Consumer complaint received 2023-03-24
Company: Chime Financial Inc
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2023, while on my way to work, I received a call from a Chime representative stating there was fraudulent activity noted on my Chime credit builder card. They stated they froze my card, would send me a new card and while they had me on the phone, beef up security to my account/card. I was sent a text message with a 6-digit  code and when I received it, to let the representative know so that I could repeat the code to them. This code was to verify who I am without having to give out any personal info. While all of this was going on, I had clocked in at work ( by fingerprint only ) where I am an XXXX  in a XXXX facility. Just as an fyi, I am the only XXXX  on the skilled hallway that I am assigned, from XXXX. I kept being placed on hold and every time she would come back on the phone she thanked me for being patient. After an extended time of being on hold, and I was at the time where I needed to star XXXX XXXX XXXX XXXX XXXX, I went to check my app on my cell phone and realized that I had been logged out of my app. I called Chime from the phone at work to reset my log in info and when I logged back into my app, that is when I realized that all my money ( except {$.00} ) had been taken from my card/account while I was on hold. I was able to check the transactions on my app and while I was on hold and at work my card was used as such : at XXXX {$760.00} was spent at XXXX in XXXX, Tx , at XXXX {$170.00} was spent at XXXX  in XXXX, Tx and XXXX XXXX XXXX  {$36.00} was spent at XXXX in XXXX, Tx. All of these places are approximately XXXX minutes from where I live/work. I filed a police report with XXXX Police Dept. that very same night. I spoke with the manager at XXXX and XXXX the next day and they flagged the transactions and video for the detective who took over from the officer I filed the police report with. When the detective went to XXXX and XXXX and viewed the video, it was determined that all 3 transactions were done by a heavyset XXXX manand I am a XXXX old white woman. All of this has been turned into Chime repeatedly and each time they determined there was NO fraudulent activity seen. The detective has even determined it was a case of identity theft. When I requested documentation on their determination, I received an email with a statement from a XXXX at XXXX stating the cardholder was in the facility and made the purchase of {$170.00}. I called XXXX after reading said email and spoke with XXXX ( who is the store manager and has been for just over 3 years ) and she stated that there is not now nor has there been anyone working there by that name in the 3+ years she has been the manager there. Plus, since this purchase was done at a self-checkout they would not check ID to determine whether or not it was the cardholder. And to top it off, they need to follow a certain procedure and she would have been the one spoken to. I have forwarded to Chime the police report, the letter from Detective XXXX stating it was identity theft and the pics of the XXXX man who made the transactions, a copy of my photo ID with my full name visible, my log in info from work and the phone number/name associated with the call from the Chime representative that night. Chime keeps determining there was no fraud committed when I have sent all proof that it was not me.

Company response to consumer: Closed with monetary relief