Consumer complaint received 2022-03-06
Company: Chime Financial Inc
State: NJ
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:
On XXXX, after spending all day at home sick, I went to withdraw {$400.00} from my account to pay my roommate part of my rent. My ATM withdrawal was declined. It was only then that I realized my card had 5 unauthorized gas purchases on it. The first two were from " XXXX XXXX ''. These transactions were done at XXXX XXXX  and XXXX XXXX in the amounts of {$75.00} and {$75.00}. The next 3 charges were done at " XXXX. '' These transactions were done at XXXX XXXX XXXX XXXX  and XXXX XXXX  for the amounts of {$76.00}, {$120.00} and {$48.00}. The total of these 5 charges is {$390.00} and they were all done within 31 minutes of one another. 

I did not receive any notification on my phone from the Chime app when these charges occurred and my debit card never left my possession. Had I received notifications of these transactions, I would have locked my card immediately. I was at home sick in bed on my phone. I should have gotten at least 1 of 5 notifications but I got nothing from my app. 

I called Chime on XXXX for assistance because these charges were still pending and I could not dispute them online. I was advised to dispute them as soon as they cleared and that a provisional credit would be issued immediately automatically. I had to wait until XXXX for them to clear. During this call, I was able to report my debit card as compromised and I am being sent a new one. 

I woke up early on XXXX to check my account and try to dispute them. I disputed them at approximately XXXX XXXX on XXXX. I submitted the first dispute for 4 of the 5 transactions totalling {$320.00} ( # XXXX ) and a second dispute for {$75.00} ( # XXXX ). A provisional credit for {$75.00} was immediately issued but I was not issued a credit for the additional {$320.00} as I was assured I would be. I am now late on my rent and accruing late charges because Chime was unable to do as the rep stated in my first call on XXXX. 

In an effort to pay my roommate more of my rent, I called Chime to see why I hadn't received the {$320.00} in additional provisional credit so I could pay my rent. They informed me that Chime has until XX/XX/18 to issue a provisional credit and that they will only do so if their dispute has not been resolved by then. 

My 2nd dispute for {$75.00} has already been denied less than 24 hours after submitting it. Chime has not requested additional information or any supporting evidence. Chime has refused to even tell me the addresses of these 2 locations where these 5 charges were made. 

I have repeatedly asked for this information and they have refused to provide it to me. I have only received scripted answers to any of my requests. I have been unable to speak with an actual person who can help me. I have done so in writing and on the phone. During my call on XXXX, I was told that they could not see the information because it had not cleared yet. Then during the calls I made today on XXXX, I was told they are unable to provide me with the addresses of the locations where these 5 charges were processed. How can they refuse to provide me information about where my money went to?! 

I have enclosed screenshots of my call log to show my multiple calls to Chime as well as our email correspondences. I have also included screenshots of my individual charges, my ledger and my disputes in Chime.

Company response to consumer: Closed with explanation