Consumer complaint received 2025-02-24 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Chime Financial Inc
State: TX

Complaint narrative:
On XX/XX/XXXX, at XXXX pm i received an email from chime stating my email and phone number was changed successfully on my account, this information was new to me because i did not change or authorize any changes to my account. The email also stated that if i did not request these changes then to call member services so that i did. I called member services, as i was waiting on the line, i tried to log into my chime account and i was locked out because someone had changed my password as well. When someone joined the line i let them know i did not request any changes to my account. After the agent was able to verify my identity she went in and changed all of my information back and provided me with a link to change my account password. Once i was able to get back into my account i immediately noticed {$6800.00} was gone ( all of my money ) whoever was able to get into my account transferred every single dollar i had to my name to an account Id never heard of called XXXX. I immediately disputed the transaction with the same agent who i was still on the phone with. The agent asked me a series of questions, i answered them and she told me to wait until the dispute results come back and up to 10 days for a provisional credit if the case takes longer than need be. My claim number is XXXX. On XX/XX/XXXX my dispute was denied, i called chime and the agent XXXX suggested a police report for the incident so on that same day i filed a police report for fraud and sent it to chime with an appeal on my claim. On XX/XX/XXXX my appeal claim was denied once again. I was busy this weekend so i did not see this denial until i checked my email on XX/XX/XXXX, i called Chime again and the agent suggested to wait until I receive a letter from chime explaining why my disputes have been constantly denied, and that it could take up to 10 days to receive this email. I took the agents advice and waited, on XX/XX/XXXX i received the initial information from my dispute and seen the agent who took my information did not thoroughly complete my statement as i gave it to her, she also had several words misspelled. In this email also concluded the explanation of why chime denied my dispute, which was that there was no error occurred, which is not a real given or appropriate reason to deny someone of their hard earned money. I called chime back and told them I received my why email and the agent suggested that I file for identity theft. She explained to me that supposedly the account that my money was transferred to was in my name which is shocking information to me because I had never opened up a bank with XXXX or even knew what it was until this day. So once I got off the phone with the agent, I filed another police report stating that I had been a victim of identity theft, I waited about a couple of days for the official identity theft report to come back. I never received the report so I uploaded the unofficial report with Chime as well as another screenshot of an email i had received from chime on XX/XX/XXXX stating my account was in danger of being compromised, as more evidence that my account has been a target before, on XX/XX/XXXX this evidence was submitted for a re-appeal. On XX/XX/XXXX i received an email at XXXXpm stating my dispute was denied once again. I am a victim of theft, fraud, and identity theft and my bank is not helping me in no way.

Company response to consumer: Closed with monetary relief