Consumer complaint received 2025-12-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Chime Financial Inc
State: IN

Complaint narrative:
# # COMPLAINT FORM - COMPLETE ANSWERS # # # * * Question 1 : Have you already tried to fix this problem with the company? * * * * Answer : YES * * * * Detailed Response to Include : * * " Yes, I have attempted multiple remedies with both Chime and XXXX XXXX : * * Attempts with XXXX XXXX ( The Merchant ) : * * - Contacted XXXX XXXX support team regarding unauthorized duplicate accounts - Received official response ( XX/XX/year> ) confirming account verification rejection and permanent account lock - Requested refunds for fraudulent charges - No satisfactory resolution provided by merchant * * Attempts with Chime ( The Financial Institution ) : * * - Filed initial dispute in XX/XX/year> - Chime DENIED the dispute on XX/XX/year> - Immediately re-filed with complete documentation as Dispute # XXXX on XX/XX/year> - Currently in active investigation ( status : In Progress ) - Uploaded XXXX files of supporting documentation The merchant has not provided refunds, and Chime 's initial response was denial. I am now in the rebuttal and appeal process with Chime. '' * * * # # # * * Question 2 : Did you request information from the company? * * * * Answer : YES * * * * Detailed Response to Include : * * " Yes, I specifically requested the following information from both XXXX XXXX and Chime : * * From XXXX XXXX ( Merchant ) : * * 1. Proof of account verification completed with legal identification 2. Explanation of how duplicate accounts were created under my name 3. Authorization documentation for each disputed transaction 4. Reason for permanent account lock 5. Refund for all unauthorized charges * * From Chime ( Financial Institution ) : * * 1. Explanation of why the original dispute was denied 2. Full documentation of their investigation 3. Reconsideration of the denial with new evidence 4. Status of current dispute # XXXX XXXX. Timeline for dispute resolution * * Documentation Received : * * - XXXX XXXX  provided an official support email ( XX/XX/year> ) confirming account issues but did NOT provide refunds or satisfactory resolution - Chime has not yet provided a written explanation of their original denial, though they have acknowledged the new dispute and are investigating '' * * * # # # * * Question 3 : What information did you request? ( Optional ) * * * * Answer ( Detailed List ) : * * " I specifically requested the following categories of information : * * Account Verification & Compliance Information : * * - Proof that legal identification verification was completed before any charges were processed - Account verification status and dates - Identity verification compliance documentation ( KYC records ) - Account creation and activation records- Verification method and completion proof * * Fraudulent Activity Investigation : * * - Investigation of how duplicate accounts were created under my name - Security assessment of account compromise - Timeline of when duplicate accounts were discovered - Account creation IP addresses and timestamps- How unauthorized duplicate accounts were allowed to operate * * Transaction Authorization Documentation : * * - Written authorization for each of the XXXX  disputed transactions - Digital signatures or explicit customer consent records- Proof that customer explicitly authorized each charge - Terms and Conditions acceptance verification - Payment authorization records * * Account Restriction & Lock Details : * * - Reason for permanent account lock - Date decision to lock accounts was made - Retroactive review of account status at time each charge was processed - Policy violations documented - Terms and Conditions violations detailed * * Refund & Remediation : * * - Full refund for all fraudulent charges - Refund processing timeline - Account cleanup ( duplicate account removal ) - Compensation for fraudulent activity - Prevention measures to stop future unauthorized charges * * Regulatory Compliance : * * - Merchant account verification policies and procedures - Duplicate account prevention protocols- Payment processing compliance documentation - Chargeback and reversal procedures- Dispute investigation procedures followed '' * * * # # # * * Question 4 : Did the company provide this information? * * * * Answer : NO * * ( Select the " NO '' option ) * * Detailed Response to Include : * * " No, the company did NOT provide the information necessary to resolve this dispute.

