Consumer complaint received 2022-12-31
Company: Chime Financial Inc
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Trouble using the card
Sub-issue: Trouble getting information about the card

Complaint:
It all started when I saw a an ad on the computer saying that I could get a new phone if I could transfer my number over to XXXX  XXXX, obviously needing a new phone because Mom was broken I thought it was a great deal to just pay for the month of the first payment and get a new phone which was {$68.00} and I would receive a month of service and a XXXX XXXX XXXX new phone. Well from the beginning everything was messed up but this isn't about XXXX  this is not about XXXX  because it's about time bank account because whenever I try to pay with my chime make account card it's not a credit card it's a debit card I put in the wrong address because I wanted it sent to a different address, I didn't know that they meant to put the address on my card as the same as my mailing address I didn't know they had to be the same, since people move all the time. So when I put in the wrong address, obviously XXXX XXXX denied the purchase. This is where XXXX  comes in as real crooked and they should be investigated as well because whenever they denied my purchase I asked a friend if I could use your credit card to pay for this purchase because it wasn't accepting my time card and they said yes so I used their card to purchase the phone in the service and all that it's XXXX dollars was the absolute final payment in full before I was supposed to get my phone the next day. Luckily she did this for me and I thought everything was okay until 2 days later I finally received my phone when they promised 24-hour delivery. And I go to get my son breakfast next morning on my Chime card and I find that not only did my friends money come out of her account the {$68.00}, but they also took the {$68.00} out of my chime account that they denied in the first place. That left me dumbstruck to say the least, so the first thing I did was call chime, and let them know there was an unauthorized charge on my card, not once did they say they were going to freeze my card not once they tell me they were going to turn my card off if I would have known this, I never would have left chime card as my card to refund the theft. I would have to close my account out and and call XXXX and had some other form of payment for them to send payment card for them to send it to me back to me. 
I had not a problem with chime, up until that point .in order to even report to them the unauthorized transaction or theft of money for my account, since it was not even approved for them to even get into my account ( XXXX  meaning ), I had to tell them the exact last XXXX transactions that I used on my chime account card, meaning to the very last red cent. luckily while I was on the phone with chime I used it for the very last time at the XXXX station I was getting gas at I had a little bit of money left over minus the XXXX $ Cricket, took off my card I had like {$4.00} left I can't even get my son breakfast XXXX luckily I spent that on gas while I was talking to XXXX " XXXX '' before they froze my card. They said that that they could not stop the pending transaction because it was still pending, and then it was up to XXXX to stop the payment or cancel the payment at their discretion, so I had to call them and there was nothing that chime could do .... 
Of course I call XXXX immediately not only do they tell me that they see the money right in front of their face still pending, and they are unwilling to send it back until I register my account into XXXX, even though they have XXXX payments one that did go through and XXXX that's still pending they never should have gotten into in the first place. So I have to begrudgingly, register with these people the same people that stole money out of my account. Then they inform me after I register can not cancel my transaction but even though it was never my transaction in the first place they stole it, the couldnt, refund my money or stop payment. I went back and forth with chime and with XXXX all in all probably XXXX times maybe even more than that!! mind you every time you call XXXX  there's a automatic XXXX minute wait, then you get put on with someone completely different than you talk to you last time, and you get to run around like you would not believe, and it's the same answer every time, '' you have to call your bank '' which chime is not even a bank, and they authorized it and they alone can refund my money or stop payment or cancel payment. 
Here 's the kicker, LOL, so I call XXXX  back and I tell them that XXXX  told me that they had to refund my money or stop payment cancel payment that they were not authorized to do that on their end. But now it's a XXXX days later after arguing with XXXX about taking my money and assuring them that my bank told me that they could not do it, that I had to call them and XXXX had to pay or stop payment on the pending charge. So 3 days later I called my chime card virtual whatever they are back, and I am frozen out of my account, completely!! All the sudden my saved password no longer works, and I can not change my password because you have to pretty much give them your first born child in order to Simply change your password ..that 's a joke obviously, but you have to jump through hoops like send in your picture of your ID send in all XXXX last transactions you made send in your bank number I'm just all kinds of things I did every single one of the things I asked for I even had to take a selfie with a written date was holding it beside my face this is at XXXX in the morning I was loving this, LOL, I had to take a picture of the my actual card front and back, I had to give them my social security number I had to give them several forms showing that it was me including pictures live pictures of with the date and time written beside my face and my ID a picture of my ID right beside my face. At this point of course it had been 3 days since I had spoken to chime, and in order to even get into my account at all, over the phone virtually over the phone with these people I had to verify to them of course my social security number my ID number my bank card number and long behold the last XXXX transactions to the very last red Cent that I had made on the card. 3 days prior when they asked me for this it was easy to give them that, cuz I had made XXXX of thetransactions that day, and XXXX atm withdrawls the prior day..So, I was only able to get into my account that first day before they froze my card. 3 days later I had no earthly idea with my last XXXX charges were to that same card they froze which they never told me they were going to freeze that card they never told me I was not going to be able to use it ever again, so I never thought about even memorizing the last XXXX transactions are writing them down to the last XXXX. So I'm assuming that XXXX  says they only had 15 days to refund the money back to my account which I'm sure they did by now but I don't know because I can't get into my account at chime, without knowing the exact amount of the last XXXX transactions that I made the day before XXXX  stole the money out of my account and chime froze my account and no longer lets me in it. I have called and called and called and called numerous times over and over and over I would say probably XXXX times maybe a little less maybe a little more begging them sending them every single bit of proof that I could send them in this world everything they've asked for us sent them but since I don't know those last XXXX transactions to the last cent I'm no longer allowed to be in my time account which has my money in it I'm a single mom struggling to pay my bills barely have a half-assed car, and that {$68.00} XXXX not seem like a lot to some people but it could be the difference between eating and not eating in our house it's disgusting how they run their business is disgusting how their customer service will hang up on you treat you like a dog and simply like you lied to you and lie to you just to get you off the phone I need my money back I needed it back that same exact day I had everything they needed that day to do something about it and they couldn't they wouldn't do it. 
Thank u for your time..Sincerely, Me Also, I have countless emails with all the proof they asked for ... selfie, Photo of id, card, SSN..etc I XXXX be able to send the pics they requested, but its threatening to log me out, which will erase all here

Company response to consumer: Closed with explanation