Consumer complaint received 2025-06-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Chime Financial Inc
State: TN

Complaint narrative:
XXXX"This is really hard to break down without a lengthy explanation so bear with me. \n\nYesterday  XXXX XXXX XXXX XXXX, I spoke with XXXX  because I have been going through a battle with him to get approved for XXXX XXXX  because my last employer let me go improperly and anyways I had to file a dispute and we had to go like to court over it and finally the decision for me to be denied benefits was overturned and I got a letter in the mail on the XXXXXXXX XXXX XXXXXXXX  stating that the decision was reversed that I needed to contact XXXX  and reapply for my benefits. Not once did I ever get a letter in the mail or on my account that stated that I had already received a payment. But that was the case on XXXX XXXX I had received a payment into my time account against my knowledge and I didn't find out about it until the XXXX XXXX XXXX when I spoke to XXXX. \n\nThrough all of this my phone was stolen around the XXXX XXXX XXXX and all of my information was linked to that phone and that phone number so I had trouble getting into all of my accounts chime being one of them. If you review my account I made a transaction at XXXX  I think in XXXX  and then the next transaction was not until the check was deposited on XXXX XXXX from XXXX  and a little over XXXX Mind you I have since XXXX  so I've not had income since then so this is the first check from XXXX  that I've gotten that I did not even know that I have received because I could not change my password. Just a mess all over. \n\nWell whenever I spoke to XXXX  on XXXX XXXX and they told me that I received a XXXX something dollar payment for file for XXXX  and then do not that was deposited into my account they missed the dates so I thought it was like the day before the XXXX  but it was actually XXXX XXXX long story short I immediately called chime because I needed to get into my account. \n\nThe past 48 hours I have basically spent all day talking to them because something has been wrong back to back to back. \n\nI mean up until XXXX XXXX on the XXXX where I just spoke to someone again like it's that bad and I'm talking 30 minutes to hour phone calls. \n\nSo let's start from the beginning with chime on XXXX. So I called them I explained them my situation I'm crying I say I can't get into my time account I haven't been able to for some weeks I've been locked out of it my phone was stolen etc so on so forth. \n -the originally the few people that I spoke to were very empathetic they were very helpful they felt sorry for me and they did a due diligence at their jobs. They got my email address switched over to what it should have been now my password was updated and my phone number was updated so I was finally able to log into my account and get my money. \n\n - like I said I've been XXXX  I'm ecstatic I finally have a few XXXX  dollars to my name what else can I ask for. I log into my chime and the only money that's there is XXXX in my savings. I was approved for my pay which is like a last resort there was like XXXX in there and then I had about XXXX in XXXX XXXX so close to XXXX out of that XXXX something dollar payment that I received from an employment for the last 4 weeks back dated that I have tried to get payment.\n\n-I go into my transactions and I see where XXXX amount was transferred to my credit builder account and then from my credit builder account there were 13 charges of different amounts from XXXX  and it consumed everything except the amount that I listed above the XXXX  in my savings XXXX in my XXXX XXXX and then XXXX in my spot means it took everything except for that.. \n\n-so of course I'm devastated I'm freaking out I'm like literally don't know what to do so I call chime back like I said the first few people I spoke to were amazing very helpful until I need it to file a dispute. \n\nOnce I spoke with them about the dispute and explain to them everything that my phone was stolen unfortunately I did not follow police report because I spoke to the owner the cameras didn't work I didn't think there was anything they could do little did I know the owner had already filed a police report but either way nothing came out of it and that's what I thought would happen. So losing my XXXX and my phone being set up to everything that I need to get into and my phone number being the way to do that I mean two step verification like you guys understand it's a mess. So when I say I've literally been getting locked out of all types of things haven't been able to access stuff like I mean that plus I didn't have any income so I didn't think to check my time account and I never received anything in the mail from XXXX  saying I got a deposit. \n\n-anyway so I filed the dispute and when I'm speaking to this guy I almost feel like I'm being interrogated like he's not believing what I'm saying he's just being very evasive making me feel like I am the perpetrator. I'm like bawling my eyes out like I'm distraught and he is like interrogating me like I'm a criminal or something. \n\nSo he tells me to turn in documentation regarding the incident with my phone I tell him I didn't follow police report like what am I supposed to get for you and he's like getting smart with me about that well you get me whatever you can and I suggest you follow police report yada yada ya so I start to do that. \n\nI did fall a police report it may have been today that I found it but I found it and I found out today that the owner of the gym also filed a police report because other people's stuff was missing so there was already a police report filed I submitted all of this documentation to them for my dispute and I'm still waiting. \n\nOkay anytime you dispute something and anytime your things are stolen they cancel your cards and they order you new ones. Great with them they give you virtual cards to replace your physical cars until you get those in the mail. No problem. \n           Except there is a problem because only XXXX of my money I could access pretty easily without having a physical card. My options were to XXXX XXXX XXXX  for my phone, I could transfer it to another bank account, I could send it to my husband's account because he has chime, and I can order online and that's about as good as it gets. \n So let's go ahead and subtract the XXXX XXXX XXXX because the phone that I'm temporarily using does not offer that. So I have no physical card I cannot XXXX XXXX XXXX  at a normal store and that's the only way that you can pay in person unless you order things online and go pick them up. I needed groceries I couldn't wait till the next day to get groceries so I finally figured out with XXXX  you can attach your virtual card and pay with XXXX  XXXX  so I was able to get groceries on the XXXX. \n\nFast forward to the XXXX  how I can get the money from XXXX XXXX and from XXXX XXXX because I need to get like gas  and food and just necessities with the little amount that I have left but there's no way for me to use it because I can't use XXXX XXXX XXXX on this phone. And