Consumer complaint received 2024-06-17 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Chime Financial Inc
State: KY

Complaint narrative:
On Saturday, XX/XX/2024, I received a text message from XXXX ( XXXX ) XXXX at XXXX with a message saying " Chime : Did You Attempt A Purchase For {$74.00} At XXXX XXXX On XX/XX/2024 ( XXXX )? If It Were You Then Simply Disregard This Message. Not You? Reply Yes or No. '' When I received this text message, I was in my home at the time with my children and had not purchased anything from XXXX XXXX or was in the vicinity of making a purchase, so I replied " No '' which was then followed by " Chime : Thanks for replying. A representative will call you shortly. '' At XXXX, I received an incoming call from XXXX ( XXXX ) XXXX to which I answered and was greeted by a Chime contact customer service representative. Before furthering this call, the representative on the other line said they would be calling me from Chime 's contact customer support number to verify their identity as they had called from a number that was a part of their transactions department due to failing to reach me through the contact support number in order to confirm that I was in fact speaking with a true Chime contact support representative. At XXXX, I received an incoming call from XXXX ( XXXX ) XXXX and was greeted with the same person I had spoken with on the ( XXXX ) number and was directed to pull out my card and identify that the number on the back, upper right-hand corner of the card matched the number they had called me on. I confirmed and they assured me they wanted to confirm that this was in fact a representative and they were here to help. During the call on the ( XXXX ) number, there was static and in the past with issues speaking with Chime contact customer support and the service dropping or being static, I opted to speak with them on the ( XXXX ) number to hear them better. 

Continuing the conversation after identifying their identity as a Chime contact support representative, they continued to ask if my card number ended in the last four as they read it to me, and I confirmed. The person on the other line, then started reading back to me the charges that were on my account, asking if I had authorized or made these transactions. I denied it and asked if they were able to tell me who was doing this to which they said, an XXXX XXXX on an XXXX XXXX was sending transactions to be posted earlier by next week ( Tuesday, XX/XX/XXXX ). When I asked how this XXXX was able to get my information, they stated that with purchases made online or using your card at the gas pumps, it is easy for an individual to obtain your credit or debit card information. Concerned, I asked how this was going to be fixed to which they assured me they would be assisting me in the process of stopping these transactions and opening a new checking account for me. During this information that was being given from the Chime contact support representative, they mentioned that their supervisor, XXXX XXXX, who was in charge of this case as well as the supervisor in transactions would be assisting. In order for this to happen, they asked me to state how much money was in my account currently as they would be assisting in transferring the money in my account to a new checking account as my current account was compromised. The Chime contact customer support representative told me that I would be receiving a code that they would need on their behalf to move forward as they had my account pulled up. 

At XXXX, I received a message " Mobile Code : XXXX for card ending in XXXX. Enter when prompted '' When I received the code, they assured me Chime would never ask me to share this code with anyone, but this code was needed in order to move forward with the investigation that was taking place. I read them back the code and they proceeded to move forward with asking for me to send the first transaction to supervisor XXXX XXXX through the Pay Anyone Transfer for " Payment Dispute/Refund Authorization ''. When prompted, they said that sending this would go into my new checking account and would be getting put back into my new one as my old one was now compromised and scheduled for these payments to take place earlier in the next week after the holiday. The tag to the supervisors Chime information was " XXXX XXXX " XXXX They had also mentioned that I should be receiving an email with furthermore information and when checked, there was nothing. At XXXX, I had received an email stating my card had been enrolled in XXXX XXXX, but did not see this until a few minutes later to which I questioned them about this email I had received, and they had informed me that this was the process they were trying to go forward with as this was where my account was compromised along with my card information. I was then placed on hold as the representative stated they were going to be working on setting up my new checking account information. While on hold, the call dropped and the proceeded to call me back at XXXX, from the ( XXXX ) number. I was told the call had dropped and they assured me they were working on this and they were going to put my back on hold. As time went by, I was growing anxious and decided to call the Chimes contact support number, the ( XXXX ) number to get ahold of someone in the same department to see what was going on. 

At XXXX, I called Chime Contact Customer Support on the ( XXXX ) number and when I reached another representative, I continued to ask if there was any new details or information as I was currently on hold with one of the representatives and their Supervisor to which I gave them the name XXXX XXXX XXXX The representative on the line told me that there are many supervisors and they are stationed in different areas. When I continued to explain the situation, the woman on the other line stated that Chime does not make any personal calls out even after assuring them that the number used was in fact their number as it matched the same number I was making the call to now and that the last call between Chime and myself was back in XXXX of XXXX. She then went on to say that she believes that I was scammed and would help me to file a dispute. During this time, the ( XXXX ) number was still on the line but after inactivity and being on the phone with the real Chime Contact Customer Support representative, they hung up. After speaking with the Chime Contact Support Representative about my dispute, I submitted evidence that I had obtained as well as screenshots they were taken and submitted them. 

