Consumer complaint received 2023-03-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc (VA)

Complaint:
I sent this letter to CHIME about a transaction that took place on XX/XX/XXXX that was done according to their bank investigators by ATM card at a XXXX XXXX bank ATM. I looked up the XXXX XXXX location on XXXX XXXX and I'v never been to that branch. 
When the activity took place I had my ATM card in my possession and responded to the alert that I received from CHIME immediately by speaking to an agent telephonically. After my conversation with the CHIME agent I was informed that they would initiate an investigation, again this was on XX/XX/XXXX. Between XX/XX/XXXX and XXXX CHIME conducted two investigations, the second one at my request, and they denied my claim both times stating that, " 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 ''. Well I'm sure that the fraudulant activity was done and whoever did it is obviously good at their trade but I assured them it wasn't me! Additonally at the same time that the ATM theft was done my XXXX accounting manager had contacted me and said someone unknown had emailed her and tried to redirect my direct deposit from CHIME to another account but since she didn't recognize the email address she notified me instead of making the change. I informed CHIME of this and provided them with the documentation from my accounting manager and they still denied my claim! In closing as a consumer and client of any banking institution we expect any funds intrusted to them will be handled in a safe secure manner and should any loses inccured due to their negligence or inadequate security measures be reimbursed immediately. I am adding supporting docmentation I provided to CHIME with my dispute for your review. Thank you for you assistancein this matter. 

This is the email sent to my Direcor of Finance : Hi XXXX, I wanted to give you a heads up that I received what I believe is a fraudulent email from someone pretending to be you attempting to get me to update your payroll direct deposit banking information. I have ignored the request and blocked the address, but I though you should be aware. 
The email is identifying with your name as the contact, but the address itself is clearly not you : XXXX XXXX | XXXX XXXX. XXXX of XXXX XXXX XXXX | XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Washington D.C. XXXX Direct : XXXX @ XXXX | @ XXXX Member of XXXX XXXX XXXX XXXX XXXX # XXXX in XXXX by XXXX XXXX XXXX XXXX World Best Awards XXXX Gold Ranking by XXXX XXXX XXXX XXXX XXXX Best Hotels This is my letter to CHIME ; Good morning team CHIME, I am contacting you today concerning my account, XXXX XXXX acct. # XXXX. I recently submitted a dispute # XXXX that shows a withdrawal of {$500.00} from I assume an ATM by method of CNP or card not present, that I didnt make or authorize. I reported this illegal transaction immediately, less than an hour, by phoning and speaking with a Chime agent. Therefore, I am perplexed as to why I am not being re-imbursed my funds for a fraudulent withdrawal for which I didnt authorize, being that I had my only ATM card with me, and I do not share my PIN with anyone? I am also attaching an email from my Area asst. Director of Finance that shows an attempt to defraud me of my paycheck using the ATO, Account Take Over, method at the same time of the fraudulent card activity. Fortunately, she caught this! I commend your team on their expertise at recognizing and preventing any further financial hardship to me because of this fraudulent activity but, with the additional mitigating and extenuating information provided to show there was an all-out cyber-attack on my account I am imploring you to reconsider your decision to prevent me from contacting my legal aide to litigate this matter. 


XXXX XXXX XXXX | XXXX of XXXX XXXX XXXX XXXX Washington D.C. 
XXXX XXXX XXXX, Washington D.C. XXXX Hotel : XXXX XXXX @ XXXX | @ XXXX Member of XXXX XXXX XXXX XXXX XXXX # XXXX in XXXX by Travel + Leisures XXXX World Best Awards XXXX Gold Ranking by XXXX XXXX XXXX XXXX XXXX  Best Hotels

Company response to consumer: Closed with monetary relief