Consumer complaint received 2024-02-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: PA

Complaint narrative:
XX/XX/XXXX, I wanted to do a {$5000.00} transfer from my Chime checking account to my daughters XXXX XXXX XXXX XXXX account. So I went to the local XXXX XXXX XXXX branch to make sure she would be able to withdraw this amount which they then told me she will be able to withdrawal this amount but I had to make sure the money would be sent instantly over as some transfers take 3-4 business days. So I XXXX  Chime customer service and found a number that said helpline XXXX. I called this number and someone answered stating they were Chime customer service and how could they help me. I then explained that I needed an instant transfer but after this the call got disconnected and she called me back from another number XXXX. She said we got disconnected how can she further assist me. Again I explained my situation and she informed me she can help if we updated my account. So after this she sent me a link ( XXXX XXXX XXXX  ) she told me to click it and an app called XXXX XXXX XXXX XXXX XXXX and she told me to download it. From there she told me to go to my chime app where she said to turn my transactions off. She asked to confirm the amounts in my checking account, savings account and spot me for security purposes. After this I started to question what was going on which she then informed me she was Chime customer support and only trying to help me so I continued. This lady guided me to the pay anyone tab where she said she texted me a code to put in the search bar ( XXXX ). She told me to put in the notes section increase limit XXXX and in the money section XXXX. After this I realized money was sent and I asked her again what was going on. I was confused on where this money had went when I was informed no money from my account would be touched. This lady said that the money was in a safe account until after the update was completed and then I would see all funds back in my balance. She then told me to click on the pay anyone tab again with a different code ( XXXX ). Again, increase limit XXXX and in the money section XXXX. I continued asking where was the money being sent to and if this was a scam which she repeatedly insured me that she was Chime customer support and I had to finish this update on my account in order to see funds to do the instant transfer. She told me she was transferring me to someone higher to finish this update where I was then met with a guy. He greeted me as Chime customer support. I dont know when or how did they realize I had a XXXX XXXX but he brought up cXXXX XXXX  and told me to link my Chime there and add cash. I was being very skeptical about this and resisted to continue but by this point they have taken {$5000.00} from my account. I asked for my money back and said I didnt want to finish this but the guy told me the server could not transfer funds until after I finished the update. He gave me some type of bank information to attach to my XXXX XXXX  where he told me to cash out and instantly deposited which was {$2600.00}. ( XXXX ) is another code sent to my mobile phone. After this he told me to wait while the update is finishing but he never returned. I didnt completely realize this was a scam and NOT Chime customer support until this point. I quickly started looking for another number to Chime customer service where I found another number and contacted my bank. As things were still pending I requested a dispute and I explained everything on how they were impersonating Chime customer support and took {$7600.00} out of my bank account. There were no security checks on these large transfers and the transactions were off so the reason as to why they even went through is ridiculous. These numbers that I thought were codes are connected to Chime bank. I gave them 2-3 days to respond to my dispute and do investigations, I assisted with as much information as possible and was later denied on all 3 disputes. These emails all stated Based on our investigation, we have concluded no error occurred. Therefore, no funds will be credited to your account and this claim is considered closed. When I called back the real Chime customer service line to get further information on this, I spoke to an agent and said I wanted to speak with someone in higher authority to discuss my dispute which I was then denied this access and was told my claim was denied because of lack of evidence. This is a lot of money lost and I have given all the information I have for this case, I believe there is something bigger here as these safe accounts my money was transferred to is also connected to Chime bank. All transactions were present and could be seen by the representative as well. XXXX XXXX has denied my dispute as well, I dont know exactly where to go from here but I lost {$7600.00} and I will not be letting this go easily. I was manipulated into believing I was talking to a representative for Chime bank and I was watched by these scammers as all the money in my account was stolen from me.

Company response to consumer: Closed with explanation