Consumer complaint received 2021-01-22
Company: Chime Financial Inc
State: MN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Sunday, XX/XX/XXXX, I received an email ( sent to me just after 6am ) saying my password had changed for my Chime banking app. I was sleeping at XXXX and did not wake up until around XXXX XXXX to diss over this email. Upon receiving it I quickly went and tried to access my account via the app to see what was going on. I confirmed that I could not access my account. When I clicked reset my password it would not allow me to reset it because it wanted to send a code to my phone number which was out of date. Not knowing what to do, I called the bank. They ( after giving me a lot of run around ) informed me that a transfer had been done after XXXX  on the same day XXXX the XXXX ) for {$260.00} which was my entire balance short of XXXX  cents via the pay friends feature on the app to someone named XXXX. This name or person is completely unknown to me. I of course could not have completed this myself since at the time of the transfer I was already locked out of my account. I asked them to cancel my debit card and send me a new phone with express shipping. That was the only thing done correctly. They also updated my phone number which allowed me to change my password after we got off the call which I did. That was the only option I was given to secure my account, and I dont feel like their security is up to par. I did not share my info with anyone and yet this breach was allowed to happen. No verification codes were sent to me so I do not understand how this could have happened. Chime sent me a inaccurate transfer dispute form via email which I filled out and sent back via email promptly on the XXXX as well. I received an automated response right after saying that an investigation could date 45 to 90 days but a provisional credit may be issued after ten days. That was the last communication I received regarding the dispute. On Thursday, XX/XX/XXXX I received multiple emails from Chime stating that after reviewing my account, they are choosing to part ways with me and are closing all my accounts effective immediately. No mention of my dispute and my stolen ( and OWED ) {$260.00} was made. My app is disabled due to the closure and I cant take screenshots of any of the transfer history for my records. Appalled by the emails, I tried to call to speak to a representative and the automated system will not allow ANYONE with a closed account to speak to a representative for anything at all. It directs me to email XXXX and hangs up. I sent them a very concerned email regarding the account closure and more importantly the lack of resolution to my dispute given they have closed my account. I have reviewed no response. I am astounded and exasperated by my experience. I feel that they are trying to steal my money again by not honoring their responsibility to protect their customers and issue refunds when accounts are compromised. Instead they close the account for no particular reason and hope the customer walks away without further pursuing the issue. It is fraud and it is theft. Chime does not respond to customers, hides in fact, tells half truths, and my be actively involved in defrauding their customers. This same thing appears to have happens to numerous other customers, especially in recent months. All with difficult resolutions if any resolution is found at all. I expect a refund of my {$260.00} immediately.

Company response to consumer: Closed with explanation