Consumer complaint received 2020-09-05
Company: Chime Financial Inc
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I am reaching out to the state consumer protection board in reference to a fraud claim that I made at chime.com for money being transferred from my account illegally and without my authorization.

I have provided chime with more than enough evidence of the fraudulent act that was committed upon me. This incident took place on  XXXX when I had issues with my XXXX  account which is linked to my chime account which is also my primary checking account I've had it for several months with amounts over XXXX $ or more at a time with no fraudulent activity on my account until now including bank transfers which I have never made to anyone since I had the account. Any way back to what happened on XXXX like I said I had issues with my cashapp account I searched XXXX where I came across a so called XXXX customer service number at least I thought it was I dialed the number and some man with a very thick east XXXX or XXXX   accent answered the phone where here proceeded to pretended to help me only to go into my account remotely and transfer XXXX from my checking account I have proof to back my claim with screen shots of the website I found the number on and also a text message of the man saying he owed me the money and that he transferred them to dummy accounts it was my first time using my XXXX  card I had just activated the card that day I had XXXX on my XXXX  card and when I went to the atm it said I had an invalid pin I knew that was impossible so I went on a search for a customer service line and that's what got me into this jam. 
With all of that being said I put my claim in on the same day which was XXXX which was a Friday And on MondayXXXX chime denied my claim which is supposed to take10 -45 business days in that time I was told I would be accredited for the amount loss within10 business days and within 45 business days a final assessment would be made on if I would be able to keep the funds or they would take them back per investigation and this is there company policy on fraud disputes. Even with the overwhelming amount of evidence I provided including a police report my claim was denied in one day with no investigation or explanation for the denial they told me it would take up to 10 business  days for them to send me an explanation on a claim that they denied in one day. I feel that the decision was very discriminatory and I also feel it was to hide a cover up because most of the support staff at chime is of east XXXX and XXXX  decent and the man who stole my money was also so you see there is something that doesn't smell right about this situation not to mention XXXX  doesn't have an official hotline for customer service you can only contact them through email and am willing to bet my last dollar that the same people who work for XXXX  support are running this hotline scam because they know they know most people feel more comfortable talking to someone about there money issues rather than an email which can take up to 48 hrs  for a response. And I'm also willing to bet that the cashapp support team is mostly east XXXX and XXXX  decent which in my opinion are a network of cyber criminals the XXXX  not having a direct customer service number was set up by design so people can get scammed by the phony service agents. The final screen shot im attaching is the new web page where you can find the same guys that ripped me off they changed the appearance but it's the same people same scam : please help you can contact me at this email XXXX or XXXX cell for questions or to cross reference any evidence or information I my have regarding this matter Sincerely. XXXX XXXX -- -- - Forwarded Message -- -- - From : XXXX XXXX XXXX To : XXXX XXXX Sent : Saturday, XX/XX/2020, XXXX XXXX  EDT Subject : Evidence pertaining to claim ID XXXX The following is evidence being provided for investigation into my claim, including a screen shot of my police report that I filled online. Also I'm providing screen shots of text messages of suspect admiting that he owed me a refund for XXXX $ but this was before he went back into my account and transferred additional funds bringing the total of the stolen amount to XXXX I can also provide screen shot of web page that I found the fictitious XXXX  support number this is how suspect gained access to my account through cashapp because my chime account is linked to my XXXX. The fraud was committed by a phony XXXX  customer service agent.

Company response to consumer: Closed with explanation