Consumer complaint received 2021-04-27
Company: Chime Financial Inc
State: IN
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/XXXX I received a text message from Chime Fraud Alerts asking me if I attempted a transaction at XXXX for XXXX. I responded No. The following day, I received another text from the same number asking for a code to verify my identify and shortly after I revived a text from Chime with a six digit code. I entered the code. I received a call from Chime, I didnt answer the first 2 calls because they popped up as potential spam. I received a text that stated a Fraud specialist will be calling me and I received another phone call. I answered and it was someone claiming to be a Chime Fraud specialist and that someone in California was trying to use my card, but they caught it and they were going to make sure nothing happened to my account. They were going to be sending me a new card, changing all my passwords and pin, and disabling my current card. So we are on the phone from XXXX XXXX on XX/XX/XXXX until XXXX XXXX on XX/XX/XXXX. During that time, the Fraud specialist is telling me that I would be getting text messages asking about transactions and to respond yes to all of them. He stated it was apart of the process of securing my account. So I did as instructed. Then he stated I would see transactions on my card but that he was the one that was doing it and they were not going to go through, just going to be in pending status and then the money would be returned to my card. So l allowed that to go on. There were multiple charges on XX/XX/XXXX for different amounts that he placed on my card ( listed below ) XXXX - {$17.00} XXXX - {$100.00} XXXX - {$100.00} XXXX {$85.00} XXXX- {$87.00} XXXX {$64.00} XXXX- {$45.00} XXXX {$21.00} XXXX- {$4.00} XXXX- {$6.00} XXXX {$.00} XXXX {$27.00} XXXX- {$16.00} XXXX {$7.00} Once he placed the charges on my card, he repeatedly informed me that they were not real charges and they were going to be credited back to my account once I receive my new card in the mail. Once the phone call concluded on XX/XX/XXXX, he had disabled my card, ordered me a new one, deleted my PIN number, assisted me with changing my password, deactivated my online account, and placed the charges on my card. Also during that time my card was repeatedly added and removed from XXXX pay, which he informed me he was doing that as well. He informed need my new card was on the way and once I activated it, my account would be credited and all of my money would be as it was before everything occurred. He also informed me if I needed anything I could just text the Chime number that he had been contacting me from and he would call me. 
The following day, XX/XX/XXXX, I checked my email and saw that a bank account was added to my Chime account. I logged into my online account and saw that there was a bank transfer from my account to the linked one, XXXX XXXX, for {$1300.00}, which I did not authorize. I immediately contacted Chime disputes and disputed the transfer. Then I text the Fraud number and asked the agent to call me. He called and I informed him of the transfer and he informed me that he would take care of it. He informed he that he reported the transfer as fraud as well and that my money will be credited back to my account. He also informed me my new card would be arriving later in the week and once I activate it, all of my funds, the XXXX and the pending transactions would all be credited to my new card. 
Two days later, the {$1300.00} was returned to my card by the bank. 
On Thursday, XX/XX/XXXX, I realized I did not receive my direct deposit from my job. So I text the Fraud agent to see if there was something going on in my account. He informed me that my direct deposit was sent to a different account that they set up for me and that he would move the money from my current account to my new account. ( This did not make any sense to me ). He told me to use the pay friend feature on my account and send my money to a phone number that was linked to my new account, which he provided to me. I did as instructed. Afterwards he informed me something went wrong and to email Chime support and inform them that I accidentally sent my money to the wrong number. I did as instructed. He informed me to wait for an email response and to text him once I received it. After getting off the phone, something didnt seem right to me so I went into my account and cancelled the transfer. I informed him that I cancelled the transfer. He called me and we confirmed I had my money back and then he informed me to send it to a different number. I did not do that because it didnt seem right. He said he would work on another way for them to link my now 2 accounts so that I could revive my direct deposit and that he was going to call me back. I never received a call back. 
The following day I received my direct deposit. 
( I think it was just late. The agent was lying and trying to get me to send my money to an unknown number ) On Friday, XX/XX/XXXX, I received my new card in the mail. I activated it and text the agent and informed him I received it ( so I could get my credit ). 
On Saturday, I text the agent and informed him I still had not received my credits. He text back it was processing and they would notify me when it was completed. 
On Monday, XX/XX/XXXX, I text the agent and asked him when my money was going to be credited. He responded that my direct deposit was processing. I informed him I already received my direct deposit and that I was referring to the credits for the charges he placed on my card. He responded that it was processing and I would be notified by email. Then I received another text that a Chime Fraud agent would be calling me. He called and we began talking about my credits. He told me he was going to get everything credited while we were on the phone. He asked me did I receive my new card. I informed him I did and he asked for the card number. He informed me he needed it in order to put the credits on my new card. So I gave him my card information. He informed me he was going to work on getting my credits and he placed me on hold. Shortly after, I received a text that my card was enrolled in XXXX XXXX. A few minutes later I started seeing charges on my charges for XXXX, that I was not making. Once the agent returned to the phone, I informed him of the charges. He told me he was going to stop it and get it rectified. He placed me in another hold. The charges continued. He came back and i informed him it was still happening. As it was happening he was asking me to update my balance to him, which I did. At one point the charges stopped and he told me him and his supervisors stopped the charges from happening to my card and he was going to work on my credits. He placed me on another hold. The charges continued until there were a total of 10, as follows : XXXX - {$100.00} XXXX {$100.00} XXXX- {$100.00} XXXX- {$100.00} XXXX- {$100.00} XXXX {$100.00} XXXX {$100.00} XXXX  {$100.00} XXXX {$100.00} XXXX {$100.00} Once the agent returned to the phone, I informed him off the additional charges. I then informed him that I felt like something was going on at Chime and with him because none of this started happening until he contacted me. He hung up on me. I then called Chime back ( I called the same number he called me from, it was Chimes customer service number ). I spoke to another agent and informed him of all of the charges from XX/XX/XXXX and XX/XX/XXXX. He informed the charges were pending I had to wait for them to post before they can be disputed and that they would do all they could to investigate the Fraud on my account. He informed he that I would receive an email from the dispute department informing me of my next steps. I have not received an email yet. 
I am not sure I want to work with Chime any more looking back and seeing how it is a very high chance that someone at Chime is using their power to steal peoples money. I have not been credited back for any of the charges on XX/XX/XXXX that were made by the Chime agent. And now I have new charges that I believe were made by the Chime agent and I have to wait until they post to my account to even dispute them. I have no more money left in my checking account or my savings account. During all of this he moved money from my sayings to my checking. He also placed a charge on my Chime credit builder card on XX/XX/XXXX for {$54.00} at XXXX XXXX At one point in the call he asked for my credit card number because he said he was securing my online account. I received more of the text messages he informed me to reply yes to and then that charge came, which he also told me would be credited. 
Something is going on at Chime and it should be investigated. I would really like all my money to be credited back to me and Im not sure who to turn to anymore. This is really hard on me as I am a single mother of 3 children. Please help.

Company response to consumer: Closed with explanation