Consumer complaint received 2026-03-01 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: IN

Complaint narrative:
Subject : XXXX XXXX / Chime inconsistent explanations and unresolved dispute CFPB Case No. : XXXX and XXXX To whom it may concern, I am submitting this update because XXXX XXXX has given me XXXX explanation directly and a different explanation in the response they provided to the CFPB, and my dispute still has not been fairly resolved. [ XXXX ] [ XXXX ] According to Chime/XXXX XX/XX/XXXX letter to the CFPB, they state that : ( XXXX ) on XX/XX/XXXX I contacted Chime for a review of XXXX transactions from XXXX XXXX totaling {$1000.00} under claim # XXXX ; ( XXXX ) they recategorized my claim as Unauthorized and continued the investigation under # XXXX ; and ( XXXX ) based on transaction history, device and login activity, accounttakeover indicators, and other riskbased factors, no error occurred. They also state that between XX/XX/XXXX and XX/XX/XXXX they sent me copies of the documents they relied on in making their determination. [ XXXX ] However, in the Complaint Resolution email XXXX XXXX sent me on XX/XX/XXXX, they describe my case differently. In that email, they state that I requested an investigation into unauthorized transactions from XXXX totaling {$1200.00}, that I requested provisional credit on XX/XX/XXXX and was told it would not be provided, and that they confirm you authorized these transactions ; however, you did not receive the goods/services, and therefore denied the dispute on XX/XX/XXXX. They further state that on XX/XX/XXXX I contacted Chime again, requested investigation documents, and that call records supposedly show I acknowledged authorizing the transactions as a coin package purchase. They say the dispute was recategorized as Unauthorized on XX/XX/XXXX and that my rebuttal was denied on XX/XX/XXXX. [ XXXX ] There are several serious inconsistencies and omissions : XXXX. Different dollar amounts and framing of the dispute - The CFPB response describes XXXX transactions from XXXX XXXX totaling {$1000.00}. [ XXXX ] - The XXXX email to me refers to unauthorized transactions from XXXX totaling {$1200.00}. [ XXXX ] - The CFPB response does not mention that XXXX itself claims I authorized the transactions but did not receive goods/services, which is a nonreceiptofgoods/services issue, not just an authorization issue. [ XXXX ] [ XXXX ] XXXX. My new evidence was not meaningfully considered In my XX/XX/XXXX email to XXXX, I explained that when I filed the original dispute I could not access my email account with the merchant because of accountrecovery problems, and I clearly disclosed this limitation at the time. After the initial denial, I regained access to that email account and recovered correspondence from the merchant confirming that the transactions in question were not completed by me and that I did not receive any goods or services. I submitted this newly recovered evidence with my rebuttal and requested that my case be reevaluated because the original findings did not include this critical information. [ XXXX ] The XX/XX/XXXX CFPB response does not address this new evidence or explain how it was evaluated ; it simply concludes that no error occurred. [ XXXX ] XXXX. Investigation documents were not provided as claimed The CFPB response states that between XX/XX/XXXX and XX/XX/XXXX, Chime sent me copies of the documents relied on in their determination. [ XXXX ] In reality, I did not receive a full investigation file, and I repeatedly requested copies of the documentation and evidence used to deny my claim, including in my rebuttal to Stride. [ XXXX ] XXXX. Account closure after exercising my rights In my XX/XX/XXXX email, I also noted that shortly after my second dispute was denieddespite the substantial proof I providedmy Chime account was abruptly closed. I have been a Chime customer since XXXX, with significant deposits and no prior disputes. I view closing my account in these circumstances as unfair and potentially retaliatory for exercising my rights to dispute unauthorized or erroneous transactions. [ XXXX ] The CFPB response from Chime/XXXX does not address the timing or reasoning for this closure. [ XXXX ] For clarity, here is the timeline based on their letters and my correspondence : [ XXXX ] [ XXXX ] - XX/XX/XXXX I contacted Chime to dispute multiple XXXX XXXX transactions. - XX/XX/XXXX I requested provisional credit ; XXXX/Chime XXXX XXXX - XX/XX/XXXX Initial dispute denied. - XX/XX/XXXX I contacted Chime again to reopen the dispute with additional information and requested investigation documents ; later that day I requested the dispute be treated as Unauthorized. - XXXX Chime claims they emailed documents relied upon in the investigation. - XX/XX/XXXX Dispute recategorized as Unauthorized. - XX/XX/XXXX Rebuttal denied again. - XX/XX/XXXX XXXX sent me its Complaint Resolution email ; I replied the same day with my explanation and newly recovered merchant correspondence. - XX/XX/XXXX My CFPB complaint was filed under case no. XXXX. - XX/XX/XXXX Chime/XXXX issued their written response to the CFPB. I respectfully ask the CFPB to : - Note that XXXX XXXX direct explanation to me contradicts or materially differs from what they reported to the Bureau, including the total dispute amount and the nature of the claim ( unauthorized vs. authorized/nogoodsreceived ). [ XXXX ] [ XXXX ] - Require XXXX XXXX and Chime to produce the complete investigation file, including all call recordings, internal notes, device/IP analysis, and merchant documentation, and to specifically explain how my newly provided merchant emails were considered. [ XXXX ] [ XXXX ] - Review whether XXXX and Chime complied with Regulation E requirements regarding timely investigation, provisional credit, and fair consideration of new evidence. - Review whether closing my account shortly after my rebuttal and CFPB complaint constitutes unfair or retaliatory treatment. I can provide copies of my XX/XX/XXXX email to XXXX, their Complaint Resolution email, and the merchant correspondence upon request. [ XXXX ] Thank you for your attention and for helping ensure that this dispute is reviewed accurately and fairly. Sincerely, XXXX XXXX XXXX, Indiana

Company response to consumer: Closed with explanation