Consumer complaint received 2025-12-25 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: IN

Complaint narrative:
SUPPLEMENTAL CFPB COMPLAINT AGAINST CHIME # # CFPB Complaint # XXXX - ESCALATION & AMENDMENT -- - # # COMPLAINT SUMMARY This is a XXXX XXXX  supplemental complaint and escalation XXXX XXXX  of CFPB Complaint XXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX  filed on XX/XX/XXXX. 

XXXX XXXX  Updated Filing Date : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Issue : * * Chime has * * violated Regulation E * * by : 1. * * Refusing to issue provisional credit * * required by law for unauthorized charges XXXX. * * Failing to re-categorize * * a dispute despite overwhelming evidence of fraud XXXX. * * Obstructing consumer rights * * by not providing documents used in original denial XXXX. * * Withholding materials * * needed for consumer to appeal the improper denial XXXX. * * Unreasonable delays * * in dispute resolution beyond Regulation XXXX timelines * * Total Disputed Amount : * * {$1200.00} XXXX XXXX XXXX Original Dispute Case XXXX XXXX XXXX XXXX XXXX XXXX XXXX Original Denial Date : * * XX/XX/XXXX * * Reopened/Escalation Date : * * XX/XX/XXXX * * Current Status : * * Stalled - No resolution, no provisional credit, re-categorization not completed -- - # # TIMELINE OF VIOLATIONS | Date | Event | Violation XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX * * | Original dispute DENIED as " goods not received '' | Improper categorization | | * * XX/XX/XXXX * * | Customer reopens dispute with new merchant evidence | Proper escalation | | * * XX/XX/XXXX * * | Agent says re-categorization to " unauthorized/fraudulent '' within XXXX business days | False promise | | * * XX/XX/XXXX * * | No re-categorization completed ; no provisional credit issued | Regulation XXXX violation begins | | * * XX/XX/XXXX * * | Customer requests original denial documents ; Chime sends wrong documents | Obstruction of consumer rights | | * * Dec 20-24, 2025 * * | Chime refuses to provide original dispute decision documents | Document withholding | | * * XX/XX/XXXX * * | Still no provisional credit ; re-categorization incomplete 9 days after escalation | Regulation XXXX non-compliance | -- - # # VIOLATION XXXX : FAILURE TO ISSUE PROVISIONAL CREDIT # # # Legal Standard ( XXXX XXXX XXXX ) * * Regulation XXXX requires banks to issue provisional credit when : * * XXXX. XXXX reports unauthorized transfer XXXX. XXXX provides substantial evidence XXXX. Bank must complete investigation within XXXX business days * * OR * * issue provisional credit while investigating * * All three conditions are met in this case : * * - * * Consumer reported unauthorized charges : * * Dispute filed XX/XX/XXXX - * * Substantial evidence provided : * * Fortune Coins ' XX/XX/XXXX support email stating : - Account verification was REJECTED - Duplicate fraudulent accounts were DISCOVERED- All accounts were PERMANENTLY LOCKED - * * Bank has not complied : * * As of XX/XX/XXXX ( 9 days after dispute reopening ), NO provisional credit has been issued # # # Chime 's Violation Chime has * * violated XXXX XXXX XXXX ( c ) and ( d ) * * by : XXXX. * * Refusing to issue provisional credit * * despite substantial evidence of unauthorized charges XXXX. * * Failing to meet the XXXX deadline * * without issuing provisional credit XXXX. * * Not acknowledging customer requests * * for provisional credit status updates XXXX. * * Making agents tell customer * * to " wait for escalation '' without providing timeline # # # Impact on XXXX XXXX has been * * without access to {$1200.00} for XXXX days * * while Chime delays decision, violating federal consumer protection law. 

