Consumer complaint received 2022-01-26
Company: Chime Financial Inc
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Friday, XX/XX/2021 four fraudulent transactions were made on my debit card with Chime bank. XXXXXXXX XXXX {$50.00}, XXXX {$56.00}, XXXX {$56.00}, and XXXX {$59.00}. These transactions were made at XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MO XXXX. 
I immediately called XXXX XXXX, and they could only provide me receipts on the transaction, and let me know to provide them to my bank for the dispute process. Immediately cancelled my card and called Chime. Chime stated the transactions have to be settled before I can file a dispute. XXXX other transaction attempts were made by the hacker to my card the weekend of XX/XX/XXXX, but they did not go through since I had cancelled my card. 
Once the transactions settled, I filed the dispute with Chime. They gave me a 10 day window to provide them with documentation or other information regarding the transactions. XXXX days after I filed the dispute, I received a notification stating Chime had denied my dispute and is closing the case. In those XXXX days, I did not have time to go to XXXX XXXX to pick up the receipts. 
I called Chime and requested a rebuttal and to reopen the case on XX/XX/2021. For this rebuttal I was able to provide the receipt documentation from XXXX XXXX to Chime. I did not hear back for almost two weeks, and I called Chime. They let me know the rebuttal was denied on XX/XX/XXXX again. They did not notify me in anyway about the status of my rebuttal and closed the case 3 days after I submitted my rebuttal with documentation of the purchases again. 
I requested once more to re-open the case, and requested Chime to contact me this time with any questions or if anymore information is needed. They requested I resend my documentation from the merchant, and there were no notes on my case from the dispute team that they had initially received my documents. I resent them my documents from XXXX XXXX again, and the service rep stated he will escalate this dispute request for me so that the team does not overlook my documents again. 

The receipts from XXXX XXXX show my card was swiped and show the incorrect expiration date for my card for all four transactions. It also shows the hacker bought small amount items, then took out {$50.00} dollars in cash back for each transaction. 
Chime emailed me a document stating their reasons for denying my dispute, and their reasoning does not align with the evidence I provided. I will attach both the receipts from XXXX XXXX and the Denial Documentation from Chime. Chime stated they believe my card was used in person at the XXXX and the chip was used. The receipts I provided state clearly for each transaction my card was swiped. They also failed to check the documentation showing the wrong expiration date was used for my card. They also did not take into consideration, my card had multiple denied transaction attempts and multiple merchants after I cancelled my card following the XXXX XXXX transactions. 

I believe Chime did not handle this dispute and investigation properly.

Company response to consumer: Closed with explanation