Consumer complaint received 2025-11-18 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Chime Financial Inc
State: CA

Complaint narrative:
On Monday XX/XX/XXXX my wallet was stolen from a vehicle break in and my Chime credit builder physical card was inside the stolen wallet. This card is a secured credit card and my money was available for spending in the account. Shortly after the theft, there were two fraudulent transactions completed on my card at a local XXXX. The two transactions totaled {$810.00}. After the theft I froze the credit builder card through the Chime app to ensure no more fraudulent transactions could occur. I, that day, made a police report about the theft as well as the fraud and credit/debit abuse and this police report was approved. 

On Tuesday XX/XX/XXXX I called chime to make a dispute on this {$810.00} fraudulent charge. 

On Monday XX/XX/XXXX, I received an email stating dispute was denied and Chime stated that " no billing error occurred. '' When speaking with Chime agents, they said I needed to provide more evidence to prove my claim. Police reports do not get approved immediately which is why I was unable to submit it when initially opening the dispute. On Monday XXXX I was able to upload the copy of the summarized police report to Chime and I reopened the dispute due to new evidence. I also submitted a written statement to Chime detailing out the dates, transactions and details applicable to the theft and the fraud, to ensure there was no misunderstanding of the situation on their end. 

On Tuesday XX/XX/XXXX, I received an email stating the dispute that was reopened with new evidence was denied and that " no billing error occurred. '' I got a hold of a Chime dispute department supervisor and was told the only way to reopen the dispute for the second time was if I A- requested an investigations report on why they denied it a second time specifically after uploading the police report and B- If I found negligence in their report. During that call I requested an investigations report. 


On Wednesday XX/XX/XXXX at XXXX PST I received an email including the " investigations report '' from Chime. A screenshot of this email is attached in the documents. The report contained two things : 1- it listed and detailed the two transactions that were being disputed with the total amount, merchant name and date charged. 2- Four documents that the email states that were used by the Chime investigations team to determine their denial of the dispute. All documents are attached. 1- Police report summary 2- Personal written statement of situation 3- Intake form completed by Chime agent that I I spoke to originally on Tuesday XX/XX/XXXX and 4- Monthly billing summary for that card for the month of XXXX. 


On Wednesday XX/XX/XXXX after I received this " investigations report '' email I read through everything in great detail. The police report and written summary submitted by me looked to be correct. The monthly statement looked to be correct, besides the two fraudulent charges that were processed. However, I read through the intake form that the agent submitted and found two completely incorrect answers that were written by the agent during our talk on the phone where I verbally answered the intake form questions. The two questions with incorrect answers are : 1. If your card was stolen, have you filed a police report? The answer is listed as " No '' when I had told them yes explicitly. 
2. Was one of your devices or your wallet lost or stolen? The answer is listed as " No '' when I had told them yes explicitly explaining the situation.

It's clear that this intake form containing incorrect answers is negligence on Chime 's end. 

On Thursday XX/XX/XXXX I spoke with another Chime dispute department supervisor stating that I found negligence on their end from the Intake form and that I'd like to open the dispute for the third time. I explicitly explained that the verbal answers I gave to the questions were not reflected correctly in the intake form and I demanded the investigations team listed to the recorded phone call in full. I was told that my conversation was being record for quality and training purposes and demanded them to find and listed to that recording to prove that the intake form answers were incorrect. The supervisor ensured me that he would reopen the dispute and insist that the team listed to the phone recording. 

On Tuesday XX/XX/XXXX I received an email from Chime l stating the dispute that was reopened was denied and that " no billing error occurred. '' I'm unable to reopen the dispute again, as I have no new evidence. I have submitted all the evidence I have, which is the police report, as well has my found proof of negligence on their end. I demand that Chime approve my dispute of {$810.00} and return that amount in full to my account.

Company response to consumer: Closed with explanation