-- - # # VIOLATION XXXX : FAILURE TO RE-CATEGORIZE DESPITE UNDENIABLE EVIDENCE # # # What Happened * * Original Denial ( XX/XX/XXXX ) : * * - Dispute was categorized as * * '' goods not received '' * * - Merchant claimed XXXX coins were delivered ( true but fraudulent ) - Chime denied dispute on this weak category * * Reopening ( XX/XX/XXXX ) : * * - Customer provided XXXX XXXX ' official support email proving : - Account verification was REJECTED - Accounts were FRAUDULENT and LOCKED - Therefore charges are UNAUTHORIZED, not just " goods not received '' - Agent told customer : * * '' Re-categorization will happen in XXXX business days '' * * - Agent authorized escalation to disputes team * * Current Status ( XX/XX/XXXX ) : * * - * * 9 DAYS LATER : Re-categorization NOT completed * * - Dispute still shows original category or unclear status - Chime has made NO progress on promised escalation # # # Legal Violation * * XXXX XXXX XXXX ( a ) * * requires banks to * * conduct investigation of disputes properly * *, which includes : XXXX. Using correct categorization XXXX. Applying correct legal standards based on evidence XXXX. Not denying claims that should be categorized as " unauthorized '' Chime violated this by : - * * Refusing to recategorize * * despite merchant 's own admission of fraud - * * Delaying 9 days * * without progress - * * Providing no written explanation * * of why re-categorization hasn't happened # # # Why This Matters Under " goods not received, '' the bank can deny the claim. Under " unauthorized transaction, '' the bank * * must * * issue provisional credit and fully investigate. Chime 's refusal to categorize properly * * deprives consumer of legal protections * *. 

-- - # # VIOLATION XXXX : WITHHOLDING DECISION DOCUMENTS # # # What Consumer Requested On December 19-20, 2025, consumer asked Chime : XXXX " Please provide the documents that were used in the * * original dispute decision ( XX/XX/XXXX denial ) * *. I need to know what evidence was considered when Chime decided to deny my dispute. '' # # # What Chime Did Chime * * sent the wrong documents : * * - Sent documents uploaded on XX/XX/XXXX ( customer 's new evidence ) - * * DID NOT send * * the original dispute decision or analysis from XXXX - * * DID NOT provide * * the reasoning Chime used to deny on XX/XX/XXXX - Claimed they don't have those documents, or refused to provide them # # # Legal Violation * * XXXX XXXX XXXX ( b ) * * requires banks to * * provide consumers with written explanations * * of their dispute decisions, including : XXXX. The bank 's findings XXXX. The explanation of those findings XXXX. The basis for the decision When consumer asks for the original decision documents, Chime has a * * legal obligation to provide them * *. 

* * Chime violated this by : * * - Withholding original dispute decision documents- Sending irrelevant documents instead - Refusing to explain why XX/XX/XXXX denial was made - Obstructing consumer 's right to appeal # # # Why This Matters Without the original decision documents, consumer can not : - Challenge the reasoning - Appeal based on errors - Prove Chime failed to consider evidence - Build a case for regulatory action * * This is intentional obstruction of consumer rights. * * -- - # # VIOLATION XXXX : FAILURE TO RESPOND TO LEGITIMATE REQUESTS # # # Timeline of Ignored Requests | Date | Request | Response | | -- -- -- | -- -- -- -- -| -- -- -- -- -- | | XX/XX/XXXX | Provisional credit eligibility question | " Wait for escalation '' | | XX/XX/XXXX | Original dispute decision documents | Wrong documents sent | | XX/XX/XXXX | Provisional credit status update | No update provided | | XX/XX/XXXX | Re-categorization timeline | No response | | XX/XX/XXXX | Request for supervisor escalation | Delayed/no clear response | | XX/XX/XXXX | Follow-up on Regulation XXXX timeline | No resolution | # # # Legal Violation Banks must * * respond promptly and adequately * * to consumer dispute inquiries. Chime 's pattern of : - Non-responsive customer service - Vague escalation promises - Failure to document decisions - Refusal to acknowledge legal timelines ... violates * * XXXX XXXX XXXX * * ( prompt investigation ) and * * XXXX XXXX XXXX * * ( procedures for resolving disputes ). 

