Consumer complaint received 2022-10-16
Company: Chime Financial Inc
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My check is direct deposited to chime on XXXX XXXX XXXX my check hit my bank (Chime) on XXXX XXXX  I paid off a loan XXXX  and had a few arons to run before I went to work by 3 went to work went home. I was waiting on a bonus check to hit my bank that didn't come when my check came I knew it would be the next day so on XXXX XXXX I checked my mobile balance on my phone to see if my phone has had hit it was there but there was also a bunch of withdrawals from a ATM and XXXX XXXX that I did not make so I contacted chime they went through their questionnaire trying to find out what's going on I had to report my card stolen cuz it was my whole wallet was taken out of my purse and there is a possibility that I had my pin written down in my wallet looking at the transactions I did and I gave them all the information they needed only thing was they couldn't dispute any of the transactions until at least one of them went through the transactions rounded up to XXXX all but one were ATM withdrawals and when was the XXXX XXXX so after my card was canceled and all that the lady told me to call back when one of the transactions went through so I called back later on that day cuz it looked like on my end that one of them went through but on their end it didn't so I had to wait again so XXXX XXXX one of the transactions went through and I went to dispute it this time I was able to dispute it well I got a letter email from the chimes dispute team stating that they did not find an error and that the transactions were authorized and I told them I did not authorize those transactions I was at work I sent them my time card they said that that wasn't enough information I tried to dispute it again with a breakdown of my time card and asking them how am I going to be in two places at once they still found no error according to them I requested documents on their findings and what do I see all it is is ATM withdrawals that's what they're going off of so I contacted the XXXX XXXX XXXX the XXXX XXXX girl tried to help me they actually lied to the XXXX XXXX XXXX  because I had disputed a third time and they had already sent me the refusal of reopening the dispute case and reviewing it because they said I still didn't have enough information and I didn't submit any new information and they had sent that at midnight on XXXX XXXX that was their response to the initial complaint they had sent to the XXXX XXXX XXXX that they were still working on it and they were working fast to get it resolved they had already had given me my answer by that time because they submitted that at XXXX XXXX on XXXX XXXX after they had sent me the denial email aXXXX XXXX on XXXX XXXX so they weren't working on it they already made a decision I refused their decision with my reasons and I just tried to dispute it again I called trying to find out why they didn't find an error because I was at work on XXXX XXXX  from XXXX  that was my clock in and I clocked out at XXXX  and the withdrawals were made between XXXX XXXX XXXX XXXX XXXX  I work at a XXXX  so how can I have made does ATM transactions and the XXXX XXXX transaction if I was at work I tried to dispute it all together for maybe five times and I had sent in my XXXX  timeline for that night as well like I was suggested by a chime customer service representative as submitting new evidence since that's what they were claiming they needed to reopen the case their response was that I still didn't send any new evidence to reopen my case for them to review and while this whole time I'm going through the XXXX  in hopes that I'll get my money back since that money was took and they're refusing to see an error because they were authorized transactions at a ATM because that's what they're basing their error off of even though I did not give my card to anyone and I did not authorize any of those transactions because they were at ATM time is pretty much saying it's okay for that to happen because it was at ATM and that makes it authorized which is wrong if the card holder did not authorize that transaction or anyone else to make that transaction therefore it is stealing and what I gather is they say that that is okay back and forth between the two the XXXX  and chime and the money that was took has caused more finances on me because I needed that money for my children for treatment and so now I'm behind on the payments for the treatment and they cannot get it unless I'm up to date on it and that goes on my credit report as well so there's notches off of my credit and my credit is going down because of this issue so not only did they allow someone to authorize a transaction at ATM taking my money but now my credit score is going down my daughter had to be put in the hospital and my other daughter couldn't receive her treatment because I'm behind on the payments and I can't be behind not even a dollar they have to be up to date so no matter if I paid with my next check I still had to pay with that check because their treatments isn't monthly payments it's biweekly because that's when my check is the XXXX XXXX XXXX sent me this number and two other numbers to get a hold of that possibly I can get further assistance before I start talking to a lawyer I really don't want to go that route I just need my money back I need them to fix whatever it is they need to fix on my credit score and to be honest I don't think it's too much to ask for reimbursement of payments that were missed because they refused to see an error because it was an authorized ATM transaction not authorized by the card holder itself I'm a single mom of three and I'm not saying that my problems are more important than anyone else's I'm staying right now my problems have increased due to this decision that chime Banks dispute team are standing by.

Company response to consumer: Closed with explanation