Consumer complaint received 2023-12-29
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc (OR)

On XX/XX/XXXX AROUND XXXX I wrote into Chime customer service using the live chat function on the app in order to dispute a handful of charges I had just noticed on my account that were made without my knowledge or permission. 
At that time, the live agent provided a claim ID of XXXX and told me that I would hear back within 20 days about a provisional credit, but that an investigation could take up to 90 calendar days. 
I had provided the agent with all of the information they asked for they asked me a long string of questions about the transactions and my knowledge of what happened and before the chat ended I asked them if there was anything else I needed to submit or that would help support my claim and they said no and that someone would reach out if there was anything needed. 
Less than 24 hours later literally not even XXXX hours, definitely not long enough for anything to truly have been investigated in ANY way shape or form all of my disputes were closed. I was not given any reason for this, I was not given any documentation as to what investigation occurred on the matter, and I wasnt contacted in any way to have the opportunity to provide further information or documentation to support these claims. 
I immediately wrote in after getting the email that my disputes had been closed, at XXXX on XXXX again, not even 24 hours, this investigation was a joke on Chimes part! and I asked what I need to do to have my claims reopened, because clearly no real investigation had taken place, and these charges ARE FRAUDULENT and need to be properly disputed and reversed. 
At that time the representative continued to repeat the same canned information, sending me a link to submit documentation, but not telling me WHAT document was needed how am I supposed to guess that myself? 
After I continued asking, over and over, what kind of documentation I could submit to help this process, the agent asked me if I had filed a police report. 
I told them that I had not, because I wasnt aware that I needed to, and had the initial agent who opened my claims asked me for one/told me to do it, I would have. 
I have now filed a police report with the XXXX XXXX Police Department, and it has been approved. I have attached that police report document alongside this letter and other documentation. 
I continued to ask the agent what I could send in as supporting documentation, and he said the following : Quote, You can send a police report or you can send any information showing you did not make this charges. ( So I have attached a police report, which was properly submitted to the local police. ) I asked him how exactly I was supposed to show that I didnt make these charges, because its pretty impossible to have actual documentation on something like this when your card was lost/stolen and you have no idea what happened to it, and he said, If your currently working that time you can send a copy of your Timesheet. Insinuating that documentation showing I was physically somewhere other than where the charges were made at the time of the charges could be used as supporting documentation. 
As such, I have included XXXX After Visit Summary documents from XXXX XXXX my dental and medical healthcare providers showing that I was physically in Oregon at various appointments during the time of some of the fraudulent charges. 
I am permanently, XXXX XXXX XXXX and I do not work a standard job. I do gig work through a local startup a company that only exists in XXXX, Oregon, where I live and where I physically was during all of the charges I am disputing and as such I do not get a traditional timesheet from this gig work. However, I can print out my task history from this gig work site, showing that I did physical pick ups/drop offs/shipments of items during the times of the fraudulent charges if that will help support my claim. 
I Googled the Chime dispute process and some PDF form titled Customer Statement of Disputed Transaction came up in the XXXX results, but I do not see a version of it for download from the official Chime website, so Im not sure if its an official form or not. I did fill out the form I found on XXXX that claims its Chimes official Customer Statement of Disputed Transaction and have attached that, but because I didnt download it from Chimes official website, if there is a different version/document that IS official that I need to fill out, I will do so. 
I was told by your customer service agents that I would be provided with the documentation used to close my disputes so I can provide a rebuttal to those findings however, Chime NEVER DID THAT. I havent received ANY documentation from Chime about my disputes, NOTHING. NO INVESTIGATION HAPPENED. 
I have never dealt with a situation like this before and this is a TON of money to have stolen from me with absolutely no fault of my own, and I am terrified I need my money back NOW, and the fact that Chime so carelessly closed my VERY VALID AND REAL disputes with less than XXXX hours of investigating is horrible, unprofessional, and will not be tolerated. 
If I need to pursue an XXXX XXXX XXXX claim I absolutely will, I will not sit by and let Chime disregard me and steal from me like this. 

Please reopen these claims immediately, provide the provisional credit I was promised, and PROPERLY investigate these fraudulent charges! I did not make a single XXXX of these purchases and I am so frustrated that my card was stolen from me and ran up charges that appear to have occurred literally on the opposite side of the country from me, and Chime has done nothing to help me nor protect me! 
If there is ANY other documentation of LITERALLY ANY KIND I can submit to help in this process please let me know immediately and I will provide you with anything possible. 
Thank you for your time, XXXX XXXX Transaction list : XXXX XXXX XXXX XXXX XXXX {$130.00} XX/XX/XXXX - XXXX XXXX XXXX  - {$10.00XXXX XXXX XXXX XXXX XXXX XXXX XXXX - {$30.00} XXXX XXXX XXXX XXXX XXXX XXXX - {$12.00} XXXX XXXX XXXX XXXX XXXX XXXX {$89.00} XXXX XXXX XXXX XXXX XXXX XXXX  {$12.00} XX/XX/XXXX - XXXX XXXX XXXX XXXX {$120.00} XXXX XXXX XXXX XXXX XXXX XXXX {$12.00} XXXX XXXX XXXX XXXX XXXX XXXX {$43.00} XXXX XXXX XXXX XXXX XXXX XXXX {$77.00} XXXX XXXX XXXX XXXX XXXX XXXX {$70.00} XXXX XXXX XXXX XXXX XXXX XXXX - {$160.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$190.00} XXXX XXXX XXXX XXXX - {$4.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  {$48.00} XXXX XXXX XXXX XXXX XXXX XXXX {$19.00} XXXX XXXX XXXX XXXX XXXX  XXXX {$19.00} XXXX XXXX XXXX XXXX XXXX XXXX {$23.00} XXXX XXXX XXXX XXXX XXXX XXXX  XXXX {$220.00XXXX XXXX XXXX XXXX XXXX XXXX  - {$120.00} XXXX XXXX XXXX XXXX XXXX {$42.00} XX/XX/XXXX - XXXX - {$14.00} XX/XX/XXXX - XXXX XXXX XXXX XXXXXXXX - {$12.00} XXXX XXXX XXXX XXXX XXXX  XXXX {$28.00} XXXX XXXX XXXX XXXX XXXX  XXXX {$22.00} XXXX XXXX XXXX XXXX XXXX  XXXX {$7.00XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$100.00} XXXX XXXX XXXX XXXX XXXX XXXX {$100.00}