Consumer complaint received 2023-10-28
Company: Chime Financial Inc
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Chime Financial XX/XX/XXXX : I had XXXX charges on my Chime debit card, and immediately contacted Chime regarding disputing the charges, and when I finally got to speak with a rep, I instructed precisely that there were 3 charges ; 2 to XXXX and one to XXXX ( craft store ). They stated that since they were still pending, they may still be returned to my account ( as I instructed to freeze the account ) and I had to wait to see what happens..in order for them to completely investigate. 

XX/XX/XXXX : One XXXX charge was being returned, one XXXX charge is still pending, and the XXXX charge was approved and shows completed. I again contected them, spoke to another rep and stated there were 3 charges and one had been moved to return to my account. According to what they had listed, there was only one! Obviously they were not listening. Again, I was told I had to wait. ( No one has contacted me about XXXX being approved ... as they stated they would " monitor '' things ) Today I was contacted by " XXXX '' about a charge to my account. My Chime is attached to my account and I panicked. I called the number, and spent 45 mins with a " security supervisor '' who called himself " XXXX XXXX ''. He gained my trust, with how he could assist in blocking 'scammers '' from my accounts. Long story short, he was able to transfer XXXX from my checking to a dumby account. In the midst of it I realized the terrible mistake I made -- and how could it have happened when I had REQUESTED THE ACCOUNT FROZEN with the rep! Why didn't Chime question it? Why wasn't the account frozen? It had active alerts for the account, or does the info they gather for fraud go in a black hole? So, I call Chime again, go through the voicemail XXXX they have, and finally talk to another rep -- who read his script, and stated he would submit a dispute though since it was a scam, I likely lost the money... even with a supposed frozen account ( he has no answers for that ). 

I feel completely XXXX about this. Though, knowing not to just sit around ; I filed a complaint/action with the FTC, the Atty General of Massahusetts, and the local police-who will generate a report for submission to Chime. Chime isn't a real bank, per se, it is deemed a financial institution-online, with limited access to ATM 's ( XXXX ), difficulty in getting to an actual person, with a customer service # that just is awful in thinking you are getting anywhere. Chat on line doesn't work, you can touch the "? '' and nothing happens, many times. 

Not only do I feel frustrated by my XXXX, I feel after many years as a Chime customer, that these types of things " are business as usual '' for Chime. I want them to help me, refund my transfer from my supposed " frozen '' account, because it should have been alerted at least, I want the two remaining charges from XX/XX/XXXX returned. I did not make the charges. Period. It can likely be done with a couple key strokes. 

Customer service is everything. I have read many complaints about Chime -- and so far up until XX/XX/XXXX, I thought it was an OK company. I had no issues. However, I expected more from them, not just a someone in XXXX-knows-where reading some script about " i know how you feel XXXX ''. No you do not know. I am frustrated and dissappointed in Chime ( and myself too, I admit ). I would like to be treated like an honest human being, and be taken on my word that what I have reported is true.

Company response to consumer: Closed with explanation