Consumer complaint received 2023-05-27
Company: Chime Financial Inc
State: MS
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I was emailed from Chime on XX/XX/XXXX at XXXX pm. Informing me my phone number was updated to a XXXX XXXX on my chime account and another one at XXXX that there was a new login from a new device XXXX and from a location I have never even been to from XXXX XXXX XXXX FL XXXX XXXX. Then at XXXX XXXX  another email from chime informing me. That my replacement card was on the way and I never ordered a replacement card because I had my chime card in my wallet and didn't need a new one. Then another email at XXXX XXXX  informing me my email address that has remained the same since the day I opened my chime account 4 years ago was now updated to an XXXX. I did not make any of these changes to my account and didn't actually receive and see the emails until around XXXX but when I did see the emails at this time I immediately contacted Chime support to inform them of the fraudulent activity and this is when I was also informed of the 94 fraudulent transactions that wiped me out of all of my money that I had just placed in savings moments before the fraudulent activity took place. ( which is really crazy how these hackers knew the money was deposited immediately afterwards ) I don't just have money like this going into my account normally and really don't have any deposits at all to my chime account in quite some time. So this was no fluke that they knew of the money being there all the sudden??. Anyhow I was then informed that there was no need to worry and he assured me the problem would be resolved. Well after verifying my identity and securing my account with the support member. He then informed me that I could not file a dispute for the transactions to my account that were sent to a one XXXX XXXX XXXX app account 94 times in the amount of {$910.00} until the transaction were no longer pending and have had successfully went through to my account and That I should call back and start the dispute process once the transactions had processed and paid out. After hanging up with The Chime support member. I then went on to inform cash app of the transactions in hope the transactions could be stopped and action could take place against the person responsible for the XXXX XXXX  account and fraudulent activity to my chime account. Unfortunately I did not receive any response until it was too late and even then I don't feel as if the right actions were taken to handle this crime. Well then 2 days later on Monday morning XX/XX/XXXX first thing that morning all 94 transactions went through and were no longer pending. I immediately contacted Chime support again and started the dispute process. Once again being told by the chime support member. Not to worry that they assured me that the problem would be resolved. That they would email me to keep me updated on the process. Only to email me on XX/XX/XXXX to inform me that my dispute was denied and that no error was found. I disputed the fraudulent activity again and got the same response from chime of no error found on XX/XX/XXXX. I don't know what to do. I have lost my home and am suffering financial hardship because of these fraudulent transactions to my account and that chime says they protect me against happening to sue me my money is safe with them and if it does happen that they will refund the money to my account. Well this is far from the security they offered when I was looking into opening account with them in the beginning. I would have went somewhere else if I knew that this could even happen.

Company response to consumer: Closed with monetary relief