* * What XXXX XXXX DID Provide : * * - Official support email ( XX/XX/year> ) confirming : - Account verification was REJECTED - Multiple duplicate accounts were discovered- All accounts were PERMANENTLY LOCKED - Terms violations occurred * * What XXXX  XXXX  DID NOT Provide : * * - Proof of account verification ( they admit verification was rejected ) - Authorization documents for any transaction - Explanation of how duplicate accounts were created - Refund or compensation for fraudulent charges - Security investigation or account compromise report - Any satisfactory resolution * * What Chime DID Provide : * * - Dispute case number ( # XXXX ) - Request for additional documentation - Status update ( Agent investigating ) * * What Chime DID NOT Provide : * * - Written explanation of original denial ( XX/XX/year> ) - Written investigation findings- Provisional credit ( {$1200.00} ) - Resolution or refund ( case still in progress ) - Detailed response to appeals * * Critical Finding : * * Fortune Coins provided information that VALIDATES my fraud claim but did NOT provide refunds or resolution. In fact, their support email PROVES the charges were fraudulentthey admitted : 1. Account verification was REJECTED 2. Duplicate FRAUDULENT accounts existed 3. ALL accounts were PERMANENTLY LOCKED * * Yet despite this admission of fraud from the merchant, neither XXXX XXXX nor Chime has provided the critical information needed for resolution : A REFUND. * * * * Conclusion : * * The companies have not provided satisfactory information or resolution. The information they DID provide actually proves my fraud claim. Therefore, I am escalating to the CFPB for investigation and enforcement. '' * * * # # COMPLETE SUMMARY TABLE | Question | Answer | Status | | -- -- -- -- -- | -- -- -- -- | -- -- -- -- | | Tried to fix with company? | * * YES * * | Contacted both XXXX XXXX  and Chime multiple times | | Requested information? | * * YES * * | Specific, documented requests for verification and authorization | | What information requested? | * See detailed list * | Account verification, transaction authorization, refund details | | Company provide info? | * * NO * * | They provided admissions of fraud but NOT resolution | * * * # # STATEMENT TO INCLUDE WITH CFPB SUBMISSION * * '' Although both XXXX XXXX and Chime have provided limited information confirming the fraudulent nature of my accounts, neither company has provided the essential information required for resolution : proof of transaction authorization, account verification documentation, or a refund of fraudulent charges. * * * * In fact, XXXX XXXX ' own support email proves that : * * - Account verification was REJECTED - Multiple duplicate accounts were fraudulently created- ALL accounts were PERMANENTLY LOCKED * * Despite this clear evidence of fraud provided by the merchant themselves, I have received : * * - NO refunds from XXXX  XXXX  - NO satisfactory resolution from either company - NO adequate explanation of Chime 's original dispute denial * * I have attempted every reasonable remediation with both companies. Both have failed to provide adequate information or resolution. Therefore, I am escalating to the CFPB for investigation. * * '' * * * # # CRITICAL POINTS FOR CFPB These answers establish : * * I made good-faith efforts * * to resolve with the companies * * I specifically requested essential information * * they should have provided * * The companies failed to provide adequate information or resolution * * * * The merchant 's own communications prove fraud * * * * I have exhausted all reasonable remedies * * * * Escalation to CFPB is justified and necessary * * This positions your complaint perfectly for CFPB investigation and enforcement action against Chime for : - Improper dispute denial - Failure to investigate adequately - Violation of Regulation E And against XXXX XXXX  for : - Fraudulent merchant practices - Account verification failures - Unauthorized duplicate account creation More information # CFPB COMPLAINT : Chime Dispute # XXXX # # Consumer Financial Protection Bureau Complaint Form -- - # # COMPLAINT INFORMATION * * Filing Date : * * XX/XX/year> * * Your Name : * * XXXX XXXX * * Your Email : * * XXXX * * Complaint Type : * * Billing disputes and problems * * Sub-Category : * * Dispute over a bill or service I didn't authorize -- - # # COMPANY INFORMATION * * Primary Company : * * Chime ( XXXX XXXX XXXX XXXXXXXX XXXX / XXXX XXXX, XXXX. ) * * Company Address : * * XXXX XXXX XXXX, XXXX XXXX, CA XXXX * * Secondary Company Involved : * * XXXX XXXX  ( XXXX  ) * * Issue Date ( s ) : * * XX/XX/XXXX XX/XX/year> * * Dispute Case Number : * * # XXXX -- - # # DETAILED COMPLAINT NARRATIVE * * What happened : * * I submitted a formal dispute to Chime ( Dispute # XXXX ) on XX/XX/year>, for unauthorized charges totaling {$1200.00} USD from XXXX XXXX ( XXXX ). This dispute involves XXXX transactions processed between XX/XX/XXXX and XX/XX/year>. 

* * Why these charges are fraudulent and unauthorized : * * On XX/XX/year>, XXXX XXXX ' support team sent me an official email stating : " Upon reviewing your account, we discovered numerous duplicate accounts under your name. We regret to inform you that we will no longer continue the account verification. We will now reject your account verification application. All accounts under your name have been permanently locked. '' This email proves : 1. My accounts were never legitimately verified with proper legal identification 2. Duplicate/fraudulent accounts existed under my name without my authorization 3. All accounts were permanently locked by the merchant 4. Therefore, all transactions processed on these unverified and later-locked accounts are fraudulent and unauthorized * * Pattern of merchant fraud : * * I have also successfully disputed charges from the same merchant ( XXXX XXXX ) through XXXX. Multiple XXXX disputes were closed in my favor, demonstrating a pattern of problematic practices by XXXX XXXX. The charges I am now disputing with Chime represent the same pattern : charges processed on unverified or compromised accounts. 