-- - # # EVIDENCE SUPPORTING THIS COMPLAINT # # # Evidence XXXX : Fortune Coins Support Email ( XX/XX/XXXX ) * * This proves charges are unauthorized : * * XXXX " Upon reviewing your account, we discovered numerous duplicate accounts under your name. We regret to inform you that we will no longer continue the account verification. We will now reject your account verification application. All accounts under your name have been permanently locked. '' * * This email proves : * * - Account verification was REJECTED - Duplicate FRAUDULENT accounts exist- ALL accounts PERMANENTLY LOCKED - Therefore NO legitimate transaction could occur * * Chime has seen this email. Chime can not deny that it proves fraud. * * # # # Evidence XXXX : Original Denial ( XX/XX/XXXX ) Screenshots show Chime * * explicitly denied * * the original dispute. 

This means Chime made a decision based on * * incomplete information * *, and consumer is entitled to : - Review of that decision - Reconsideration with new evidence - Re-categorization if new evidence changes the analysis # # # Evidence XXXX : Re-categorization Promise ( XX/XX/XXXX ) Agent explicitly stated : * * '' Re-categorization to unauthorized/fraudulent within XXXX business days '' * * As of XX/XX/XXXX, this promise has not been kept ( 9 days, not XXXX ). 

# # # Evidence XXXX : Document Withholding Chime 's failure to provide original dispute decision documents violates consumer 's right to : - Appeal decisions- Challenge reasoning - Build regulatory complaints -- - # # SPECIFIC REGULATION XXXX VIOLATIONS # # # Violation A : XXXX XXXX XXXX ( c ) - Provisional Credit > " If the financial institution determines, after an investigation, that a transfer initiated by a consumer was not authorized, the financial institution shall reverse the transfer and credit the consumer 's account ... '' * * Chime has determined * * ( through re-categorization to " unauthorized '' ) that the transfer was not authorized. 

* * Therefore, Chime MUST provide provisional credit. * * * * Chime has FAILED to comply. * * -- - # # # Violation B : XXXX XXXX XXXX ( d ) - Provisional Credit Timeline > " The financial institution shall provide the provisional credit within XXXX business day of learning of facts warranting credit, if the financial institution has reason to believe that the consumer 's account will be subject to further unauthorized transfers ... '' * * Facts warranting credit were provided on XX/XX/XXXX * * ( XXXX XXXX email proving fraud ). 

* * Timeline : Within XXXX business day = by XX/XX/XXXX * * * * As of XX/XX/XXXX, credit has not been provided = VIOLATION * * -- - # # # Violation C : XXXX XXXX XXXX ( a ) - Investigation > " The financial institution shall investigate the claim of an unauthorized transfer ... '' * * Proper investigation requires : * * XXXX. Accepting the claim ( done ) XXXX. Gathering evidence ( done by consumer ) XXXX. * * Proper categorization ( NOT done - still incomplete after 9 days ) * * XXXX. * * Issuing provisional credit ( NOT done- violates timeline ) * * XXXX. * * Completing investigation ( NOT done - stalled ) * * * * Chime has failed multiple investigation requirements. * * -- - # # # Violation D : XXXX XXXX XXXX ( b ) - Written Explanation > " The financial institution shall furnish a written explanation of the financial institution 's findings ... '' * * Customer requested the findings from original XX/XX/XXXX decision. * * * * Chime refused to provide them or sent irrelevant documents. * * * * VIOLATION : Failure to provide written explanation or decision documents. * * -- - # # REGULATORY HISTORY OF CHIME This is not an isolated incident. * * Chime has a documented history of Regulation XXXX violations : * * - * * XX/XX/XXXX : * * CFPB took enforcement action against Chime for * * '' illegally delaying consumer refunds '' * * under Regulation XXXX - * * XX/XX/XXXX : * * Hundreds of Chime customers filed CFPB complaints over account lockouts and delayed disputes - * * XX/XX/XXXX : * * California fined Chime {$2.00} XXXX for customer service failures * * Pattern : * * Chime systematically delays disputes and refuses provisional credit. 

