Consumer complaint received 2023-10-17
Company: Chime Financial Inc
State: MO
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:
I was doing online banking on top of the couple local XXXXXXXX XXXX for a couple of years, but primarily all of my income had been going into chime because they deposited my check 2 days earlier. 
On XXXX XXXX XXXX XXXX XXXX XXXX I received a text message from chime to my - number that my phone number on my chime account had been updated to XXXX XXXX XXXX XXXXXXXX to contact chime member services if this was not me at ( XXXX XXXX XXXX 
I immediately logged into the account and noticed that yes my number was wrong and contacted Chime. The only other number I access my Chime bank account from which is. 
They advised me that everything is fine, and my money is safe and we rescued my account. After talking with 4 different Reps on the phone i got frustrated and hung up. From that point i started the search for a alternative bank and found XXXX XXXX to be an option, as I'm already a discover credit card holder i opened an account with transferring the immediate maximum it would allow of {$500.00} to discover and was anticipating a new card to arrive on XX/XX/XXXX via USPS. 
On XXXX XXXX XXXX XXXX XXXX XXXX I received another text message from chime to my number that my phone number on my chime account had been updated to ( XXXX ) XXXX to contact chime member services if this was not me at ( XXXX ) XXXX. I had not noticed this message immediately however because i was getting ready for work. 
i attempted to logged in around XXXX XXXX  and noticed it wouldn't work so i reset my access by a text code at XXXX XXXX  and received a short code to gain access. Once into the account i noticed that money was taken from my account, so i hit the chat option and hit call me after i corrected my number again, and at XXXX XXXX the conversation started with them and lasted 59 min 7sec long. 
During that call i was so Distraught and was extremely in panic, watching powerlessly as Chime stated they are working to regain the security of my account and was repeatedly assured everything would be ok. Finding out i was a victim of someone using my Virtual Debit card info that can be accessed only while in my chime app. 
Transactions from that day are as followed : Debit card ending in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX i processed out of panic a transfer from my checking to my Chime savings a transfer of all my money from checking left which was {$580.00} XXXX XXXX XXXX Someone transferred back + {$940.00} from my savings which was all the money i had in the savings at the time XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  After 8 unauthorized transactions and 1 Transfer from my savings account to my checking account it left me with missing {$2000.00} in transactions Chime stated that while the transactions are pending they couldn't do anything about them and that when the transactions fall off and if they didn't hard post that i could dispute them. 
On XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At that point now my loss is only at {$1400.00} On XX/XX/XXXX I filled a dispute with CHIME for the transactions because they all were no longer pending Dispute XXXX XXXX XXXX XXXX XXXX spoke with Chime for 12 min 26 sec & 21:05 for another 42 mins 19 seconds On XXXX  They Denied all the disputes except for the two that were approved because they were already reversed. 
XXXX XXXX XXXX I received an email from Chime support to my XXXX It in summary states that they have made a final determination regarding the claim referenced. 

their systems in addition to information provided during the claim filing process, that they concluded no error occurred. therefore, no funds will be credited to my account and this claim is considered closed @ XXXX XXXX I spoke with Chime for 1 hr. 19 mins 24 sec immediately asking for the dispute department and to speak to a supervisor whom was unable to see a reason as to why the dispute was closed out. The outcome of that conversation was that they re launched the closed dispute and i also uploaded 30+ images to them from all the emails, text, transactions info to them included in that i supplied them with both my XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX screenshots to aid them in their research to find out who, what, when, where and why my money came up taken. 
@ XXXX XXXX  the supervisor sent me a link to upload anything in reference to the theft of the money, which is when i submitted the above mentioned screenshots. 
@ XXXX XXXX I received a confirmation email in regarding the above mentioned claim number # XXXX ( modified Claim number ) is in progress and we are working to resolve my case as quickly as possible stating that they shall make a decision by XX/XX/XXXX or before that they would notify me by email as soon as the investigation is completed. I was eligible for a temporary credit that i would receive it by XXXX XXXX XXXX XXXX i received a email from Chime. It in summary states that they have made a final determination regarding the claim referenced. After review of their systems in addition to information provided during the claim filing process, that they concluded no error occurred. therefore, no funds will be credited to my account and this claim is considered closed. 
As of XX/XX/XXXX I spoke with them and asked them to reopen case yet again, this time uploaded the FBI complaint! 
Case XXXX As of yesterday XX/XX/XXXX I received another email declining my claim, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Hello, This letter is to inform you that we have made a final determination regarding the claim referenced above. As part of our investigation, a review of our systems was performed in addition to information provided during the claim filing process. As applicable, we coordinate with other financial institutions, merchants, and networks as part of the claim review. 

Based on our investigation, we have concluded no error occurred. Therefore, no funds will be credited to your account and this claim is considered closed. 

You may request a copy of the documents we used in determining the final outcome of the investigation. If you have any additional questions or need further assistance, feel free to contact us at any time.

Thanks, Chime Disputes Team

Company response to consumer: Closed with explanation