Consumer complaint received 2023-04-11
Company: Chime Financial Inc
State: PA
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 saw that {$15000.00} was stolen from my Chime bank account. I immediately called my banks member service line for support. They encouraged me to file three separate disputes because whoever breached my account spent {$10000.00} via my Chime checking account ( dispute 1 ), sent XXXX XXXX {$5000.00} via Chimes peer-to-peer transaction feature ( dispute 2 ), and opened a Chime Credit Builder card and spent {$680.00} ( dispute 3 ). 
At XXXX XXXX on XX/XX/2023, I received a text message from Chime asking if I purchased {$140.00} at XXXX XXXX XXXX. I did not recognize the name so I sent a text stating No. I received two follow-up text messages : the 1st was a security code, triggered by my 2-Factor-Authenticator Settings. The 2nd text message was a notification that the phone number on my account was changed to a phone number I did not recognize ( XXXX ). I called Chime and added the XXXX XXXX XXXX charge to the checking account dispute. 

Between XX/XX/XXXX and XX/XX/XXXX, I spoke to numerous Chime Members Service and Dispute team agents regarding the breaching of my account. I told them about the ATMs I used the day before my money was stolen. During one of my calls, an agent disclosed to me that someone pretended to be me and called Chime 4 times on XX/XX/2023. I asked the agent to send me a copy of my call log for XXXX and XX/XX/2023. The agent stated they were not allowed to give me that information. I asked for a copy of my recorded for quality assurance conversations of the XX/XX/XXXX calls. The agent said they could not give me that information either. 
During this same time frame, multiple agents disclosed to me that I was eligible for temporary funds while the dispute team investigated my claims. I called and emailed at least once a day during that time frame for an update on the investigation. 

On XX/XX/XXXX, I received an email that dispute # XXXX ( the unauthorized {$5000.00} peer-to-peer transaction ) was denied. After calling Chime back for information on the detail, they stated they would reopen the case. 

On XX/XX/XXXX, I received an email that the XXXX XXXX XXXX claim was denied and considered closed. That evening, I emailed chime at XXXX a copy of my stamped and signed police reports from the XXXX XXXX XXXX in XXXX XXXX XXXX XXXX XXXX I requested my documents get added to all the dispute files. On this date, I also reached out to the FBI for support. I spoke to agent XXXX who recommended I submit a claim to the IC3 department. 

On XX/XX/XXXX, at XXXX XXXX, I received an email from Chime stating : Following a recent review of your Checking Account, we regret to inform you that we have decided to end our relationship with you at this time. Your Checking Account will be closed on XX/XX/2023. 
I called Chime and spoke to a supervisor named XXXX and he told me to send in a copy of my ID and the last 4 of my SSN and they would investigate my account for a potential reopening. After I emailed that information, I received a follow-up email from Chime Members Service Agent, XXXX  stating the following : We have determined that your account failed to comply with the terms of your Deposit Account Agreement ( https : //www.chime.com/policies/bancorp/deposit-account-agreement/ ), and weve closed your account as a result.

When I requested specific information, XXXX from Chime Members Service told me the following : For security reasons, Chime can not disclose any more information about the closure of your account. For full details, please refer to section C9 ( Account Holds, Suspensions, Restrictions, and Closures ) of the Chime Deposit Account Agreement ( https : //www.chime.com/policies/ ). 
During one of my calls between XX/XX/XXXX and XX/XX/XXXX, an agent disclosed to me that because my account was closed, the investigations were no longer open. 

Because of Chimes negligence and poor account security, Chime gave someone unauthorized access to my bank information and allowed them to bypass my 2FA security settings and access all of my money. Rather than do the right thing and return my money, Chime has decided to treat me like a criminal and not help me.

Company response to consumer: Closed with explanation