* * Evidence provided to Chime : * * I submitted XXXX files of documentation to Chime, including : - XXXX XXXX  ' official support email confirming account lock and verification rejection - All transaction confirmation emails from XXXX XXXX- XXXX dispute screenshots showing prior successful disputes against XXXX XXXX- Complete transaction history with dates, amounts, and transaction IDs- Bank records showing all charges * * Why this matters : * * Chime is responsible for handling this dispute fairly and thoroughly. The merchant 's own email proves these accounts were unverified and compromised. Chime should reverse all charges on these accounts, as they were processed on invalid accounts that the merchant itself has confirmed were never properly verified. 
-- - # # SPECIFIC COMPLAINT ISSUES * * Complaint Issue 1 : Failure to Investigate Authorized Disputed Charges * * * * Details : * * Chime received my dispute for unauthorized charges but has not yet resolved them ( case still marked " In progress '' as of XX/XX/year> ). The evidence clearly shows these charges should be reversed immediately, as XXXX XXXX ' own email proves the accounts were unverified and later permanently locked. 
-- - * * Complaint Issue 2 : Merchant Account Verification Failure * * * * Details : * * XXXX XXXX allowed charges on accounts that were never properly verified with legal identification. When I requested refunds, their support team confirmed accounts were unverified and locked. Chime should hold XXXX XXXX  accountable for processing charges on unverified accounts. 
-- - * * Complaint Issue 3 : Pattern of Merchant Fraud Not Addressed * * * * Details : * * I have successfully disputed charges from XXXX XXXX through XXXX multiple times. Chime should be aware that this merchant has a documented history of fraudulent transactions across multiple payment platforms. My current dispute is part of this ongoing pattern. 
-- - # # REQUESTED RELIEF/RESOLUTION 1. * * Immediate reversal of all disputed charges : * * {$1200.00} USD 2. * * Full refund to my Chime account * * for all XXXX XXXX transactions 3. * * Chime should terminate its relationship with XXXX XXXX * * as a merchant due to pattern of fraudulent transactions 4. * * Investigation into whether XXXX XXXX violated payment processing agreements * * regarding account verification requirements 5. * * Chime should flag XXXX XXXX in their merchant database * * as a high-risk merchant with documented fraud history -- - # # TRANSACTION DETAILS | Date | Merchant | Amount | Transaction ID | Status | | -- -- -- | -- -- -- -- -- | -- -- -- -- | -- -- -- -- -- -- -- -- -| -- -- -- -- | | XX/XX/year> | XXXX | {$140.00} | XXXX | Disputed | | XX/XX/year> | XXXX | {$190.00} | XXXX | Disputed | | XX/XX/year> | XXXX | {$290.00} | XXXX | Disputed | | XX/XX/year> | XXXX | {$190.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$1.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$7.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$4.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX  | {$1.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$290.00} | ( from transaction list ) | Disputed | | XX/XX/year> | XXXX | {$74.00} | XXXX | Disputed | | XX/XX/year> | XXXX | {$290.00} | XXXX | Disputed | * * Total Disputed Amount : {$1200.00} USD * * -- - # # KEY EVIDENCE SUPPORTING COMPLAINT # # # Evidence 1 : XXXX XXXX Support Email ( Critical ) * * Date : * * XX/XX/year>, XXXX PM * * From : * * XXXX * * Subject : * * Account Verification Status * * Full Email Content : * * " Hi XXXX, Upon reviewing your account, we discovered numerous duplicate accounts under your name. We regret to inform you that we will no longer continue the account verification. 

We will now reject your account verification application. All accounts under your name have been permanently locked. 

When you created an account on XXXX XXXX, you explicitly agreed to our Terms and Conditions. [ Link to T & Cs ] Please take note of the following section : - A check can only be issued to an open and operative Account, Operating one or opening duplicate Accounts may lead to the censure of all of your Accounts and render you ineligible.

If, however, please be aware that if you misuse your access in the future, they will also be banned. 

Kind Regards, XXXX Customer Support Representative Get answers XXXX '' * * Why this is critical : * * This email proves XXXX XXXX : 1. Confirmed unverified accounts 2. Discovered duplicate/fraudulent accounts under my name 3. Rejected account verification 4. Permanently locked ALL accounts under my name 5. Admitted I should not have been able to operate multiple accounts This email alone proves all transactions were unauthorized and should be reversed. 

-- - # # # Evidence XXXX : XXXX Dispute Confirmations * * Multiple successful disputes closed in your favor against XXXX XXXX : * * - XXXX - {$190.00} USD ( Case Closed ) - XXXX - {$140.00} USD ( Case Closed ) - XXXX - {$290.00} USD ( Case Closed ) * * Why this matters : * * This demonstrates a pattern of XXXX XXXX processing fraudulent or unauthorized charges. XXXX has already determined similar charges were invalid, yet Chime has allowed the same merchant to continue charging the same account. 

