Consumer complaint received 2025-09-07 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:
Consumer Financial Protection Bureau ( CFPB ) Complaint 1. Personal Information XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX 2. Company Information Company Name : Chime Company Address : XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( or the address from the email ) Account Number Ending In : XXXX Claim ID : XXXX 3. Complaint Details Date of Complaint : XX/XX/XXXX Product : Checking or savings account Complaint Category : Managing, using, or closing your account What happened? 
On XX/XX/XXXX, I filed a dispute with Chime ( Claim ID : XXXX ) regarding unauthorized transactions totaling {$2600.00}. These transactions occurred between XX/XX/XXXX, and XX/XX/XXXX. 
Prior to these transactions, my car was broken into and my phone and wallet were stolen. I immediately reported the theft to the police and filed two separate police reports ( one for the car break-in and one for the stolen items ).

Upon discovering the fraudulent activity on my Chime account, I promptly filed a dispute. I provided Chime with all available evidence, including copies of my two official police reports. I also provided evidence of a conversation I had with one of the merchants, XXXX XXXX, where their support team stated that since the transactions were made through my bank, the issue had to be resolved with my bank directly.

Despite providing this crucial evidence, my dispute was denied. Chime 's reasoning was that the transactions were conducted using my phone, and therefore they were considered authorized. I explicitly stated that my phone was stolen and that the thieves had gained access to my accounts and credit cards, which is why the transactions were made on my device.

Chime 's decision to deny my claim, even with the police reports confirming the theft and my detailed explanation of the situation, is unjust. The device usage data they cited does not account for the fact that the device was stolen and being used by an unauthorized individual. I have followed all proper procedures and provided all the requested documentation, yet my claim was still rejected. I am seeking a fair and thorough review of my case.

Supporting Documentation : Please list all documents you will upload or have previously submitted to Chime.

Chime 's email communication regarding the dispute denial ( dated XX/XX/XXXX ) Police Report # 1 ( for the car break-in ) Police Report # 2 ( for the stolen wallet and phone ) Screenshots or records of the conversation with the merchant ( XXXX XXXX ) Transaction list from my Chime account XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX PDT Settled Merchant Debit {$65.00} XXXX XXXX XXXX XXXX, XXXX XXXX XXXX  PDT Settled Merchant Debit {$1.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX PDT Settled Merchant Debit {$80.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX PDT Settled Merchant Debit {$200.00} ATM Withdrawal XXXX XXXX, XXXX XXXX XXXX  PDT Settled Atm Withdraw {$300.00} ATM Withdrawal XXXX XXXX, XXXX XXXX XXXX  PDT Settled Atm Withdraw {$200.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$200.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$10.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$5.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX PDT Settled Merchant Debit {$50.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$43.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$200.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX PDT Settled Merchant Debit {$100.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX PDT Settled Merchant Debit {$180.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$200.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$160.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$200.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX PDT Settled Merchant Debit {$140.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$75.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$100.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX PDT Settled Merchant Debit {$99.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX  PDT Settled Merchant Debit {$1.00} XXXX XXXX XXXX XXXX XXXX XXXX PDT Settled Merchant Debit {$10.00}

Company response to consumer: Closed with explanation