Consumer complaint received 2023-10-20
Company: Chime Financial Inc
State: AZ
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:
On or around XX/XX/XXXX, I noticed four transactions on my CHime checking account for {$25.00} that I was shocked to see because I did not make any transactions that were anywhere near those amounts or to XXXX on that date. These charges were pending in my account, but I could see who the transactions came from. They were all from the XXXX XXXX and provided a phone number. I tried to call, but the number was not working. I contacted Chime immediately and explained I did not make the transactions. The response was that the charges were still pending. I had to wait for the charges to go through before I could file the problem and request my money back. I did get the refund claim filed, and on XX/XX/XXXX, I received an email from Chime saying that based on their investigations, we have concluded no error occurred ; therefore, no funds will be credited to my account, and the claim is considered closed. 
I responded the same day, asking for the documentation because I disagreed with their findings, and filed an appeal. Then, on the XXXX, I received an email " wondering if you've had a chance to review the latest update from our team. If they don't hear back within XXXX hours, they will consider the claim resolved the ticket. '' I responded that same day. Then, on the XXXX, I got an automatic email response saying they got my request regarding me asking for the paperwork on their decision and wanting to file an appeal. On XX/XX/XXXX, I got an email with another response saying they made a final determination on the claim and again claimed there was no error. I am still waiting to receive documentation about their decision, only the second rejection of my claim. I sent another email asking for the documentation and explained I disagreed with their decision. This email was sent on XX/XX/XXXX. On XX/XX/XXXX, I got an email from Chime saying the documentation I requested had not been provided and the team should get them to me within ten days, no later than XX/XX/XXXX, which was the day I got the email, so I think that was a mistyped date. On XX/XX/XXXX, they sent an email saying as per my request dated XX/XX/XXXX, they were providing documents regarding my claim and provided a link to the papers. I attached the documentation I got from Chime, which was just a detailed account summary of my transactions, and how this made any connection to their decision made no sense to me. 
During this time, I was going back and forth with XXXX, trying to get them to refund my money. I also got many different stories from them, but I included my conversations with them in the attachments. They provided me with a reference number I needed to give to Chime to get the money back. I offered this to Chime and still need to get my money back. I am so frustrated with Chime. I have never had any issues with them, so I was disappointed with them and this terrible process. I have never had charges that I did not make end up with this kind of conclusion ; this is why we have bank accounts to protect us from letting people take our money without our permission. I did not make any of the four {$25.00} transactions to XXXX and got a hold of Chime while they were pending in my account, and the fact they refused to refund this money is unbelievable to me. I want my {$100.00} back, and I will be satisfied. If they let people get away with taking money that is not theirs and then making the victims pay for it, they win, and it is unfair and illegal ; they should not get away with this. I should not be paying for a transaction I did not make or authorize.

Company response to consumer: Closed with monetary relief