-- - # # REQUESTED ACTION FROM CFPB # # # Immediate Actions Required XXXX. * * Demand Chime issue provisional credit of {$1200.00} immediately * * under Regulation XXXX XXXX CFR XXXX ( c ) XXXX. * * Demand Chime recategorize dispute as " unauthorized/fraudulent transaction '' * * based on XXXX XXXX XXXX XXXX admission of account fraud XXXX. * * Demand Chime provide original XX/XX/XXXX dispute decision documents * * and written explanation of reasoning XXXX. * * Demand Chime investigate and resolve dispute within XXXX business days * * of this complaint or issue final credit # # # Enforcement Actions XXXX. * * Investigate Chime 's systematic Regulation XXXX violations * * ( delay of provisional credit, improper denial categories ) XXXX XXXX XXXX Issue enforcement action * * similar to XX/XX/XXXX action regarding " illegal delays '' of refunds XXXX. * * Require Chime to : * * - Implement provisional credit procedures that meet Regulation XXXX timelines- Train staff on correct dispute categorization - Audit all pending disputes for compliance - Provide compensation for consumer delays and violations XXXX. * * Monitor Chime 's dispute handling * * for pattern of violations -- - # # SUPPORTING DOCUMENTATION * * Attached to this complaint : * * - [ ] Fortune Coins support email ( XX/XX/XXXX ) - PRIMARY EVIDENCE - [ ] Screenshots of original dispute denial ( XX/XX/XXXX ) - [ ] Screenshots of re-opening and escalation ( XX/XX/XXXX ) - [ ] Screenshots of agent 's promise of XXXX re-categorization - [ ] Screenshots showing no provisional credit posted ( XX/XX/XXXX ) - [ ] Proof of request for original decision documents- [ ] Proof of non-responsive customer service - [ ] All transaction confirmations and communications with Chime - [ ] Bank statements showing charges and no refunds - [ ] Documentation of Regulation XXXX timeline violations -- - # # STATEMENT OF FACTS XXXX. * * XXXX had legitimate unauthorized charges * * from a merchant that admitted account fraud in writing XXXX. * * Original dispute was denied improperly * * under " goods not received '' category instead of " unauthorized '' XXXX. * * XXXX provided overwhelming evidence * * ( merchant 's own support email ) proving fraud and account compromise XXXX. * * Chime promised re-categorization within XXXX business days * * ( XXXX XXXX ) XXXX. * * Chime failed to re-categorize, issue provisional credit, or provide promised documents * * XXXX. * * As of XX/XX/XXXX, Chime remains in violation * * of Regulation XXXX requirements XXXX. * * Consumer is entitled to : * * - Provisional credit of {$1200.00} - Proper dispute categorization - Complete investigation - Final resolution within legal timeframe - Written explanation of decisions -XXXX XXXX XXXX XXXX XXXX CONTACT INFORMATION * * Name : * * XXXX XXXX * * Email : * * XXXX * * Phone : * * XXXX * * Address : * * XXXX XXXX XXXX, XXXX, Indiana XXXX * * Original CFPB Complaint : * * # XXXX * * Chime Dispute Case : * * # XXXX -- - # # REQUEST FOR CFPB RESPONSE XXXX. Acknowledge receipt of supplemental complaint within 15 days XXXX. Initiate investigation into Chime 's Regulation XXXX violations XXXX. Demand Chime 's compliance within 15 days XXXX. Issue enforcement action if Chime does not comply XXXX. Provide consumer with status updates -- - * * This supplemental complaint documents systematic violations of federal consumer protection law and requests immediate CFPB enforcement action. XXXX XXXX XXXX XXXX - Reference original complaint # XXXX

Company response to consumer: Closed with explanation