Consumer complaint received 2024-08-19 00:00:00
Product: Debt or credit management — Mortgage modification or foreclosure avoidance
Issue: Unauthorized withdrawals or charges — 
Company: Chime Financial Inc
State: WA

Complaint narrative:
There was unrecognized charge on my Debit card, these charges were made in XX/XX/XXXX and XX/XX/XXXX of XXXX. Total amount of fraudulent charges was {$930.00}. 
99 % of these charged are from XXXX XXXX  and only XXXX charge from XXXX XXXX. 
I called in XX/XX/XXXX to report the fraudulent and provide as much detail as I can to the representative of Chime Bank. I told him my phone was lost and return by police officer, and I lost my Chime Bank card at an ATM at XXXX on XXXX XXXX etc. 2 days later I received a rejection letter from Chime said that they will close the case. I was confused why it got close so I called Chime to get the reason why my case was close but the Chime Dispute representative did not gave me the reason instead he told me he can open a rebuttals so that I can provide more information for the claim. The representative also told me it would be helpful if I can upload my works schedule to show proof where I was at during the time the Fraudulent purchases was made and he said he would help me win the case. I also asked him again what was the information on why Chime denied my claim before we ended the call but the Chime Representative said we can not give you that info because we need to use it to compare to the information that youll be uploading. 
So chime didnt give me the detail about the denied claim and they opened the claim again so I can add more information for the rebuttal. I spent sometimes doing research about these fraud charge on my Chime bank and learn that the XXXX transaction is from XXXX XXXX  which can only be made on XXXX  device and I only use XXXX and all of my frequent XXXX purchase in my Chime bank should explained that. So for them to denied all of the XXXX XXXX  charge transaction that were made from an XXXX  device which there has never been a single XXXX  transaction from my chime since I started banking with chime is crazy to me. They couldve track down the XXXX device that was use to make all of these purchase and it would prove that I did not make any of these purchase at all. And also my Debit card also wasnt on me since I lost it, XXXX payment that was charge on my debit card after those fraudulent charge were on an online website that my Chime debit card already linked to and XXXX was at XXXX which I use XXXX way so I just scan the chime debit card on my XXXX wallet on my XXXX to pay for grocery. Because of that I didnt know that I dont have my physical card in my possession because I didnt need it. 
So after I gathered all of the information I needed and get a copy of my work schedule on what I was doing during the time these fraudulent purchases happened. I took screen shot of my work scheduled to show exactly where I was at and what I was doing during the time the charge were made, I show the proof of I was driving for XXXX driving a passenger at the time that the XXXX and XXXX XXXX  purchased was made on my Chime Debit Card. I also wrote paragraphs to explained everything and took screenshots of it and uploaded everything, my work schedule, where I was at and all the other important information on my Chime rebuttal claim case. And today after waiting for close to XXXX weeks XX/XX/XXXX, at XXXX I received another denied letter from Chime. I was confused and hurt because I show proof of everything but chime still denied my claim. 

I can not upload the picture of my schedule on here but I can share what I wrote to chime. 

As Ive mentioned Ive lost my phone and was returned to me from a police officer and I did lost my debit card at XXXX located at XXXX XXXX XXXX # XXXX. I did some research on the fraudulent charges on my debits card and found out that those XXXX  charges can only be made on XXXX  devices. I had never owned an XXXX  phone the only device I used is XXXX product and my XXXX  purchase confirmed that, but there has never been any purchase thats made on android from my account also the same for XXXX. I never received any notification when these charge were made and I was also working during that time which I will upload my works schedule to prove. I really enjoyed banking with Chime and love the customer service, I would love to recommend more people that I know to use Chime, but now I feels like Chime is not helping me to protect my fund is hard for me to share any good experiences about Chime to others and questioning if I trust Chime with my Fund. I really hope you guys can help me solve this issue so I can gained confidence again banking with Chime. If not, then I will have to filed a report on Consumer Finance Protection Bureau and move on from Chime. Thanks The last time that I physically used my card was XX/XX/XXXX for {$10.00} XXXX XXXX XXXX. 
Everything else up until XX/XX/XXXX, all of the grocery, online services, etc charge were made through my phone as XXXX XXXX or card already link to my online account so I dont need my physical card to make those payment. I did not know, did not check my account to see anything weird was going and since I mostly use XXXX  wallet as XXXX  XXXX  and my card already link to some important online service so I wasnt using my char physically to know if my card was with me or not. 

These at the XXXX paragraph that I sent to chime and screenshot of my proof of where I was at, my work etc. Yet they still denied everything and doesnt provide any information on why they declined it. 

And XXXX last thing, I had deposited over XXXX $ in my chime Bank and I havent received anything that Chime was advertised about all the bonus money that I would get for deposit over XXXX XXXX 
If thing doesnt resolved after this I will happily share my experienced of banking with chime online to others so it will help peoples reconsider their decision before banking with Chime. I hope Chime doesnt let me down.

Company response to consumer: Closed with explanation