Consumer complaint received 2021-12-10
Company: Chime Financial Inc
State: AZ
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:
I'm going to call the Consumer Financial Protection Agency and report you for not adhering to the law set in place for situations like this.I reported to you that I had unauthorized charges on my account on XX/XX/21 for the amounts of XXXX, and XXXX for a total of XXXX. All these charges were done on the XXXX of XXXX. They were done at an ATM all within an hr of each other and when I discovered the charges I attempted to dispute them with the merchant while they were still pending, however they were unwilling to work with me because the transactions had already processed so they referred me to my bank. Even though the merchant showed the transaction to have went thru I had to wait almost an entire day for chimes system to go from pending so that I could even file my dispute. I shut off the card, and had a replacement sent, reported my unauthorized charges to chime and expected chime to conduct an investigation into the matter and return my funds to my account in a timely manner. This was during non business hrs that I filed this dispute, around XXXX pm and within XXXX hrs of my filing this dispute, the very next morning I received an email at XXXX saying there has been a decision made denying my dispute and closing my dispute, and requiring me to not only wait for the documents used to determine their decision, but also that for them to reopen my dispute, not only would I have to provide them with evidence that would show something different from what I already told them, but that they would not open the dispute otherwise, and basically you're screwed. I'm the victim in this situation and protected by law, Chime is my bank and should be supporting me in getting my money back, but instead they choose to disregard my problem and tell me they're not going to assist me, or at the very least look into it properly. Chime has not done a fair or full investigation, because only one business hr into the first day of my dispute is not a reasonable amount of time to have done a proper or complete investigation. I don't believe Chime has acted in good faith with me or even looked into the matter at all. By law the burden of proof is not on the consumer to prove they have been victimized, but on the merchant to prove that there was no wrongdoing.I should have been given a provisional credit for the amount in question until a full investigation had been completed, and not had my dispute dismissed out of hand as Chime did. I entrusted you with my money from my job, thru direct deposit, expecting some form of protection because that's the purpose of a bank and instead I have been treated unfairly and with no consideration that all my money just got stolen, told that my dispute is denied, and then closed before my morning coffee was finished. You never even attempted to contact me with follow up questions or to discuss my dispute. I feel like Chime doesn't care for it's customers and that I have to appeal to a higher authority to correct this situation and recover my money, because Chime has not chosen to be fair and is attempting to treat me as if I didn't matter. I've emailed back and forth with member services and called and spoke with the dispute department and been given the same unacceptable answer, and told I would have to basically prove that the charges were unauthorized for them to reopen my dispute, even while I'm clearly telling them they are not authorized. It's baffling how I have to jump thru hoops and hurdles and provide proof that I was the victim to my own bank, and that without proper investigation how they have chosen to deny me the protections offered by law, which say that at the very worst I would only be responsible for 50 . To be fully responsible for the total amount and treated so unfair in the process is unacceptable. I want Chime to adhere to the law and get me my money back. It's sad that I have to resort to this to get some type of results that are fair.

Company response to consumer: Closed with explanation