Consumer complaint received 2025-04-17 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: MD

Complaint narrative:
I have been a member with Chime since XXXX. Recently I had a fraudulent charge on my account in the amount of {$540.00} this happened on XX/XX/XXXX my account/ passwords were compromised. Someone purchased XXXX through XXXX and wiped out my entire account. My debit card at the time was linked to XXXX. I first tried to go through XXXX to report this fraudulent charge. They were no help and told me XXXX transaction can not be disputed and is basically irreversible, which Im guessing is the reason why the scammer did things that way. First off I have never used XXXX! And if Chime went through my transaction history they could see that. Since XXXX was of no help. I contacted my bank to report a fradulent charge and file a dispute. {$540.00} is no small amount and this is my hard earned money! Where I work 80hrs to earn. Chime has not been of any help. I filed the dispute on XX/XX/XXXX once noticing everything going on with my account. Chime stated the dispute would be investigated and can take up to 90 days worst cast ( which is absolutely ridiculous ) but if they didnt resolve the dispute within 10 days of my dispute filing then they would issue a temporary credit. To even file the dispute they ask questions, was my wallet lost or stolen/ was my card with me at the time of transaction and where I was. I answered each question. My card was with me, my wallet was not stolen, and I was at home in XXXX, MD at the time of the transaction. When filing my dispute they asked if I could provide supporting documents and I did. They asked me if I was able to show them my location at the time of the transaction happening, show them screenshots of the transactions, and anything else I had at the moment. Mind you again I was home! I did have a picture that day that I took of my mother that should around the same time the fraudulent transaction took place and my location that was sent to them. Chime customer service agents are inconsistent/ no help/ and all they do is say Im sorry and dont do anything. This has been very frustrating and disappointing and I have never experienced this kind of handling of situations with any other bank. I did all they asked. I called to check on my dispute because again they say it can take up to 90 days and thats crazy to me. I have to wait for something that was taken from me just like that! Where I was a victim of fraud! I understand investigating but is chime actually doing a thorough and diligent investigation? From the way things have been handled with my dispute XXXX dont believe so. When I initially filed the dispute the agent stated she could see the transaction was processed in another state. After filing the dispute I contacted chime on XX/XX/XXXX to get an update and let them know that I lost {$540.00} this scammer wiped everything out of my account and to see if we could do anything with this process, I was transferred to the dispute department and talked with a guy. He repeated the same thing of the process but proceeds to say the good news, is that you are eligible for a credit, which should be issued to you by XX/XX/XXXX. I check the status of my dispute to see my dispute was denied. With no explanation why or reasoning. So of course I called when I seen this thinking the dispute department could explain why my dispute was denied and if it was something I could assist with if more information was needed. The rep I spoke with again went to apologizing and telling me they understand how I felt that sometimes disputes are denied due to the provided documentation not being able to read/ see clearly he stated he would be escalating my dispute to investigation department. and he would send me an email where I can resend my documentation and where it would be explained what else was needed to re-open my dispute and continue the escalation. I waited gave him time and to see if chime would get back with me even if it wasnt him directly. I never received an email since the day they told me my dispute was denied. I call chime back today XX/XX/XXXX to again be transferred to the dispute department. They give you the same speech like they are going off a script, saying sorry, so call taking a look at your account then proceed to say they have to escalate it to a whole different department ( investigations ) which conveniently does not talk to members directly and that they can not see the reason for denying. You would think the disputes department which is where you file your dispute would be able to tell you why your DISPUTE! was denied and to help you in any way they can to get your money back. You would also think if the investigations department are the ones who make the decision of denying or not and the dispute departments are the ones who talk to members that they would work closely together to be able to provide information when members call and not give them the run around. One would also think if you are going to deny that amount of money for your member that you can see through provided documentation that the member was not in the same state, still had the card with her and never had a history prior of using XXXX, and showing the compromised account information that you would send them something in some form of communication to explain why you denied the dispute and if it is anything else that can be done. I talk to a manger at Chime who was no help at all, who also sounded like she started to get agitated because at this point I am frustrated, crying and trying to keep my composure. She gives me the same spill that it has to be escalated, that she sent that escalation! And also says she is not sure how the other rep told me that I was eligible for a credit or that my documentation wasnt clear as they can not see the reason for denial. So somebody is also lying! She told me the investigation department would reach out to me by email and that it can take another 10 days possibly ( are you XXXX serious! ) to let me know if I need to send new documentation and what is needed, I dont expect an email. I have been more than patient and I am truly disappointed after all these years of using chime when you are being scammed out of this sort of amount I see Chimes true colors in how they back their members. They dont! Chime has been good when nothing was really needed from them but showed how they handle things when you expect them to fight for you! They seem to only be good for paying you earlier when you get direct deposit from your employer and that is what they promote but they dont promote being there when needed for their members. I honestly dont believe they did a thorough investigation because why cant you just tell me why it was denied? Apparently this happens often with Chime bank as there is a whole thread on XXXX of people explaining the same things happening to them, with the same handling of each situation and members explaining why they left Chime and my eyes have finally been opened. 

https : XXXX XXXX

Company response to consumer: Closed with explanation