Consumer complaint received 2026-01-28 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc
State: CO

Complaint narrative:
On XX/XX/XXXX i filed a fraud report over the phone with a chime agent. I was questioned to determine whether the account compromise and fraudulent transactions occured due to my cooperation being tricked or scammed or whether they occured entirely absent of my permission or awareness. The agent noted the account changes to email, phone number and password had all been changed and that the changes occured from a location far from my own on a different device on XX/XX/XXXX. With my credentials, security and settings compromised i remained unaware of the fraud until it was discovered as this accounts only purpose is to process paper check deposits and tax returns. The total fraudulent charges were {$480.00}. 
This was done on XX/XX/XXXX and XX/XX/XXXX : {$28.00}, {$120.00}, {$120.00}, {$100.00}, {$100.00}. A dispute against the unauthorized charges was made with the agent upon Identifying the above fraud ( XXXX pm XX/XX/XXXX claim number : XXXX ) Once the fraud was identified, reported and a dispute filed i was then placed with an account specialist to ensure my account information was accurate and secured with all elements of fraud reported. It should be noted here both agents confirmed my account takeover and that my biometric login through the app had bypassed the security changes. This happened while on the phone with the agent as i completed a password change with the agent on my XXXX  through XXXX but when i accessed the app with my face scan i was able to gain access without updating my login credentials. This directly contradicts their claim in their security faq stating account changes prompt all devices to relog in even biometric facescan. This is evidence supporting account take over my immediate reporting upon discovery constitutes immediate notification under federal law. Regulation E ( 12 cfr ss1005.6 ) limits my liability as the fraud was immediately reported. I excersised due diligence by immediately secureing my account, reporting the fraud and further securing my account with a specialist. I then filed a fraud report with the FTC : XXXX, a police report : XXXX ( case number issued XX/XX/XXXX by XXXX XXXX XXXX ) my prompt action protects me under XXXX  XXXX liability. In spite of the evidence submited my dispute was denied within XXXX hours ( claim denied XX/XX/XXXX ) which i believe is a failure to investigate fraud as the account take over was clearly recognized with a fraud agent and account specialist and went overlooked likely by an automated system. on XX/XX/XXXX i called and requested a reinvestigation due to new evidence that was not available during the initial 24hrs it was denied. My claim was reopened and XXXX the agent i filed my appeal with took my statement and verified my new evidence successfully submitted ( new evidence included a timeline, ftc report number and affidavit, police report and screen shot of account email change/ new device login showing the suspected start of the fraudsters account takeover. ( dispute appeal : XXXX. ) once again XXXX hours later my claim is denied again the email claiming " no error found '' XXXX agents confirmed account changes and unautorized access. The absurdly short investigation period in both instances utterly disreguard their own agents discoveries as well as the overwhelming evidence provided. I am requesting a formal review of chimes fraud reporting, i am also requesting chime submit all documentation used to dismiss the clear evidence. I review of chimes security in reguards to biometric logins bypassing security changes, a reinvestigation by a live agent into my dispute and resolution for the {$480.00} in fraudulent transactions. I submitted every piece of evidence available and swore my testimony into a legal document andi do not feel any of the evidence presented was investigated or even reviewed as shown by the abruptly short investgation period before being denied. I believe an automated system denied me because internal logs show my access to the account via app and mistakenly dismissed account take over in spite of the changes made to hide the fraud being identified. This lapse constitutes a failure to conduct a REASONABLE investigation into these unauthorzed transactions as required by the EFT act.

Company response to consumer: Closed with explanation