Consumer complaint received 2025-07-31 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: CA

Complaint narrative:
On XX/XX/XXXX, my wallet was stolen in XXXX XXXX. It contained both of my Chime cards the only two cards issued in my name. That same evening, I filed a police report with the XXXX XXXX Police Department, which clearly states on page 3 that both Chime cards were stolen. While I was still at the police station, someone attempted to use my Chime credit card ( which had no funds ), and I received a notification from the app. This confirms the attempted unauthorized use on the same day as the theft. 

My XXXX credit card was also in the stolen wallet, and one fraudulent transaction was attempted on it XXXX refunded me immediately. My XXXX debit card, also stolen, was never used. This shows a clear pattern : the thieves initially attempted to use my credit cards, and later began using the Chime debit card, starting only weeks after the theft. 

Immediately after the theft, on XX/XX/XXXX, I logged into the Chime app which is not user-friendly and selected the option to block my card. However, I later discovered that only the virtual card had been blocked, while the physical card remained active and vulnerable. If I had been the one using the physical card, it would make no sense to block only the virtual one. This alone should have raised serious concerns. 

I use Chime exclusively as a savings/checking account and rarely touched the funds. My transaction history before XX/XX/XXXX is almost completely inactive, with only one transaction occurring in XX/XX/XXXX. 

Importantly, there were no unauthorized charges for nearly a full month after the theft. The fraudulent transactions ( XXXX in total ) only began on XX/XX/XXXX. This delay is crucial : it suggests the card was either sold or exploited much later not immediately after the theft which further demonstrates that I was not involved and that this was not due to negligence. 

On XX/XX/XXXX, I received an unexpected email from Chime alerting me that my credit score had dropped. This prompted me to log in and check my account. Thats when I discovered that over {$2700.00} had been stolen through dozens of unauthorized transactions. I had not accessed the account at all between XX/XX/XXXX and XX/XX/XXXX, which Chime can confirm by reviewing my login history. 

I immediately called Chime, reported the fraud, and opened a formal dispute. I submitted the following evidence with my claim : My original police report filed on XX/XX/XXXX, and a supplemental report filed on XX/XX/XXXX Daily transaction history from my other bank accounts ( XXXX XXXX XXXX, joint with my husband ) to demonstrate my typical financial activity Photos and footage of one of the individuals using my stolen card at XXXX and XXXX A detailed timeline showing my physical location and activity during the fraudulent transactions, including confirmations from my dentist and the animal shelter where I volunteer An official Identity Theft Report filed through identitytheft.gov to further formalize my case XXXX  about the area where the transactions occurred ( XXXX  ), which is known for high crime ; as a young woman, I would never visit that area alone at night In addition, I personally carried out multiple steps to gather further proof and support the investigation : I went to the animal shelter where I volunteer and obtained official check-in and check-out records, confirming that I was present there at the exact time one of the fraudulent transactions was processed I contacted XXXX XXXX XXXX a merchant where my card was fraudulently used. The store manager provided security camera photos of the individuals who used the card it is absolutely clear that I am not one of them. He also offered to speak directly with Chime I contacted XXXX, a XXXX XXXX, and they provided detailed trip receipts for multiple rides taken with my stolen card. All rides began or ended in the XXXX. They confirmed that all transactions were done using the physical card via contactless XXXX, and that they are willing to launch a full investigation if contacted by Chimes chargeback team I compiled a written timeline and evidentiary packet, including third-party confirmations, card history, activity logs, and photographs, which is attached to this report Despite all this, Chime denied my dispute and then denied my rebuttal both without providing any proof of investigation or outreach to merchants. They never contacted XXXX, never followed up with XXXX XXXX XXXXXXXX, and never engaged with the documentation I submitted. 

Timeline of My Follow-Ups with Chime : After filing the dispute, I followed up by phone on : XX/XX/XXXX ( two calls ) XX/XX/XXXX ( two calls ) XX/XX/XXXX ( three calls ) In each of these calls, I asked for clarity on the investigation and requested a formal written explanation of what had been reviewed. I also repeatedly asked for a valid email address where I could send follow-up evidence and was told this was not possible. I had no choice but to rely on the in-app chat feature to submit updates and track communication. 

On XX/XX/XXXX, I received a brief email from Chime stating that my dispute was denied because no errors occurred. 
On XX/XX/XXXX, after I formally requested documentation of what evidence was used to reach that conclusion, Chime responded with a vague message and a link to a document folder. However, upon reviewing the contents, I found that the only materials included were the exact documents I had submitted myself not internal records from Chime, merchant responses, or any investigation results. 
On XX/XX/XXXX, I received another denial stating that my rebuttal was rejected, again with no new information or explanation, and no evidence that any merchants were contacted. 

More concerningly, Chime did not even consider my official police report, nor the timeline and documentation packet I had prepared and submitted. These items, which included location-based evidence, receipts, third-party confirmations, and my identity theft report from identitytheft.gov, were clearly listed in my rebuttal and crucial to the case yet they were excluded from review altogether. 

I also want to note that I repeatedly asked Chime for a dedicated email address where I could send a written request for investigation records and supporting documentation, but I was told each time that no such option was available. This prevented me from formally submitting or tracking my request in writing, and limited my ability to escalate the matter properly. 

I have provided overwhelming evidence that the card was stolen, was not used for nearly a month, and that I was not responsible for these charges. A fair resolution would include not only the refund of the stolen funds, but also accountability for the investigative and procedural failures that led to the denial of my dispute. 


Below I have attached the reportwith all the evidence and my communications with the merchants attached here.

Company response to consumer: Closed with monetary relief