Consumer complaint received 2022-08-18
Company: Chime Financial Inc
State: OH
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, I received my Social Security deposit. Earlier in the month, I had reported my bank card lost/stolen, and a new card was expected to be delivered by XX/XX/XXXX. However, I did not receive new card in the mail. Wherein, on XX/XX/XXXX, after my Social Security was deposited, I called Chime to inform them that my card had not arrived yet. At that time, member services reissued a new card to be sent out to me. 

I could not make withdrawls with out physically having my card. Therefore, I was attempting to add funds to my XXXX XXXX account, as I had linked my Chime temporary card to my XXXX XXXX account. However, several attempts were made to do so, with only 2 or 3 successes, until I was completely unable to add funds to XXXX XXXX, getting failure notifications. 

After contacting Chime Member Services to see if my temporary card was active and that it was nothing on Chime 's end, I then contacted, what I thought, was XXXX XXXX support. ( See attached document contain the number and call log, showing initial call at XXXX on XX/XX/XXXX ) I spoke with a gentleman, who claimed to be XXXX XXXX support tech, named XXXX. He said his ID number was XXXX. At that time he used a program called quick support. He then used the program to hack into my phone at XXXX XXXX  on XX/XX/XXXX. ( See attached document showing that phone was hacked at XXXX on XXXX ) The gentleman then used the hack and went into my XXXX XXXX account looked at some things, then backed out of XXXX XXXX and went to my chime account. He advised me that he needed to look at my transaction history. I had no control over my phone at this time. The only thing I was able to do was to take screenshots. He had hacked my phone at XXXX XXXX went into my XXXX XXXX account backed out and then went to my chime account. While in my chime account, he then proceeded to transfer {$1000.00} to himself, at XXXX, just moments after the hack, at XXXX. ( See attached document showing transfer to email with time stamp ) Initially when the transfer was taking place I was still on the phone with this XXXX at attached referenced phone number, and he was advising me that he needed to do this to ensure I would be able to add funds to my XXXX XXXX account. I advised him I did not feel comfortable with him doing that, and that I did not want to proceed with transfer. At that time he advised me that I could see on the screen that the transfer was showing up " unclaimed '' because he wasn't actually sending the money. However, he continued to tell me to hold and be patient. After he did some more things, the transfer then showed up " completed. '' I started freaking out, and he advised me not to panic or worry, that the funds would be directly replaced into my account. 

However, that never occurred, and when I called the number back, they just kept hanging up on me. That is when I called Chime and initiated dispute, because I never authorized this transaction. 

I have spoken to my landlord to advise him of my situation. He has given me two weeks grace period to pay rent, which will be up next Monday, and if I can not retrieve funds, I will have to go to XXXX shelter. 
I can not get my medications that I require for my XXXX. I can not pay my utilities. I can not get food. 

My Social Security XXXX money was transferred out of my account without my authorization. 

I have filed dispute, I have submitted documentation. I have spoken to Chime everyday regarding this matter. Each time I simply get dismissed. 

This is my final rebuttal. If I can not have my funds placed back into my account, I will be reporting to DFPI and Consumer Protection. In addition, I will be reporting to media. 

This has now become an issue where it is affecting my livelihood, my health, and wellbeing.

Company response to consumer: Closed with explanation