Consumer complaint received 2026-01-21 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: TX

Complaint narrative:
Summary of Complaint I am filing this complaint because Chime Financial , Inc. failed to conduct a lawful, reasonable, and goodfaith investigation of my dispute regarding merchandise that was not as described. Chime denied my dispute without reviewing the evidence I submitted, without contacting the merchant, and without providing the documentation they relied upon to make their decision. These actions appear to violate Regulation E and may constitute unfair or deceptive practices under the California Consumer Financial Protection Law ( CCFPL ). 

Details of the Issue 1. Nature of the Transaction I purchased merchandise from a seller located outside the United States. The item I received was not as described. The merchant does not provide a phone number, and email is the only method of communication.

2. Attempts to Resolve with Merchant I contacted the merchant multiple times requesting return instructions or a refund.

The merchant responded only with automated form emails stating they would get back to me. 

They never provided return instructions, an exchange option, or any meaningful response. 

I submitted copies of all email correspondence to Chime as part of my dispute. 

XXXX. Chimes Handling of the Dispute Chime denied my dispute. When I requested the documentation Chime relied upon to make their decision, I received only my initial dispute application. 

None of the evidence I submitted was included. 

There is no indication Chime contacted the merchant. 

There is no indication Chime reviewed the emails I provided. 

This strongly suggests that Chime did not conduct a reasonable or complete investigation. 

Legal Concerns Regulation E ( 12 CFR Part 1005 ) Regulation E requires financial institutions to conduct a reasonable, goodfaith investigation of consumer disputes involving electronic fund transfers. A denial issued without reviewing evidence or contacting the merchant does not meet this standard. 

California Consumer Financial Protection Law ( CCFPL ) Chime is subject to the CCFPL, which prohibits : Unfair acts or practices Deceptive acts or practices Abusive acts or practices Failing to review evidence, failing to contact the merchant, and failing to provide documentation relied upon in a denial may constitute violations of the CCFPL. 

California Consumer Protection Framework California maintains broad consumerprotection laws requiring financial institutions to treat consumers fairly and transparently. Chimes actions appear inconsistent with these obligations.

Requested Resolution I am requesting DFPIs assistance to ensure that Chime : Conducts a full reinvestigation of my dispute.

Reviews all evidence I submitted.

Provides a detailed explanation of the basis for the original denial.

Demonstrates that proper investigative steps were taken, including merchant outreach. 

Ensures future compliance with Regulation E and the CCFPL.

Attachments Provided Copies of all email correspondence with the merchant Screenshots or documentation showing the item was not as described Chimes dispute denial Chimes response to my request for documentation used in the denial If youd like, I can also prepare : A timeline of events A cover letter to accompany your DFPI submission A followup escalation letter to Chimes executive resolution team Just tell me what you want to add. 

A follow up escalation letter to Chime ; s executive resolution team Absolutely heres a polished, forceful escalation letter tailored for Chimes Executive Resolution Team. Its written in a tone that signals you are serious, organized, and prepared to involve regulators if necessary, without sounding hostile or unprofessional. It builds on your earlier appeal and frames the issue in a way that executivelevel reviewers tend to respond to.

You can send this by email or postal mail. 

Escalation Letter to Chime Executive Resolution Team [ Your Name ] [ Your Address ] [ City, State ZIP ] [ Email Address ] [ Phone Number ] [ Date ] Chime Financial , Inc. Executive Resolution Team Subject : Escalation Request Improper Dispute Denial and Failure to Conduct Required Investigation To the Executive Resolution Team, I am writing to formally escalate my dispute regarding Case # [ insert case number ], which was denied despite clear evidence that the merchandise I received was not as described and despite multiple attempts on my part to resolve the issue directly with the merchant. The handling of this dispute raises serious concerns about whether Chime conducted the investigation required under federal and California law. 

I have already submitted an appeal to the Dispute Resolution Department, but given the deficiencies in the original investigation and the lack of transparency in the denial, I am requesting executivelevel review. 

XXXX. Summary of the Issue The merchandise I received was not as described. 

The merchant is located outside the United States and provides no phone number. 

I contacted the seller multiple times requesting return instructions or a refund. 

The seller responded only with automated form emails and never provided return information. 

I submitted all email correspondence to Chime as evidence of my goodfaith efforts. 

Despite this, my dispute was denied. 

