Consumer complaint received 2026-06-11 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: NY

Complaint narrative:
I am submitting this complaint because I believe Chime failed to properly investigate my dispute involving multiple unauthorized transactions. My original dispute, Claim # XXXX, was denied despite the fact that I reported the unauthorized transactions immediately after discovering them. I have since reopened the dispute and submitted additional supporting documentation, including a police report, because I do not believe the original investigation adequately considered the facts and evidence available. I have been a Chime customer for approximately XXXX years. During that time, I have never lost my card, never filed a fraud claim, and never experienced unauthorized activity on my account. I regularly monitor my account and keep my phone with me at all times. When I discovered the unauthorized transactions, I immediately reported them to Chime. Based on my account history and the circumstances surrounding these transactions, I expected a thorough investigation. Instead, my initial dispute was denied, despite the fact that I reported the activity as soon as I became aware of it. What concerns me most is that I have received fraud alert text messages from Chime in the past regarding suspicious or attempted activity. However, in this instance, I received no fraud alert or warning and only became aware of the unauthorized transactions by reviewing my account myself. Once discovered, I acted immediately and reported the activity. During the dispute process, I was instructed to contact the merchant. However, I never conducted business with this merchant, never authorized any transactions with them, and have no relationship with them whatsoever. I made every effort to locate the merchant, including searching for a website, phone number, business registration, social media accounts, or any legitimate online presence. I was unable to locate any information at all. There was simply no reasonable way for me to contact a merchant that I have never done business with and can not identify. After my original dispute was denied, I contacted Chime again and was instructed to file a police report and provide additional documentation. I followed those instructions immediately. I filed a police report and uploaded all supporting documentation available to me. My reopened dispute contains the same fraud claim along with additional evidence supporting my position that these transactions were unauthorized. I have done everything Chime has asked of me. I reported the fraud immediately, attempted to identify and contact the merchant, filed a police report, submitted supporting documentation, and fully cooperated throughout the process. As a customer of approximately XXXX years with no prior fraud claims, I am extremely disappointed that after my card was compromised and used without my authorization, my initial dispute was denied and I have been forced to continue fighting to have these transactions properly investigated. I am requesting a complete and thorough review of both my original claim, # XXXX, and my reopened dispute. I also request a detailed explanation of the evidence relied upon to conclude that these transactions were authorized. If the investigation confirms that the transactions were unauthorized, I request that my stolen funds be returned. I would appreciate a written response regarding this matter and ask that I be contacted directly concerning the status of the investigation. I am simply requesting a fair review of the facts, the evidence I have provided, and the protections that consumers are entitled to when reporting unauthorized transactions. Thank you for your time and attention.

Company response to consumer: Closed with explanation