Consumer complaint received 2020-10-03
Company: Chime Financial Inc
State: CT
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:
In the month of XXXX I had a fraudulent charge on my account, that my bank texted me to see if I authorized and found that I didnt. The following day they allowed the transaction to go through anyway. So a dispute was made in this transaction and found to be in my favor. At this time, I had to be issued a new card on my account as well. I had a subscription to XXXX XXXX and during the month of XXXX they tried on several different occasions to charge my account for their monthly charges. However, due to the fact that my card information had changed each transaction was declined and I received a notification stating so. It also stated it was due to them not having the correct card information. But on XX/XX/2020 they were able to debit my account for {$58.00}. I never really thought anything else of the situation and just allowed the charges to continue. Since they had already had the new card information. Now here we are in XXXX and I had yet another fraudulent transaction come through my account that I had to dispute. So after the dispute was initiated, I was told I had to be issued another bank card. So I asked why? When they give out my card information anyway. When I told the rep on the phone this information, she said they werent allowed to do so. So I then brought up the issue that occurred in XXXX. I was then transferred to a supervisor, who upon further investigation determined that the information I gave was correct and sent an email to their escalations department. They then emailed me today, to basically deny the fact that they committed any wrongdoing. So I took it upon myself to investigate further and contacted XXXX XXXX to find out how it was that they got my card information, when I never entered it into their system or called them with it? Their rep XXXX, told me that they received the updated information from my bank. She explained that their agreement with bank was if they had the previous card information in their system, my bank just updates that information automatically. So now it made sense, how this was able to occur. I phoned back to my bank with this new information and after explaining the issue and email situation to another supervisor. I was advised that the only thing they could do was block the merchant from charging further transactions to my account and I could file a dispute for the charge. He then placed me on hold and never came back to the phone. He just sent me back over to the dispute department. Once there, I reiterated the entire story and let the rep know I had since cancelled services with the merchant. I told them it was today, but when looking through my emails found that it was really on XX/XX/2020. However, the rep informed me that though they gave my information to the merchant they were unable to process a dispute because I let the charges continue to occur in my account. But I explained that they facilitated fraud, as I never authorized XXXX to debit my account in the first place, they did when they gave XXXX my new card information. So had they not done so, there would have never been any subsequent charges. I also was bringing this to their attention because they were trying to assure account security. But how can you do that, if youre the ones who are supplying peoples account information. Their supervisor stated that they never receive the card information, which I said has to be untrue on some level when their system generates the new cards and numbers. So this information has to be logged somewhere.

Company response to consumer: Closed with explanation