Consumer complaint received 2025-03-06 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: CA

Complaint narrative:
On XX/XX/XXXX I open my chime account on my mobile phone to transfer money however, I noticed that there is a transaction on XX/XX/XXXX for the amount of {$1000.00} on my account from T-mobile which I dont have any associated account with. I called chime customer service number ( XXXX ) XXXX to file a complaint and dispute the unauthorized transaction. The chime representative helped me filed my initial complaint and I was told that they will investigate and to wait for XXXX business days to get my probational credit. Then the next day XX/XX/XXXX I received an email from chime saying that my complaint was DENIED. I was in shocked because how can they do the investigation that fast, not even a complete day per say. So I called chime again to ask how they come up with the decision so fast? not even a complete day. What kind of investigation they do in such a short period of time? The representative couldnt give me an explanation other than the denial message from the email that I received ( email message will be attached here ). She then told me she will file a re-battle or re-open my case again. Then she told me to wait for 10 business days again for the probational credit. In addition, I ask the representative if she will change my card and she said you dont need to change your card. On XX/XX/XXXX I received an email from chime and for the second time they DENIED it again. I called them back again to ask why? The representative told me that he doesnt have any further information because he can not open my case. I ask him if he can transfer me to his supervisor. He then transfer me and I spoke with the supervisor. I was told that he can not view my case because only the investigation team is allowed to view it. He then told me that he will re-open my case for the XXXX time and he ask me to submit any documentation to support my case. I ask him if he can stay with me on the line while im submitting or uploading the documents that hes requesting he told me XXXX cant stay with you on the line but, you can always call us back once its uploaded to get an update. I was told also that since my case will be re-open they will need to investigate it again and to wait for 10 business days to get my probational credit. On XX/XX/XXXX I received an email from chime saying that my XXXX re-battle was DENIED. I called chime again to ask why it was denied again? I was told the same thing that they dont have any access to my case and only the investigation team has access to it. I spoke with XXXX ( representative of chime ) if he can transfer me to the investigation team so I can ask them myself. He told me he is not allow to do that and they dont have the direct phone number to the investigation team. For the XXXX time the representative told me that he will re-open my case again and to wait for 10 business days again to get my probational credit. On XX/XX/XXXX I received an email from chime saying that my XXXX re-battle was DENIED. On XX/XX/XXXX I called chime again to ask why it was denied again? I ask the representative why they kept denying my case I submitted all the documentation/proof that they ask me to submit. I was told by the representative that he doesnt have a full report of the investigation team and couldnt give me any further details. I ask the representative if he can transfer me to his supervisor. He then transfer me and I called them with my aunt on the line also because I was so frustrated already my aunt and I spoke with the supervisor named XXXX XXXX. He told me that he can not give me further information also because he couldnt view whatever I submitted only the investigation team has access to view it. He asked me if I could send all the documentation or proof I have. I submitted and he review it while I and my aunt on the line. Upon reviewing it he told me the he doesnt know why they keep denying it where all the evidence is submitted. He also advised me to file a report to FTC or any higher consumer financial institution which i havent done yet because i was waiting for the results of this re-battle again. I also ask him why I havent receive the investigation report that I requested for my precious denial he said he doesnt know but he will request it again. up to this time XXXX havent receive any report other than the denial letter that they send thru email. I also ask how come my physical card was not replace? He told me because my physical card is not the one that they used on the t-mobile transaction. The card that was used is my digital card and thats the one that they replaced. I told him that I never use my XXXX card because I dont know how to use it and that Im always using my physical card that they provided me. He gave me a confirmation number for the call its XXXX so whenever I call I dont have to repeat myself and they can just pull out my complaint easier and faster. Yesterday XX/XX/XXXX I received an email from chime saying that my XXXX re-battle was DENIED. I did not call chime this time to ask why they denied it again because I know they will give me the same reason and denied it again as afterwards. Now I am considering the advised of the last representative to report it to ftc or to any higher level of financial constitution. The last time I spoke with chime supervisor, he told me that everything is recorded so they can go back to the days that I called to verify my statement. 

DATE of my claim- Denial Date XXXX initial claim- XXXX denial date XXXX XXXX claim- XXXX denial date XXXX XXXX claim- XXXX denial date XXXX XXXX claim- XXXX denial date XXXX XXXX claim- XXXX denial date Should you have any further questions please contact me at XXXX or by phone ( XXXX ) XXXX. Thank you so much for the help and understanding.

Company response to consumer: Closed with explanation