Consumer complaint received 2023-08-25
Company: Chime Financial Inc
State: NV
Product: Prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/XXXX I lost my debit card I didn't notice that I lost it until later that night when I was trying to order some food and my account said overdrawn on the app I looked and noticed about 10 or 11 transactions back to back purchases with even some of them having the same amount within 2hours my account had been wipe out and even overdrawn. So I call immediately to chime to report the fraudulent unauthorized transactions and the person assured me that it's no problem there going to help me. What a lie he told. Next he says I can't start the claim until the funds are tooken out of my account. I said why nothing from any of these companies shouldn't be on here period I don't want to wait for the claim to start they told me I had to wait I explained I'm on a fixed income and I needed my money back they couldn't of had my pin and they definitely didn't possess my identification. So I'm trying to figure out how a total stranger could go to these store and get my money without a pin number or a identification card. I received a email stating that if I wanted to start my claim on some of the transactions I could so I started the process for those claims only to receive a email stating that I requested for the claim to stop. I immediately emailed and called chime and told them the email was t accurate and that I never asked for the claim to stop. Once again they said no problem they can help me. Another lie. The next thing I get a email stating that I'm denied and they can send me evidence and documents on how they came up with that. I called and live chated asking why was I being denied I asked them how could they deny me and not tell me why I asked them why did I have to wait ten days I ask them to email this bull XXXX evidence I've now requested this over 5 times and as of XX/XX/XXXX I have yet to receive it. I filed a rebuttal and ask for my provisional credit they give my some way out date for that when on the error policy it states ten days for a credit so I wouldn't be suffering from these unauthorized fraud that has accured. They haven't yet to give me the provisional credit and now they keep saying that they will get to my case by XX/XX/XXXX. I filed a police report I sent in my GPS for that day I'm no where around any of those places. I got a call from XXXX XXXX trying to help me. He asked me to contact Chime and find out the address for the stores or phone numbers or something somhe can go tomthese location. Chime once again has failed to provide any info on these stores. I got in touch with the XXXX and with the store number only they were able to tell me what location I went to the location 3days ago and told them what happened and that the XXXX wanted to make sure they don't record over any footage for that day. The customer service manager stated that she hadn't been contacted by Chime and she told me to get her a hard copy of the police report. So I called Chime and asked them why they hadn't contacted XXXX in regards to my case and why haven't they given me my provisional credit. And I've been hung up on I've been transferred over and over and over not only on the phone but on the live chat even when I ask not to be transferred I've requested managers and been hung up on and I've been more irritated by the employee acting like they didn't hear my request and continue to talk. I've been victimized over and over by Chime they failed to protect my money. I never thought that someone could take every XXXX and some without proper identification or a pin boy was I wrong. I don't understand what's the good for a pin if anybody can access my money without one. I've been sent emails that state lies saying I request for no one to contact me when I know I've only requested for a call back or XXXX. I'm tired of this company treating me like I'm the thief when I'm the customer that has been victimized and instead of helping me they have continued to prolong my suffering I'm a XXXX old veteran and I'm not understanding why this company has done me like this. They couldn't even tell me why my account was flagged for suspicious activity when 7purchases within XXXX at XXXX with 3 of the totals being the same amount. If that's not suspicious what is. Why XXXX has XXXXtransactions same amounts back to back. This company should be shut down there business practices hurt the customer and give the criminals a have at it ability to hurt the customer. They say to contact them with email you do that they still don't help I haven't gotten one call from this company not one. They tell you on other things go talk to the live chat for faster help and you get transferred until they just end your chat and never help you waste your time and patience. Then you requested info and guess what they drop the ball on that as well never giving me any of the documents I requested nor mailing them nor emailing them. I need action better business bureau Im not getting any help with my money being stolen and no answer worthy when someone took all my money without a pin or identification card.

Company response to consumer: Closed with explanation