Consumer complaint received 2022-07-21
Company: Chime Financial Inc
State: FL
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 XX/XX/XXXX around XXXX XXXX  I got a notification sent to my phone stating that there was a charge made in XXXX that had put me way over my overdraft limit. The charge with me to a gas station in XXXX Florida about five hours away from where I was in the amount of {$140.00}. This is not only over my overdraft limit its {$20.00} over what they cover which means the shouldnt have even approved the charge in the first place. This is unusual because even there agreements have stated that you can not make a charge over the amount of their spot me limit which is there a equivalent of an overdraft protection. I immediately called the bank to report the information as a fraudulent charge. Even though I was calling them at the exact time of the purchases being made they told me I still had to wait until the charge was no longer pending. I asked them to please make a documentation that I was sitting at work in XXXX and waiting for them to respond about the fraudulent charge. They assured me that they documented that was what happened and to call them back when the charge cleared. I then at their prompt did my own personal research and found the store in which the charge was made I found that it was a gas station near a XXXX and filed a report with the XXXX Police Department in that area. When the charge finally cleared I sent in the report. In less than an hour they responded saying that they were not gon na go through with my dispute. I asked them what other information they needed and it was mentioned that I could probably provide documentation about me being at work. I provided proof that I was at work at the time of purchase and a picture of a map showing how far away the actual charge was made. After this I got another response saying that there was still not enough information to show that I did not make this purchase. I re-filed a police report with the police department in my area at the request of the other police department. I resent the information to them and the documentation showing that I was at work at the time of the purchase. When I made a call and they also stated that I still dont have enough information I started doing more research on my own I looked at the past police reports Ive made in regards to the situation and found that the same charge that happened to me two months ago happen at the exact same gas station. The last time this happened I asked chime to flag that store as fraudulent. These charges do not fit my pattern of spending as its at a gas station in XXXX in a completely different town for an amount close to {$150.00} I only make purchases of up to {$40.00} in gas and I have made the same purchase of gas pretty much every week for the last year that I have been a client with chime. Chime is aware of the situation and still continues to not do anything about it despite multiple attempts on my end of trying to get them to stop someone from using my card at that station. Theyve gone so far as to send me another card acknowledging that I needed a new card due to a fraudulent activity but will still not except that the charges were not made by me. This is honestly set me back behind all my bills including my groceries that I need to feed my children. I have articulated this multiple times and tearfully requested that they please assist me with my with this charge. I have all the documents I sent them and the conversations that where through e-mail and chat. I have proof of employment and schedule at the time of the event. All of this has been sent to chime for investigation. Despite my items they will still not tell me why I am still being rejected for my dispute claim they keep saying that theyre going to send me the information but even though they communicate through email they will not send me the information or talk to me on the phone about it they put excuses saying that the investigations department has no phone number to reach them at and state that they will have to put in a request to send me the information through the mail.

Company response to consumer: Closed with explanation