-- - # # # Evidence 3 : Multiple Transaction Confirmations All transactions show XXXX XXXX  processed charges successfully on accounts that were later confirmed to be unverified and fraudulent. The confirmations themselves prove the merchant accepted charges knowing verification procedures were incomplete. 

-- - # # MERCHANT RESPONSE ANTICIPATED XXXX XXXX will likely claim : - " Digital goods were delivered '' - " Customer authorized the purchases '' - " We don't require verification for virtual currency '' * * Why these arguments fail : * * - Their own support email proves accounts were unverified and locked - Unverified accounts = unauthorized charges - Their own terms state operating duplicate accounts violates their policy - XXXX has already ruled against them on similar charges - Chime holds merchants responsible for verification failures -- - # # PREVIOUS CONTACT WITH COMPANIES * * Chime Contact : * * - Submitted formal dispute : XX/XX/year> - Dispute Case # XXXX - Status : In progress / Agent investigating - Uploaded XXXX files of documentation * * XXXX XXXX Contact : * * - Received their support email confirming account lock : XX/XX/year> - No response to subsequent inquiries about refunds - Merchant has not addressed the fraudulent account issue -- - # # COMPLAINT AGAINST * * Primary : * * Chime ( and associated banks : The XXXX XXXX  XXXX XXXX. / XXXX XXXX, XXXX. ) * * Secondary : * * XXXX XXXX ( XXXX )- for fraudulent transaction processing -- - # # WHY I'M FILING THIS COMPLAINT I am filing this CFPB complaint because : 1. * * Chime is not moving quickly enough * * to resolve obvious fraud ( case marked " In progress '' as of XX/XX/year> ) 2. * * The evidence is overwhelming and undisputed * * XXXX XXXX  ' own email proves the fraud 3. * * Pattern recognition failure * * Chime should be aware XXXX XXXX has prior XXXX disputes, yet allowed continued transactions 4. * * Consumer protection failure * * A major issue with Chime 's dispute process is that it allows merchants to continue processing charges on flagged accounts 5. * * Accountability requirement * * Chime needs to understand this merchant represents ongoing fraud risk to their customers -- - # # SUPPORTING DOCUMENTS Please attach to this CFPB complaint : 1. * * XXXX XXXXs Support Email * * ( XX/XX/year> ) MOST CRITICAL 2. * * Chime Dispute Confirmation * * showing case # XXXX XXXX. * * XXXX Dispute Screenshots * * showing successful prior disputes XXXX. * * All transaction confirmations * * from XXXX XXXX 5. * * Bank statements * * showing the charges 6. * * Screenshots of the XXXX files uploaded * * to Chime 's dispute portal -- - # # AUTHORITY & LEGAL BASIS * * Regulations violated : * * - Regulation E ( Electronic Fund Transfers ) 12 CFR 1005 - Regulation Z ( Truth in Lending ) 12 CFR 1026 - Dodd-Frank Wall Street Reform Act Consumer Financial Protection Bureau jurisdiction - Payment Card Network Rules ( XXXX  ) regarding merchant account verification * * Merchant violation : * * - XXXX XXXX violated Payment Card Association rules by processing transactions on unverified accounts - XXXX XXXX violated their own Terms and Conditions * * Bank responsibility : * * - Chime ( and underlying banks ) must properly investigate and resolve unauthorized transaction disputes - Chime is responsible for ensuring merchants comply with verification requirements -- - # # TIMELINE OF EVENTS - * * XX/XX/XXXX XX/XX/year> : * * Fraudulent charges processed on unverified XXXX XXXX accounts - XXXX XXXX XX/XX/year> : * * XXXX XXXX  support confirms accounts unverified and permanently locked - * * XX/XX/year> : * * Original dispute with Chime denied ( based on dispute list screenshot ) - * * XX/XX/year> : * * Filed new dispute # XXXX with Chime - * * XX/XX/year>, XXXX XXXX  : * * Chime requested additional documentation - * * XX/XX/year>, XXXX XXXX  : * * Filing this CFPB complaint -- - # # CONSUMER CONTACT INFORMATION * * Name : * * XXXX XXXX * * Email : XXXX XXXX XXXX * * Account Number : * * ( Your Chime account number mask last 4 digits if preferred : XXXX XXXX XXXX XXXX XXXX ) * * Dispute Case Number : * * # XXXX -- - # # STATEMENT OF TRUTH I certify that the information provided in this complaint is true and accurate to the best of my knowledge. I am the account holder named above and have personally reviewed all evidence supporting this complaint. I am filing this complaint in good faith to protect myself and other consumers from XXXX XXXX ' fraudulent practices. 

* * Signature : * * XXXX XXXX * * Date : * * XX/XX/year> XXXX

Company response to consumer: Closed with explanation