Consumer complaint received 2022-05-05
Company: Chime Financial Inc
State: CA
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: Card was charged for something you did not purchase with the card

Complaint:
On Friday XX/XX/XXXX, I woke up from a nap. I checked my account balance on the Chime XXXX and immediately I noticed there was a large amount of money missing from my Chime XXXX XXXX account. I viewed my transactions and there were two unusual transactions listed. One was a withdrawal for {$400.00} and the second transaction was a withdrawal for {$80.00}. The XXXX listed those withdrawals took place at XXXX earlier that evening. I then moved the rest of my money to my savings account knowing something was wrong. I checked my wallet and saw I still had all of my cards in my possession. I then called Chime at XXXX on XXXX. XXXX to report the fraudulent activity on my account. ( Please view the attached proof on timing of call ) After being transferred to the dispute team, I spoke with an associate on the dispute team. I explained to the dispute team member, that the two most recent transactions posted on my account were not done by me and the given amount is now missing. The dispute team member told me he would assist by closing out the credit builder card and sending me another one. I told the dispute team member my card is not stolen, as I had it in my hand during the call. The dispute team member stated this was their protocol and insisted on sending out another XXXX XXXX  card. 
The individual asked if I needed anything else, as it seemed he was about to end the call. I then asked the dispute team member what about my missing funds and reimbursement on this issue? I explained to the team member that this is my rent money that is missing and its a very serious issue. ( Being that its the XXXX of XXXX and rent is due on the XXXX of XXXX ) The dispute team member stated he would open an investigation on this matter that would take approximately 5 business days to handle. As frustrating as it was hearing that, being that rent is due on the first, all I could do at this point is wait until they contacted me after the investigation. 
After the call, I checked the listed transactions on the Chime XXXX and the charges were still shown as pending. I kept an eye on that expecting to see it be canceled at some point. 
On XX/XX/XXXX, I saw the transactions were still cleared with an attached address of the location where this action supposedly took place. I looked up the address and can assure I have never been to the address that was posted ( Please see attached proof ). I have also never withdrawn any large amounts from my credit builder account as I have been using it to Build my credit. I made this aware to the dispute team member as well on the call for the report. I received an Email from the Chime disputes team which stated the unauthorized transactions were reported on XX/XX/XXXX which is incorrect due to the call actually being made on XX/XX/XXXX ( Please see attached proof of day and time of call ) Chime stated they completed their investigation and determined there were no billing errors to my account. They stated the {$480.00} will be included in the payment amount due on my next statement. 
I went back on the Chime XXXX and it shows my disputes were denied and closed. I then called Chime in extreme stress and confusion as to why they would clear the transaction and deny my claim. This is my hard earned rent money that was stolen from me and Chime did absolutely nothing but help commit fraud at this point. I even went as far as asking them to review my further past transactions as well as locations to show that this was an unusual occurrence. I told Chime I was sure they could see on the XXXX  where I loaded my card just days prior to this issue and explained how its for my rent. Why would I load over {$1000.00} on the XXXX to take the cash right back out on the XXXX? It makes no sense. I still have not been able to pay this months rent because of this matter and Im really shocked at the level of disservice and unprofessional behavior from Chime. 
Im not sure how someone was able to withdraw money from my account without my card especially when a pin is also required to do so. Chime also proceeded to send a replacement card by express and it got here the same day as the email. 
I would like to add I will never activate another Chime card nor bank with Chime again after their negligence on this very preventable issue. I need the money I worked for. There is no reason a customer of a bank should get robbed or scammed and not be assisted by the company of the bank.

Company response to consumer: Closed with explanation