Consumer complaint received 2024-04-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Chime Financial Inc
State: WI

Complaint narrative:
I filed a dispute on XXXX XXXX XXXX via a call to Chime. I informed them I had supporting documents that show my identity had been stolen and they had gained access to not only my chime account but 3 banks, XXXX and XXXX  as well, to which they replied awesome, about 5 minutes after the call ended I received an email link to upload the documents. What the agent failed to inform me of was that the link was only active for 1 hour. To my surprise I woke up the next morning to an email that my claim was denied within hours, and without me having a chance to send my documents.
On XXXX XXXX XXXX  I received another email stating the claim is denied and closed. I immediately started to cry as I still hadnt been given a chance to submit my documents, so I decided to call Chime and see what options there was. The agent on the phone was pleasant and informed me she would reopen the dispute by filing a rebuttal and told me my new claim number. It was in this call that I learned about the 1 hour link, I thanked her and quickly uploaded my documents. This time adding the email from XXXX on XXXX XXXX XXXX in which they confirmed the fraud and wanted to work together to resolve it. I received emails with each picture showing the photos sent. When i woke up on XXXX XXXX XXXX  I was again shocked to find several emails from chime stating unable to deliver. I immediately contacted Chime again via phone to find out what was going on, this time the agent XXXX was much less pleasant, in fact I ended the call in tears as her response to me asking if the photos actually sent was policy says I have to file a rebuttal but it wont matter how many times you file a rebuttal, you cant just get what you want. She then read of number new rebuttal number and then a click as the call ended. I felt like a total inconvenience. Moments later i again received the submission link and I promptly submitted my documents. To my disbelief only 2 hours later I received an email that my claim was again denied. I may not work at a bank but its hard to feel like it was investigated in a mere 2 hours.
After some intense emotions and a nights sleep I decided to try talking to someone just one more time, so i once again called Chime on XXXX XXXX XXXX  this time asking for a supervisor, the supervisor XXXX  was unsure why I kept getting messages that they were unable to deliver my messages but claimed he would open another rebuttal and remained on the phone with me as i used the emailed link to attach the photos to which he confirmed all photos had been received. I was amazed, he even recommended a way to ensure they were received, he had me attach them to an email and directly email them over. I finally thought I had found an agent willing to hear me, but it didnt take long to get the denial email once again. This time the email XXXX XXXX) included a bullet list of items used to decide to deny, but it was a vague list with no screenshots or attachments of the actual items used to investigate, but i found it to be unsettling when 4-5 hours later i again receive the denial letter but this time from XXXX At this point i had contact with a lawyer that was helping me with the report to the FBI who informed me the requirements of regulation E were NOT being met and suggested I request the documents to see if I received them that time. Before I could call to request I received a third denial email, this one from XXXX, who again in a rude tone at the bottom summarized they need to follow company policies so aside from this dispute if i have an issue to let them know. I felt ignored and hurt, but also frustrated and wanted to show i had requested documents, I then replied to Lisas email on XXXX XXXX XXXX requesting the deciding documents.
On XXXX XXXX XXXX I received an email from XXXX  that he would be forwarding the information to disputes, as well as a specialist would be touch shortly to assist me. I again got hopeful that maybe someone would actually look at the documents and see I wasn't the one to make the transactions included in the dispute, but history repeated when less than an hour later came the dreaded denial email XXXX XXXX  with another bullet list of the items used to decide denial, only this list was different then the list previously provided and only contained the documents I had submitted myself. I finally decided it shouldnt be this hard and that i would start working on moving things over to another bank and close down chime.
Out of the blue on XXXX XXXX XXXX i received an email from Chime thanking me for sending the documents in and a new rebuttal was filed and would be escalated and i was approved for a provisional credit, in which i had never received. It was a happy moment and i was really hoping this time would be different, however i had still not received any of the documents used to come up with the decision to deny any of the disputes.
By the time evening of XXXX XXXX XXXX had rolled around my excitement was quickly gone when I received the email stating again that the dispute was denied. I then called Chime again to find out why I never received the documents requested XXXX XXXX XXXX  the agent on the phone ( i asked for the name and spelling but was told doesnt matter what did you need help with today) when i explained the situation and asked about the documents the agent loudly sighed and stated  sounds like you created a mess, im transferring it to disputes hold on After 12 minutes on hold XXXX picked up and I again explained. She explained she wasnt sure but that i would get them by the end of the day and Also requested that I receive a copy of the documents used in rebuttal 4. She then offered to open a 5th rebuttal, I responded that Id like to have an attorney review the documents beforehand. Now was the waiting game for documents.
After waiting and waiting on XXXX XXXX XXXX I decided to contact Chime another time, this time waiting on hold for 35 minutes waiting for the agent XXXX to answer. After explaining that i was waiting on documents for the dispute the line got oddly quiet and moments later the dreaded click. I then decided it was time to reconnect with the assisting lawyer to get a sense of direction. He explained to me that in many ways Regulation E was not being followed so i did some research and on XXXX XXXX XXXX i contacted XXXX  since they are connected to chime, i received no response, however i received an email from Chime which had a link to follow to be able to see the documents used in the dispute decision, which would seem as though they were contacted by XXXX, however onve i accessed the documents i was surprised to find the only documents used, and attached to this link was still the ones i submitted myself showing i was not the ones to make the transaction, I again emailed XXXX on XXXX XXXX which is where it has sat as i cannot get either Chime or XXXX to respond or communicate with me in regards to this dispute.

Company response to consumer: Closed with explanation