Consumer complaint received 2026-03-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Chime Financial Inc
State: MD

Complaint narrative:
XXXX XXXX CFPB Complaint Failure to Conduct Reasonable Investigation Under Regulation XXXX XXXX XXXX I am submitting this complaint regarding Chimes handling of an unauthorized electronic fund transfer and its apparent failure to conduct a reasonable investigation as required under the Electronic Fund Transfer Act and Regulation E ( 12 C.F.R. 1005 ). XXXX XXXX XXXX XXXX Unauthorized Transaction Transaction DateXXXX Transaction Time : XXXX XXXX Merchant : XXXX Item Description : XXXX XXXX XXXX gift card Amount : {$200.00} This transaction was not authorized by me. I do not purchase XXXX XXXX gift cards. My purchase history at XXXX consists of grocery delivery and household items only. I have retained documentation and receipts for all legitimate XXXX purchases I have personally made. The disputed transaction is materially different from my normal purchasing behavior. XXXX XXXX XXXX XXXX Additional Fraudulent Activity In addition to the completed unauthorized transaction, there were additional attempted transactions that further support that my account information was compromised XXXX XXXX XXXX XXXX XXXX {$100.00} transaction attempt on XX/XX/year> at XXXX XXXX XXXX XXXX, which was declined due to insufficient funds. XXXX XXXX XXXX XXXX {$25.00} transaction attempt on XX/XX/year> at XXXX XXXX XXXX XXXX which was declined because the incorrect XXXX code was entered. These attempts demonstrate unauthorized use and trial-and-error behavior consistent with fraudulent activity. XXXX XXXX XXXX XXXX Dispute Timeline I promptly notified Chime of the unauthorized transaction in compliance with Regulation E. Chime denied my dispute. The only documentation provided to me in support of the denial was XXXX XXXX My dispute log XXXX My transaction history I was not provided : XXXX Evidence demonstrating how the transaction was authenticated XXXX Device or IP address information ( if reviewed ) XXXX Documentation showing the basis for determining the transaction was authorized XXXX A detailed explanation of investigative steps taken Based on the information provided, it does not appear that a reasonable investigation was conducted as required under 12 C.F.R. 1005.11. XXXX XXXX XXXX XXXX No Prior Pattern of Disputes I have never previously filed a dispute with Chime for an unauthorized XXXX transaction. I have not filed repeated unauthorized transaction disputes with XXXX or any other merchant. This is an isolated incident. My account history reflects consistent, legitimate usage without any pattern of disputed transactions. XXXX XXXX XXXX XXXX XXXXXXXX XXXX Between XXXXXX/XX/year> and XX/XX/scrub>XXXX I contacted XXXX customer service on multiple occasions regarding this unauthorized XXXX gift card purchase. During those communications, several XXXX representatives informed me that : XXXX An internal investigation would be conducted. XXXX My funds would be recouped. XXXX I would be contacted within 10 business days from XX/XX/year> regarding the outcome. I relayed this information verbally to Chime. As of today XXXX XXXX Nothing has been settled with XXXX. XXXX I have not received follow-up communication from XXXX. XXXX I have not been reimbursed. XXXX XXXX XXXX XXXX Improper Request for Personal System Logs In my most recent communication with Chime, I was instructed to provide system logs from my personal computer. Under Regulation E ( 12 C.F.R. 1005.11 ), once a consumer provides notice of an unauthorized electronic fund transfer, the financial institution is responsible for conducting a reasonable investigation and determining whether an error occurred. Regulation E does not require a consumer to XXXX XXXX Conduct a XXXX investigation XXXX Provide personal device logs XXXX Prove how fraud occurred XXXX Identify the perpetrator The burden of investigation rests with the financial institution. # # Supporting Evidence Attached I have attached multiple pieces of supporting documentation, including : XXXX The email address to which the XXXX XXXX gift card was delivered. According to a XXXX search this email is involved in several similar scams ( XXXX ). XXXX Evidence of the additional declined {$100.00} and {$25.00} transaction attempts. XXXX Documentation reflecting the presence of XXXX XXXX- a remote monitoring software on my computer. XXXX Relevant XXXX XXXX log entries showing activity around the time of the unauthorized transaction. While I am not legally required to provide forensic evidence under Regulation XXXX, I am providing this information in good faith to demonstrate that the transaction was unauthorized. I am prepared to provide any additional documentation upon request including but not limited to previous XXXX purchases online. XXXX XXXX XXXX XXXX XXXX Representations Chime publicly advertises XXXX XXXX Liability and states that it follows Regulation XXXX protections for unauthorized transactions. Consumers reasonably rely on these representations. However XXXX XXXX My timely reported claim was denied. XXXX No substantive investigative findings were provided. XXXX I was instructed to provide personal forensic evidence. XXXX The transaction remains unreimbursed. This handling appears inconsistent with Regulation E requirements and Chimes public representations. Regulatory Basis Under : 12 C.F.R. 1005.6 Consumer liability for unauthorized transfers is limited when timely notice is provided. 12 C.F.R. 1005.11 Financial institutions must conduct a reasonable investigation and report the results to the consumer. Providing only a transaction history and dispute log does not demonstrate that a reasonable investigation occurred. I am prepared to provide any additional documentation upon request.

Company response to consumer: Closed with explanation