Consumer complaint received 2026-01-30 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: GA

Complaint narrative:
CFPB COMPLAINT Against : Chime Financial , Inc. 
XXXX XXXX XXXX 

Product : Checking Account / Debit Card Issue Type : Unauthorized Transactions ; Improper Dispute Handling Primary Law : Electronic Fund Transfer Act ( EFTA ) & Regulation E ( 12 C.F.R. Part 1005 ) WHAT HAPPENED I am submitting this complaint regarding Chime Financial , Inc. and its partner bank, XXXXXXXX XXXX XXXX, for ongoing and unresolved violations of the Electronic Fund Transfer Act ( EFTA ) and Regulation E in connection with my disputes of unauthorized electronic fund transfers.

I timely reported multiple unauthorized debit card transactions totaling {$7300.00}. These transactions occurred across multiple dates and were formally reported beginning XX/XX/XXXX, with additional written disputes, rebuttals, and follow-up requests submitted thereafter. Despite timely notice and full cooperation, Chime and
XXXX XXXX

failed to comply with Regulation Es mandatory requirements for investigation, documentation, explanation of findings, and disclosure of evidence relied upon. KEY VIOLATIONS BY CHIME AND XXXX XXXX 1 ) Issuance of conclusory denials without
lawful explanation Chime issued final determinations on multiple claims ( including, but not limited to, Claim ID # XXXX ) dated XXXX XXXX XXXX, stating only that no error occurred. 

These determinations did not provide a meaningful explanation of how the transactions were determined to be authorized, nor did they identify the specific evidence relied upon, as required under 12 C.F.R. 1005.11 ( d ).

Conclusory statements without evidentiary explanation do not satisfy Regulation E.

2 ) Failure to provide copies of documents relied upon ( direct violation of 1005.11 ( d ) ) On XX/XX/XXXX, I formally requested copies of all documents relied upon in making the dispute determinations, as expressly permitted under 12 C.F.R. 1005.11 ( d ). 

On XX/XX/XXXX, Chime provided only : An account statement listing the disputed transactions ; and An internal intake form created during my initial phone call.

These materials are not the documents relied upon to deny my disputes and do not satisfy Regulation Es disclosure requirements. 

Chime explicitly statedboth previously and again through XXXX XXXXthat its determinations relied on : Login & authentication history Device and/or location data Fraud alert responses Transaction processing records Phone and account access logs None of these documents were produced.

3 ) Explicit refusal to produce relied-upon evidence ( ongoing non-compliance ) On XX/XX/XXXX, XXXX XXXX responded in writing and stated that : The investigation relied on device and/or location information ; Some information relied upon is internal and not allowed to be provided ; and The claims would remain denied.

This response confirms that Chime and XXXX XXXX  relied on specific evidence while refusing to provide copies of that evidence. 

Regulation E contains no exception allowing financial institutions to withhold documents relied upon on the basis that they are internal or proprietary. If information was relied upon, it must be produced ( with redactions if necessary ).

This written refusal constitutes a continuing and admitted violation of 12 C.F.R. 1005.11 ( d ).

4 ) Procedurally defective investigations and determinations Because Chime and XXXX XXXX  failed to provide the documents relied upon : The investigations can not be meaningfully reviewed or challenged ; The determinations are procedurally defective ; and The denials are legally invalid under Regulation E.

Additionally, Chime and XXXX  provided inconsistent & contradictory statements regarding whether claims were pending, final, or still under investigation, further undermining the integrity of the dispute process.

WHY THIS MATTERS Regulation E requires financial institutions to : Conduct reasonable, good-faith investigations ; Provide clear, evidence-based explanations for dispute determinations ; and Provide copies of all documents relied upon when requested.

Chime Financial , Inc. and XXXX XXXX XXXX. failed to comply with these obligations despite repeated notice and a reasonable opportunity to cure. 

Their refusal to provide relied-upon evidence deprived me of access to funds, denied me a lawful review process, and prevented me from exercising my rights under federal law.

WHAT I AM REQUESTING I respectfully request that the CFPB require Chime Financial , Inc. and XXXX XXXX XXXXXXXX. to : Comply with Regulation E by producing all documents and records actually relied upon in denying my disputed claims ; Reverse or credit the disputed amounts where procedural violations invalidate the determinations ; Correct their dispute-handling practices to prevent continued non-compliance ; and Provide written confirmation of corrective action taken.

SUPPORTING DOCUMENTATION I am prepared to provide : Dispute correspondence and rebuttals Chime determination letters Email communications from XXXX XXXX  ( including XX/XX/XXXX response ) Proof of document requests & incomplete responses FINAL NOTE TO CFPB This complaint reflects a pattern of procedural non-compliance, not a single isolated error. Chime and XXXX XXXX  have now confirmed in writing that they relied on evidence they refuse to produce. I respectfully request supervisory & enforcement review.

Company response to consumer: Closed with explanation