Consumer complaint received 2026-02-26 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Chime Financial Inc
State: IL

Complaint narrative:
Company : Chime Financial , Inc./ XXXX XXXX XXXX XXXXXXXX. Product : Checking Account / Debit Card Issue : Unauthorized electronic transaction / Failure to conduct reasonable investigation under Regulation E I am filing this complaint regarding a denied debit card dispute involving a {$4000.00} transaction dated XX/XX/XXXX, XXXX transaction was processed on a debit card ending in XXXX. That card was reported lost/stolen and closed on XX/XX/XXXX or XXXX, XXXX nearly XXXX month before the disputed charge occurred. At the time of the charge the account balance was XXXX $ and all of my cards were locked. Chime explained that it was a forced inception from XXXX 's. I vacated the hotel property associated with this charge on XX/XX/XXXX and did not return. I provided documentation supporting my departure date, including billing statements, lease documentation, and timestamped communications confirming my move-out date. Dispute XXXX XX/XX/XXXX : I opened my initial dispute immediately after the charge posted. The dispute was denied the following day because I had not yet provided a police report. XX/XX/XXXX : I filed a police report and reopened the dispute the same day. I was informed the investigation would be completed by XX/XX/XXXX. Approximately XX/XX/XXXX : The dispute was denied again. I then contacted XXXX XXXX corporate and received a corporate investigation reference number. The dispute was reopened based on this new evidence and denied again within approximately two days. I subsequently provided additional new material evidence, including : Attorney General complaint reference number Itemized billing statement showing a XX/XX/XXXX departure date The dispute was reopened again and denied the following day. At no point during any stage of the dispute process was provisional credit issued. Each time I spoke to chime I was told that with my overwhelming amount of evidence there should be no reason that a chargeback would not be provided. Evidence Provided I have provided the following documentation : Proof the debit card was closed prior to the transaction Police report documentation Attorney General complaint reference number XXXX XXXX corporate investigation reference number Itemized billing statement showing departure date Documentation confirming I did not return to the property i.e .. text messages between myself and landlord confirming we would meet on XX/XX/XXXX to be given keys to our new residence. Time stamped photos of the condition of the room as well as the new home, my lease, GPS timeline showing that i have not visited the hotel in over 2 months. screenshots from other residents who had the same problem with unauthorized transactions that stem from the hotel altering their check out date after vacating. Each time new material evidence was submitted and the dispute was reopened, the claim was denied again within 12 days. Given the complexity of the evidence provided including proof of card closure prior to the transaction and multiple third-party investigation references I am concerned that a reasonable investigation under 12 CFR 1005.11 ( Regulation E ) was not conducted prior to each subsequent denial. I also have a XXXX minute recording from XXXX XXXX encouraging me to dispute this matter with my bank as well as recordings from my conversations with chime where i ask repeatedly to be connected to the issuing bank for a regulation E complaint and am denied. Additionally, the bank has refused to provide : The dispute reason code used to deny the claim The transaction entry mode Whether stored credential processing or account updater services were used A copy of any merchant documentation relied upon in denying the claim A written explanation of the reasonable investigation conducted I specifically requested escalation to a Regulation E compliance review and was not transferred to compliance. Because this charge remains on my account, my balance has remained negative, and deposits including a federal tax refund and child support payments have been absorbed due to the disputed transaction.

Company response to consumer: Closed with explanation