Consumer complaint received 2024-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: Chime Financial Inc
State: PA

Complaint narrative:
Related to Dispute # XXXX dispute was denied as no error, Chime sent an email stating no provisional credit will be given unless the dispute is not resolved. 

On XXXX I ordered a XXXX from XXXX XXXX NJ to XXXX, PA. Upon arrival XXXX driver XXXX insisted I cancel the XXXX on the platform and pay him via XXXX XXXX instead. Services were delivered and rendered for a round trip totaling {$350.00}. This was the initial business transaction and he offered future transportation services. He quoted prices of {$5.00} dollars for taking me anywhere on the island and {$10.00} dollars for local areas off the island, as he was up for hire. His contact info was given. 

On XXXX, via text message I asked his availability and cost of his driver transportation services for one round trip on XXXX to XXXX, XXXX XXXX proposed {$320.00} which was agreed upon with an XXXX for XXXX on XXXX. 

On XXXX, via text message XXXX confirmed the XXXX ETA . I followed up with another service request for XXXX with a one-way ride to XXXX. XXXX proposed a total of {$400.00} for his services for both rides. ( XXXX and XXXX ). An agreement was reached. 

Around XXXX on XXXX via text message XXXX requested prior payment for an oil change and be able to take off work early to get a good nights sleep. Via text message, I confirmed his cash app name XXXX and at XXXX XXXX  sent {$400.00} via XXXX XXXX which had referenced the out-of-town trips on XXXX and XXXX. 

On XXXX, XXXX breached the agreement by failing to show up. I called XXXX several times and sent text messages, but I received no response. The text messages I sent reported as being read by XXXX. 

I contacted XXXX XXXX regarding the {$400.00} dollar transaction and initiated a dispute reporting his fraud to commit fraud. I was advised an investigation would take place. On XXXX XXXX, my XXXX credit card ending in XXXX was used which allows a credit card dispute to occur if fraud took place. Fraud being defined as services never rendered for the {$400.00} payment. A XXXX XXXX XXXXequest for refund was made to XXXX, who denied it on XXXX at XXXXXXXX XXXX. The fraud was reported but XXXX XXXX stated they were unable to recover the money. There was no XXXX XXXX liability and yet both Chime and XXXX XXXX use XXXX XXXX as the banking institution. 

Regarding Dispute # XXXX dispute was denied and processed as a peer-to-peer transaction as per Chime email. 

On my Chime app, the XXXX XXXX transaction was pending, so dispute through the app was not possible. Quite upsetting, I wanted to speak to a person. As I searched the internet looking, I could not find any Chime Customer Service phone numbers to call. Then I found the Chime Customer Service XXXX. The Chime logo was on point and exact. 

I called Chime Customer Service and the first phone call I had a male representative answer. I state I want to dispute a charge and the phone call drops which is seen on my call records. Thinking about phone signal issues, I called back, and this representative asks about the dispute I filed earlier today. I told him the phone call dropped. The Chime customer service representative said his name was XXXX and he would be happy to assist me. He gathered the details of what happened regarding the XXXX XXXX transaction. I gave him the police report number to attach to the dispute also. He advised he could see the dispute on XXXX XXXX they had already contacted Chime. 

He seemed knowledgeable, professional, and helpful. He said he was going to send me a text message to the mobile device connected to my Chime account and that I should click on it. From there he would assist me in navigating the platform for the dispute process. I received a text message from XXXX at XXXX XXXX with a please join my session at XXXX XXXX XXXX. I joined. 

As I joined the session, which was on the XXXX XXXX support session with the XXXX code sent via text message. XXXX advised I open the Chime App on my phone. XXXX has access to live data and screen view on my cell phone. The first thing he wanted to do was to confirm all the personal information was still accurate to ensure my account was not compromised. Name, residence, and then he requested we review the transaction history. He asked if anything looked different like home address, phone number etc. 

