Consumer complaint received 2026-01-12 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: AZ

Complaint narrative:
On XX/XX/XXXX at XXXXXXXX XXXX i receieved an email that someone had logged into my chime account I then received another email at XXXX XXXX. that again they had logged into my account I had not seen these emails till later on that night when I went to unlock on of my cards for use. I keep my cards locked because I have minors, and they accidentally used these cards in the past. However, they do not have access to my online banking. It is only accessible to my phone, and my phone has a passcode on it. When I logged into my account, I noticed that money had been drained out of the savings and they had moved money from my checking to my credit card and asked for my pay advance on my next pay. I investigated my recent transactions. They were the last transaction they sent themselves an amount of {$10.00} then an amount of {$99.00} and a final amount of {$190.00}. When I saw this, I immediately closed my debit card, locked my card back up and called chime to dispute the transactions. The asked the protocol questionnaire but I had explained to the person that I don't keep any of these cards unlocked I unlock them when I'm about to use them as inconvenient as it is and how I received the emails where someone from another state had logged into my account and unlocked my card however they did not use my physical card they used my virtual card. The agent assigned me a new virtual card I had already changed my password. He could only open a dispute for two of the transactions which are the lesser amounts due to the {$190.00} still pending. The representative of me to another agent who could log me out of all the devices that were logged into my account I explained I had already changed my password. They said that it was fine there were not any other devices logged on but mine. As soon as I disconnected the call with the agent, I checked my account the transaction of {$190.00} had posted and I filed the claim in the app. The only evidence I had was a receipt of my last transaction that I had done that night at XXXX and the emails they posted a credit of {$190.00} to my account. On XX/XX/XXXX, dispute # XXXX that had the amount of {$10.00} and {$99.00} was denied. I called back in and spoke to an agent who explained that I live in Arizona that I do not use XXXX XXXX, and I do not know anyone in Oregon. I have not left the state I have been in this state my entire life. They opened another dispute to rebut the previous claim the agent advised to send a history of my whereabouts and any receipts that I may have shown where I am where I have been that I have not left the state. I did that I went into my phone, pulled up the history of my whereabouts, and sent screen shots of everything I had for the rebuttal. It was assigned a case number XXXX XXXX and approved on XX/XX/XXXX. 

On XX/XX/XXXX the case # XXXX this was the dispute in the amount of {$190.00} was denied and the credit would be reversed I called in and spoke to an agent who had no idea what to do when I explained about the other claim and what happened but I did not add the same evidence because I had already known they were going to deny it and the only way to open a rebuttal is to have new information however she was not willing to open a rebuttal I had to speak to a manager. The manager stated that it was not updated on the app that it was denied they can not open the rebuttal they have to wait I left it at that. I only had to wait 20 minutes when it had finally closed out and I called back in and the agent asked the protocol questions and had me upload what I had but he stated do no add what you already shared with us just new information On XX/XX/XXXX they denied the claim. 

After sending me an email letting me know someone logged into my account not once but twice I followed the proper protocol and filed a claim and only after I had argued with one of the reps was I able to get help but only for {$10.00} and {$99.00} but it was the same person who sent themselves the {$190.00} and it was denied. Now I am out {$190.00} that I must pay for someone else who logged into my account and took my money, and I must pay for it.

Company response to consumer: Closed with monetary relief