Consumer complaint received 2024-03-18 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: CA

Complaint narrative:
Fraud Report Account Held by Chime FinanciaXXXX, XXXX XXXX XXXX XXXX Summary : On Tuesday, XX/XX/2024 I discovered that my debit card had been used thousands of times for microtransactions to the same merchant over a month-long period. Charges were placed around the clock ( 24 hour cycles ) ranging in frequency from every minute to every few minutes. The transactions began XX/XX/2024, and ended when my account had been completely drained of my life savings on XX/XX/2024. The total amount stolen from the account was {$6500.00} over XXXX transactions. All transactions are listed to the same merchant account. ( listed as " XXXX '', or " XXXX XXXX XXXX '' ) or " XXXX XXXX XXXX, XXXX '' in the transaction details ). If you look at the volume of transactions and the times they took place, you can clearly see it would be physically impossible for a human XXXX human being to place all those transactions, let alone XXXX who has to go to work, commute, run errands, and eat. 

It has been incredibly difficult to communicate with Chime support. Their systems continuously crashed when they attempted to flag the fraudulent transactions due to the sheer volume of the charges. As of XX/XX/2024, an associate was able to file the final claim, at which point I turned over all pertinent information to the XXXX XXXX Police Department XXXX XXXX XXXX. 

After attempting to escalate the issue via social media on Monday XX/XX/XXXX, I was contacted the same day by XXXX XXXX, a XXXX XXXX XXXX XXXXXXXX at chime, who asked me to provide details about the issue. She did not reply to my initial email, nor any of the emails I have sent her since. The team has been completely unresponsive, and has issued XXXX communication. 

On the several phone calls with their customer service team I have requested copies of the claims I filed so that I may have them for my records they were never sent. 

Today at XXXX XXXX XXXX XXXX XXXXXX/XX/2024 ) I received an email from them with them stating the following regarding XXXX of the XXXX claims attached to this incident. it reads as follows : This letter is to inform you that we have made a final determination regarding the claim referenced above. As part of our investigation, a review of our systems was performed in addition to information provided during the claim filing process. As applicable, we coordinate with other financial institutions, merchants, and networks as part of the claim review. 

Based on our investigation, we have concluded no error occurred. Therefore, no funds will be credited to your account and this claim is considered closed. 

You may request a copy of the documents we used in determining the final outcome of the investigation. If you have any additional questions or need further assistance, feel free to contact us at any time. 

Thanks, Chime Disputes XXXX '' I contacted them via telephone and writing to request a written copy of the investigation details, but they have not provided the requested written information in any of my requests throughout this experience, despite having requested written copies multiple times. 

I have a full police report with details I can submit to this organization.

Company response to consumer: Closed with monetary relief