Consumer complaint received 2025-11-27 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:
I am a victim of identity theft and a full account takeover involving my Chime account ending in XXXX. On XXXX XXXX, XXXX, an individual stole my XXXX and accessed my phone. This person gained full access to my Chime account, changed my profile information, changed my phone number on file, and conducted fraudulent transactions without my knowledge or consent. 

My Chime profile name was changed to : $ XXXX a name I never created. This is undisputable evidence that my account was taken over by a criminal. 

I deposited only {$35.00} into Chime on XX/XX/XXXX. My balance was immediately drained through fraudulent debit card purchases and Pay Anyone transfers to : XXXX XXXX XXXX XXXX XXXX XXXX Additional attempts at XXXX, XXXX, gas stations, and other merchants were declined when the balance reached {$0.00}. 
I did not authorize ANY of these transactions. 
I filed XXXX fraud claims with Chime : Claim XXXX ( purchases {$55.00} ) Claim XXXX ( transfers remaining fraud ) Chime denied Claim XXXX, stating no error occurred, even though they have clear evidence of an account takeover. Claim XXXX is still under review. 
Chimes denial does not consider : The changed account profile name The changed Chime phone number Identity theft Fraudulent recipients Police involvement FBI involvement APS involvement SouthState Banks identity theft notification Fraud alerts and credit freezes XXXX  identity-theft monitoring The fact that I lost access to my account and devices The timeline showing loss of control of my phone and login credentials I reported the crime to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX FBI XXXX XXXX XXXX XXXX XXXX  XXXX XXXX monitoring XXXX XXXX  XXXX XXXX activity in my name All three credit bureaus have freezes and fraud alerts This is a clear case of Regulation E account takeover fraud, and Chime failed to perform a reasonable, good-faith investigation as required. 

What I want Chime to do : Reopen both fraud claims immediately. 
Apply Regulation E protections for account takeover. 
Credit all unauthorized transactions, including {$55.00} that was improperly denied. 
Issue provisional credit if the investigation is not complete. 
Escalate my case to a Senior Dispute Specialist or Executive Resolutions. 
Provide copies of all documents used in their denial decision. 
Confirm in writing that the profile name change and phone number change were unauthorized and part of the takeover. 

Company Response Requested : Chime must explain why they denied a claim when : My account was clearly compromised My profile and phone number were changed Multiple fraudulent recipients were involved I have active criminal reports Federal agencies have been notified Supporting documents confirm identity theft Chime themselves acknowledged suspicious activity I had no access to the account during the fraud Chimes denial contradicts Regulation E and identity theft protections. 

Attachments I will include : Screenshot showing $ XXXX profile name List of fraudulent transactions Names of fraud recipients Phone call logs showing unauthorized number Police report number FBI XXXX confirmation XXXX confirmation XXXX XXXX identity theft letter Fraud alert & freeze confirmations XXXX  XXXX activation Timeline of events CFPB please force Chime to : reopen the investigation escalate internally assign a senior investigator produce documentation and in most cases approve the claim I know you CFPB that you are extremely effective against online banks. 

Thank you

Company response to consumer: Closed with explanation