Consumer complaint received 2026-04-28 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: MI

Complaint narrative:
On Wednesday, XX/XX/XXXX at approximately XXXX XXXX as I walked out of work. I received a call from Chime ( XXXX ) XXXX. I have done all my banking with Chime and kept all my money in my savings account with Chime for the last three years. Right away this person knew all my information including my email, the last transactions I made on my account, my physical address, without me telling them any of it. They asked if I had authorized a large transaction from my account. I said I had not and they said they were helping me secure my account. At no point during the call did I question whether or not I was talking to an actual prime representative. Nine minutes into the phone call I received a call on the other line and it was the same person. They said the call dropped and had to call me from another line ( XXXX ) XXXX. The caller placed me on what they called a silent hold several times and I spent much of the phone call on hold. they also sent texts to me from the same number that chime sends texts from ( XXXX ) The texts looked identical to legitimate texts from Chime. They told me That my account had been closed but I would be able to get back into it and access my funds by the following morning on Thursday, XX/XX/XXXX by XXXX XXXX. I even thanked this person, because I believed I was speaking with Chime, for being on top of this fraud and protecting my account. The following morning at approximately XXXX XXXX I received another phone call from the same person. I also received a text from what I believed was Chime asking if I authorized a transaction for {$1600.00}. I responded no to the text. The person on the phone said people were still trying to access my account but they would have it resolved by that evening no later than XXXX XXXX. I believed I had successfully blocked the fraudulent attempt at my account when I replied no to that text. I am a busy, hard-working, single mother who works two jobs seven days a week. I work very hard for my money and to ensure my children have a good life. So XXXX XXXX rolled around I realized I hadnt heard anything from them, but I just thought maybe it was taking a little longer but they were taking care of it. Later that night around XXXX XXXX when I was laying in bed i noticed a text where it said Chime will never call you about fraudulent activity. I called Chime and that is when I received some of the worst news of my life. My account had been drained of the {$11000.00} that I had been saving in it and sent to XXXX * XXXX XXXX XXXX and XXXX * XXXX XXXX XXXX which I learned was a cryptocurrency wallet. I have never used cryptocurrency in my life and I know nothing about it. It was done over two transactions. The first of {$9700.00} at approximately XXXX XXXX on Wednesday, XX/XX/XXXX. The second for {$1600.00} at approximately XXXX XXXX, on Thursday XXXX XXXX. even though I replied no to the transaction going through. I of course, filed a dispute and the real chime helped me to secure my account. Change my password to my Chime account. Change my password to my email. Good morning I woke up to an email from trying at XXXX XXXX on Friday, XX/XX/XXXX saying that I canceled the dispute. I did not close this dispute. I did not authorize this. My account was still not secure. I called Chime right away. I also filed a police report and I filed a complaint with the FTC and ic3. Yesterday, Tuesday, XX/XX/XXXX I was told by a Chime member that I would be for sure receiving provisional credit for the full amount of XXXX dollars in my account by no later than XX/XX/XXXX. I thought this was good news. Today I received an email that they denied by dispute. I spent most of my shift crying. My rent is due XX/XX/XXXX. I have no way to feed my children. My groceries are running low. I need access to my money asap. I called Chime and a rebuttal was submitted. I am still waiting for Officer XXXX XXXX to finish his police report and he is not back in until Thursday XX/XX/XXXX. The report number is XXXX with XXXX XXXX XXXX XXXX Police Department in XXXX XXXX , Michigan. I also learned that these unauthorized transactions were done with a virtual card ending in XXXX. They transferred all the money from my savings account before transferring it to XXXX. I did not make or authorize any of these transactions.

Company response to consumer: Closed with monetary relief