Consumer complaint received 2025-07-10 00:00:00
Product: Prepaid card — Payroll card
Issue: Unexpected or other fees — 
Company: Chime Financial Inc
State: FL

Complaint narrative:
To Whom It May Concern, My name is XXXX XXXX, and I am writing to report a scam that resulted in the unauthorized withdrawal of {$700.00} from my Chime account on XX/XX/year>, and to request the reimbursement of these stolen funds. 

At approximately XXXX XXXX  on XX/XX/XXXX, I received a text message from XXXX, claiming to be a Chime alert. The message stated that a person named XXXX XXXX attempted to use my Chime card at a XXXX in XXXX for {$400.00}, and asked if I authorized the transaction. I immediately replied NO, identifying it as fraudulent. 

Shortly after, I received another message stating that a representative from Chime would be contacting me. I was then called by someone claiming to be a Chime representative named XXXX XXXX. The number that appeared on my caller ID was XXXXwhich is Chimes actual customer service number. Because of this, I believed the call was legitimate. This initial phone conversation began at XXXX XXXX  and lasted approximately 14 minutes. 

During the call, XXXX instructed me to freeze my cards to prevent further unauthorized use. I followed his instructions. He then told me I would receive a text message with a secure link, which would route me to the Chime app to process a refund. When I clicked the link, it appeared to take me to a familiar Chime interfacebut upon completing the steps, I unknowingly authorized a {$700.00} payment to XXXX XXXX as a refund request. At that point, the call disconnected. 

I attempted to call the number back multiple times, but the calls were either disconnected or dropped. It wasnt until I physically dialed the Chime customer service number myself that I was connected to a true Chime representative, who then informed me that the original call was a spoofed call. The scammer had made the real Chime customer service number appear on my screen, which explains why I had no reason to question the legitimacy of the initial communication. 

After this realization, I immediately followed all proper steps as instructed by the true Chime representatives. I documented every conversation, saved all related text messages, recorded phone numbers and timelines, and submitted a full set of supporting documents. 

Despite providing clear evidence that I was scammed and deceived by a spoofed number and impersonator, I was notified within just 48 hours that my claim had been denied and my funds would not be returned. This decision was made despite all evidence being submitted promptly and in detail. 

I respectfully request that my case be re-reviewed, taking into account the fact that : The scammer spoofed the legitimate Chime phone number, a tactic commonly used in phishing scams. 
I acted in good faith under the assumption that I was dealing with an actual Chime representative. 
I took immediate and appropriate action once I became aware of the scam. 
I have cooperated fully with Chimes instructions and submitted all required documentation. 

I ask that Chime reconsider this matter, as I am the victim of a sophisticated scam in which every effort was made to impersonate Chime and gain my trust by using your own customer service number. 

Please confirm via email what additional stepsif anyI need to take, or if further documentation is required. Also, please disregard a document I mistakenly submitted earlier regarding XXXX XXXX ( XXXX ), as that is not related to this case. 

Thank you for your time and understanding. I appreciate your urgent attention to this matter and look forward to a resolution. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation