Consumer complaint received 2023-05-10
Company: Chime Financial Inc
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Included herein is the first complaint process and response : Inactive modal Consumer Financial Protection BureauStart a new complaint All complaints XXXX Print complaint CLOSED Submitted STATUS Submitted to the CFPB on XX/XX/XXXX PRODUCT Checking or savings account ISSUE Managing an account We received your complaint. Thank you. 
We will review your complaint. Depending on what we find, we will typically : Send your complaint to the company for a response ; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office ; or Let you know if we need more information to continue our work. 
YOUR COMPLAINT On XX/XX/XXXX a little after XXXX XXXX I went into my account to check my recent transactions when I noticed a purchase of {$95.00} that was placed on a website called XXXX I immediately clicked the transaction to see more info and it noted it was an apparel purchase. Knowing I myself have never even shopped at this place or even heard of it before, I Swiftly clicked the dispute transaction button and followed exactly what I was told by chime to do which included cutting off my bank card and ordering a new one, so that's what I did. After I received a reassurance message from them that they would be investigating this claim and that my new card would be on its way I felt confident this matter was going to be handled correctly. In the meantime I was issued a " virtual temporary card '' to pay my bills and so forth. A day or two later I go to purchase groceries from XXXX XXXX XXXX using this temporary card and it was declined. I immediately call chime support and explain what happened and the woman at first didn't even understand the situation I described to her ( even though it was in detail exactly what happened to me and why I put a hold on my account cancelled my card etc. ) She tells me yes it was denied because there's a block on your account. I told her AGAIN yes I did that MYSELF because of the fraudulent charge I saw so I cancelled my bank card AS I WAS TOLD. After 3 times explaining this to her she says " oh we didn't even get the request for a new card OR THE DISPUTE. '' Now mind you on my app it was telling me my new card was PROCESSING AND MY DISPUTE WAS BEING INVESTIGATED. I asked her what in the world is going on why was I being told two different things?? She told me don't worry I'll go ahead and put the dispute through for you, order your new card, and issue you a new temporary card. I told her ok great that's fine please do. Fast forward a few days later I check my app again just to see if there's an update. Surprisingly, there is but not a good one. My dispute had been closed by Chime saying no fraud was detected. At this point I'm feeling betrayed and frustrated. No fraud detected? So they're saying I did this? Why In the world would I put myself through having to cancel my pending bills and route them all to a temp card, and call a handful of different places, INCLUDING MY LANDLORD ( who only accepts CASH that I can not access because I have no physical card at the moment..which made my rent LATE by the way! )? Not to mention I had to pay an extra fee on my car note because I had to make it over the phone Instead of through my debit card on auto pay AND then have to worry about possibly not getting my Direct deposit from work!? IT MAKES NO SENSE. So at this point I'm almost livid. I call them back and ask them why my claim was denied. The lady tells me no worries we will submit a rebuttal and we will make sure we take care of this for you. I am in tears at this point simply because of frustration and honestly feeling like I've been violated and my money isn't protected the way it should be AS PROMISED. Still, I'm cordial and I ask her once again, am I safe am I protected and is this going to be taken care of correctly? She reassures me, yes. Fast forward once again to today. I receive an email from Chime saying once again there was no fraud detected and my case has been closed... Again. There was an option to email support for a copy of the " documents '' they used in determining this so I told them Yes ID LIKE WLL OF THEM. I am currently sitting here feeling like taking my little XXXX XXXX dollars out and telling them to take a long walk off a short bridge, but I feel I need justice. If this happens to me over only {$95.00}, who else is this happening to or HAS this happened to? What about our rights and our voices? What about being an FDIC? THIS IS NOT OK. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  View full complaint Sent to company STATUS Sent to company on XX/XX/XXXX We've sent your complaint to the company, and we will let you know when they respond. 

Their response should include the steps they took, or will take, to address your complaint. 

Companies generally respond in 15 days. In some cases, the company will let you know their response is in progress and provide a final response in 60 days. 

