Consumer complaint received 2024-03-18 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: VA

Complaint narrative:
On XX/XX/XXXX I began receiving unauthorized charges from the checking account I have with Chime from XXXX XXXX. Immediately, I checked to ensure that it was not one of my children using my phone and purchasing things without my permission despite safeguards previously in place. Also on XX/XX/XXXX, I began to receive messages from Chime on this inquiring about my authorization for these transactions each time answering no. Chime responded with the charges were being blocked. I attempted to keep my card locked in between each transaction to protect my account during this time. Once I determined it was not anyone within my household and the unauthorized charges were still attempting to come through, I filed an official dispute with Chime on XX/XX/XXXX via the app dispute option. After initiating this dispute, I received an incoming call from a Chime representative. The representative was able to see all of the fraudulent charges on my account from the XXXX transactions, even the pending charges, and initiated the dispute which I was able to see and track in my Chime app once initiated. There was a total of 19 transactions disputed. On XX/XX/XXXX at XXXXXXXX XXXX I received another text message from Chime asking if I had approved yet another of transaction of {$480.00} at XXXX. I replied no as I had for the previous inquiries. On XX/XX/XXXX, at XXXX, I received another follow-up call from the exact same Chime number ( XXXX ) XXXX inquiring about the transaction and confirming it was not me. I was not alarmed because of the previous breaches and a similar interaction. Moreover, the call came from the exact same number of ( XXXX ) XXXX the Chime representative previously called from and initiated the initial dispute which I could still track in the app. During that conversation with the Chime agent, they presented to be aware of the previous breech and disputes on my account, knew I already had a new card on the way and advised that they were actively intersecting new fraudulent charges. The individual then informed me that my savings account was being compromised and I needed to transfer my savings account to my checking account. I was informed that a fraudulent Pay Anyone transaction was being attempted and that I needed to click on the red dot in that application which was tilted with a dispute number the individual provided and I confirmed. I was advised selecting this disputed charge in that application it would decline that request. However, selecting the request resulted in money being transferred from account. Upon informing the rep of this, the individual reported that they would remain on the line until the funds regenerated in my account ; however, I was hung up on. Upon re-dialing Chime on the exact same number previously used for all Chime interactions, I was directed to a representative who indicated I had not spoken to a chime representative on XX/XX/XXXX alerting me of the potential scam. I was told that Chime would never reach out and call me which was not true because they had with the initial complaint which is on my phone record submitted to the company. I immediately filed a dispute which was subsequently denied. Despite each representative acting as if they were empathetic and acknowledging that the aforementioned was a known scam, four subsequent rebuttals have denied indicating no error occurred. Three of the for investigations were completed within hours. In requesting the documentation used for the denials, I received an intake report that labeled the incident as a scam ; however, lacked the specific details reported to include specifying the specific Chime information involved in the dispute such as the individual having knowledge of the previous breech and using the Chime member services number. This incident drained my account and based on the timeline of the scam and way it was performed, leads me to believe the company was involved especially since I have now found so many other similar disputes and Chime not returning customers monies. They also strongly deter you from speaking to a manager, as you practically have to beg and you are also informed that there is no cooperate office to contact in order to further dispute your investigation. The last manager I was able finally able to connect with, assured me reimbursement as he was aware no one would spend such a large amount of time advocating if there was indeed no error. However, I have received yet another denial, citing no error occurred and indication that my case is considered closed. I have filed a police report and was advised by the police to also report the incident to the FBI which I also plan to do. My concern and fear for myself and others going forward is the way the scam was initiated which would indicate a someone within the company was involved.

Company response to consumer: Closed with explanation