Consumer complaint received 2023-03-09
Company: Chime Financial Inc
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX a little after XXXXXXXX XXXX I went into my account to check my recent transactions when I noticed a purchase of {$95.00} that was placed on a website called XXXX I immediately clicked the transaction to see more info and it noted it was an apparel purchase. Knowing I myself have never even shopped at this place or even heard of it before, I Swiftly clicked the dispute transaction button and followed exactly what I was told by chime to do which included cutting off my bank card and ordering a new one, so that's what I did. After I received a reassurance message from them that they would be investigating this claim and that my new card would be on its way I felt confident this matter was going to be handled correctly. In the meantime I was issued a " virtual temporary card '' to pay my bills and so forth. A day or two later I go to purchase groceries from XXXX XXXX pickup using this temporary card and it was declined. I immediately call chime support and explain what happened and the woman at first didn't even understand the situation I described to her ( even though it was in detail exactly what happened to me and why I put a hold on my account cancelled my card etc. ) She tells me yes it was denied because there's a block on your account. I told her AGAIN yes I did that MYSELF because of the fraudulent charge I saw so I cancelled my bank card AS I WAS TOLD. After 3 times explaining this to her she says " oh we didn't even get the request for a new card OR THE DISPUTE. '' Now mind you on my app it was telling me my new card was PROCESSING AND MY DISPUTE WAS BEING INVESTIGATED. I asked her what in the world is going on why was I being told two different things?? She told me don't worry I'll go ahead and put the dispute through for you, order your new card, and issue you a new temporary card. I told her ok great that's fine please do. Fast forward a few days later I check my app again just to see if there's an update. Surprisingly, there is but not a good one. My dispute had been closed by Chime saying no fraud was detected. At this point I'm feeling betrayed and frustrated. No fraud detected? So they're saying I did this? 
Why In the world would I put myself through having to cancel my pending bills and route them all to a temp card, and call a handful of different places, INCLUDING MY LANDLORD ( who only accepts CASH that I can not access because I have no physical card at the moment..which made my rent LATE by the way! )? Not to mention I had to pay an extra fee on my car note because I had to make it over the phone Instead of through my debit card on auto pay AND then have to worry about possibly not getting my Direct deposit from work!? IT MAKES NO SENSE. So at this point I'm almost livid. I call them back and ask them why my claim was denied. The lady tells me no worries we will submit a rebuttal and we will make sure we take care of this for you. I am in tears at this point simply because of frustration and honestly feeling like I've been violated and my money isn't protected the way it should be AS PROMISED. Still, I'm cordial and I ask her once again, am I safe am I protected and is this going to be taken care of correctly? She reassures me, yes. Fast forward once again to today. I receive an email from Chime saying once again there was no fraud detected and my case has been closed... Again. There was an option to email support for a copy of the " documents '' they used in determining this so I told them Yes ID LIKE WLL OF THEM. I am currently sitting here feeling like taking my little couple XXXX dollars out and telling them to take a long walk off a short bridge, but I feel I need justice. If this happens to me over only {$95.00}, who else is this happening to or HAS this happened to? What about our rights and our voices? What about being an FDIC? THIS IS NOT OK.

Company response to consumer: Closed with monetary relief