Consumer complaint received 2026-01-25 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: NJ

Complaint narrative:
On XX/XX/XXXX, I was the victim of an account takeover where I had lost a {$1100.00} from my Chime bank account. While I was at work, I received a call on my cellphone from a number listed as the Chime customer service number ( XXXX ) asking if I had made a charge at a XXXX store in the XXXX XXXX. I told them I live in New Jersey so that wasn't possible. They told me that they had blocked the unauthorized charge and would have to secure my account. The rep ( named XXXX XXXX ), had me go to my wallet to check and make sure that I still had my card in my possession. When I told her I did, she told me that I should change my password and had me change it to a code she had requested. I started to get a bit skeptical, asked to speak to a supervisor, and was connected to a male named XXXX. I then called the Chime customer service number from a landline phone, explaining the situation. As this was happening, I had noticed that there was a transfer of my entire balance from my savings to my checking account, followed by a withdrawal of {$1100.00} to a XXXX XXXX  and an ATM fee of {$19.00}. That rep told me that it might be scammer and that I should hang up. Once I did that, I received two calls back from the number and a text from a different number ( XXXX ) basically saying the same thing that was said on the phone. 
The actual chime rep promised they could help me get my money back and transferred me to someone in the dispute department. She said I needed to verify my identity through a link that was texted to me, so I went to my wallet again to take a picture of my license. By the time I got back, I was sent to her voicemail and the call was ended. I called back and got connected to another agent who I had to explain the situation to all over again. He had sent me the verification link again, which would not load - so he told me try again when I had a better connection. Later, I filed a dispute for the transaction in the app, and was prompted to call back again. I explained the situation again to another agent who told me to submit evidence to support my claim. I submitted the call log did from the scammer, the transactions for both amounts, the text that was sent from that number, and emphasized that they should have evidence of the recorded line where I spoke to the first rep as the scam was going on, on XX/XX/XXXX. On XX/XX/XXXX, XXXX morning, my dispute was denied. On XX/XX/XXXX, I called back to see why and they claimed that I didnt submit enough evidence. They offered to reopen it and then I added emails I received saying that my account had been accessed from two different locations at the time of the incident. 
On XX/XX/XXXX, my dispute was denied again. On XX/XX/XXXX, I called back and was told to submit a police report. I couldnt understand why this wasnt suggested to me on the first call but I went ahead and did it anyways. This time, I submitted all of my evidence, as well as the police report case number as the report would not be ready for another week. On XX/XX/XXXX, the dispute was denied again. After missing an hour of work going to pick up this report, I called back on XX/XX/XXXX and submitted all of my evidence in addition to the copy of the police report just for the dispute to be denied again on XX/XX/XXXX. Finally, on XX/XX/XXXX, I spoke to one last agent who assured me that if I submit a copy of my time card, to prove that I was at work when this incident took place, they should be able to get my money back. She assured me that the investigators were working hard to review all of my evidence and support my claim in order to get me my money back and a temporary credit to my account for my troubles. This was the same line I was fed by each agent I spoke with, but to no avail. Overall, Ive been on the phone with these reps about 17 different times and for several hours, as their customer service is terrible, has extremely long wait times, and incompetent staff who dont communicate issues, and have to be re-informed of the issue along each step of the way - all trying to get this issue resolved.

At one point, I had to tell the reps to secure my account by closing my cards and sending me new ones, as I was sure the hackers had saved the numbers to use again in the future. Instead of doing that, they closed my XXXX XXXX  which they then told me could not be reopened at any point. I ended up having to request a new checking account card on my own. Ive decided to switch banks because of this, as this experience was honestly traumatic. Its one thing to be the victim of a scam, but for your bank to not have your back after 5 years of being a customer is quite disgusting. And then to have to resort to filing a complaint through these means is even more upsetting. I plan to take legal action as well, because I have suffered financially and emotionally as a result of this incident and I have doubts that Chime will ever resolve this through regular means.

Based on these interactions, I have reason to believe that Chime financial institution was negligent in securing my account and had a hand in the loss of funds from my account. Their refusal to address this issue and return my money, despite claiming to be an FDIC insured bank, has led me to believe one of two things : there is be an employee in the company that was involved in this incident, or the company is so poorly staffed, that they fail to fulfill their purpose as a banking institution on every level.

Company response to consumer: Closed with monetary relief