Consumer complaint received 2021-05-28
Company: Chime Financial Inc
State: NM
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2021 I received a notification in my email that theyre was unusual log ins into my chime banking account, and alerted me to contact the company if i wasnt responsible for the logins. I live in XXXX New Mexico and the notification was based out of Texas. I report the activity to my bank immediately. They advised me that changing my password would ensure that I was safe. I did just that. Two days later, same thing happened, I again contact them immediately and informed them once again. I asked them to log my account out of all other devices and asked if there was a way they could somehow check the devices that were logged into my account. The representative pretty much told me he was unwilling to go the extra mile and find any sort of answer to my question. I was told yet again that I needed to change my password so I did. Several days later, I attempt to add fuel to my vehicle, and my card declined. This was shocking because as far as I knew, I had close to {$4000.00} in the account. I log in and cant believe that I see that my account has been drained! Over {$3200.00} had been transferred to chime accounts I did not recognize or had even the slightest idea of whom they belonged. And there were large amounts paid out to XXXX and XXXX. They drained all that I had in 2 days. Thats all the time they needed. Chime provides a virtual card which you can access the numbers to in their banking app. Thats how whoever had gained access to my account was able to find the online orders. I call chime within minutes and had a lump in my throat and was on the verge of tears. Lets just say, I have been denied and told Im not going to get any of that money back or lied to and mislead and every day possesses a new excuse and more lack of help or explanation from any of their 50 employees that have helped me over the last 23 days. I keep submitting my claim and getting denied, I have been told to wait for something in the mail and nothing has come. I asked for help and did my part to protect my account and myself from allowing this to happen and they failed to help with any of my requests that could have potentially prevented this and also I feel like they didnt take me seriously and give much thought to the possibility of this happening to now that it has, Im the one paying the cost and dealing with all the XXXX that I did my best to prevent from ever happening in the first place. They are allowing this to happen and offering me no help. All I get told is they want more info and thats why Im being denied. I dont get what else I can provide to them to help them make their determination. They should have the history of my call ins on file with proper notations in my concerns and they have made me submit dozens of documents and I just dont know what else they want or expect from me. All I know is Im left with this XXXX and unsettling burden that I never expected could happen to me. And this company does not a XXXX thing to help me or empathize with me or see where I did what I needed to do on my end and I took all the measures I needed to take and as best I could and they are offering me no help or support. Just another denial with lack of reasons or support. I just dont think that this is right and I dont know what else I could have done differently, but I know that picking them to ever be responsible for my finances was the first error I made on my end. They dont care and are allowing this crook to get away with stealing all that I have to my name that I earned for myself and they dont understand the price I had to pay for that money to begin with. And not they are allowing it to all be taken from me and wont give me any kind of help or guidance or support, just a big XXXX XXXX to my face as far as Im concerned

Company response to consumer: Closed with explanation