Consumer complaint received 2020-10-28
Company: Chime Financial Inc
State: IN
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX XXXX XXXX charged my Chime checking account {$920.00}. This was a very unusual charge because during my 2 years of service I have never paid more then {$250.00} for anything from XXXX XXXX. I contacted my bank immediately and was told I had to wait on the pending charges to post to the account. I then called XXXX XXXX to see why I was being charged this amount and I was told at the time that there wasn't a charge for this amount and could not be located in their system. On XX/XX/XXXX I seen the charge had finally posted to my account and I contacted the bank immediately and filed a unauthorized charge dispute. Later that evening I seen I had received a message from chime date XX/XX/XXXX saying the bank had investigated my claim and found no error occurred. On XX/XX/XXXX I contacted chime and asked how did they come to this decision and I was told by claims department manager XXXX and he told me it was because his department had spoke to XXXX XXXX and they said the charges were mines. I told XXXX that wasn't true at all and I provided proof that the charges weren't done by me and weren't on my account. XXXX then told me that with the information I had brought to his attention He we would request a rebuttal. I found it extremely concerning that Chime would make a decision on an issue without even looking at the information provided which included conversation transcripts between me and XXXX in which XXXX XXXX states there are no such charges on my account and also no charges owed of that amount. I asked XXXX to please provide me with information used to make its decision because I would like to bring it to the fraud department at XXXX to get answers into why these thing were said. XXXX told me I would have to wait 10 days to receive this information from chime and it would come by email. at this time our call ended. On XX/XX/XXXX I contacted XXXX about the conversation had between them and chime and I was told by XXXX that no such conversation existed and isn't protocol of how they handle matters of such. XXXX then went on to actually put a ticket in for the matter because he found that my debit card on my account was used on another account not associated with mines and had seen back in XXXX - XXXX and transaction very similar happened and was also unauthorized and reversed by my bank. XXXX gave my a ticket number XXXX and told me I should forward this information to my bank and It would settle the matter. I forwarded that information over to chime immediately on XX/XX/XXXX at XXXX XXXX cst. After XXXX issued the ticket he transferred me over to the fraud department where I spoke to a rep who further investigated the matter and hunted down where my card was used without my authorization and found wrong down and immediately opened up an investigation into the account using my debit card. He also called Chime bank on XX/XX/XXXX with me on the phone and provided them with the details in which chime only response was to send them the ticket number and they would investigate. Which I did on XX/XX/XXXX at approximately XXXX cst via email. with all the information provided on XX/XX/XXXX at XXXX cst chime emailed me and said that they looked into the information but it didn't change their decision. I found that to be extremely disturbing when a merchant is saying that the charges are fraudulently and should be reversed but Chime is refusing to do so just because. On XX/XX/XXXX I received a copy of chimes findings and how they claim to its original decision to decline my claim. Chime reached its decision based on the fact that I have services with XXXX XXXX which is deducted from account monthly. This is absolutely wrong and several ways. Chime told me that its reached its decision based on a conversation with a merchant. Which isn't at all stated in its report sent over to me. Also the method Chime used in its investigation makes no sense, how could you ignore indisputable evidence of wrong doing just by saying I have service with the merchant in question when in 2 years there has never been a charge to any merchant done by auto pay that exceeded the amount of XXXX except for one time when a charge of XXXX posted to my account from XXXX XXXX in which was found to be a fraudulent charge and reversed by XXXX  and chime. Chime has fail to uphold consumer protection rules and regulations by not conducting a full investigate into the matter. Chime also has multiple class action suit against for this very same matter and has a history of mishandling claims and bending rules and regulations to deny consumers their rights.

Company response to consumer: Closed with explanation