Consumer complaint received 2022-07-13
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 XX/XX/22 I received a phone notification regarding two unauthorized transactions linked to my Chime Checking account, totaling {$150.00} ( one charge for {$100.00} ; a second charge for {$50.00} ). The charges were made to an organization named XXXX, based in XXXX XXXX. I live in XXXX. I was concerned that my card details had been stolen, so I went into the Chime app to turn off transactions, and to request that new cards be issued. Also, within ten minutes of receiving the notification, I phoned Chime and spoke to a representative to report the unauthorized transactions. 

At the time of the call, the transactions showed as pending on my account. The representative I spoke with shared that I would have to wait until they posted to file a dispute with Chime, to help resolve the matter. I followed those instructions, and on XX/XX/22 received what was noted as a provisional credit, which saw the money stolen from me refunded. On XX/XX/22 the credit was reversed and the stolen funds were, again, withdrawn from my account. 

I was confused by this development, so I checked my email to see if Chime had offered any explanation. I received a letter from Chime that said, in part : Claim ID : XXXX Dispute Type : Debit - Unauthorized Transaction Date Error Reported : XXXX Claim Amount : {$150.00} " This letter is to inform you that we have made a final determination regarding the claim referenced above. Based on our investigation, we have concluded no error occurred. On XXXX, a provisional credit was posted to your account on a temporary basis until we completed our investigation. On XXXX, the provisional credit will be reversed and your account will be debited in the amount of {$150.00}. You may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies of the documents, or have further questions, please contact us ... '' I phoned Chime and spoke with a dispute intake representative ( ID # XXXX ), regarding the manner. I expressed confusion as to the " no error occurred '' language, as well as Chime 's decision to revoke the credit provided after an unauthorized transaction was reported. I noted that I had never had this type of issue when reporting unauthorized transactions to other banking authorities, and I shared that the reversal made me question the safety of banking with Chime in the future. I also asked for some clarity regarding an investigation process that could determine that there was no error involved in the theft of my funds. I also inquired into the process involved in rebutting Chime 's decision to side with the individuals that stole my funds, over the person who had been banking with them for the past two years. I requested written information on why the dispute was denied, and what the rebuttal process involves. I also requested to receive a call from a supervisor in the Investigations Department, to further help me understand the decision making process. 

The agent wrote down my concerns and shared that they would be forwarded to the Investigations Team. The agent expressed some empathy with my situation. Verbally, it was shared that in these instances, Chime members are sometimes asked to provide evidence that they did not travel to another country to make the unauthorized purchases. This evidence, it was shared, could be provided in the form of a screenshot of certain transactions during a window of time. I noted that as the banking institution, with access to my full transaction history, Chime already has this information. I expressed confusion as to how a screenshot could offer additional insight. I also noted that if I was the victim of a cybercrime, no one would need to physically be in another country for the theft to occur. In addition, I requested that this policy be forwarded my way by mail and email. 

I was told that I may not receive any follow up by phone or mail. Chime supervisors sometimes follow up via email, but the follow up is not guaranteed. I expressed concern about this policy, and how it seemed to indicate a lack of value in Chime customers. I shared my phone number and requested to be called, and noted that I would document any refusal to speak with me by phone regarding this matter. 

I also requested to know how long follow up might take. It was shared that this information is not provided to the Dispute Intake Team. The only information that could be confidently shared, was that some form of documentation might be sent my way within 10 days, and that some sort of resolution might be reached within 90 days. 

This experience will likely lead to the end of my relationship with Chime. After two years of business, this experience highlights how little the organization seems to value the individuals that trust the organization with the safe keeping of their money. I would not be disputing these charges if I had authorized the transactions. And I do not think that people should have to fight this hard to have money returned that was stolen from them.

Company response to consumer: Closed with explanation