Consumer complaint received 2022-08-08
Company: Chime Financial Inc
State: VA
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:
Good morning, On XX/XX/XXXX, I was at work when I received a transaction notification from my Chime Credit Builder credit card that a charge for {$61.00} from XXXX XXXX has just been drafted against my account. I had not authorized this charge, so I immediately ran to call Chime Bank to dispute it. While I was on the phone actually speaking with a disputes agent, a separate charge in the amount of {$58.00} attempted to draft against my Chime Credit Builder credit card. It was declined. Then I received a notification that the {$58.00} had drafted from my Chime Checking Account instead. I mentioned this on the phone call with the Chime disputes agent, and she acknowledged seeing the charges happening, so she hurried to close both of my accounts and issue new cards. She disputed both charges as unauthorized, so I was dumbfounded when Chime denied my disputes and said they saw no wrongdoing. I called them immediately and spoke with a supervisor who said there was nothing he could do, and that the charges were valid. 

I immediately reached out to XXXX for additional information that I could use to continue the disputes. I received an email from XXXX stating the following ( all of which was provided to Chime bank ) : 1. XXXX acknowledged that there were unauthorized changes and fraudulent charges made on my XXXX online account. The fraudsters hacked my XXXX account, changed the email address to XXXX and began ordering with my stored debit and credit builder cards. My email address is XXXX. 

2. These two pickup orders were placed FROM XXXX XXXXXXXX XXXX New Jersey ) and XXXX ( New York ). I live in XXXX, Virginia, which is XXXX hours from XXXX and XXXX hours from XXXX XXXX. There is no way I could have picked up food XXXX and XXXX states away. 

3. The times these orders were placed ( XX/XX/XXXX XXXX AM and XX/XX/XXXX XXXX AM ) I was already on the phone with Chime shutting down my accounts. 

This is fraud pure and simple ; and it is unsettling that Chime is trying to hold me liable for fraud after all the evidence I provided to them. I even requested they listen to the phone call between the Chime Disputes Agent and me- they would have heard her acknowledge what was happening in " real-time ''. I provided Chime with the XXXX automated email where the scammers changed my email address to gain access to my XXXX XXXX account, I provided the email from the XXXX XXXX XXXX where they gave all the details showing this was fraud, I gave the XXXX driving time frames to the cities where the orders were placed and picked up, I gave them my call records to show I was on the phone with Chime shutting down my accounts when the second charge was going through... I basically handed them everything they needed to make a fraud case, and they declined to proceed. To say I am disappointed is an understatement. I do not want to pay for a scammer 's lunch.

Company response to consumer: Closed with explanation