Consumer complaint received 2024-07-21 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: WV

Complaint narrative:
On XX/XX/year> I contacted Chime Finacial INC to file a dispute for the unauthorized and fraudulent use of my visa debit card. The XXXX charges totalling {$4200.00}. They were sent to a person that was in a treatment facility with no access to any devices that could make a transaction. During their time at the facility their account was hacked as well. I informed the chime agent of this when I filed the dispute. The next day, XX/XX/year>, chime sends me a email saying they found no error and my account would not credited. I immediately filed a Rebuttal. Today, XX/XX/year>, I called chimes dispute team around XXXX eastern time to request a email so I could upload a email from a merchant where my current chime debit card was used to make an unauthorized transaction by someone I do not know, never even heard of before. Around 12 hours later I check my account finding no credits has been issued even though they have had evidence proving my account was hacked. I called the dispute team around XXXX to ask if the email from the merchant with my card number and a stranger 's name was evidence that a error has occurred with my account, therefore only further proving that the XXXX charges were fraudulent just as I said. The dispute team Agent I just got off the phone with said the document I sent them at a little after XXXX today was proof a error has occurred with my account since the name on the account is not my name and my visa debit card issued by XXXX XXXX FDIC Insured was charged unauthorized. I asked the Agent since the Federal Law requires the financial institution to place the funds in a consumers account within one business day after a error has been proven & acknowledged by the financial institution if my account would be credited by XXXX tomorrow since that would be 24 hours after Chime got the evidence proving without a doubt that a recent charge was fraudulent. She informed that it was up to the investigation team and if any credits was going to be issued it would be by XX/XX/year>. She would make a note for the investigation team, that apparently has no phones or direct email for me to get in contact to actually see what is going on and why my account has not been credited already. I'm beyond infuriated with this situation. Chime Financial Inc Dispute Team Agent said YES a ERROR was made, yes my dispute was originally denied a few short hours after filing, YES the email I sent to them was evidence enough to show my account was used unauthorized, and then she said I DONT KNOW IF THE INVESTIGATION TEAM WILL CREDIT YOUR ACCOUNT! I KNOW MY RIGHTS AND CHIMES INVESTIGATION TEAM DOES NOT HAVE A CHOICE IN REGARDS TO PUTTING STOLEN FUNDS BACK INTO MY ACCOUNT. FEDERAL LAWS ARE NOT TO BE FOLLOWED ONLY BY THOSE WHO CHOOSE, THEY ARE TO BE FOLLOWED BY ALL! Now that the Chime Agent admitted to the error on my account originally at XXXX on XX/XX/year> and a different a chime Agent admitted she sees the same error around 12 hours later, at XXXX on XX/XX/year>, THAT is 2 separate chime dispute Team agents admitting errors on my account why is the rebuttal even open? If the evidence is proving the error them my account should have {$4200.00} placed as a temporary provisional credit to my account immediately if the investigation team needs more time to investigate, which I don't see why they would since they can fully investigate and deny a dispute within a few hours why can't they approve one in the same amount of time? It could not take much effort to read a email and press a few buttons. Regardless of what Chime Financial Inc and Stride Bank NA wants to do, the Federal Law and Regulation E along with my account being FDIC insured says my visa debit card has a zero fraud liability. So what date and time should I expect my stolen money back in my account or the provisional credit at the very least?

Company response to consumer: Closed with explanation