Consumer complaint received 2026-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Chime Financial Inc
State: PA

Complaint narrative:
Incident Overview : On XX/XX/year>, at approximately XXXX XXXX EST, I was the victim of a coordinated " SIM swap '' or " port-out '' fraud. My eSIM was unauthorizedly transferred from my device to a suspects device. Utilizing this access, the suspect bypassed Chimes security protocols, which relied solely on SMS-based two-factor authentication ( 2FA ), and gained full access to my mobile banking account. The Fraudulent Activity : Once inside the account, the suspect authorized three fraudulent transactions that posted on XX/XX/XXXX : {$690.00} transfer {$1000.00} transfer {$0.00} test transfer Failure to Investigate & Violation of Regulation E : I immediately reported this fraud to Chime to freeze my account and reverse the transactions. However, Chimes internal security failure allowed the suspect to remain logged in and " resolve '' ( cancel ) my active fraud disputes while I was still working to regain control of my cellular service through XXXX XXXX. Despite my account security logs explicitly showing unauthorized logins from multiple IP addresses and unknown devices during the time of the fraud, Chime has wrongfully closed my dispute cases five times. They are now refusing to reopen the investigation, claiming a lack of " new information. '' Regulatory Failure : Under Regulation E ( 12 CFR 1005.11 ), Chime is required to conduct a reasonable and good-faith investigation. Chime is currently in possession of internal data ( device/IP logs ) that proves my account was accessed by a third party, yet they have ignored this evidence and placed the burden of proof entirely on me. Furthermore, Chime has failed to provide the " investigative file '' or documentation relied upon for these denials, a direct violation of 1005.11 ( d ) ( 2 ). Desired Resolution : I am requesting that Chime : Reopen and Incident Overview : On XX/XX/year>, at approximately XXXX XXXX EST, I was the victim of a coordinated " SIM swap '' or " port-out '' fraud. My eSIM was unauthorizedly transferred from my device to a suspects device. Utilizing this access, the suspect bypassed Chimes security protocols, which relied solely on SMS-based two-factor authentication ( 2FA ), and gained full access to my mobile banking account. The Fraudulent Activity : Once inside the account, the suspect authorized three fraudulent transactions that posted on XX/XX/XXXX : {$690.00} transfer {$1000.00} transfer {$0.00} test transfer Failure to Investigate & Violation of Regulation E : I immediately reported this fraud to Chime to freeze my account and reverse the transactions. However, Chimes internal security failure allowed the suspect to remain logged in and " resolve '' ( cancel ) my active fraud disputes while I was still working to regain control of my cellular service through XXXX XXXX. Despite my account security logs explicitly showing unauthorized logins from multiple IP addresses and unknown devices during the time of the fraud, Chime has wrongfully closed my dispute cases five times. They are now refusing to reopen the investigation, claiming a lack of " new information. '' Regulatory Failure : Under Regulation E ( 12 CFR 1005.11 ), Chime is required to conduct a reasonable and good-faith investigation. Chime is currently in possession of internal data ( device/IP logs ) that proves my account was accessed by a third party, yet they have ignored this evidence and placed the burden of proof entirely on me. Furthermore, Chime has failed to provide the " investigative file '' or documentation relied upon for these denials, a direct violation of 1005.11 ( d ) ( 2 ). Desired Resolution : I am requesting that Chime : Reopen and properly investigate these claims using their internal login and IP data. Refund the {$1600.00} in unauthorized transfers. Provide the full investigative records they used to justify the previous five denials. investigate these claims using their internal login and IP data. Refund the {$1600.00} in unauthorized transfers. Provide the full investigative records they used to justify the previous five denials.

Company response to consumer: Closed with explanation