Consumer complaint received 2023-08-02
Company: Chime Financial Inc
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Our truck was stolen out of our driveway on XX/XX/XXXX. My chime card was inside the vehicle. Upon waking up and discovering it was missing we called the local PD and filed a report. The PD showed up at XXXX and took our statement. The officer left the home at XXXX when the officer left, we called the insurance company to report the claim. We then went into our primary bank 's online banking and locked all the cards as we were getting notification that the cards were being used. I had responded to the text confirming it was not me who had completed the transaction. Since then, our primary bank has refunded the money and completed the claim. I also bank with Chime. We had not been banking there long. I created the account to put my wife 's tip money from waitressing into because we recently moved, and our bank is out of state. Chime had sent me an add and so we just went with them since we could open online and deposit at the pharmacy. I had only used the card for deposits never purchases up until this point. I didn't even think about that card because I had never used it. I got a text about the charges going through shortly after the officer left and responded that it was not me. I called chime to file a dispute and they sent me email notification of this dispute as well as provided me with a claim number of # XXXX. We uploaded the police report on XX/XX/XXXX and received a notice via email on XX/XX/XXXX that our claim was denied. We called in and they informed us the decline was due to the police report being missing so we reuploaded it on the XX/XX/XXXX and also emailed it to a rep on XX/XX/XXXX to XXXX and confirmed with the agent on the recorded line that he did receive the report and viewed it and was able to open the link. They then reopened the claim and since it has been denied again. They closed the claim on XX/XX/XXXX as denied and would not provide a reason. They have not responded to our email attempts to ask for clarification needed. We called and spoke with a rep that stated it was denied again and it would take 11 business days to get a reason as to why we were denied. This XXXX day is up this week and we have had no correspondence. I have since called back in hopes of getting answers and was refused. My wife and I called in together because she worked in banking and wanted to speak with them about the regulations being violated and the supervisor, she spoke to by the name of XXXX told her they are not a bank they are a Financial Technology App and therefore not subject to the same regulations. My wife asked him why he would not call the disputes specialist on our behalf and explain the situation for clarity or why he would not provide a reason for decline, and he stated he had no access to anyone on that team or way to contact aside from a request to re-review. He also stated that they were not able to access any documents regarding the claim decision and only request they be resent. He did however offer to send the claim to another investigator because per his statement the claim decision is at the investigator 's personal discretion and so the same claim could be handled completely differently by another investigator. The original email stated if the dispute was not resolved by XX/XX/XXXX, we would be provided temp credit and it has not been provided nor is the dispute resolved. When I went to the chime page on XXXX, I found that this is a complaint that many members have made. The provide a police report as proof and the claim is continuously denied with no reason provided. The time stamps for purchase were $ XXXX XXXX XXXX XXXX XXXX $ XXXX XXXX XXXX XXXX XXXX and $ XXXX XXXX most of them occurred while we were with the police.

Company response to consumer: Closed with explanation