Consumer complaint received 2023-11-15
Company: Chime Inc.
State: ND
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2023 sometime in the afternoon I received an email and call from Sendwave saying that someone was trying to use my account and required immediate attention. I was told to click the link provided in the email to reset my password. After they got what they wanted, I was unable to access my Sendwave account anymore and I tried to call the company multiple times and I had no luck to get ahold with anybody. I called my bank about the same time but I wasn't able to get their supposedly the XXXX support. The only thing I heard were all about selling their products and services. Their system was down according to them. Well, it wasn't the first time I called them for help on a different day. The next thing I did was to call the police with the hope that they were able help me figure out how to stop the scammer from stealing my money. The first unauthorized internationl transfer made was on XX/XX/XXXX at XXXX XXXX. that was sent to XXXX XXXX in the amount of {$850.00}. The second unauthorized transaction was on XX/XX/XXXX at XXXX XXXX. that was sent to XXXX XXXX in the amount of {$680.00}. The last unauthorized transaction was on XX/XX/XXXX at XXXX XXXX to XXXX XXXX in the amount of {$800.00}. The total unautorized amount transfered was {$2300.00}. There were transactions receipts sent to my email or text that I normally get everytime I make transfer but I received a text from XXXX thanking me of sending over my photo ID and telling me that limits have been raised with a smiley face. I called Sendwave company the following day XX/XX/XXXX and spoke with XXXX. I was told that they received a call indentifying himself/herself as the owner of the account with a photo ID. I was told by XXXX that they're going to clean their system and delete all information that were needed to be deleted so my account is be safe to use again and if I choose to reinstate my account I would just have to tell them. On the same day, I chose to get my account reinstated but I had to make sure to change the passords of my email and my sendwave account. I did everything I was told to do. The next day when I tried to login I was asked to use XXXX different logins, the Face Recognition and SMS login. To my surprise that the verification codes that were sent from Sendwave came from the same number that the scammer used. XX/XX/XXXX, I called Sendwave regarding the matter and I spoke with XXXX of Sendwave but he or she could not give me a straight answers and she was confused also. I was told that the issue will be brought the supervisor. I was asked then where I live. I live in the US and the caller who identified as me was from the XXXX and the recepient was from XXXX.The called was from the XXXX but they continually allowing her/him stealing my money. He admitted that Sendwave failed their part. According to them, they were going to work to try to reverse the money and would take 30 days. After 30 days the refund was declined and they're not able to give my money back. I called the bank letting them know about the result of the reversal. They will try to dispute but there's no guarantee I can get my money back. 
On XX/XX/XXXX, I called Sendwave again and wanting to talk to a manager. I failed and got disconnected by one of their customer support. I called again at XXXX and spoke with XXXX. Again, I was unable to talk to the manager. He stated that he would have his boss give me a call but until now I haven't heard anything back from them. 

Thank you for your consideration and I will not stop until I find answers. All I need is to get my money back or I will take this case to court. 

Thank you and have a great day!

Company response to consumer: Closed with monetary relief