Consumer complaint received 2025-10-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: Chime Financial Inc
State: TX

Complaint narrative:
On XX/XX/XXXX, during a documented, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, {$1200.00} was stolen from my Chime account and sent via Pay Friends to XXXX XXXX without my authorization. I reported the unauthorized transaction immediately on XX/XX/XXXX, and provided a police report to Chime the same day. However, the initial report didn't specify XXXX XXXX XXXX. There was another transaction from a similar incident ( this happened to me twice in a week. ) Of {$2100.00} stolen from my ex boyfriend to XXXX XXXX. After XXXX denials, I uploaded the police report and this was properly refunded to me on XX/XX/XXXX. But, the {$1200.00} was still denied. 

Despite multiple reports and follow-ups, Chime has denied my dispute XXXX times. On Tuesday, XX/XX/XXXX - XXXX received the final police report with updated information. I uploaded this to chime immediately. My ex boyfriend was sentenced on XX/XX/XXXX, and is now in XXXX  Each denial has occurred without a proper investigation and without reviewing my updated police report that I uploaded multiple times and up to on XX/XX/XXXX. That updated report identifies the recipient and confirms this was theft tied to a XXXX XXXXXXXX case ( XXXXXXXX XXXX XXXX XXXX  # XXXX ). I even uploaded documentation about the XXXXXXXX XXXX XXXX 

On XX/XX/XXXX, at XXXX Chime sent me their investigation packet, which only included my old police report not the updated version. In XXXX I sent the initial police report + a lot of text messages. All of those were in the file. But, nothing I sent over last week was in the file.This confirms Chimes investigation was incomplete and unreasonable, violating federal consumer protection laws under Regulation XXXX ( XXXX XXXX XXXX ). 

Specifically : Chime failed to conduct a reasonable investigation as required by 1005.11 ( c ) ( 1 ).

Chime failed to reinvestigate upon receipt of new evidence under 1005.11 ( e ).

Chime has not provided a written explanation for denial despite multiple requests. 

I also have documentation showing that the evidence packet was handled by an employee named XXXX XXXX, who uploaded files on XX/XX/XXXX, but failed to include my newly submitted documents. 

I am requesting the CFPB require Chime to : Reopen and reinvestigate my claim using all evidence, including the updated police report. 

Refund the stolen {$1200.00} in compliance with Regulation E. 

Provide written confirmation explaining their denial reasoning and evidence reviewed. 

I have included my evidence and the evidence they provided in my case file. 
On October 14th, I spoke to a XXXX supervisor. I believe his name was XXXX. He sincerely apologized for this. I explained to him how traumatizing it is to keep calling about this and he stated there really is no reason this should be denied and he is requesting a FULL detailed explanation as to why it was denied. With that being said, he said call back in about XXXX business days when I receive that file. 

While he was fairly helpful and empathetic, this is inexcusable. I want this expediated and this has taken far to long to begin with. This is illegal.

Company response to consumer: Closed with explanation