Consumer complaint received 2023-11-07
Company: Chime Financial Inc
State: MO
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 XX/XX/2023 I received 4 notifications at XXXX, XXXX, XXXX, and XXXXXXXX XXXX on my physical phone letting me know of 4 transactions that were made at XXXX XXXX XXXX XXXX XXXX in the amount of {$400.00} total. Since I was currently on the way out of town and did not authorize those transactions I immediately called my banking institution Chime financial partnered with XXXX and XXXX XXXX to report the unauthorized transactions. I reported the unauthorized transactions and was told my card was being deactivated and I was being sent a new one one the mail but that I would need to call back when the transactions were no longer pending in order for me to dispute the unauthorized charges. I waited a few days for the transactions to settle and once they were no longer pending I called back Chime financial partnered with XXXX and XXXX XXXX  to dispute the transaction. I was asked a series of questions pertaining to the transactions. I let them know that no I did not authorize the transactions but that my physical card was not lost or stolen. They than told me that they would open an investigation to determine if there was an error with the transaction and that I should submit any evidence I had to prove that I did not make the transaction. I went to the business where the transactions were made XXXX XXXX XXXX XXXX XXXX which is a gas station. I told the clerk that my card had unauthorized transactions at this location and asked if he could look up the transaction and provide me with information, a receipt, or possible video footage. The clerk told me that I needed to call the XXXX headquarters because they have been having issues with their gas pumps being compromised and that's how my card was charged but would not provide me with a receipt or any info about the transactions. I than called the XXXX headquarters where I was than told that they only the location itself could provide reversing transactions but that they are aware that that location is using compromised gas pumps and have told them they need to get new equipment but they have not. They also told me that they couldn't provide me with information about the transaction but if my financial institution were to reach out they would provide information to them. I than called back Chime financial partnered with XXXX and XXXXXXXX XXXX and provided them with the information I gathered about the transaction including the contact information for the XXXX headquarters. I was told that the investigation team would look in to the case and a determination would be made within 90 days. I received an email later on that day from Chime financial partnered with XXXX and XXXXXXXX XXXX stating that they had completed their investigation and found that no error had been found with the transaction and therefore my dispute was denied and I would be responsible for the {$400.00}. I immediately called back Chime financial partnered with XXXX and XXXX XXXX wanting to know why my dispute was denied. They told me that they only the investigation team could answer those questions but you can only contact by email but that I could appeal the denial and provide more supporting evidence. This went back and forth for a total of 5 appeals. I provided as much information as I could but since the gas station wasn't cooperating it wasn't much. I did file a police report about the incident which I provided to the investigation team and also a copy of my credit card statement showing transactions on that same day out of town trying to prove that I was out of town at the time the transactions were made. I finally got a response from the investigation team as to why my disputes were being denied and it was just a transcript of the series of questions I answered in the original call I made to report the transactions. As my financial institution Chime financial partnered with XXXX and XXXXXXXX XXXX  should protect me against fraudulent transactions that I did not authorize and help me get my money back.

Company response to consumer: Closed with explanation