Consumer complaint received 2024-03-14 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: OH

Complaint narrative:
On XX/XX/2024, while I was at work, I received an email stating someone accessed my account in Virigna. After work, when I was able to to get to my phone, I read the email and was a little confused. I attempted to log in to my Chime account and it wouldn't let me in. It said incorrect password. I contacted chime via app and requested a callback. An agent called me right away. I informed them that I was locked out of my account at some point throughout the day and I wasn't sure why. She helped me gain access to my Chime account. I changed my password and my pin and she canceled my debit card and issued a new card, to arrive by XX/XX/2024. She asked that I log into my Chime app while I was on the phone with her. I right away noticed every single XXXX that was in my Checking and Savings account, had both been cleared out. {$2300.00} was transferred between my checking and savings accounts and was then sent to someone by the name of XXXX XXXX, via XXXX XXXX, using card ending XXXX. 
The agent we spoke with said the card they used, was somehow created digitally. My canceled card was ending in XXXX. The agent stated we could not file a dispute until the pending charges were cleared. 
XX/XX/XXXX, XXXX Pending charges were cleared. 
XX/XX/2024, approximately XXXX, I filed Dispute XXXX, with the agent on the phone. They said I would get a temporary credit to my account for the dispute charges and the investigation could take up to 90 days. 
*No temporary funds were deposited into my account while the investigation was in process. 
XX/XX/XXXX, XXXX I received an email from Chime stating my card that was canceled was declined at XXXX  XXXX XXXX. This transaction was also NOT made by me. 
XX/XX/2024, XXXX I received an email stating the dispute was denied, no error occurred. 
XX/XX/2024, approx. XXXX Requested a call via Chima app XXXX Agent called, explained that the dispute was denied because there was no evidence of unauthorized transactions. As far as they were concerned, they stated I authorized those charges ( WHICH I DID NOT! ). 
*There was 104 charges. This person/s sent themselves random amounts of {$9.00}, {$10.00}, {$50.00}, {$25.00}, {$15.00}, and {$33.00}, to a cash app, with the name XXXX XXXX XXXX I have NO association with this name, nor this XXXX XXXX. 
At this time, I filed Dispute 2 with the agent, on the phone. 
XX/XX/2024, XXXX I received an email stating my second dispute was denied. No error occurred. 
XX/XX/2024, approximately XXXX I requested a call via my Chime app. An agent called me and I told them the situation. The agent suggests I file a rebuttal, dispute XXXX, and provide supporting documentation to " prove '' I didn't make those transactions. 
I typed up a letter, informing them I was at work during the time of the 104 transactions. My card was not stolen and no one has access my my account information. I also stated I would provide documentation from my boss that I was in fact at work during that time frame. I submitted a letter explaining what was going on, I provided copies of 104 transactions that I did not authorize and I provided my cash app account information to prove that cash app wasn't mine. Not to mention, they have all my recorded phone calls and the one where the agent helped me gain access to my account when someone hacked into and changed the password. The agent submitted the rebuttal and sent me a link to attach all documentation. 
I sent the information right away via the link. 
XX/XX/2024, XXXX Not even 6.5 hours after filing my third dispute, I received an email stating my dispute was denied. No error occurred. 
XX/XX/2024, approximately XXXX I call Chime and request an agent. The agent says the claim is denied and I can no longer submit disputes for these charges unless I have new documentation to provide. If they would have sent me the denial letter, like they were supposed too, each time I spoke with an agent, I requested a denial letter, showing why they exactly denied the dispute. So far, none have been provided. The agent keeps claiming he can't do anything more for me without new documentation. I state, I can not provide new documentation unless I have the denial letter. I ask to be transferred to his supervisor. After 15 minutes, his Supervisor took my call. I explained the situation and how I wasn't sure if they were truly investigating the disputes considering the 3rd denial was in 6.5 hours. She agreed and said she was going to request the denial letter again to see if they were properly investigating. She said it could take up to 10 days but normally doesn't take that long. I would hear back via email. 
My next step is filing a police report. I've already made a complaint with the XXXX and now CFPB. Next is the FTC. 
All I am asking for is my funds of {$2300.00} back and they continue to give me the run around and have yet to send me the documents I requested.

Company response to consumer: Closed with explanation