Consumer complaint received 2026-03-01 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: OH

Complaint narrative:
Around XX/XX/year>, I began getting these alerts from Chime saying my card declined several times due to possible fraud. I called chime as soon as I got the texts and there was someone trying to charge XXXX on XXXX several times. When I first called the customer service was very nice and gave me the money back right away and that was that. Then I noticed I was getting alerts again for a different amount, so I called again. This time customer service would not give me the money back but did open a case the amounts this time were XXXX, XXXX and XXXX. These were all made within minutes of each other on XXXX. Customer service was did not care that I had explained what happened the day before. I questioned why I got the previous money back and now I have to fight for this. They had no answers. They did show me how to lock my card in the app Which I did and only unlocked to use it then locked again. My investigations all got denied and every time I asked for an explanation they said they would e-mail me it. I asked for proof because XXXX customer service rep told me it was my physical card being used. I had my card with me on my person at all times and did not share any pins. This is the list of items they asked me for ; They me to go to the store and get a list of transactions from the store. ( I did this it was pointless because they couldn't pull anything up from XXXX ), they asked me to contact XXXX ( which I did in fact a representative waited on XXXX way with me and chime to confirm I did not make the purchases, there were no order numbers nothing. We waited on hold XXXX hours and then the rep stated her XXXX said she can not wait any longer and I had to disconnect ) I had a notarized letter I believe even drawn up. I scoured all resources spending countless hours and almost losing my job doing their investigation. When I disconnected I called back a few hours later to chime and they refused to get on XXXX way with me and XXXX saying they just needed the letter and they can refund. They did not This has now gone on for months. I did in all this mess cancel the card and get a new one. This was all so stressful and during the holidays I was out almost XXXX. I asked for camera footage it was me charging in person but it wasn't provided because it was done through walmart.com I asked for people the XXXX have talk to at XXXX got no evidence because they never contacted XXXX. I found out the only thing they went on was the fact that I had my card on my person and did not share my pin. I explained to them are you aware that there are devices that can see through purses to get your credit card numbers and swiper devices. They also went by a few previous XXXX XXXX purchases I made which were before all that stuff happened and were already delivered to me and totally different amounts. I pointed out several times these were al done within minutes of me. I believe there was like XXXX investigations opened and denied each and every time with them only saying they used my previous purchases and some of the transcripts from the calls. It got to a point I was crying on the phone with them because My husband is XXXX and I am the main breadwinner. I had fell behind on several bills because I was missing this money and to this day am still missing the money. I am providing my proof of items I sent them and the transcript they sent me.

Company response to consumer: Closed with explanation