Consumer complaint received 2022-03-30
Company: Chime Financial Inc
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My Name is XXXX XXXX on XX/XX/XXXX I woke up around XXXX XXXX. Upon waking up I grabbed my phone off the nightstand and saw several alerts from Chime bank regarding change in balance ( XXXX cents ) also a denied overdraft try for XXXX. I told my wife what was going on and we both were puzzled, I opened the chime app on my phone to see that an ATM withdrawal had taken place for XXXX at XXXX while I was in bed asleep. I called chime explained to the rep what was going on and was passed on to their disputes department. I then explained to this person that an ATM transaction for XXXX had taken place while I was home in bed and my debit card was in my wallet in my nightstand. The rep said he had to cancel my card that again was in my possession not lost or stolen but in my wallet. I agreed to that then he told told me id receive my money back within 24-26 hours. After speaking with him I felt something wasnt rite so I called back and got a different rep on the phone. This rep told me that I cant file a dispute until the transaction post which it finally posted the next day XX/XX/XXXX. I called on the XXXX to file my dispute I explained again that my card was not lost or stolen but in my possession when this happened I asked how could this happen at an ATM without having my card. Rep had no clue so I proceeded to give the info was given a claim number XXXX. Two days later on Wednesday XX/XX/XXXX I got an email denying my dispute stating no error was found I immediately called back asking why this decision? I was told that I could request the documents used in their investigation and received within 10 days. I was not pleased by this and I informed that I would get the XXXX police involved. I then was told if I get any additional info to send it and the case would be reviewed. I personally went to the store at XXXX XXXX XXXX XXXXXXXX XXXX which is a store around the corner from my home. I got the number off the ATM machine and called the company they said the camera on the machine wasnt turned on. The XXXX police officer XXXX XXXX came to my home I gave him the details of what took place he then went to the store to see if he could get the surveillance video from inside the store. After several attempts to get the video he finally got it Wednesday evening XX/XX/XXXX. He sent it to me but stated that the camera in the air above the ATM wasnt working the store said it was a corporate camera or something and they had no access to it ( Red Flag ). Anyway I sent the video obtain by the officer that showed the timeline highlighted, it showed a XXXX male leaving the corner of the store where the ATM is located wearing a hoodie and mask. The officer pause on the individual and you can see him putting his right hand in his pocket before he goes out the door. The video shows he was the only person in the store and the timeline matches up with the transaction time. I sent this video along with my photo ID clearly showing I am a XXXX male and the individual was a XXXX  male. I asked chime repeatedly what else is needed from the Officer and I never got a response only scripted messages as all their emails are. I asked could the person overseeing the investigation contact me this never happened. I sent the footage and ID again on Thursday the XXXX never heard anything so on Monday XX/XX/XXXX I called that morning spoke with a rep who then said my evidence was received and he was escalating the claim. That evening I received an email denying my claim stating no error! I once again called furious spoke with a rep who kept bringing up the documents used in their investigation. Me furious asked whats in these documents that chime keeps talking about he went on to say that my card had been used at this store before as well as the XXXX XXXX across the parking lot that my wife and I grocery shop. What does XXXX XXXX have to do with this or the fact that I have purchased gas inside this store at the register before and I have used that ATM before. The store is rite around the corner from my home and per Chime their free ATMs are located inside XXXX XXXX stores. I told them numerous times that the last time I was in that store was Wednesday XX/XX/XXXX my money was stolen on XX/XX/XXXX. The rep told me all the video shows was a man walking out the store! This was my last and I told Chime that numerous times, I am very frustrated as they are treating me as if I took my own money out spent it now trying to get it back. Why would I do that? And go through all of this hassle? Also why would I try to get an addition XXXX out that I knew wasnt there? This makes no sense how they have responded with these so called investigations when Im the one that was doing the investigation. I have easily had over XXXX dollars come through this account and made numerous ATM withdrawals from Various ATM machines and used my debit card at numerous places. I have never ever filed a dispute until now nor have I reported my card lost or stolen before. I am extremely frustrated how Ive been treated as a Chime member and this was my last as Im unemployed and XXXX fighting for XXXX so every penny counts for me. I told them several times Im not going to accept this and go away Im going higher so here I am contacting you all.

Company response to consumer: Closed with explanation