Consumer complaint received 2026-04-02 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: PA

Complaint narrative:
On XX/XX/XXXX around XXXX, I received XXXX phone calls from XXXX customer service number, while at work. After the XXXX call I answered to figure who is this XXXX number calling me back to back, and to my surprise it was Chime calling stating they suspected fraud use with my debit card and he wanted to verify if some transactions were made by me. I was hesitant but he didnt ask me anything crazy so I remained on the call to answer his questions as I delivered mail ( Im a mail XXXX ). He asked if XXXX different transactions in XXXX, XXXX were made by me, I said XXXX then proceeded to list every transaction I did make from that day going back to XX/XX/XXXX, and I answered yes they were me. He then stated that they would close my debit card and send me out a new card, verified my address on file, I said yes and then asked me for my security pin for my account, I told them I was unsure of what I could have made it ( as I have only called chime customer service once before so wasnt too familiar with the process ) but stated XXXX numbers I thought it could be, they said they were both incorrect and then asked me to verify by stating the direct deposit amount I just recently received, I answered, they said correct then said I would receive my new card in a few days and hung up. Moments later, I received a Chime notification of an atm withdrawal for {$1000.00} dollars in XXXX, FL at XXXX I immediately stopped working to call chime customer service, and as I was going through the options to speak to representative, the Chime number was calling me so I answered explaining there was a fraudulent transaction made and I was actually on the other line calling them to report it and I didnt understand how if the last chime rep I just spoke to supposedly cancelled my current card ( which by the way was in my pocket as Im delivering mail in XXXX ) XXXX I then became suspicious of what was going on and hung up and called chime back. For roughly about an hr there was a back and forth between me speaking to the real Chime by calling them and the fake Chime calling me ( all on the same number XXXX mind you. While doing all of this multiple fraudulent transactions were attempted on my card and then a successful transaction of {$1100.00} at an XXXX in XXXX at XXXX. I finally asked to speak to a supervisor and explained what was going on and he explained to me that it sounds like I had been scammed with cloned calls and a stolen card number because they had no record of the initial call ( canceling my card ). So I then asked how did they get my transaction history but he had no answer. I explained to him I still had my debit card in my possession and none of those transactions were me and I wanted to dispute them. He put the disputes in for me and explained the process. My dispute for the atm withdrawal of {$1000.00} was denied almost immediately but the other claim for the {$1100.00} is still open. I called to have the claim reopened and they said they wouldnt reopen it without new evidence ( I originally provided a police report ( well the DC # that was given to me at the police station ) and screenshots of all the denied transactions as it was explained to me on the phone that the representative couldnt see the locations of the declined transactions ). So I then provided a timesheet from my job as well a statement from my supervisor proving that I was delivering mail at the time of both transactions, proving that neither was me. I was then told that they would reopen the claim and do a deeper investigation. Less than XXXX later, the claim was denied again stating they determined no fraud. I called demanding an explanation as to XXXX ) how is not fraud if at the time of the transactions Im calling them XXXX ) I proved that I was at work with my physical card in my possession at the time of the transactions XXXX ) how did I allegedly go from Florida to XXXX in XXXX mins to use my card in both places and XXXX ) what deeper investigation was done in less than XXXXXXXX I have proven that I am not responsible for these transactions yet the atm transaction theyre telling me isnt fraud but the other transaction claim is still opened as if theyre considering it is? Make it make sense. Please help!

Company response to consumer: Closed with explanation