Consumer complaint received 2022-06-15
Company: Chime Financial Inc
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2022 I was the unfortunate victim of a home invasion. Everything in my home was taken including my wallet an lookingd cards. Once these thieves departed, in my new car, my thoughts immediate focussed safeguarding my pending SSDI check. I contacted Chime Bank and reported my XXXX bank cards stolen and asked that the account be frozen until any potential problems/security issues could be accessed. The Chime Bank representative assured me that cards were now invalid and the account frozen. This call was placed with my smartphone with the speaker on and three friends sitting within a few feet and listening intently to my conversation with the Chime Bank agent. I was further assured that my pending deposit ( scheduled to post to my account on XX/XX/XXXX ) was safe. The next few days were spent evaluating, accessing, and completing a damage report. On XX/XX/XXXX I again called Chime Bank with the intent of regaining access to my account. The Chime agent, in reviewing account details, announced that the account was never frozen and that both cards were still active. Upon hearing this information and not believing it possible, I inquired as to my present account balance. The Chime representative reported a balance of this $ XXXX. The balance did include my monthly SSDI check. Where is my deposit? I was told that through a number of ATM withdrawals every dollar was stolen.I was in shock at such news. I was furious! {$2600.00} stolen with cards that were reported stolen 5 days earlier. My funding for an entire month stolen. How? ; What am I going to do now? Bills, rent, food, and utilities all requiring an income which at this moment I don't have. It is inconceivable that a bank could be so negligent and/or incompetent in dealing with reported stolen cards. Most card companies and banks have a reported stolen card disabled within seconds, even before you hang up. In this case I was given every assurance on XX/XX/XXXX that my deposit was safe. Since this incident began I have tried to communicate my assessment of the facts, my monetary loss, and Chime Banks responsibility to their member, me! Due to negligence, incompetence, or just an error Chime Bank misrepresented the present security issues of taking a week to not address a stolen card. As per my member service agreement, lost or stolen cards are to be reported immediately. As I did and with enough forethought and diligence to avoid this situation. Chime Bank has stalled, ignored, and blatantly refused any requests for compensation on my part and accepts no responsibility for the loss of my funds due to their mistake. Everyday for over a month now I plead with various Chime departments for understanding and assistance and all I get is form emails, requests for specific account information on an account that I was unable to verify as my own despite the sheer number of picture and IDs sent. If not frustrating enough, Chime closed my account on XX/XX/XXXX. Every effort on their part to bury information, stall my efforts in pursuing the {$2600.00} owed to me, and as they ignore and dismiss I continue to suffer, surviving only through the charity of a dear few. I have just gone 3 : weeks with no water in house and am about to experience an extended power failure due to nonpayment. Yes, I have suffered. Not a cent in pocket for a month. I may never recover from this loss. As each day passes, hope that Chime Bank will step up decreases. I have no options but to ask your assistance in this matter, possible intervening on my behalf. please I'm on my own against a giant and tiring from all angles.,

Company response to consumer: Closed with explanation