Consumer complaint received 2023-03-28
Company: Chime Financial Inc
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX, I filed a dispute with Chime after noticing unauthorized transactions on my card linked to my checking account with them. The dispute was filed all at once, for a group of transactions that occurred within days of each other, in the amount of {$2900.00}. 
I was not in possession of my debit card, as my wallet- with my Chime card, ID, Passport, and other bank cards- had been stolen. No one else that I know is authorized to use my account, had my account information, or made these purchases, nor did I. 

Within 24 hours, on XX/XX/XXXX, I received a provisional credit on the account in the amount of {$2900.00}. Simultaneously, I received an email from Chime indicating that they had closed my Chime checking account, and that " we have made the decision to end our relationship with you at this time. Your Checking Account will be closed on XX/XX/XXXX. '' There was no explanation given, but it's clear that this was some form of retaliation for me expecting them to uphold their responsibilities and protections from unauthorized purchases and fraudulent transactions - at no point were these transactions flagged or was I notified of them, despite the incredibly high dollar amount at retailers I had never shopped with before, completely out of line from my normal purchasing behaviors. ( Of course, that's my speculation for my they terminated my account, and nothing I can verify, since they refuse to comment on the closure and provided no explanation, but it seems fairly obvious that this would be the reason, given that it occurred less than 2 days after I opened my dispute. ) Fast forward now to XX/XX/XXXX. Despite over a month passing, this is the first time I have heard from Chime regarding my dispute- aside from the issuance of the provisional credit. No requests for further proof or documentation, no response to the ample proof and documentation I provided in regards to the dispute, nothing. 
On XX/XX/XXXX I receive two emails.

One indicating that : " Based on our investigation, we have concluded an error occurred. As we explained in our letter sent to you on XXXX, a provisional credit in the amount of {$1300.00} was posted to your account. This provisional credit is now permanent and any applicable fee ( s ) have been reversed. '' And a second indicating that : " Based on our investigation, we have concluded no error occurred. On XXXX, a provisional credit was posted to your account on a temporary basis until we completed our investigation. On XXXX, the provisional credit will be reversed and your account will be debited in the amount of {$1500.00}. '' So right off the bat I notice that they SPLIT my dispute into chunks, despite all the transactions being submitted as ONE case, with one case number, because they all occurred together and were all unauthorized transactions under the same documentation. 

To my thrill, they ruled that yes, these transactions WERE fraudulent, unauthorized purchases on my account that I will not be paying for. To my dismay, they only did their job on this for a portion of the dispute, in the amount of {$1300.00}. 
They are claiming that {$1500.00} was NOT unauthorized, despite occurring at the same time as the transactions ruled in my favor, and despite me having no possession of my card, use of my card/card number/account, etc. 

I have contacted Chime to reopen/reconsider the remainder/second claim/reopen the dispute. I am uncertain if they have done this, because all I received in response was an unclear, automated email about my " rebuttal being received '' but I am assuming that means I successfully reopened this claim. 
I can not get into my Chime account, of course, because it no longer exists, and they closed it back in XXXX of XXXX in retaliation for my dispute. 

I will not back down from having this resolved. Chime does not have to offer my a checking account/debit card - that's fine, I accept that my account has been closed for no visible, explained reason, and don't wish to bank with such a shady, unscrupulous company anyway. 
However, I will NOT be held responsible for {$1500.00} that I did NOT authorize being spent, did NOT spend. I will NOT be paying chime a single XXXX towards this " denied '' claim, and I will NOT rest until they do their job and take responsibility for 100 % of the disputed amount/unauthorized charges.

Company response to consumer: Closed with explanation