Consumer complaint received 2025-06-19 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: CT

Complaint narrative:
DETAILED COMPLAINT : On Friday, XX/XX/year>, I discovered an unauthorized transaction of {$1000.00} debited from my Chime bank account. I immediately contacted Chime to report this fraudulent charge and request a dispute investigation. 
XXXX of Events : XX/XX/year> : I contacted Chime to dispute the unauthorized {$1000.00} transaction. A representative informed me that a dispute had been opened and an investigation would be conducted. 
XX/XX/year> ( less than XXXX hours later ) : Chime denied my first dispute claim and closed the case without providing adequate explanation or conducting a thorough investigation. 
Second Dispute Attempt : I contacted Chime again to question why my claim was denied. No representative could provide a satisfactory explanation for the denial. They opened a second dispute and requested additional documentation from me, which I promptly uploaded as requested. 
Second Denial ( less than XXXX hours later ) : Despite providing the requested documentation, Chime denied my second dispute claim within less than XXXX hours. 
Monday, XX/XX/year> : I spent over XXXX hours on the phone with Chime, being transferred between multiple departments. During this call : XXXX representative confirmed they could see that the disputed transaction was NOT verified by a security code Another representative stated I was eligible for a provisional credit When I requested to speak with the investigation department to understand how they could deny my claim so quickly without proper verification, I was told that department does not accept phone calls VIOLATIONS AND CONCERNS : XXXX. Inadequate Investigation Period : Both disputes were denied in less than XXXX hours, which does not allow sufficient time for a proper investigation as required under the Electronic Fund Transfer Act ( EFTA ) and Regulation E.

2. Failure to Provide Provisional Credit : Despite being told I was eligible for provisional credit and having a
n unverified transaction, Chime failed to provide temporary credit as required under federal regulations.

3. Lack of Transparency : Chime 's investigation department refuses to communicate with customers, preventing me from understanding their decision-making process or providing additional relevant information.

4. Inconsistent Information : Different representatives provided conflicting information about my eligibility and the status of my dispute.

5. Inadequate Customer Service : The repeated transfers and inability to get clear answers violates consumer protection standards. 
IMPACT ON MY LIFE : This situation has caused me significant financial and emotional distress. I am a single mother of three school-age children and have been previously diagnosed with XXXX XXXX, XXXX, and XXXX. The stress of this unresolved fraudulent charge and Chime 's poor handling of my dispute has exacerbated my mental health conditions and made me XXXX XXXX. The unauthorized removal of {$1000.00} from my account has created substantial financial hardship for my family. 

I have documentation supporting my claims and am prepared to provide any additional information needed for your investigation. I have attempted to resolve this matter directly with Chime but have been met with inadequate service and apparent violations of federal banking regulations. 

Thank you for your attention to this serious matter. I look forward to your prompt response and assistance in resolving this dispute.

Company response to consumer: Closed with explanation