Consumer complaint received 2023-06-03 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: FL

Complaint narrative:
XXXX XXXX of 2023, my family and I took a vacation to XXXX, Texas. Unfortunately, during an outing to the XXXX XXXX, my phone was stolen, leading to fraudulent charges made using various financial intermediaries which ultimately were funded directly from my Chime account, which is owned and operated by XXXX XXXX XXXX. We immediately contacted the local police and filed a report with the XXXX Police Department, which is attached for your reference. Upon contacting XXXX XXXX, they advised me to address the disputed charges originating from Chime 's account directly with Chime for a refund. I also had a separate dispute with XXXX XXXX for the same incident, and they have already refunded me for all the transactions. The relevant documents for the XXXX XXXX dispute are attached as well, showcasing the funds that were already in my XXXX XXXX account. 

Upon reaching out to Chime, they assisted me in starting a dispute for the transactions that originated from their account. The representative assured me that I would be able to go online and submit my supporting documents, and that I would receive a temporary credit. However, I immediately noticed that the section to upload documents in the Chime app was disabled. Concerned, I contacted Chime right away to express my worries, and they reassured me that I could email them the necessary documents and that the approved credit would be applied to my account shortly. I promptly submitted all the required documentation and waited for a response. 

Unfortunately, I eventually received an email stating that my claim had been denied as no error had occurred. This decision baffled me, as I had attached a police report, provided an affidavit, and had been refunded by other financial institutions. In response, I requested an appeal and asked for proof of the investigation, as is my right. However, I was informed that it would take 10 business days to receive the documentation. Despite my repeated inquiries, no proof was provided. The company is ignoring my requests, denying my claim without conducting a thorough investigation, and withholding the necessary evidence. It has been nearly two months, and I still have not received any documentation. I firmly believe that Chime immediately denied my claim, neglected to conduct a proper investigation, and lacks the necessary evidence. Their actions indicate a reluctance to take responsibility for the security of my account and the reimbursement of the funds. It is crucial to note that these funds were from my federal tax return, as evidenced by the attached pictures. 

Furthermore, I want to highlight that I have spent over 12 hours on the phone with various representatives, supervisors, and departments. These interactions involved prolonged periods of being put on hold for up to an hour and, on some occasions, being hung up on, exacerbating the frustration and difficulty of resolving this matter. Each time I was able to speak with them at length, they all assured me a provisional credited would be added to my account. It never did. 

Given these circumstances, I urgently request your assistance in contacting Chime to facilitate the prompt refund of my rightfully deserved money and to ensure that my account remains open. It is disheartening to learn that there are numerous complaints online regarding Chime 's repeated mishandling of similar cases, taking advantage of individuals who lack the resources to engage legal representation. Your intervention in this matter would be greatly appreciated

Company response to consumer: Closed with explanation