Consumer complaint received 2023-09-06
Company: Chime Financial Inc
State: TX
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:
I did a dispute claim on XX/XX/2023, on unauthorized charges to my bank account online in the Chime app. I received a case number # XXXX online bank app only did 4 transaction dispute and not the whole XXXX unauthorized charges. I contacted Chime on XX/XX/2023 to see why all unauthorized transactions were not submitted on XX/XX/2023. A agent that worked for chime was able to take the disputes that did not get submitted on XX/XX/2023 and make a new dispute case for a total of XXXX unauthorized transactions in the amount of {$3600.00}. The male agent gave me a second dispute claim which was # XXXX. I got off the phone with the Chime agent and looked in the Chime app to view my dispute cases, and not even 10 minutes from getting off the phone from Chime, my claim for XXXX unauthorized charges were denied instantly. Chime denied the dispute without doing a thorough investigation. Chime didn't even give my claim # XXXX 24 hours to do any investigation. I immediately called back and got a female Agent and told her that Chime is not following the Electronic Funds Transfer Act. The agent reopened my case and resubmitted my dispute again on XX/XX/2023 for the amount of {$3600.00}. I asked the agent why my dispute got denied within XXXX minutes of submitting, but my other claim by same merchant for {$94.00} was still pending and I also received a temporary provisional credit. I explained that this didn't make sense to have one dispute claim pending by the same merchant but deny my second claim, when it's all by the same merchant. The agent claimed she would send me documents on how they relied on making their determination for their dispute to my email but will also reopen my dispute case for {$3600.00}. My first 4 dispute transactions were still processing, and I was given a provisional credit for the amount of {$94.00} on XX/XX/2023. On XX/XX/2023 I received a second denial by email claiming my dispute for {$3600.00} was denied by Chime bank. I called Chime and requested that the claim be reopened. The agent reopened and resubmitted my claim for the amount of {$3600.00} for the second time. I was told again I would receive documentation on how they came to their decision. I sent in my evidence on both claims by the same merchant in the app and by email to Chime. I received a 3rd denial on dispute claim for {$3600.00} by Chime through my email XX/XX/2023. I sent Chime support an email stating I wasn't satisfied with their decision, and wanted claim reopened and investigated. I received an automated email, but nothing from Chime Support on reopening the case. I received a denial for dispute for {$94.00} by Chime through my email on XX/XX/2023. I followed up with Chime by phone on XX/XX/2023, on my denial by email about reopening the case for the amount of {$3600.00} and the other dispute for {$94.00}. The agent claimed to reopen both cases. I complained to agent on how unsatisfied I was with their investigation and was told again I would receive documents on how they came up with their decision. I've sent Chime all the evidence I could to prove I wasn't responsible for these transactions but feel Chime did not take the time to investigate my dispute claim. On XX/XX/2023 I received a email for their decision on how they did the investigation, and there wasn't any valid reason or proof from Chime or merchant on why my claim was denied. The 3 emails that were sent with documents of their decision by email came with a copy of dispute transactions and an intake sheet with no explanation of how they came to their decision to deny my claims. Chime did not show any proof on how and why they denied my dispute. They even attached a document that was sent by another customer. They also claimed that I didn't have any supporting documents, when I did send them a screen shot email of the merchant giving me the run around about unauthorized transactions, and later claiming I would be refunded for the errors made, but merchant hasn't refunded the money as of yet. I thought I could trust Chime in handling this but have researched online and found that other consumers are having the same issue with Chime not investigating disputes and denying disputes with evidence. I have no idea if Chime could be keeping the money from denied disputes, but this is some of the online claims being made by other consumers. There seems to be a major issue with Chime constantly denying valid dispute claims, along with closing accounts unexpectedly for no reason. I'm stressed out and tired of getting the runaround from Chime and the merchant. I no longer feel safe with Chime handling my money. This is the reason of my complaint being made.

Company response to consumer: Closed with explanation