Consumer complaint received 2025-11-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: VA

Complaint narrative:
I was having problems before I realize that there have been transactions on my debit card from my checking account from chime XXXX banking website. I noticed some transactions that were taken out of my checking account and they kept telling me that it was from my device My phone number in other words they use my phone number as my identity check to make sure it was me. Long story short in XX/XX/XXXX I was incarcerated in XXXX XXXX XXXX did not bond out until XX/XX/XXXX. I noticed there was loans from the time on my statements they were garnishing it out of my direct deposit that I get from XXXX every month. I brought it to their attention and disputed quite a few of them also spot me they have they were overcharging me as well paying it back each month when I get out my XXXX text direct deposit in there they would not do anything cuz they kept saying it was from my device come to find out somebody which I'm pretty sure I know who the person is and still is doing it but still yet XXXX XXXX is he had forwarded my phone calls and my messages to another device which they hacked my phone to a laptop smart mirrored or they call it Smart viewed I tried to tell chime receptionist what had happened they still would not refund my money or help me in any kind of manner to stop them from stealing my money out of my checking account it made my bills behind I had to pay extra interest fees because they were behind they restricted the account but I was the only XXXX not allowed in my account The person that was in my account using my identity and had their device with the app of mine on theirs acting as if they were me I called chime again about this issue and disputed more but they kept deny me and said that it was from my device. So I'm restricted out of my account the app but they were still loud and was still getting transactions on my card no matter what I changed my password my email I kept getting a new debit card as well and the old XXXX canceled I did that about XXXX XXXX times and it still did not help they were new that there was somebody else in my account that did not have my approval so I asked him about changing my account number because obviously the changing the debit cards canceling XXXX getting a new one was not helping they have my routing number and my account number so they can still get into the app and and into my account. Chime mobile banking would not steal refund my money none of them at all or the loans or the spot me or the money that was taken off my credit builder account as well. So this was going on until probably until about XXXX XX/XX/XXXX but they told me they could not change my account number because it was against chimes policies. And it still continued until I finally went to another mobile banking and I have been with chime for at least XXXX or XXXX years. I did turn it into the XXXX in XXXX Virginia He's got my statements he was supposed to go back and check the account the the videos at the stores where the cards were used I have tried to contact the XXXX XXXX or XXXX times to tell them what I found out about the person that was doing my account that was into my account but that's another issue but they do have it on file that I had disputed it All those transactions loans and credit builder card with money was taken off of my account even in my savings account and I still have money in the savings account because they would not allow me transfer it to my checking account or take the money out it's still in there as of today. But chime knew there was fraud happening and they were still continuing letting them get loans spot mees and on my credit builder and in my savings account so I should have a lot of money on my credit builder card and in my savings account building interest and still yet I have nothing except a little bit I think {$82.00} is the last time they told me anything and that was back in XX/XX/XXXX which should have been way more than {$82.00} in my savings as well is it should have been over $ XXXX {$300.00} to {$400.00} on my credit builder account because I was incarcerated 3 months and then still did not use that card after I was released on Bond in XXXX it still should have had a lot more money cuz I was putting {$150.00} to {$200.00} a month in that account on my credit builder account. We should have been at least {$400.00} and I told them that they still would not do nothing about it So I lost quite a bit of money I've turned it into the XXXX and still yet nothing has been done to where kind of find out my boyfriend now ex-boyfriend has done all of it since I was incarcerated actually before I was incarcerated him and a girl name XXXX rakes XXXX XXXX and a couple more other people that broken into my home while I'm incarcerated and stole my social security card stolen my birth certificate and stolen my picture ID now chime wants to verify my identity but now I'm having a hard time getting my ID because of the fact that my place was broken into and they stole my identities and they were using it on my chime account as if they were me they used it at XXXX they used it at XXXX 's in XXXX they used it at XXXX in XXXX Virginia All these are local places and the investigators still could not do his job as well I had to find out where the card was used there's a XXXX in XXXX that the card was used which the receipt was in my ex-boyfriend 's bag that he had left in my home when I told him to get out and don't ever come back again I found those receipts in his bags. I told the XXXX I've called him XXXX or XXXX times left messages and everything and he still has not returned my calls nor will he tell me what has happened with investigation of somebody acting as if they were me in my checking account where I get my direct deposit from the XXXX for my XXXX checks. But I finally had to just change mobile bankings The time would not change my account number would not even close the account and let me move the money out or close the account and reopen the account and so I could get another routing or at least account number for the checking account and for the credit builders and for my savings account and I don't know what to do and I've lost at least XXXX {$3000.00} because he was stealing my money and getting loans and they would not reimburse me or refund me my dispute they will just write out rude with me and they have recordings of it all and every time I had to call I was on that phone with them XXXX to XXXX hours every time to where I was so tired of calling them because I knew it's going to be XXXX or XXXX hours each time I have to do that dispute the transactions or the loans or the credit builder or my savings account which it should be way up there in the mounts and they were not they're almost XXXX of the accounts the credit builder and the checking account there's {$0.00} The savings account is supposedly has {$82.00} back in XXXX or XX/XX/XXXX and it should have built interest and it should have more than that from the XXXX from XX/XX/XXXX till XX/XX/XXXX and I approved to them that it was not my transactions or my sayings that I got those loans but I paid every XXXX of them back cuz they would take it out of my check every time it was direct deposited into there they would take them out that was agreed monthly of course they did because it wasn't the right person it wasn't the correct owner of that account and that would be me. They wouldn't even ask me my security questions or anything to identify me as the original the owner not the fake fraudulent person that was doing it but they had no problem of letting them get the loans or take money out of my account but they gave me problems of not getting my money and wouldn't even let me close the account even.

Company response to consumer: Closed with explanation