Consumer complaint received 2025-11-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: NJ

Complaint narrative:
CFPB COMPLAINT UNAUTHORIZED TRANSACTIONS/ CHIME FAILED TO FOLLOW REGULATION E Company : Chime/ The XXXXXXXX XXXX XXXX XXXX XXXXk Issue : Unauthorized electronic fund transfers, denied claims, incomplete investigation, Regulation E violations What happened I am filing this complaint because Chime has refused to refund two sets of unauthorized transactions on my account, despite overwhelming evidence of fraud, account compromise, and unauthorized device access. Chime has repeatedly mishandled my claim, failed to properly investigate, and has not followed the requirements under Regulation E ( 12 CFR 1005.11 ). 



Claim # 1 Unauthorized {$1000.00} ( Pay Anyone ) A {$1000.00} transfer was sent using the Pay Anyone feature without my authorization. I did not send, approve, or recognize this transaction. I provided Chime with evidence showing device activity that was not mine, proving my account was compromised. 
Despite this, Chime denied the claim without providing any real explanation. 



Claim # 2 Unauthorized {$2800.00} ( 22 Transactions to XXXX and XXXX ) This claim involves 22 unauthorized transactions totaling {$2800.00}. These funds were taken from my savings, moved into my checking account, and then sent to XXXX and XXXX, platforms I have never used or accessed. 

I provided Chime with the following evidence : Device logins that did not come from my phone My card was lost/stolen at the time The phone number on my Chime account was changed without my permission Proof that I never created or used a XXXX  or XXXX account Activity timestamps that do not match my location or known behavior Chime refunded only {$450.00} out of {$2800.00}, with no explanation for the partial refund. 



Why I believe Chime violated Regulation E Chime has : Failed to complete a reasonable investigation, Ignored evidence of account compromise, Denied claims without providing documentation or justification, Failed to provide me with investigation records, And refused to credit my account for unauthorized electronic fund transfers, which they are required to do under Regulation E.

Regulation E clearly states that I am not liable for unauthorized transfers, especially when fraud, stolen cards, and unauthorized device access are involved.

Chimes actions show a pattern of negligence and a failure to safeguard customer accounts. 



What I am requesting I am asking the CFPB to require Chime to : 1. Refund the remaining disputed amounts, totaling : {$1000.00} ( Pay Anyone unauthorized transfer ) {$2300.00} remaining from the {$2800.00} unauthorized XXXX transfers 2. Provide copies of their full investigation records, including : Device logs IP addresses Login history Internal notes 3. Issue a written explanation referencing the exact Regulation E provisions they relied on when denying my claims. 
4. Correct any internal errors and ensure compliance with federal law.

Impact on me I am a single mother, and these unauthorized withdrawals caused severe financial hardship. These funds were taken without my consent, and Chime has repeatedly failed to protect me or my account. Their refusal to follow Regulation E has left me with significant financial stress and no resolution.

What I want the CFPB to do I am requesting immediate regulatory intervention to ensure Chime returns my stolen funds and complies fully with federal consumer protection laws.

Company response to consumer: Closed with explanation