Consumer complaint received 2022-06-02
Company: Chime Financial Inc
State: WI
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 Thursday, XX/XX/XXXX, a total of XXXX dollars in total was stolen from my Chime credit Builder account and checking account. I was receiving notifications from both XXXX XXXX and Chime about these purchases. I am assuming they hacking into my XXXX XXXX, which has my Chime debit card as a pay method on the app. I received automated texts from Chime asking if these purchases were authorized by me and to reply YES or NO. I replied NO, and received an automated text back stating that the transactions were blocked and to get a new card and get rid of my old one, so I did. A couple days later, I looked at my account and saw that the charges were no longer pending and still went through. I contacted Chime using their chat feature and explained what happened on the day the money was taken, sent screenshots of the texts I received and said that it was not me and filed a dispute. A few days later, I got an email saying that in their investigation, they found that no error occurred. I then called Chime twice after this happened explaining my situation, explaining that this was my RENT money and that having this money stolen from me has put me in extreme hardship and risk for being evicted. The first time I called, the man had finally told me where these transactions happened, as Chime had given me absolutely zero information on these transactions after they denied my dispute with zero explanation. He told me the transactions happened in XX/XX/XXXX. I said that I do not live in XX/XX/XXXX and didn't understand why Chime isn't suspicious of that disconnect alone. He said that I had to prove that I wasn't in XX/XX/XXXXon the XXXX, the day the money was taken. I emailed the Chime support email that he gave me screenshots of my work timesheet that tracks my location because I get mileage reimbursement. I was working thankfully on the XXXX in XXXX, where I live, so I had that proof that I was not in XXXX. I also explained the situation again to him, and he actually assured me that with the proof and information I provided, I should be able to get my money back without a problem. He sent the information to the investigation team, and the next day, I received the same email. That they found that no error occurred. It was the same automated email, word for word. Not personable or caring at all. I was exhausted at this point and was experiencing chronic stress with my financial situation and being at risk for eviction because my rent was very late. I called Chime again for the second time a couple weeks later and spoke to a woman. This woman told me that all she could do was request to reopen the investigation if I had any additional information I had not sent before. I expressed to her my frustration with the way I have been treated by Chime and my confusion with what more information could be sent after I quite literally proved I was not in the state that the money was taken when it happened. I emailed Chime again with screenshots of the notifications I got from XXXX XXXX about mysterious purchases trying to be made that were declined due to me finally locking my account to prove that it was and is still happening. She told me that the information I provided was very helpful. Again, the next day, same automated email saying that they found no error occurred and the money was taken rightfully. I have never been treated like this by a company. I have never felt so violated and uncared for. I am begging for help. This has sent my life in a spiral. I will send all the information and proof I can. Thank you for your time.

Company response to consumer: Closed with explanation