Consumer complaint received 2026-02-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc
State: NH

Complaint narrative:
I have a Chime account and was recently prompted by Chime to upgrade by combining my Chime Checking Account and my Chime XXXX XXXX Account into XXXX account. This change was marketed as an upgrade with better benefits, including increased access to funds. At no time did Chime disclose that the combined account would still be treated as a XXXX XXXX account or that disputes for unauthorized transactions would not receive provisional credit. 

Had Chime clearly disclosed that this upgrade would reduce my protections under dispute resolution, I would never have agreed to it. My online account portal does not clearly identify the account as a XXXX XXXX account. 

On XX/XX/year>, while I was physically at my residence in XXXXXXXX XXXX XXXX, I received an alert that my account balance was negative. Upon reviewing my account, I discovered XXXX unauthorized ATM withdrawals made in XXXXXXXX XXXX at a XXXX ATM. I did not make these withdrawals and had my physical ATM card in my possession at the time. 

The unauthorized transactions were : XX/XX/year> at XXXX PM {$200.00} XX/XX/year> at XXXX PM {$200.00} XX/XX/year> at XXXX PM {$200.00} Total unauthorized withdrawals : {$610.00} Additionally, Chime charged XXXX out-of-network ATM fees of {$2.00}, totaling {$7.00}, for transactions I did not authorize. 

I immediately reported these transactions to Chime and disputed all three. I was told by a Chime representative that I would receive provisional credit during the investigation. 

On XX/XX/year>, I filed a police report with the XXXX Police Department. I uploaded the police report, case number, proof that I was home in XXXX at the time of the transactions, and XXXX receipts showing I was physically at my residence. 

Despite providing all documentation, Chime denied all three disputes without providing a written explanation. 

On XX/XX/year>, the investigating XXXX informed me there is an ongoing investigation involving ATM skimming devices capable of capturing both card and PIN information, and that subpoenas are being processed for ATM video footage. Chime was advised they could contact law enforcement directly. 

On XX/XX/year>, I contacted Chime again. The disputes were reopened. I asked why I was not receiving provisional credit and was transferred to a supervisor, who informed me for the first time that because my account is considered a XXXX XXXX account, Chime does not provide provisional credit for unauthorized transaction disputes. This policy was never disclosed during the upgrade process. 

I requested further escalation and was denied. 

I have attached my bank statement from XX/XX/year> and it clearly shows it is a checking account at the top nowhere does it say anything about a credit builder account. 

Chimes actions appear to violate Regulation E ( 12 CFR 1005 ) of the Electronic Fund Transfer Act, including but not limited to : Failure to provide provisional credit within XXXX business days as required under 12 CFR 1005.11 ( c ) ( XXXX ) for unauthorized electronic fund transfers. 
Failure to properly investigate unauthorized transactions after timely notice. 
Failure to provide written explanation of dispute denial as required by Regulation E. 
Misrepresentation and lack of clear disclosure regarding material changes to account terms, including reduced consumer protections. 
Unfair and deceptive acts or practices ( XXXX ) by marketing an account change as an upgrade while materially limiting dispute protections. 

I was financially harmed by fraud through no fault of my own and was denied the protections I reasonably expected under federal law. 

Police Report XXXX XXXX Police Department XXXX : ( XXXX ) XXXX XXXX : XXXX XXXX Email : XXXX Police Report Filed : XX/XX/year> Case Number : XXXX

Company response to consumer: Closed with explanation