Consumer complaint received 2025-03-05 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: GA

Complaint narrative:
submitting this formal complaint against Chime Financial , Inc. for its failure to properly investigate unauthorized transactions on my account, refusal to comply with Regulation E of the Electronic Fund Transfer Act, and deliberate withholding of critical documents related to its so-called investigation. 

On [ XX/XX/2024 ], my Chime XXXX  Debit Card was stolen and used fraudulently to withdraw {$3700.00} from an ATM located at XXXX XXXX XXXX, XXXX, XXXX XXXX. I immediately reported this unauthorized transaction to Chime and provided substantial evidence proving that my card was compromised, including : A police report from the XXXX XXXX XXXX XXXX XXXX XXXX XXXX ATM owner, XXXX XXXX XXXX XXXX XXXX, verifying that my card was fraudulently used at his ATM Notification that Chime never contacted the ATM owner to obtain surveillance footage or investigate the fraudulent withdrawal Despite this overwhelming evidence, Chime refused to refund my stolen funds, claiming to have conducted an investigation. However, when I formally requested the documents Chime used in their investigation, they only provided the information I originally submitted to them, failing to produce any actual evidence supporting their denial of my claim. This strongly suggests that Chime never conducted a legitimate investigation and instead simply dismissed my dispute without due diligence. 

Furthermore, Chime is violating XXXX  Zero Liability Policy, which explicitly states that customers are not responsible for unauthorized transactions if their card is lost, stolen, or fraudulently used. My case clearly qualifies for protection under this policy, yet Chime has refused to honor it. 

Chimes actions are not only deceptive but also in direct violation of Regulation E ( 15 U.S.C. 1693 et seq. ), which mandates that financial institutions : 1. Conduct a reasonable investigation into unauthorized transactions 2. Provide documentation used in the investigation upon request 3. Resolve disputes in a timely manner and reimburse customers when fraud is confirmed Chimes refusal to return my funds, failure to conduct a proper investigation, and withholding of critical documents constitute clear violations of federal consumer protection laws. I request the CFPBs immediate intervention to : 1. Compel Chime to provide a full refund of {$3700.00} in accordance with Regulation E and Visas Zero Liability Policy 2. Require Chime to disclose the full investigative file, including any internal communications and documents used to determine their decision 3. Investigate Chime Financial , Inc. for systemic violations of consumer protection laws and deceptive banking practices I appreciate your prompt attention to this matter and look forward to your response regarding the steps being taken to hold Chime accountable. Please feel free to contact me at [ Your Phone Number ] or XXXX for any additional information. 

Sincerely, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX

Company response to consumer: Closed with explanation