Consumer complaint received 2024-01-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Chime Financial Inc
State: MD

Complaint narrative:
On XX/XX/23, I contacted Chime Bank when I realized I lost my debit card and saw unauthorized transactions on my account. I gave my verbal dispute to a representative per the representative 's instructions. I was never advised that I could have submitted the dispute myself via email. I was advised that nothing else was needed from me. I was sent an automatically generated email that stated I could check the status of the dispute on the Chime XXXX 

On XX/XX/23, I contacted Chime bank again because there was no option to check the dispute on my app which is what I was advised in a previous email, I also asked the representative that day if a police report would be needed so that I could file XXXX and was advised no it was not needed. 

On XX/XX/23, I received an email from Chime stating that " Based on their investigation, they have concluded no error has occurred ''. I immediately called Chime and got the run around. I called Chime XXXX different times on XX/XX/23 and spoke to XXXX different supervisors. All calls are recorded so I hope they are pulled and listened to. At about XXXX XXXX on XX/XX/23, I spoke to a representative ( did not document her name ), who advised that she would file a rebuttal. I also requested for copies of the documents used to determine the outcome of investigation so that I could file a police report, and was upset that I was previously advised that a police report was not needed. The representative stated I would receive documentation in XXXX business days, which I found to be unacceptable and unreasonable so I requested to speak to a supervisor. I was then transferred to supervisor XXXX who stated he could submit an escalation ticket to the dispute team to request documentation be sent sooner, however, I had to get off the phone in order for ticket to be able to be submitted. I got off the call then called Chime right back and spoke to XXXX  XXXX. I requested a supervisor immediately and was transferred to supervisor XXXX. XXXX confirmed that the previous XXXX was correct because Chime 's system does not allow tickets the ability to be submitted while a customer is on the phone, it was also confirmed that a rebuttal was never submitted so it was not getting submitted on the second call. XXXX explained that I would need to submit documentation as well, I advised XXXX that I was initially advised by a Chime representative that a police report was not needed and to file one now I needed the documentation that Chime used in their investigation. I also advised XXXX that I did complete an Internet Crime Complaint ( XXXX ) and would submit that for the time being. XXXX advised how to submit via cloud link which was the fastest way and I submitted at XXXX and received a confirmation email. At XXXX I received another email from Chime stating once again " Based on their investigation, they have concluded no error has occurred ''. I called Chime again at XXXX and spoke to representative XXXX XXXX Once again, I immediately requested to speak to a supervisor and I was transferred to XXXX XXXXXXXX. XXXX was the least helpful and did not even attempt to disguise his tone which further implied his disinterest. I asked XXXX how a determination was made so quickly and especially since it should have been noted that a police report would be filed and sent as well for the XXXX XXXX stated that a determination was made without the dispute team even looking at the documentation that I uploaded. XXXX stated he would submit another rebuttal. I asked XXXX to read to me what he wrote since essentially Chime employees are writing the information that gets submitted in the disputes/rebuttals and would like it to be in my words. XXXX did not read to me verbatim what he submitted on my behalf. I called Chime back at XXXX and spoke to representative XXXX. I asked XXXX to confirm that a second rebuttal was submitted because I did not receive an automated-generated email confirming that it was like I received before and there was no update on Chime XXXX XXXXXXXX confirmed it was. 

On XX/XX/23 I received the requested documentation that Chime used to determine the outcome of their investigation. The document received, which will also be attached, were the dispute intake form, a copy of my Internet XXXX  Complaint ( XXXX ) that I submitted, and what appears to be a shipping invoice from XXXX of the charges that was being disputed. None of these documents are in alignment with Regulation XXXX and proves that Chime did not do their due diligence with investigating my dispute. The dispute intake form was answers to questions written in the Chime 's representative 's words and not the customers. That is highly unethical of Chime to state they use a document written by their employees to determine an outcome to an investigation. The dispute intake form did not capture all relevant information that I relayed to the representative. 

It is now XX/XX/23, the dispute tab on Chime 's XXXX has disappeared which further tells me a second XXXX  was never submitted so XXXX of Chime 's representatives were dishonest with me, 1 being a supervisor. Chime did not conduct a thorough investigation. Chime did not comply with XXXX XXXX XXXX. Chime does not care about their customers. I have attempted to speak to a live representative for Chime on XX/XX/23 and my call was disconnected XXXX

Company response to consumer: Closed with explanation