Consumer complaint received 2024-04-04 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: NY

Complaint narrative:
I filed my XXXX tax return in XXXX of XXXX and elected to have it deposited into my Chime checking account just as I've done for years prior. During the first week of XX/XX/XXXX, I learned that I was going to be XXXX for up to 3 months. After finding that out I made arrangements for my animals to be taken care of and I also took the necessary precautions to protect myself financially since I would be receiving both my state and federal tax returns while I was in XXXX, and would have no access to them for the duration of my sentence. The precautions I took were, cutting up my Chime debit card and throwing it in the trash, deleting the Chime banking app from my phone, and signing out of my XXXX account on all devices, including my phone which I left in my dresser drawer, powered off, as I was being taken into custody the morning of XX/XX/XXXX. 

On XX/XX/XXXX XXXX I received a deposit of my federal refund for {$5100.00}. Before this day there hadn't been any activity in my account for quite some time BUT, starting the very next day, XX/XX/XXXX, there were a TON of transfers for huge amounts to several different people that I do not know. These transactions happened continuously over the next 45 days, depleting my entire checking and savings account while I was in XXXX  with no knowledge that this was happening, and no access to my account. 

When I was XXXX on XX/XX/XXXX, I went home and found that my phone was stolen from my dresser. My newer laptop 's hard drive was completely fried and the computer wouldn't even turn on. The screen on my older laptop had been broken right off. Two days later, I was able to obtain a phone and at that time, I had downloaded the Chime Banking app and tried to log into my account but was denied access. My Chime banking password had been changed, the phone number associated with my account had changed, as did my PIN, and a new debit was issued as well, which I NEVER once had in my possession. It took me forever to prove my identity, update the phone number, and regain access. Once I was in my account, the Chime customer service rep canceled the card that was ordered and delivered while I was XXXX and had another new one sent to me. It was at this time I realized ALL of my money was gone. 

I pulled and printed all my statements and tried to figure out what I was seeing, what had happened or was happening. I tried to reach out to a couple of the names I could see but it was a dead end. I finally reached out to Chime regarding the issue on XX/XX/XXXX and the representative started a dispute for me. After receiving the follow-up email regarding my dispute I realized that the representative had opened the dispute wrong and didn't include all of the fraudulent transactions from XX/XX/XXXX to XX/XX/XXXX. So, on XX/XX/XXXX I once again reached out to Chime to have my dispute corrected. That rep started a whole new dispute for me, this time including everything from XXXX. I was told to email my supporting documents and I would hear back soon. I emailed my supporting doc on XX/XX/XXXX and again on XX/XX/XXXX. Then, on XX/XX/XXXX I received an email from Chime regarding my dispute for {$6.00}. The email states under my request on XX/XX/XXXX ( I didn't request on XX/XX/XXXX ), they are providing copies of the documents they relied on in making their decision, see attached /included documentation, but there was nothing attached. I once again reached out to Chime customer service regarding my dispute. I asked how my claim could be denied if I had full proof that I was XXXX. The rep said it was a mistake on their end, he reopened my initial claim, told me to re-submit my documentation, apologized, and told me they would take care of it this time. Then, again, my dispute was denied. I responded to the email as the instructions state and, to this very day, I have received zero supporting documentation to explain how in the world this isn't fraud/someone stealing my money.

Company response to consumer: Closed with explanation