Consumer complaint received 2022-04-12
Company: Chime Financial Inc
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hello, On XX/XX/2022, my Chime Bank account was compromised. I had gotten off work at XXXX and gone to the gym. I was supposed to meet with friends for dinner that night and was on the phone with her to confirm plans when I logged in to my Chime Bank account to check my funds and I saw that there was a decline notice on my account for a XXXX XXXX ATM withdrawal in the amount of {$400.00}. I told my friend that I was going to have to cancel dinner plans and got off the phone with her and I immediately checked the account more thoroughly to see what was going on and called Chime Bank to report not to authorize those transactions as I was not the one trying to withdraw those funds. I was on hold for over 20 minutes and finally spoke with the original Chime Bank representative by the name of XXXX and told her to stop those transactions as I was not authorizing those funds and that was not me at the location trying to access those funds and was told that they were not a bank but an App and were not able to stop those transactions and that I would have to wait until those transactions cleared and file a dispute. During that time there was actually 4 transactions that took place, 2 transactions in the amount of {$400.00} then 1 decline in the amount of {$400.00} and the final transaction in the amount of {$200.00}. I demanded to speak with a Manager and was transferred to one by the name of XXXX and again was told that they could not stop those transactions because they were an app and not an actual bank and that I would have to wait until the transactions cleared to file a dispute. On XX/XX/2022 I filed the dispute and received notification on XX/XX/2022 that they had denied my dispute. I called them the same day, spoke with XXXX and filed a rebuttal. I emailed them a copy of my time sheet to prove that I was not anywhere near the XXXX location where the funds were withdrawn, my DL for photo for verification that I was not the one at the ATM, XXXX XXXX check in, and phone call log to prove that I was on the phone telling them not push those transactions through. Again I was told that if there was to be a possible credit I would need to wait until XX/XX/XXXX but would be notified by email as to a decision. On XX/XX/XXXX I was sent documentation stating why the original denial was made. The letter stated the denial was due to 1 ) the merchant not being abnormal ( I purchase my medicines at XXXX but only at the location by my home ), 2 ) the location being 15 miles from my home so is it was deemed a possible match ( had never been to this location before and again I only use the location by home for purchase of my medicines, have never done a withdrawal from a XXXX location ), 3 ) the dollar amount of the transaction was not unusual ( again XXXX has only been used for purchase of my medicines never a withdrawal, so yes the dollar amount, transaction location and transaction would be considered unusual for this merchant, 4 ) that no pin compromise was indicated in my comments ( I had no clue how anyone could have gotten funds from an ATM as I have the only card with me ), 5 ) there were no pin changes during the disputed time ( again, I had the only card that was issued with me and I had no clue how funds could be withdrawn without a card ), 6 ) the transactions before the disputed time were all XXXX chip which showed that my card was working properly ( again, I had the only card therefore all the transactions were going to show chip authorized before this happened ), and 7 ) no signs of account takeover hallmarks ( again, there were no issues before this time ). I called chime Bank again and spoke with XXXX and was told that yes it looked like the dispute had been declined again. I asked why and was told that he would request information be sent to me. I asked what other documentation could be submitted and if I needed to file a police report and whether I needed to go to that XXXX pharmacy to obtain video proof that I was not the person at the location. He stated that I would need to submit additional information. I did a XXXX search and got the phone number for that XXXX pharmacy location, I asked to speak with a Manager, she told me that she was a Manager, I asked her name and she stated XXXX. I told her that my bank account had been compromised and that {$1000.00} was taken from my account by someone using this location and needed to see if they had video. She told me that I would need to go to the actual store and speak with Manager, XXXX. I asked if she was there at this time and she stated yes, she was. I drove to the XXXX pharmacy on XXXX XXXX XXXX XXXX, XXXX, TX and asked to speak with XXXX. They directed me to her and I knocked on the door. She opened the door, I asked if she was XXXX and she stated yes. I let her know what was going and asked if they kept video. She stated that yes they did but that I would need to file a police report as they would only release the video footage to them. In talking to XXXX she mentioned that her manager had mentioned to her that she had heard there was a lot of fraud going on with Chime Bank and that is who she banked with. I informed XXXX that whenI called in the dispute I was told that they are not an actual bank but an app and she had a shocked look on her face. I called XXXX XXXX and was told that I would need to file a report in XXXX, Tx as that is where I live but if I needed to file then I could visit the substation on XXXX XXXX XXXX and she transferred my call to XXXX XXXX. I was on the phone with XXXX XXXX and was told that I was informed incorrectly. I went to the Police Department substation as instructed by XXXX XXXX and filed a police report with them for theft. I asked them if they could obtain a copy of the video and the officer stated that he couldnt guarantee it as 9 days had passed but that since I knew the exact location where the funds were taken it was a possibility but that it may take some time and an investigator would be assigned. I called Chime Bank back and spoke with XXXX and asked him to see if there had been any additional cards that had been mailed out. He looked and sated that there was 3 actual cards but to let him explain. He then stated that 1 ) was the original card ( which was compromised ), 2 ) the temporary virtual card and 3 ) actual replacement card ( I have received and not activated ). I asked him that if I had the only original card sent how could someone withdraw funds from an ATM without a card and he stated that they do have some ATMs that you dont have to have an actual card to withdraw funds from. I informed him that I wanted documentation from the investigation as to how those funds were taken without a card. He stated that he would request information to be sent. I can email the information that was sent to Chime Bank to the appropriate person but prefer that information not be published as one of the documents was my drivers license and the other my place of employment information.

Company response to consumer: Closed with explanation