XXXX presented two options option one cancels my current Chime debit card and have another issued in about XXXX to XXXX business days. Or the second option was I could move the money over to a temporary Chime Wallet. XXXX advised everyone has a Chime Wallet when you have a Chime bank account. I was told when disputes are being investigated, checking account balances are moved to a temporary secure holding location. Especially, since I did not want to have my Chime Credit Card cancelled. 

As he explained the process about to take place with the remaining {$230.00} left in my checking account, I thought is seemed odd. However, XXXX assured me he would remain online with me during the complete process resolution process. He knew where everything was in navigating different areas of the Chime mobile app. I was advised to go to pay and type in XXXX XXXX. I asked about the name, and he explained the name XXXX  XXXX was always used. 

As I typed in XXXX XXXX XXXX XXXX, numerous XXXX XXXX names with different numbers came up. I was told to find the XXXX XXXXXXXX because this was the name he assigned to my account. I was instructed the amount needed to be {$230.00}, which I questioned that is everything I have left in my checking account. Before I confirmed Yes, send them {$230.00}, I saw the warning message that I never exchanged money with this person and if they accept the money can not be refunded. I questioned him about this and again he said he completely understood but that message did not apply to Chime Customer Service Reps. I was told not to worry about it and from my Chime Wallet according to the transfer I sent XXXX XXXX XXXX everything left in my checking account. 

After it was sent, XXXX continued to stay with me. He said he was working on the refund and made a point to tell me that nothing bad happened. He said he was done with the refund, and I needed to check my account again. There was XXXX dollars in my checking account at this time and I told him that I did not see it which he acknowledged. The last thing he instructed me to do was to close the Chime mobile app and reopen it. Once I closed the Chime mobile app, the remote session was disconnected. There was XXXX dollars in my checking account in a matter of XXXX minutes according to the length of the phone call. 

When the {$400.00} dollar refund did not update, or the {$230.00} dollars return I looked on the Chime Mobile App for a customer service phone number. I found the XXXX phone number to call and report what just happened. I attached the documentation presented by the Impostor Chime Customer Service representative, the fake Chime website detailing Chime customer service, phone records of the calls, and many screenshots supporting what happened. I voiced concern as to what access was given especially because my paycheck is directly deposited into my Chime checking account. Nothing was safe at this time. Even while I spoke with the official Chime Customer Service representative, some of the same phrases she used, XXXX said. Overall, the feeling was unsettling. The phone call lasted XXXX minutes and my Chime bank card was cancelled. 

Worried my entire phone was compromised, I made a complaint to XXXX XXXX XXXX XXXX was being used for fraud. I provided them with the phone numbers, the session code given, and text message sent. Then passwords were changed, email addresses were changed. I found the fake Chime Customer Service website I initially called and took a screenshot depicting the XXXXphone number. While writing this complaint, I looked for the same website but did not find it. I was able to find a new Fake website representing to be Chime Customer Service. The message was the exact same in phrasing, setup, and overview. The only difference was the listed phone number which was XXXX ( XXXX ) XXXX. 

Finally, I called the XXXX XXXX XXXX XXXX to file a police report reference police report # XXXX. The police officer advised me the evidence I provided is enough to charge XXXX with fraud. The police officer who took the report can be reached via email at XXXX to confirm both report and status. The XXXX XXXX XXXX XXXX main phone number is XXXX  Lastly a report was made to XXXX regarding their driver XXXX for violating the terms and conditions of his XXXX driver agreement demanding a cash payment. I advised them XXXX was using the XXXX platform as a way for a cash side business. These agreements, if like mine, might also result in fraud of collecting cash for services without the services provided. XXXX report XXXX XXXX. 

According to the Chime website Pay Anyone is listed as a peer-to-peer transaction and is safe and secure. Without a credit card associated with this XXXX XXXX XXXX, the extra step not taken because you are a Chime member is indirectly guaranteeing that if you make a mistake via amount, person, or anything else any means of disputing this transaction will result in no errors found and no refund. 