I can't withdraw the money from the ATM because I don't have a physical card. So that only leaves me with the virtual card for me to order online. That's literally the only option is for me to use the virtual card to access my XXXX and my XXXX XXXX cuz that's all the money that I have left so I try to order something on XXXX and it goes through it first and then it declines my payment. So here we go with this the virtual card is declining and I'm already not being able to use the little money I have left. So that happened a couple of times and then I logged into time and the next thing I know my virtual cards were temporarily unavailable I couldn't even see the card numbers to use them. So from about XXXX to XXXX on the XXXX  I have been on the phone with chime trying to figure out why my virtual cards have been temporarily unavailable and I can't use them. me and my family are starving we can get any food we can't go to the grocery store we can't buy anything online we can't do anything so we haven't eaten anything I mean literally sorry and there's nothing we can do about it and they have no answers. \n\nSo it is now XXXX on the XXXX  and I still have got XXXX  answers as to why my virtual card is temporarily unavailable so I have money in my account approximately XXXX that I cannot use so I can't do anything with it. \n\nWell I'm in the midst of trying to figure out why my virtual cards are frozen and no one's giving me answers so the last Lady I speak with I get pretty ill I'm not going to lie cuz this is like the hundredth time I've talked to someone for XXXX min to hour long phone calls with no help no solution. \n\nSo the last Lady I got pretty ill with I was like I'm going to hang up the phone you are not helping me there's nothing you can do spending your wheels with me and I have had it like I'm losing my mind I'm so hungry I haven't ate anything like and I'm losing my mind so I'm hanging up. \n\nso I hang up I take time to cool down I try to log back into my time to see if my cards are available yet because I was going to try to order a pizza because I'm hungry and I can't log into my account it says my email address and my password are incorrect and I need to reset my password. \n\nSo I go to reset my password and when I try to do that it says the phone number on my account is wrong mine to you I got all of this changed by an agent from this company the day before and it hasn't changed by me since then it's been the same email that I got it updated to the same phone number the same password that it's saved in my phone and that's what it is and I haven't changed it I haven't touched it so I'm like really distraught like what is going on someone is messing with my account. \n\nMy first thought is that it was an employee like I XXXXXXXX  someone off and they changed my information. Of course no one wants to admit that I'm calling in I'm furious and I want to know why my information was changed so I demand for them to tell me exactly what it says in their system for when my email address my phone number and my password were all changed that we're not my doing and who did it and no one knows what I'm talking about everybody is oblivious. \n\nSo I am fuming like I just know something isn't right I'm already in a dispute for unauthorized charges on my account and being treated like I'm the perpetrator and then my account my account is also being tampered with by either a hacker or a scammer or an employee of the bank that I'm banking with. \n\nSo I finally get on the phone with this guy and I'm letting him have it and then I start feeling bad and I calm down and I just explain everything to him and he comes back on and he tells me that yeah he sees something suspicious on my account he's looking into it his name was XXXX  and then the girl after him I forget what her name was but the last two people that I spoke with were great and they did their jobs and they found out that an employee got upset and changed my information they changed my email address they changed my phone number and they change my password so it was virtually impossible for me to get into my account and I knew I didn't change it. \n\nWhich I'm pretty sure is absolutely illegal and all of their calls are recorded so that recording of that phone call and that girl telling me that an employee absolutely changed my information is on their system so I am trying to figure out what I need to do right now because I'm pretty sure I have a lawsuit on my hands like I said I'm in a dispute for unauthorized charges on my account they issued me no type of credit to help me through this time with the money on my account that was taken I am literally back into a corner and I'm fighting tooth and nail to even eat like have funds to eat they have literally taken my ability to access any of my finances away and no one can give me answers and then they're also illegally changing my information. \n\nSo I'm also going to follow police report and I'm going to try to look into this and figure out what I need to do if I need to file a lawsuit or what needs to happen I mean because besides the person being fired like this is literally inhumane like what they're doing and I mean I have a XXXX XXXX and I have a family that I have to take care of and I literally cannot do anything I'm back into a corner. \n\nSo yeah in my cards at XXXX XXXX on the XXXX my virtual cards the only way that I can access my money are still temporarily unavailable so my little XXXX is just there and I can't use it. Also can't send the money that I have available to my husband because when I do that it also gives me an error message and says that I have to wait 24 hours. So I am literally at my Wit's end I'm going to try to put this phone down and calm down because my XXXX XXXX was XXXX  XXXX  like XXXX  and I felt like I was going to have a XXXX XXXX because I was so mad. I mean I'm just screwed I have very little money from the money that was taken for me I'm being treated like I am the criminal by the institution that's supposed to help me and instead of offering me a temporary credit on my account that way I can at least send the money to someone else so I can survive they told me that I waited too long from the time that my XXXX  was deposited on XXXX XXXX to file a dispute which was on the XXXX  which like I explained to them was out of my control I couldn't log in I had no idea that money was in there until the XXXX  and I disputed it immediately so like it's just insane and if anyone has any suggestions please let me know. But I suspect that I will be getting my money back and I am going to say if I have a lawsuit on my end I'm probably going to get a lot more but they better at the very least return my XXXX  money that was taken after everything because this is inhumane and I've given them all types of documentation showing there was suspicious activity going on in my emails through that time logins that I did not authorize changes to my passwords and then the unauthorized charges on XXXX which I didn't even have an XXXX at that time. So anyways"

Company response to consumer: Closed with explanation