At XXXX, my dispute for this incident was filed with number XXXX. 

Sunday, XX/XX/2024, my dispute for XXXX was denied at XXXX due to there being that " no error occurred '' Sunday, XX/XX/2024, I filed a complain to the XXXX at XXXX, giving details and description as to what had occurred and happened. 

Sunday XX/XX/2024 XXXX, I received my message regarding my complaint with my complaint number # XXXX that they had sent the complaint to XXXXXXXX XXXX in regards to my dispute XX/XX/2024 at XXXX, I called Chime Contact Customer Support on the ( XXXX ) number and continued to tell them the same issues and in regard to my denial of no error having occurred, they assured me that they could rebuttal this dispute and I can submit more documentations on behalf of the dispute and it would be re-opened. I submitted more information I had gathered. 

Tuesday, XX/XX/2024 at XXXX, I received an email from Chime contact customer support for my rebuttal decision for XXXX, that they had thoroughly investigated through their investigations team and decided that no error occurred and this dispute was closed. 

XX/XX/2024, at XXXX, I called Chime contact customer support at the ( XXXX ) number and voiced my concerns in regard to the decision for the rebuttal of the dispute, explained the situation again and what happened to which she said with new information, she could rebuttal this for a second time and I would need to submit more documents to go towards the investigation. When I told her I have submitted everything there was to submit and what more I could do, she suggested a a police report to go towards this investigation on my behalf to prove that this in fact a scam. 

XX/XX/2024 at XXXXXXXX XXXX I made a call to my local police department and spoke with an employee who said an officer would be calling to help me file the report over the phone. 

XX/XX/2024, at XXXX, I received a call from an officer who took down my information as well as explained the situation that had happened and she proceeded to take down this information to which she gave me my case number and a paper copy for this police report would be available to pick up in person in XXXX days from the date of it first being filed. 

XX/XX/2024 at XXXX, I submitted more documents pertaining to the re-opening of my dispute claim to which they denied me again, at XXXX XXXX on XX/XX/2024. 

XX/XX/2024, at XXXX, I had called Chime customer service once again to voice my concerns and let them aware that I would be submitting more documents pertaining to my case to which they went forward with a rebuttal, e-mailing me another link to submit any new or extended evidence that would go towards my dispute claim. 

XX/XX/2024 at XXXX, I submitted more evidence to the link they had messaged me and waited for a response. I had received a confirmation link stating my documents have uploaded and would be reviewed within 4 hours but that I may experience longer waiting times outside of business hours. 

XX/XX/2024, at XXXX am, I received a e-mail from Chime Support stating my documents were unable to deliver and to reach out for more assistance. 

XX/XX/2024, at XXXX, I reached out to Chime customer support and spoke with an agent within the dispute department and voiced my concerns as to why I had received an e-mail stating my documents were not submitted on Wednesday, XX/XX/XXXX, when I had submitted and received a confirmation e-mail on Sunday, XX/XX/XXXX. The agent stated that the investigation team had never received my documents and therefore, closed the rebuttal but that he would re-open it by sending me another link to submit the documents again. While in the process of this, I questioned if there was a supervisor I would be able to talk to about my situation and the reason for the constant denials as to my claims when there is supporting evidence that I am a victim of a crime. I also asked if there was someone within the investigation team I would be able to speak with on why this decision keeps getting denied as the only explanation there is that " no error occurred ''. I have requested in the past detailed reasoning as to why they deny me and they send e-mails only with the documents I have submitted. The agent stated I could talk with a Supervisor but it was out of his department to answering the questions I have, as that is part of the investigation 's team responsibilities. When I had questioned whether I could speak with someone over the phone in the investigation department, he replied stating that they are strictly e-mail and do not answer phone calls but would put a note for them along with my documents that I would like to be reached out to with explanation to the denials. 

I believe there is many wrongs on Chime 's department of investigations to which I have been fighting and battling for nearly a month. After being a victim in this scam, I have lost out on much of sleep, opportunities for me and my children, and having to start over from the money that was lost and missing out on quality time that is able to be spent with my children. It is disheartening, discouraging, and saddening that Chime can not see that I have been victimized and have submitted as many documents I have and can, pertaining to the evidence that this was in fact a crime. My concerns are not being taking seriously and the establishment that Chime is not adhering to the Pay Anyone feature in which it states in their agreement that they are to be " monitored, and may be held, delayed, or blocked if, in Chime 's sole discretion, Chimes concludes that completing the transfer could result in a breach of Agreement, fraud, any financial harm or harm to the safety and integrity of the Pay Anyone Transfer Service. ''

Company response to consumer: Closed with explanation