Consumer complaint received 2025-11-24 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: CA

Complaint narrative:
On XXXX XXXX  or XXXX, I saw a pending debit card transaction for XXXX XXXX XXXX dollars and XXXX XXXX  from a merchant named XXXX. I did not authorize this transaction. I immediately contacted Chime and reported it. I was told they could not take action until it was posted. 

On XX/XX/XXXX, after the transaction posted, I officially filed the dispute ( Claim ID : XXXX ). Chime told me that the investigation could take up to ninety days and that I would receive a provisional credit within ten days. 

Less than forty-eight hours later, Chime denied Claim XXXX. I received an email saying no error occurred, but was not provided any documentation, evidence, or investigation notes. 

I called Chime immediately after the denial and requested the documents used to reach their decision. The representative reopened the claim ( new reference : XXXX ) and told me that the documentation would be emailed to me within a day and mailed within three to five business days. I received nothing. 

On XX/XX/XXXX and XXXX, I called again because I still had not received any documents. I was then told by a different representative and a supervisor that documentation actually takes ten days, which directly contradicted the first representative who promised it within one day. Both also repeated that I would receive a provisional credit within ten days. To date, no provisional credit has been issued. 

Despite reopening the case, Chime denied Claim XXXX again within a single day, even though they continued to tell me that investigations take up to ninety days. I again received no documentation or explanation.

Because Chime refused to provide any investigation documents or proof, I independently contacted the merchant ( XXXX ). On XX/XX/XXXX, XXXX XXXX XXXX responded in writing stating : They could not locate any order under my name or phone number They found no purchase tied to my identity They advised me to notify my bank of the fraudulent transaction so their chargeback team could be contacted This directly contradicts Chimes claim that no error occurred. The merchant confirmed there is no record of any purchase tied to me. 

Chime has : Denied my claim twice in extremely short time frames ( within one day each ) Failed to provide legally required dispute documentation despite multiple requests Provided conflicting timelines ( one day, three to five days, ten days ) Failed to issue the required provisional credit Closed both claims despite telling me the investigation takes up to ninety days Ignored the merchants own written confirmation that the transaction is not connected to me I am requesting that Chime be required to : Provide all investigation documents used in both denials Conduct a proper investigation Issue the required provisional credit Reimburse the unauthorized transaction Review the mishandling of my dispute, which appears inconsistent with federal Regulation E requirements

Company response to consumer: Closed with explanation