Consumer complaint received 2025-04-05 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: MT

Complaint narrative:
Recently my online accounts where accessed without my permission and several unauthorized charges where made via multiple banking accounts stored on my phone one of these accounts was Chime. I disputed the charges as unauthorized however not all transactions where included I called back to add remaining transactions and a few days later after speaking with Chime I noticed only one of the remaining transactions was added so I called back again this time to add the remaining transactions this time I also informed the representative that I believed it was a family member who made the charges however this was still theft and still unauthorized and fraudulent the rep advised me that he would not file the dispute because I was not allowed to dispute charges made by a family member. He said the other disputes would be denied as it unfortunately was not allowed. Confused I said okay and ended the call. This call is recorded by Chime and I encourage this call to be reviewed by the cfpb. I asked my attorney to clarify with me if this was accurate and he said it was not and I should not have been denied the opportunity to report or dispute the unauthorized charges. I called back to Chime and requested that all disputed transactions be included and to ensure that none are missed. At this point because of Chime neglecting to ensure all reported unauthorized charges where included in the first dispute and then later refusing to add the missed transactions 3 separate disputes where on my account. I received a determination on the second dispute that included only one transaction due to chime refusing to allow me to add the remaining transactions. The determination was that Chime investigated and found the transaction to be unauthorized they returned the money to my account stating this was there final determination. A week later I called Chime asking about the other unauthorized charges as they where made by the same person to the same merchant and where all unauthorized but due to Chime failing to include all transactions I disputed to them and their later refusing me to fix the error the completed investigation addressed only one of the transactions. I asked that Chime complete the others as they are all related and it would be appropriatethat if their investigation determined fraud that all related charges should be refunded right away. They advised me they would do so and I received a refund for XXXX however this was not the full amount I assumed I would continue to see the money returned to my account. However that same day after receiving the XXXX portion I received an email stating my dispute was denied and they would be taking back the XXXX. I called Chime frustrated and asked why after I requested to have the unauthorized activity addressed together as it should have been rather then waiting when Chime already completed an investigation and determined the activity was unauthorized and fraudulent and I was entitled to a chargeback where they now denying what they already made a final determination on? They had no explanation stating they apologize and they would escalate the issue to be corrected. I do not feel confident in the handling of this by Chime. The way this has been addressed has been very unprofessional and Chime seems to be very careless and negligent in their actions. I am requesting help to ensure Chime corrects their error and provides me with the remaining refunded amounts I am entitled to in a timely manner.

Company response to consumer: Closed with explanation