Company responded STATUS Company responded on XX/XX/XXXX RESPONSE TYPE Closed with monetary relief Company 's Response Dear XXXX XXXX : Chime Financial Inc. ( Chime ) received the complaint you filed with the Consumer Financial Protection Bureau on XX/XX/XXXX. In your complaint you explained that you opened a dispute investigation for an unauthorized transaction that posted to your account, and you disagreed with the final determination of No Error Found. You asked that we refund your money. Chime is a financial technology company, not a bank. Banking services provided by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  FDIC. XXXX XXXX XXXX serves as the issuer of your Chime Checking Account that was opened on XX/XX/XXXX. On XX/XX/XXXX, you contacted us to report one ( 1 ) unauthorized transaction in the amount of {$95.00} had posted to your account. We filed a dispute and began an investigation into the matter. On XX/XX/XXXX, we concluded the investigation and based on the information available determined that no error occurred. An email notification was sent informing you of the outcome and that no credit would be posted. The same day, you asked that we reopen the claim. Additionally, you requested a copy of the documents we relied on in making our determination, which were forwarded to you via email on XX/XX/XXXX. On XX/XX/XXXX, we concluded our review of the rebuttal claim and notified you via email that we determined no error occurred. As a result, you requested a copy of the documents we relied on in making our determination, and they were forwarded to you via email on XX/XX/XXXX. Upon further review, we determined additional investigation of the dispute claim was warranted. On XX/XX/XXXX, we applied a provisional credit to your account for the full amount of the dispute. This temporary credit was provided to allow you full use of the funds while we complete our investigation. As a part of our dispute investigation, a chargeback may be requested by Chime. A chargeback is a request to the merchant, from Chime, to have the funds from a disputed transaction returned to the member. Merchants are able to reject chargebacks and can provide their own evidence to show that a transaction is valid. We expect to conclude our investigation no later than XX/XX/XXXX, and will notify you via email with our findings. Chime places great importance on providing an excellent customer experience. Please feel free to contact Chime Member Services at XXXX if you feel that this issue has not been resolved, or if you have additional questions or concerns. Sincerely, Chime Consumer Response Team MONETARY RELIEF AMOUNT {$95.00} XXXX XXXX XXXXChime XXXX XXXX XXXX XXXX XXXX CHIME XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Chime XXXX XXXX XXXX XXXX XXXX Chime XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
C Chime Member Services [ image : Chime ] This is an automated response to let you know your request has been received and is being reviewed by our Member Services team! To ... 
C Chime Member Services to me 1 day agoDetails Chime Account Number Ending In : XXXX Claim ID : XXXX Dispute Type : Debit - Unauthorized Transaction Date Error Reported : XXXX Claim Amount : {$95.00} XXXX XXXX, This letter is to inform you that we have made a final determination regarding the claim referenced above. 

Based on our investigation, we have concluded that no error occurred. On XX/XX/XXXX, a temporary credit was posted to your account on a temporary basis until we completed our investigation. On XX/XX/XXXX, the temporary credit will be reversed and your account will be debited in the amount of {$95.00}. 

Please ensure that there are sufficient funds in your account to cover the amount that will be debited, as well as any purchases or payments you plan to make. 

You may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies of the documents, or have further questions, please contact us at XXXX. 

Thanks, Chime Dispute Team MY RESPONSE XX/XX/XXXX XXXX XXXX to XXXX 4  minutes agoDetails My response to your decision remains the same and I have several questions left unaddressed. I want to know why the ip address of the person who conducted this purchase was never investigated. I also would like to know why the shipping information of the goods in question was never provided. Where is the response from the company in question? I would like to receive all in email form within the next 5 days, and I will be opening another complaint with the consumer financial protection bureau. You are not allowed to debit this money from my account as the process is not yet closed for I will continue to fight this matter. Have a good day. 
Complaint id XXXX XXXX XXXX

Company response to consumer: Closed with explanation