Consumer complaint received 2021-02-09 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: Chime Financial Inc
State: ID

Complaint narrative:
On XX/XX/21 while in an emergency XXXX- I received email notification from Chime that a XXXX  XXXX XXXX XXXX account had been linked to my Chime account, a transfer of {$15000.00} from my saving to my spending had been completed, the phone number linked to my account had been changed, my password, had been changed. None of these actions were done by me. {$10000.00} was transferred to the XXXX XXXX XXXX account that my perpetrator had linked. {$2000.00} was transferred to a " XXXX XXXX ''. By the time I was out of XXXX and was able to read my emails and recognize the blatant fraud, it was XXXX XXXX  central time. I was unable to access my account because of the password change and the phone number change. Any requests to change my password went to the perpetrators phone number. I got on the phone to Chime 's customer service and spent 1 hour on hold. At this point it was XXXX CST, and their phone lines close. 

On XX/XX/21, the perpetrator spent {$2400.00} at XXXX XXXX XXXX XXXX XXXX XXXX. I called the next morning at XXXX XXXX central time, and spent a total of 4 hours on the phone. During my phone call, another transfer from my savings to my spending was initiated! I immediately asked them to freeze my account as the perpetrator was currently active while we were on the phone and the representative said he could not. The ONLY recourse I had to stop more money being stolen from me was to close my account and have the balance sent to me in check form. This was after multiple attempts to have them change my account phone number for me, so that I could log on. They could not do this. Then I was transferred to their disputes department where I described in detail all of the fraudulent transactions. I was then told that I would receive confirmation of my dispute claims via email within 48 hours. 

XXXX I call Chime because I have not received verification that my claims had been filed, and I am told- no claims had been filed. The person I spoke to on XXXX had given me completely wrong information. I was then sent the forms for a " customer affadavit of erroneous transfer '' and a " customer statement of a disputed transaction ''. I fill them out for the {$2000.00} transfer to XXXX XXXX, the {$10000.00} transfer to the XXXX XXXX XXXX XXXX, and one for the disputed transation of {$2400.00} for the online purchase. 

XXXX I call Chime again because I have not received the appropriate verification. And this new person tells me that the bank transfer to XXXX XXXX XXXX actually requires a totally different form. An Affadavit of unauthorized ACH. I fill one out immediately and send it via email on XX/XX/21. 

I receive emails that my erroneous transfer to XXXX XXXX has been fully investigated and found in my favor and that the money will be returned to me. I also receive an email that the investication of the charge for {$2400.00} has not been finalized yet, but they are issuing me a provisional credit pending the full invesigation. I receive notification on XX/XX/21 that the investigation has found that NO ERROR has been made and that No funds will be credited to my account. 

XXXX I call today and the only thing their dispute department can tell me is that I can request the documents used in my investigation can be sent via email in 10 business days for my review. I can not speak to anyone in the investigation department. 

I can not see how this pattern of suspicious behavior- changing all account login information, linking new bank accounts, and rapidly transferring money from savings tp spending and then to outside accounts was not recognized. Firstly, how was it not recognized as it was happening and why was my account not frozen at that time. Second how was this pattern of behavior not recognized to return my hard earned money to me which was stolen. A fraudulent transfer from the same day was found in my favor, but not this one? Another major issue is the misinformation, and lack of knowledge that their customer service team has. I had to call back REPEATEDLY to finally get the right information on how to handle this problem. Finally the MOST concerning problem is severe lack of security. I had only had the account for a few months, NEVER transferred any money OUT of my savings account before, and NEVER given my login information to anyone. 

I may never get {$10000.00} of my hard-earned money back due to the negligence of this company.

Company response to consumer: Closed with explanation