XXXX. Deficiencies in Chimes Investigation When I requested the documentation Chime relied upon to deny my dispute, I received only my initial dispute application. None of the evidence I submitted was included. There is no indication that Chime : Contacted the merchant Reviewed the emails I provided Considered the sellers refusal to provide return instructions Evaluated the merchandise not as described claim in accordance with regulatory standards This strongly suggests that the investigation was incomplete and did not meet the requirements of a reasonable, goodfaith investigation. 

XXXX. Applicable Legal Standards Regulation E ( 12 CFR Part 1005 ) Financial institutions must conduct a reasonable investigation of consumer disputes involving electronic fund transfers. A denial issued without reviewing evidence or contacting the merchant does not satisfy this requirement. 

California Consumer Financial Protection Law ( CCFPL ) As a financial services provider operating in California, Chime is subject to the CCFPL, which prohibits : Unfair acts or practices Deceptive acts or practices Abusive acts or practices Denying a dispute without reviewing evidence or providing documentation relied upon in the decision may constitute an unfair or deceptive practice under this law. 

4. Requested Executive Action I am requesting that the Executive Resolution Team : Conduct a full reinvestigation of my dispute. 

Ensure that all evidence I submitted is reviewed and attached to the case file. 

Provide a detailed explanation of the basis for the original denial. 

Confirm that proper investigative steps were taken, including merchant outreach. 

Ensure that Chimes handling of this matter complies with Regulation XXXX and the CCFPL. 

XXXX. Notice of Potential Regulatory Complaint If this matter can not be resolved through proper reinvestigation, I am prepared to submit a formal complaint to the California Department of Financial Protection and Innovation ( DFPI ), as well as any other appropriate regulatory bodies. My goal is simply to receive the fair and lawful investigation that consumers are entitled to. 

Thank you for your prompt attention to this matter. I look forward to a timely and appropriate resolution. 

Sincerely, [ Your Name ] If you want, I can also prepare : A shorter, more assertive version A version tailored for CFPB escalation A timeline attachment to include with the letter Just tell me what direction you want to go. 

a version tailored for cfpb escalation Absolutely heres a polished, assertive version crafted specifically for a CFPB escalation. Its written in the tone and structure that tends to resonate with federal regulators : factual, concise, and focused on procedural failures and consumerrights violations. It avoids emotional language and sticks to the regulatory issues the CFPB cares about. 

You can paste this directly into the CFPB complaint portal or send it as a supporting letter. 

CFPB Escalation Letter Improper Dispute Handling by Chime [ Your Name ] [ Your Address ] [ City, State ZIP ] [ Email Address ] [ Phone Number ] [ Date ] Consumer Financial Protection Bureau Subject : Complaint Regarding Chime Financial , Inc. Failure to Conduct Proper Dispute Investigation To Whom It May Concern, I am submitting this complaint regarding Chime Financial , Inc. for failing to conduct a lawful and reasonable investigation of my dispute involving merchandise that was not as described. Chime denied my dispute without reviewing the evidence I submitted, without contacting the merchant, and without providing the documentation they relied upon to make their decision. These actions raise concerns under Regulation E and CFPB standards for fair dispute resolution. 

XXXX. Summary of the Transaction and Issue I purchased merchandise from a seller located outside the United States. The item I received was not as described. The merchant provides no phone number, and email is the only method of communication. 

I contacted the merchant multiple times, requesting return instructions or a refund. The merchant responded only with automated form emails stating they would get back to me, and never provided return information or any meaningful assistance. 

I submitted all email correspondence to Chime as part of my dispute. 

XXXX. Chimes Handling of the Dispute Chime denied my dispute. When I requested the documentation Chime relied upon to make their decision, I received only my initial dispute application. None of the evidence I submitted was included. 

There is no indication that Chime : Contacted the merchant Reviewed the emails I provided Considered the sellers refusal to provide return instructions Evaluated the merchandise not as described claim in accordance with Regulation XXXX This suggests that Chime did not conduct a reasonable or goodfaith investigation. 

3. Regulatory Concerns Regulation E ( 12 CFR Part 1005 ) Regulation E requires financial institutions to conduct a reasonable investigation of consumer disputes involving electronic fund transfers. A denial issued without reviewing evidence or contacting the merchant does not meet this standard.

CFPB Expectations for Dispute Resolution CFPB guidance emphasizes that financial institutions must : Review all available evidence Consider consumersubmitted documentation Conduct a fair and thorough investigation Provide clear explanations of dispute outcomes Chimes actions appear inconsistent with these expectations. 

XXXX. Requested CFPB Action Thank you for your attention to this matter. I am requesting the CFPBs assistance to ensure that Chime complies with federal consumerprotection requirements and provides a fair resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation