Consumer complaint received 2025-03-13 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: IL

Complaint narrative:
In early XXXX, while traveling out of state, I noticed unauthorized transactions on my debit card and promptly reported them to Chime. A case was opened under reference number XXXX. On XX/XX/XXXX, I received an email from Chime confirming that one of the disputed transactions was deemed an error. However, in a separate email, I was informed that the other three disputed transactions were not considered errors, despite originating from the same merchant as the acknowledged erroneous transaction. 

Upon noticing this inconsistency, I contacted Chime on XX/XX/XXXX to request clarification. I was informed that a rebuttal would be opened. However, the following day ( XX/XX/XXXX ), I received another email stating that the rebuttal would remain closed without any explanation. 

I called Chime again on XX/XX/XXXX and spoke with an agent, highlighting the contradictions in the case resolution. The agent was unable to provide assistance and transferred me to a supervisor named XXXX from the dispute team. I reiterated my concerns and requested a case review. The supervisor stated that they could only submit an internal ticket, requiring a 10-business-day waiting period. When I inquired whether they could escalate the matter internally, I was told they could not, despite their supervisory role. Upon requesting further escalation, the supervisor refused, claiming no higher authority was available, and abruptly ended the call before I could ask additional questions.

Shortly after, I called back and requested to speak with another supervisor. I was placed on hold for over 10 minutes, after which I was eventually con
nected to a different supervisor. I explained my concerns regarding both the dispute handling and the unprofessional conduct of the previous supervisor. This supervisor informed me that one transaction had been approved because the merchant had refunded the {$29.00} charge directly to my account. However, the other three transactions were denied, as Chime had not received a merchant credit and concluded that based on their investigation, no error had occurred. 

I also noted that no temporary credits had been issued. The supervisor acknowledged this and assured me that credits would be issued by XX/XX/XXXX. However, when I sought confirmation on whether a new dispute would be opened, the supervisor first stated that one would be, then later insisted that I would need to provide documentation proving I was in Wisconsin at the time of the unauthorized transactions. I pointed out that, as an online bank, Chime had the ability to review my transaction history and verify my location at the time, yet they failed to do so. Attached is a screenshot of a transaction completed in Wisconsin, which Chime could have reviewed but chose not to, further underscoring the inadequacy of their investigation. 

This experience has been extremely frustrating and unacceptable as a consumer.

Company response to consumer: Closed with explanation