Consumer complaint received 2025-11-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc
State: NJ

Complaint narrative:
On XXXX XXXX my Chime bank account was hacked. I woke up to a text message at XXXX XXXX  from Chime saying the phone # to my account had been changed to a # ending in XXXX and if i did not do that, then to contact them. I immediately contacted them and logged into my account while I waited to speak to a rep. When I logged into my account, I saw that {$990.00} was sent to a person named " XXXX XXXX '' for " rent. I did not make this transfer. I immediately opened a fraud case with Chime. Claim ID XXXX Dispute. I explained that my XXXX account had been hacked a few days earlier and the person must have gained access to my Chime account. The Chime rep was supposed to send me a link so I can upload supporting documents. She never did. The case was closed in less than 24 hours with " No error found ''. I immediately got on the phone and had them re-open the fraud case. This time the rep did send me a link. I uploaded my supporting evidence 1. The screen shot of the person pretending to be from XXXX XXXX  3 days earlier with a " code '' to verify who I was. 
2. The text message from Chime stating my phone # to my account had been changed in the middle of the night to a number ending in XXXX on XX/XX/XXXX. 
3. The person " XXXX XXXX '' who the $ was transferred to for " rent '' is NOT in my contacts list and we have no history. This info is shown directly in the app so they could have reviewed it.. 
4. A screenshot of someone who also tried to transfer money for " rent '' named " XXXX shortly before my direct deposit hit who is also NOT in my contact list and we have no history. This info is shown directly in the app so they could have reviewed it.. 

If the Chime fraud dept had actually investigated this case and reviewed my account history, they would have seen that I have NEVER transferred more than {$200.00} from this account. I have NEVER transferred any $ to anyone for " rent ''. The person that did get my money is NOT in my contact list and we have no history. The person that attempted to get my $ before my direct deposit hit who also had the subject " for rent '' is also NOT in my contact list and we have no history. 

I've had this account since XXXX and again I have never sent any money to anyone NOT in my contacts and it is has NEVER been more than {$200.00}. 

When I asked for the records of their investigation, the following is ALL that the sent me Merchant Name Date & Time Status Type Amount Transfer to XXXX XXXX. 
XX/XX/XXXX XXXX XXXX  PDT Settled Transfer {$990.00} When we received your dispute, we gathered evidence pertaining to your dispute claim and made our decision based on this evidence. This included information that we had available to us at the time, including but not limited to : Login and authentication history Device Usage Data Changes made to personal account information Records of phone calls with Chime regarding the disputed activity If Chime had done their investigation by reviewing my file or EVEN used the supporting documents I uploaded to the fraud claim, they would have found that the phone # to my account was changed in the middle of the night, right before the transfer was made. So they didn't review any login and authentication history on their end. They didn't review my transfer history to see that I have NEVER sent anyone any # for " rent '' in the entire year I've been a member. They didn't review my transfer history because I've never sent anyone $ for more than {$200.00}. They also would have seen that the people that got the $ and the person that attempted to get the money " for rent '' are NOT in my contact lists and we have no history. 

This financial institution refuses to return my $ to me even though it is a clear case of fraud and my account was hacked. Please help me get my money returned to me.

Company response to consumer: Closed with non-monetary relief