Consumer complaint received 2026-05-20 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: VA

Complaint narrative:
I. SUMMARY OF COMPLAINT I am filing this complaint against Chime Financial , Inc. for multiple violations of Regulation E ( Electronic Fund Transfer Act, 15 U.S.C. 1693 et seq. ) in connection with 14 unauthorized transfers totaling {$18000.00} from my Chime debit card account to XXXX, a company I have never used, recognized, or authorized transactions with. Chime has failed to provide provisional credit, failed to provide documentation supporting their denial, and has failed to conduct a adequate investigation as required by law. II. FACTS 1. I identified 14 unauthorized transactions on my Chime debit card account totaling {$18000.00}, all of which were transfers to XXXX a company I have never used or authorized to receive funds from my account. 2. I filed my initial fraud report on XX/XX/year>. Following this report, I received written communication from Chime stating : " You will receive a temporary credit if we are unable to resolve your dispute by XX/XX/year>. '' This communication constitutes an acknowledgment of my dispute and an implicit representation regarding provisional credit obligations. 3. On approximately XX/XX/year> before the stated XX/XX/XXXX resolution deadline Chime notified me by email that " We've completed our investigation and determined that no error occurred with the transaction ( s ) you disputed, '' without providing any documentation, evidence, or explanation to support this conclusion. 4. On that same day, I called Chime customer service and formally requested the documentation supporting their denial. I was told my case would be escalated and that I would receive a written response within 10 business days. No documentation was ever received. 5. On XX/XX/year>, I re-filed my fraud claim with additional supporting documentation, including evidence that my credentials were used without my authorization and that XXXX itself had frozen and subsequently shut down the account in question due to fraud concerns corroborating that these transactions were unauthorized. 6. During the XX/XX/XXXX call, I requested supporting documentation for the initial denial for a second time. No documentation was received. 7. I called again to request this documentation a third time. As of the date of this complaint, I have still not received any documentation whatsoever supporting Chime 's initial denial despite three separate requests. 8. As of the date of this complaint, it has been more than 10 business days since I re-filed my fraud claim on XX/XX/year>, and I have not received provisional credit. My appeal remains unresolved. III. REGULATORY VIOLATIONS VIOLATION XXXX : Failure to Provide Provisional Credit Within 10 Business Days 12 CFR 1005.11 ( c ) ( 2 ) ( i ) Regulation E requires a financial institution to provisionally credit a consumer 's account within 10 business days of receiving notice of an error if the investigation can not be completed within that timeframe. Chime 's own written communication acknowledged this obligation by referencing the XX/XX/XXXX resolution deadline. As of the date of this complaint, more than 10 business days have elapsed since both my initial XX/XX/XXXX filing and my XX/XX/XXXX refiling, and no provisional credit has been issued. This constitutes a clear violation of 12 CFR 1005.11 ( c ) ( 2 ) ( i ). VIOLATION 2 : Failure to Provide Adequate Written Explanation of Denial 12 CFR 1005.11 ( d ) When a financial institution determines that no error occurred, Regulation E requires it to deliver a written explanation of its findings and inform the consumer of their right to request the documents relied upon in making that determination. Chime 's denial consisted solely of the statement " no error occurred '' with no explanation, no evidence, and no identification of what documents or factors were considered. This bare denial does not satisfy the written explanation requirement under 12 CFR 1005.11 ( d ). VIOLATION 3 : Failure to Provide Documents Upon Request 12 CFR 1005.11 ( d ) ( 1 ) Regulation E explicitly requires that upon consumer request, the financial institution provide copies of the documents it relied upon in its investigation. I have made this request on three separate occasions verbally on approximately XX/XX/XXXX, XX/XX/XXXX, and a subsequent call and have received no documents whatsoever. This repeated failure to comply with my documented requests constitutes a violation of 12 CFR 1005.11 ( d ) ( 1 ). VIOLATION 4 : Failure to Conduct a Reasonable Investigation 12 CFR 1005.11 ( c ) Regulation E requires that a financial institution conduct a reasonable investigation of a reported error. The fact that Chime closed my initial investigation before the deadline it had itself communicated, without providing any supporting evidence, and in the face of substantial corroborating evidence including XXXX 's own account freeze and closure due to fraud concerns raises serious questions about whether a reasonable investigation was conducted. A bona fide investigation would weigh third-party corroboration of fraud. VIOLATION 5 : Failure to Acknowledge Re-Filed Claim With Provisional Credit 12 CFR 1005.11 ( c ) ( 2 ) ( i ) Upon re-filing on XX/XX/year> with additional supporting documentation, a new 10-business-day provisional credit clock was triggered. More than 10 business days have now elapsed since that filing with no provisional credit issued, constituting an independent violation separate from the initial claim. IV. SUPPORTING EVIDENCE AVAILABLE - Written email from Chime referencing provisional credit and XX/XX/XXXX resolution deadline - Written denial email from Chime stating " no error occurred '' - Documentation of re-filed claim on XX/XX/year> with supporting materials - Evidence of XXXX account freeze and closure due to fraud concerns - Account statements showing 14 unauthorized transactions totaling {$18000.00} XXXX respectfully request that the CFPB investigate this matter and compel Chime to comply with its obligations under Regulation E. The amount at issue {$18000.00} represents a significant financial harm, and Chime 's repeated failure to provide documentation, provisional credit, or an adequate investigation has left me without recourse or transparency.

Company response to consumer: Closed with explanation