Consumer complaint received 2023-10-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Chime Financial Inc
State: AZ

Complaint narrative:
When I first moved into my apt in late XXXX of this year I got robbed for most of my possessions. My phone was one of the items stolen. My bank account is with chime bank and to operate an account with them one has to have a phone and you manage your account with your phone through their app. Im a veteran and my only money is from my XXXX check I get each month. It was direct deposited. I dont have a debit card for chime. What I would do is send money from my chime account to my XXXX account when I got paid. The ppl who stole my things attempted to access my account but were not able to. But because of whatever they were doing or attempting, chime suspended my account. The department of veterans affairs is who sends me my money monthly. They dont send money to suspended accounts. So they attempted to issue paper checks to me. I got one of them but after that I was unable to get my funds because the address they were mailing it to was my old address ( us vets ) and someone there did a return to sender which made things very difficult for me. What ensued was nothing short of terrible for me and I ended up not getting my monthly funds for three months and some change. Without a car and my phone I had been utterly stranded. I have no friends or family where I live. I went to the VA and changed my address they had on file for me to my current address. I also unsuspended my account over the phone with chime and then had the VA ppl change it back to direct deposit. To complicate things, when ppl would send me mail XXXX wouldnt receive the mail. The post office would show mail was delivered here but it wouldnt be in my box. Essentially someone here at my apt was apparently taking my mail. The property manager and his wife are the only ones who had access to all tenants mail, as they get a bundle from the mailman and then put tenants mail in the tenants box themselves. So about 2 weeks ago my parents visited me from California and helped me get a phone and a ride to the VA to see what was up with my account. The VA ppl showed me that my account with chime had been getting my last 3 deposits that I hadnt yet received. It took a few days after getting a new phone and setting up new passwords and emails to access my chime account through the app. When I finally got access my heart sank. The bank account, which was supposed to have approximately {$13000.00} was drained by some ppl who had somehow hacked my account. On around XX/XX/XXXX till sometime in early XXXX, these hackers did approx 19-20 unauthorized illegal transfers to themselves and their friends and another bank. I have been sick to my stomach. I immediately called chime to report this fraud. I also made a police report as they suggested. Chime said they would issue a temporary credit within 10 business days. I was unhappy about that but I agreed. I never had any doubt about getting my money back because it was stolen online by hackers. Chime denied my claim. I asked for reasons and to speak with those who did the investigation. They refused to let me. I appealed the decision and it was again denied. Im absolutely devastated. I have no money and no hope. I owe back rent and child support for 3-4 months for each not to mention other bills. Im gon na get evicted and disciplined by the courts for lack of payment. I absolutely need the money that was stolen. My life is so screwed because of this and chime doesnt care and wont repay me. Im so sad and upset. I dont know what to do. I need immediate help from somebody ; anybody who can see this for what it is : an online theft of my bank account through some hacking or something. I really have no idea how these hackers got in because it was so hard for me to get access. I never gave anyone access or authorization or any data for my account. Chime has left me broke and depressed and really hopeless. I desperately need help from you guys. Please please help me with this problem that has destroyed my life.

Company response to consumer: Closed with monetary relief