Consumer complaint received 2022-05-27
Company: Chime Financial Inc
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On Saturday XX/XX/XXXX at approx. XXXX I received a text message notification from CHIME : Did you try to use you Chime card ending **** for {$53.00} at " XXXX XXXX XXXX & XXXX XXXX '' reply YES or NO. I immediately replied to the text NO. Another notification came at XXXX, for the same amount and again I replied NO, then at XXXX I received another text asking if I attempted to use my card at the same place but for the amount of {$49.00}, once again I immediately replied NO and at that point I logged into my banking app and discovered my Funds had been depleted. I only had {$5.00}, I checked the transactions and there were XXXX unauthorized transactions that were made. I immediately called the customer service number at XXXX and I spoke with XXXX, she closed the card and had another reissued, and she opened a dispute and said I needed to submit information to prove i did not make the transactions, she told me that the investigation department would do a thorough investigation and process my dispute within a time frame of at least 10 days, she said the funds could not be refunded until the investigation was complete. She suggested I have a police report filed. 

On Monday XX/XX/XXXX at XXXX I received an email from Chime member Services stating " based on our investigation, we have concluded no error occurred. Therefore, no funds will be credited to your account and this claim is considered closed '' it went on to say, " you may request a copy of the documents we used in determining the outcome of the investigation ''. I went ahead and requested the mention documents. One reason ( s ) given on this document was There were no evidence of change in personal identification and no charges were found during the disputed timeframe. '' and I went to my local PD and had a report filed ( as the chime rep XXXX suggested ) I then called Chime Member Services back and requested that my dispute be reopened and reinvestigated ( spoke with a XXXX XXXX XXXX he insisted that these charges are not fraud and that the investigation team had already done their investigation, again I insisted that my dispute be reopened. he said I needed to provide " new information '' I asked for specific details as to what kind of " New Information '' he said he could not give specifics just that they would need new information. He repeatedly said " New information '' without providing any clue as to what I need to submit. 

At this point I began to call the merchants that were used, I managed to obtain shipping addresses used, and cancel the transactions. I learned that the person who stole my funds is located in XXXX, TEXAS. I googled the address to the merchant/ transactions I denied ( XXXX XXXX ) address this location is XXXX mins away from the address that was provided to me by another merchant ( this was the ship to address used ) I went on to provide my location at the time of the transactions, I provided the confirmation of cancellation of two of the merchants, all which was emailed to XXXX. 

My disputes continued to be denied, after I provided all the information and documentation. 

on XX/XX/XXXX I called Chime member services- the rep claimed my dispute was reopened and being investigated by the investigation department. He said that if my dispute was not resolved by XX/XX/XXXX that a " possible credit '' could be issued until the investigation was completed. 

On XXXX I received another Dispute denial letter ( email ) I called Chime member services again, I spoke with XXXX who transferred me to his XXXX XXXX  XXXX XXXX advised that my disputes have been completely closed and that I could not reopen unless I could provide " New information '' and again he could not tell me specifically what information they needed. I asked to speak with someone above him and he said he was the highest level of XXXX that could be reached by phone, I asked to be transferred to the XXXX department and he could not do that because there is NO CONTACT INFORMATION AVAILABLE to him or me for this team, I asked for a corporate phone number and he said the number i had been calling was the ONLY PHONE NUMBER, that this was the corporate line. He said there was nothing that he could do to help me, nobody else that could help me only the investigation team can decide the results of my dispute and based on their evidence and the " lack of proof '' I provided my dispute was finalized and funds will not be returned. 

I asked XXXX to send me all the document used to determine my result, he said it could take 10 days. I told him that I received the last requested document for 1 transaction and received it the very next day. I have not received them.

Company response to consumer: Closed with explanation