Consumer complaint received 2022-08-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Chime Financial Inc
State: TX

Complaint narrative:
On Saturday XX/XX/XXXX, I contacted Chime customer support that morning because my debit card was being declined for a purchase at a store. The Chime representative wasn't able to determine what the issue was and that there was no notifications that my card had even been used. I disregarded the issue because I believed it was just a technical error or just a 'fluke ' accident. On the evening of XX/XX/XXXX after a series of hectic events, my wife and I believed my personal PC was hacked and our financial information was stolen. She immediately logged into the Chime site using her laptop and found several thousands of dollars worth of transactions that had been charged to our card. We noticed that the balance and transaction screens she was reviewing did not match my personal laptops screen. I immediately froze my Chime debit card and contacted the support team and explained the issue. The representative and I identified over XXXX transactions totaling + {$20000.00} with all varying amounts that had been slowly and meticulously withdrawn from my account over the last 60 days to not draw any immediate suspicion or flags with Chime. I explained the situation to a bank representative named XXXX and she agreed that these were unauthorized charges and explained that within XXXX business days from the date the dispute was started, I would receive a provisional credit in the amount of the charges while the investigation continued. Given the nature of the situation and amount, I wanted to verify the situation with a manager at Chime and that's when I was transferred to XXXX. XXXX immediately advised to me that these charges would not meet the requirements for a provisional credit because it did not meet regulation E requirements. I asked what the requirements were and he was unable to provide that information. He also stated that even though I had supporting documentation showing the scam/hack, that I would need to wait up to 90 days to be credited anything. I find this a grossly irresponsible and a malicious practice with Chime bank and its owner XXXX. I've received correspondence from Chime bank in email since then outlining transactions that fall under regulation E which include excerpts of 'Transactions must be unauthorized charges ' and 'charges eligible for provisional credit must be within the last 60 days '. This information Chime bank provided to me and I clearly have iterated to them several times that these are unauthorized charges and majority if not 3/4ths of these total charges have been in the last 60 days and the last two weeks specifically. Chime will not acknowledge this nor will they provide a legitimate response for not providing a provisional credit. I believe that this prepaid bank does not pay out provisional credits as required by regulation agencies because there are countless if not thousands of customers who complain of the same thing online and nothing has been done of it. Regardless of this being a prepaid service or not, I have been with this bank since XXXX and have never filed any complaints, had 0 disputes or issues on my account and do not a have a history of doing this. To make the matter worse, another bank account of mine that was compromised for several XXXX dollars, noticed the issue and concern and are already working to assist with provisional credits. All banks have to follow the same regulation and it is absolutely ridiculous that Chime feels as though it does not have to. 

The attachments labeled XXXX. ' shows the malicious method the hackers used of modifying the information to not show any of these crypto transactions such as XXXX ' or 'XXXX ' and modified my available balance to reflect what it actively should be.

Company response to consumer: Closed with explanation