Consumer complaint received 2024-11-11 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: KS

Complaint narrative:
On XX/XX/XXXX, I noticed an unauthorized transaction on my Chime checking account for {$150.00}. So I called chime support and spoke with agent. I filed a dispute supporting documents were sent inand they issued a temporary credit to my account of {$150.00} on XXXX of XXXX. I called Support again to see why {$150.00} came to my account so soon at that time I was also informed that there were other charges made to my account. I was informed that that XXXX other transaction had happened over the past XXXX months that were unauthorized by me by the same person using a third-party app XXXX XXXX  and was asked if I would like to file a dispute for these transactions also, I replied yes the total for these transactions was {$1800.00}. My claim was instantly denied within XXXX hours even though my claim for {$150.00} with only XXXX transaction remained open I thought it must have been a mistake call support they say that they do not know why it was denied so quick and that I could request a document as to why they made the decision they made so I request those documents XXXX days later those documents came in and the only documents they had was my intake form, so I asked if I could reopen the rebuttal considering that XXXX of the questions on the intake form were not the answer I gave the answers did not even match what I had said had happened and it was evident by the documents I sent in supporting my claim that those were not the answers I had given not sure if it was mistakenly written that way. She ended up asking me the questions again and I was able to open the rebuttal again. I had also contacted the merchant and other party and they had contacted their XXXX XXXX support team to let them know that the transactions were made by mistake and were not authorized by me they supposedly do that. The money was withdrawing from their bank account, but unfortunately, when you add money to XXXX XXXX  it always adds from the debit card linked to the account and not the bank account linked to the account couple months prior I had let him linked by a card to his account so he would be able to cash out some money from XXXX XXXX to my card and I could get that money to him when I spoke with him he mentioned that he did not realize that he was withdrawing from my account and not his bank account I sent screenshots of our messages and the messages between him and his XXXX XXXX support to along with the new intake questions for this new opened up rebuttal thinking that this would be accepted and approved XXXX weeks go by and no information from them so I call again and ask why it had taken so long as they said that they will relay this message to the investigation team later on that day I received an email denying my rebuttal again so I call the next day wondering why this had happened. They told me that I could ask again for these documents. I said yes I do want them. I then asked how long does it take to investigate a XXXX transaction claim for {$150.00} that was currently still open on my account and how they were investigating this XXXX transaction dispute so quickly and keep denying it XXXX days later I received an email stating that my {$150.00} transaction was approved. This brought some relief to me thinking that I could now ask them why they keep denying the XXXX transaction claim but they approved this XXXX transaction claim and both dispute claims were about the same merchant in the same issue the same person same situation so they contradicted their decisions. How can you approve {$150.00} transaction claim dispute but continue to deny the other dispute, which is the same. I would have filed this these disputes at the same time had I known about them when I filed the first dispute. I then XXXX days later received these documents only to find out that the information they sent me was again my intake form with the wrong answers even though I had redone it with a lady on the phone a week prior just frustrated me I called in and they told me theres nothing they can do That. I dont have new information and so therefore can not open up a rebuttal again I was angry after calming down I thought I could ask them for the documents that they use to approve my {$150.00} claim and they said they will send those to me through email a week later I received those documents and that day I called Time dispute team and told them I would like to open up a rebuttal again with new information. They asked me what new information I had. I told them that I had the documents that they use to approve my {$150.00} claim which was from the same merchant in the same situation, the same person that did that They then told me that my claim would be denied because I cant use documents that had already been used and seen by the team. I told them that they were documents from the other dispute and they did not want to let me do that hung up on me so I called back again And said talk to somebody else and even though they gave me attitude, they eventually let me open up a rebuttal again with these documents I figured this would be it that I would no longer have to call up here anymore that they would see that these are the same claim issue the same the same situation the same person same merchant And that they would approve this other claim for {$1800.00}. Days later, I received documents of why they denied my third claim rebuttal and again all day sent me w was that same intake questions form I called support again and told them that it is not fair that I can not change nothing on my intake form questionnaire, but they can continue to use it against me in their decision-making. I then spoke with a nice lady who told me that I could write out the questions myself and write the correct answers and submit that also as a document for them so that is the current situation. I am waiting to hear back from them, but Im hoping that I will get the correct outcome for this other dispute claim the same outcome they gave me for the {$150.00} claim that was the same merchant same person same situation. Please let me know if theres anything you guys are going to do to help the situation and if they respond with any thing for me, thank you.

Company response to consumer: Closed with explanation