Consumer complaint received 2025-07-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Chime Financial Inc
State: FL

Complaint narrative:
What happened : I am filing a formal complaint against Chime Financial for improperly denying my fraud claim related to unauthorized transactions totaling {$1300.00}. The transactions occurred on XX/XX/year> from XXXX to XXXX XXXX, and I took immediate action by freezing and canceling my card within minutes of the charges. The evidence I provided to Chime included : - A formal police report - Screenshots of my actual location at the time of the transactions - A timeline and explanation of events Here is the timeline : - Around XXXX XXXX. I began to see notifications on my phone about transactions occurring at a XXXX that was miles away. As immediately as possible ( in less than 3 minutes of the first notification ) I froze my card. 
- At this point, three transactions had happened. XXXX ) {$370.00} XXXX XXXX XXXX, XXXX ) {$510.00} XXXX XXXX XXXX XXXXXXXX, and XXXX ) {$500.00} XXXX XXXX XXXX. All of the transactions were of gift cards by the two suspects. The store did not require identification despite a strong suspicion of fraud ( as per their witness account ). 
- The suspects tried to use the cards at a neighboring store, XXXX, but could not because the card was frozen. I drove to the XXXX in an attempt to intervene, but the suspects had already fled. 
- About 30 minutes after the initial transactions, now approximately XXXX XXXX, I called Chime Customer Support to cancel my card and report the unauthorized transactions. 
- Approximately 20 minutes later, XXXX XXXX, I began speaking with a XXXX XXXX ( XXXX. XXXX ) who took my full statement. The police report contains information about another victim who's car was also broken into at the same time by the same suspects. The report collected our information and account of what happened, as well as witness testimony from the store clerk who provided a physical description of the suspects. 

Despite all of this, Chime denied my claim. Their response was vague and generic, stating only that " no billing error occurred '' and that they reviewed internal data such as transaction processing details, login/authentication history, fraud alert responses, etc. However, they provided no specific explanation of their findings, no details refuting my evidence, and no documentation used in their investigation. 

When I requested further explanation and the supporting documentation, Chime refused to provide it. This is a violation of Regulation E ( 12 CFR 1005.11 ( d ) ), which requires that, if a claim is denied, the financial institution must provide : A written explanation of the findings, and the documentation used in the investigation, if requested by the consumer I never authorized these transactions. My evidence clearly shows that I was not present at the location where the transactions occurred. The denial appears to be based on internal assumptions without consideration of my submitted evidence, and Chime has not fulfilled their legal obligation to justify their denial. 

Additionally, when I attempted to escalate through Chimes support team, I was continually deflected and given no path to resolution. Emails to support bounced back, and the only documentation I received was a one-page, generic summary listing the categories of data they supposedly reviewed. This is not adequate under federal law. 

Also, I have since discovered that Chime 's Dispute Intake Form only lists two of the three fraudulent transactions I reported. I believe this may be a clerical error that resulted in an incomplete investigation and improper denial. Despite clearly reporting all three transactions, Chime may not have reviewed the full scope of the claim. 

Thank you for your consideration,

Company response to consumer: Closed with monetary relief