Risk Management Department can be reached at XXXX Option XXXX, Option XXXX. 

While I was on the chat with the representative at Chime I received a text message that you will find enclosed asking me if I had also made a purchase at XXXX which I responded no to. If my card was " not compromised '' why would you send me a text message asking if I made this purchase? Clearly my card was compromised as it was made evident from the text message from Chime, and my card was shut off and a new card was issued and sent to me overnight from Chime. Chime claims there was no other fraudulent activity on my card, yet this text message was received within 45 minutes of the XXXX transaction notification. It is clear to me, someone was going to have a spending spree with my debit card until it was shut off. 

I have spent countless time on the phone with risk management at XXXX themselves. They can verify with you that I have made no such purchases using my card ending in XXXX for the amount that has been disputed. XXXX 's risk management team can verify that this transaction did not ship to me, nor my name but they were able to locate the dollar amount and my card was used fraudulently. 

My contact information with XXXX is : XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX. 
The last four of the card number used was XXXX.

Company response to consumer: Closed with explanation