Consumer complaint received 2024-01-11 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Chime Financial Inc
State: ID

Complaint narrative:
On XXXX XXXX at XXXX I received an unexpected phone call from Chimes security phone number XXXX XXXX XXXX XXXX asking me to verify some transactions that were expected of being fraudulent on my account. I was informed that someone in Illinois was using my savings account and credit account at a XXXX XXXX XXXX station. I verified that all those transactions were fraudulent. I live in Idaho and my cards are here with me not in Illinois several hundreds of miles away. I followed all instructions from the Chime staff to move all the money from my 3 different accounts to my debit account and to change my pin. This was a 70 minute process with multiple steps of verification and phone calls and text messages. I was also receiving emails. One was letting me know that my Chime had been connected to a XXXX XXXX and that I should call if I hadn't been the one to do it. When I reported this email the Chime employee told me they were aware of it and that I didn't need to call as they were including it in the report. I was instructed to uninstall the Chime app and to not re download it until I received an email from Chime, so that my information and actions did not get mixed in with the police report. I was assured that my account was secured, that I did not need to file any other reports, and that Chime would take care of everything. 
Several days passed I heard nothing else, so I called Chime on XXXX. XX/XX/XXXX. There was no record of XXXX phone call and no paperwork showing a dispute had been filed. So the staff filed a dispute for me and said they would work to get my money back. I was informed that there were five transactions in total ( on Sat. I was told there was only 3 ). Again we verified that they were fraudulent and the Chime staff stopped all transactions on my accounts and said they would send me a new debit card. I reinstalled the chime app, so I could have access to the temporary debit card until my new one arrives in the mail. XXXX morning XXXX XXXX I received an email that my dispute had been closed and that chime " investigation had concluded that no error occurred. '' and that no funds would be credited back to my account. I called Chime back later that day and asked how their investigation saw no error when they had verified that the transactions were fraudulent, that Chime did not prevent the funds leaving my account, and I had been assured multiple times that they would get my money returned to me. The Chime employee was only able to file another dispute that asked the company to take another look at the case, and send me the supporting documentation. Sat morning less then 12 hours after that phone call, before I even had a chance to submit supporting paperwork, I received an email saying that my case was again closed and that there was no error. Today XXXX XXXX I received the supporting documents through email. They sent me an intake form that records my answers to their questions. It clearly states on the paper that the charges are verified as fraudulent, yet I am receiving emails that no error has occurred and that Chime will not be crediting funds to my account. 
Chime has been unable to assist me further and I am left wondering if someone spoofed their secure phone number, or if the employee at the company was dishonest. Especially since the actions I was instructed to take back on the XXXX from the Chime phone number/employee, would have helped the money leave my account instead of securing it. I am very concerned.

Company response to consumer: Closed with explanation