Consumer complaint received 2022-01-21
Company: Chime Financial Inc
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To whom it may concern. I learned that my chime account had 36 unauthorized transactions. I reported it to chime. They accidently left off one of my transactions and opened another claim. They approved one transaction for XXXX and declined all other transactions ( 35 of them ). Unpon requesting infor on how they approved it shows no error and no investigation was done. But they recieved a charge back so they just put my XXXX back. The other trans are made by the same person in the same spending pattern and they were declined. Upon getting the report of how they determined this it shows that i stated my passcodes were only in my mind... that is not true on the inital claim you will see it was stored on XXXX XXXX which is how my account was hacked. No other documents i sent in were looked at. XXXX XXXX advised i needed to provide documents as investigations states they had nothing. Which is not true i have all the emails time stamped. I gathered documents from my doctors in calufirnia showing that during some of the transactions i was in XXXX 15 hours driving away from the towers that the ip were bouncing off of ... im sure if they researched they will see the ip address is in arizona and my papers clearly show me admitted to the hospital in california. I sent in the police report showing my stuff was stolem. I also have a phone call in fact there are two that chime is stating my money would be put back as the contacted investigations and the call was dropped but we called back and the new manager said it was not notated and would not help in any way. Visa provided me with the call as they record every call. I also sent that in. I called to do a rebuttle and the rebuttle was declined withing seconds that was on XX/XX/XXXX then another XX/XX/XXXX and another XX/XX/XXXX. Once i said i was going to contact the legal office the rebuttles were all active. Then all were cancelled. The information shows they did not use any documents that i provided to show the transactions were not mine. I was told that no matter what i turn in my claim will never be approved because of chime not getting a charge back. I am going to include all documents. Including the approval letter that said they approved my claim... only to find out they only approved on transaction and called it good ... .i only had one claim so i thought my claim was proven and all is well but they declined to credit the other 35 transactions that were clearly included in my only claim filed. I started XX/XX/XXXX fighting for my funds and they are now pushing XX/XX/XXXX to hear anything. They keep saying i need proof of transactions but being under the knife during several transactions is not proof to chime. And being XXXX5 hour drive away from the tower is not proof... they have it set to not pay no matter what proof i provide. Even the ip address of the merchant trying to transfer while i was on the phone with chime is not proof chime will even look at. They are sifting thru date to try and find a way to decline instead of looking at all the proof and putting together the real picture. If it doesnt support a way for them to decline they will not even look at it. This is not fair or ethical... or lawful!!!!! I am told a manager put together a wonderful rebuttle and tried to esculate it but it was denied right away.

Company response to consumer: Closed with explanation