Consumer complaint received 2025-11-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Chime Financial Inc
State: FL

Complaint narrative:
From XXXX XX/XX/XXXX my phone was stolen along with my identity and it was used to access my Chime bank account and change personal information and steal more than XXXX out of my accounts draining them dry. I wasn't able to file a dispute with them right away however because I was XXXX  on an unrelated traffic issue on the dates listed above. I have my email set up to forward a copy of everything I get to my mom 's email in case I get locked out of mine so she received an alert that the phone number on my bank account had been changed and the pin numbers to 2 virtual cards updated and added to a XXXX XXXX. Since I was XXXX  and therefore not the one making these changes she tried to notify chime on XX/XX/XXXX and ask that the freeze my account but they wouldn't speak to her. I even signed a XXXX giving her full authority for the bank to talk to her. But they still refused. She filed a police report for identity theft on my behalf on XX/XX/XXXX. The detective on the case has supboenaed copies of my account statements and gave them a statement that this was in fact a case of identity theft and told them that I was not responsible for the transactions. On XX/XX/XXXX after my XXXX XXXX XXXX  I immediately filed disputes of all of these charges. I had to wait due to government shutdown to file a report with the FTC but I was able to do that several days ago. Chime continues to deny my disputes or the fact that they are responsible for allowing my account to wiped out even after we tried to warn them and tell them this and keep denying my disputes over and over again no matter how much evidence I've sent or the police request from them. They are refusing to return my money and claim that no error has occured. Even though they were given police evidence with the name of the suspect listed on the report that matches the name of the person who several of the fraudulent transfers were sent to, and certified court documents showing that I was XXXX  when these transactions took place and had no access to my account or phone. I already filed one complaint and now I'm filing this one because they lied to the CFPB stating they were still working on resolving my issues yet had already closed and denied all of my disputes which have since been reopened several times. I also filed a report with the FBI cybersecurity team for ic3 and have provided chime with written notice of the disputes, notification of their clear violation of regulation E, written notification of intent to file for arbitration against chime for failure to follow federal laws under the EFTA specifically Regulation E if they do not return my money immediately. Even after all of that and them being given irrefutable evidence that this is a genuine case of fraud and identity theft they still refuse to do anything about it or return my money as required to do so under federal laws and the visa zero liability policy in which my accounts are protected by. They have also failed to produce the documentation that was supboenaed from them by the detective and the states attorneys office in Florida.

Company response to consumer: Closed with explanation