Consumer complaint received 2020-11-20
Company: Chime Financial Inc
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I notified Chime of some transactions that i never authorized on my account on XX/XX/2020 the same day I accessed my online Chime account and noticed the charges. I filled out the dispute form on the Chime ap and submitted it on XX/XX/2020. 

I received an email on XX/XX/2020 from chime informing me that their investigation found no error no credit would be issued and the claim was closed. The ldocument they provided me with the reason for the denial of my claim was full of errors and false assumptions that they used to deny my claim. 

These are exerts from the claim denial letter as well as my response to Chime. 

Based on our review, the member is disputing almost all of the transactions at the end of XXXX / early XXXX across 2 different disputes. On XX/XX/2020 in the middle ofthe disputed transactions timeline, the member transferred {$77.00} to their Chime XXXX post a {$770.00} funding event through 'Cdle ui benefits '. During this time the member would have had access to the account and seen the account balance. This indicates cardholder anticipated transactions and funded the account accordingly, and also that the cardholder had control of their account and up to date knowledge of their account spending balance. There would be no reason to fund and control an account that has been compromised. 

This first statement shows that Chime did not conduct a reasonable investigation. All of my deposits into my chime checking account are from direct deposit from " cdle pua benefits '' Since I opened my Chime account this has been the only way I have received deposits into this account. The fact that the person who denied my claim did not look into my account to see that all of the deposits ever made were from " cdle pua benefits '' and were direct deposit shows a that no time or concern was put into this investigation of my claim. Also Chime states that a transfer of {$77.00} from my checking into my savings proves that I had control of my account and up to date knowledge of my account spending. This statement again shows the lack of effort or concern that was put into this investigation. The transfer into my savings was initiated by Chime themselves, I did not login to my account and initiate any transfer or view mjy balance. Every deposit into my checking since I opene this chime account autmatically inititates a transfer into my savings of 10 % of the deposit amount as I am enrolled in the Chime program " save when I get paid ''. Every deposit into my chime account has been subject to the 10 % into my savings plan since I opened my chime account. How does my enrollment in Direct deposit and " save when I get paid '' both programs Chime encourages its members to participate in, suddenly give chime a reason to deny crediting my account for fruadulent charges that I reported the day I discovered them? I contacted chime and informed them of this error in their investigation but they have not acknowledged nor have they corrected their findings of this flawed investigation.

Company response to consumer: Closed with explanation