I do not understand how this EFTA and Regulation E does not apply when my Chime Visa Debit card is listed as used in the XXXX XXXX receipt and Chime bank transactions. This needs to be investigated because if Chime is removing or declining access to EFTA and Regulation E with the XXXX XXXX and investigation into how many unauthorized disputed transactions are being denied with no errors. 

The Electronic Fund Transfer Act ( EFTA ) and Regulation E apply to an electronic fund transfer that authorizes a financial institution to debit or credit a consumers account 1. The act also requires financial institutions and electronic fund transfer service providers to create and follow certain procedures when a consumer disputes an electronic fund transfer ( EFT ) 12. 

According to the Consumer Financial Protection Bureau, person-to-person ( XXXX ) payments can be considered EFTs under Regulation E 1. Any XXXX payment that meets the definition of EFT is covered by the Electronic Fund Transfer Act ( EFTA ) and Regulation E XXXX. XXXX payments that use a consumers debit card to transfer funds, credit-push XXXX payments that transfer funds out of a consumers deposit, prepaid or mobile account, and XXXX debit card pass-through payments are all considered EFTs which are subject to Regulation Es requirements XXXX. 

Both disputed transactions were both meet the definition of Unauthorized electronic fund transfer means an electronic fund transfer from a consumer 's account initiated by a person other than the consumer without actual authority to initiate the transfer and from which the consumer receives no benefit. The term does not include an electronic fund transfer initiated : The {$230.00} was an unauthorized Electronic Fund Transfer 3. Access device obtained through robbery or fraud. An unauthorized EFT includes a transfer initiated by a person who obtained the access device from the consumer through fraud or robbery. 

Fake Chime Customer Service Website listing incorrect phone number. 

Intentional misrepresentation of being an employee of Chime Intentional use of software to access your account via cellphone. 

Deceptive methods to use the pay anyone XXXX transaction which provides no consumer protection. 

The {$400.00} was authorized upon our business agreement and delivery of driver transportation services. When XXXX intentionally refused to answer texts, phone calls and requests for a refund on XXXX XXXX, fraud was committed. Genuinely concerning is the police department said XXXX committed fraud with the evidence I provided to them. This was the same evidence I provided Chime and XXXX XXXX. If the law was broken because of fraud, why is not XXXX XXXX or Chime taking that into consideration? They are allowing illegal deceptive practices to continue without consequence. It makes it worse that XXXX XXXX  is associated with both platforms yet both apps have disclosures for no refunds. Regardless of using a XXXX  debit or credit card. 

Misrepresentation of Investment Products or Services XXXX continues to see disputes involving investment trading merchants under Dispute Condition 13.5 ( Misrepresentation ). In some cases when the issuer requests documentation from their cardholder for a dispute, the cardholder has been either locked out or can no longer access their account, making it difficult to support the dispute. 

Please help me understand how I am not granted any consumer protections in either of these scenarios. I took the immediate necessary steps as soon as I realized something was wrong. For neither Chime nor XXXX XXXX to support me when the police department detectives concluded fraud took place is unbelievable. However, I understand there is a lot to these two disputed transactions, but the evidence tells the story of what took place and supports deceptive practices that took place. 

My request is for a full refund totaling {$630.00} to be deposited immediately. Or an explanation of why these disputed transactions were denied. 

XXXX complaints were submitted to XXXX  regarding XXXXXXXX XXXX and Chime. 

I can't help think Chime is aware the pay anyone transfer feature prevents a debit card from being added to it so any mistake is your own mistake. It is misrepresented as Chime will refund bank errors. I made an immediate complaint but they said no errors were found. I lost all my money in my account with no recourse. We starved for XXXX and XXXX weeks because of these errors. These errors were EFT covered under the XXXX

Company response to consumer: Closed with explanation