Consumer complaint received 2022-05-13
Company: Chime Financial Inc
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On the afternoon XX/XX/2022, XXXX unauthorized withdrawals from my Chime bank account took place at a XXXX XXXX ATM at XXXX XXXX XXXX in XXXX, WA. These unauthorized transactions took place while I was washing laundry XXXX XXXX XXXX in XXXX, WA - nearly XXXX miles distance from the ATM. I only have one debit card for this account, and it was physically in my pocket as these unauthorized transactions were taking place. After noticing the second withdrawal via a notification from my Chime app, I disabled the card in the app and immediately called Chime support. 

At that time, Chime support informed me that I had to wait for the unauthorized transactions to settle before I could start a claim. On the evening of Monday, XX/XX/XXXX, I called Chime support to initiate my claim. They asked me probing questions regarding my debit card, all of which I answered. I informed them the card was on my persons when the unauthorized withdrawals took place. They asked me how do I store my PIN information. I replied I keep it memorized, which I do. They asked me if I shared my PIN information - I do not freely share my PIN. 

The call ended with support stating they would review my claim. The next morning, Wednesday, XX/XX/XXXX, I received a notification in my Chime app that my claim was denied. I have recently received Chimes evidence that it used to support their denial of my claim. In it, they state that there were no hallmarks of account takeover. Point blank, that is a subjective statement, Im unsure how that could be used as a defense to deny my claim. They also state that because I process large transactions regularly on this account, they dont feel the charges are abnormal. While it is true that I process large transactions on this account on a normal basis, those transactions are via XXXX. I categorically deny Chimes assertion that I withdraw large amounts of money out of this account from ATMs on a regular basis. I can provide bank statements that to support my statement. 

Chime support also states that the location of the transaction or within their home address. Their words, not mine. I believe they are stating that the ATM is in close proximity to my home, and it is not. The ATM is approximately XXXX miles from my home. I do not conduct business in XXXX, WA on a regular basis. As stated earlier, I was in XXXX doing laundry ( I can provide proof ) when these transactions took place, with my debit card in my wallet. No one can be in two places at once. Just because an ATM is within driving distance of my home, that doesnt negate the possibility of fraud. 

Overall, I am disappointed in Chimes customer service. They provided nothing more than subjective statements to deny my claim, no factual proof that the unauthorized withdrawals were valid. Statements like no hallmarks of account takeover, or the ATM is in close proximity should not outweigh a client calling in fraud on his account, in real time, with his debit card in his hand. What is even more depressing is that they are attempting to use my honest business conduct with them against me. Just because I process large transactions from this account, that shouldnt give them the right to outright deny my claim. 

Especially when they didnt even review the video footage from the the ATM. I had to wait days to file my complaint, and Chime support denied it almost immediately, without a thorough investigation.

Company response to consumer: Closed with explanation