Consumer complaint received 2024-08-11 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: NJ

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ( XXXX ) XXXX XX/XX/2024 RE : DEMAND FOR IMMEDIATE ACTION ON DISPUTE CLAIM ID : XXXX Account Number Ending In : XXXX Primary Claim ID : XXXX Original Dispute Amount : {$2400.00} Revised Dispute Amount : {$2400.00} Date of Initial Dispute Filing : XX/XX/2024 Type of Dispute : Debit - Unauthorized Transactions To Whom It May Concern, I am writing to express my severe frustration and outright dissatisfaction with Chime 's handling of my dispute, which I initially filed on XX/XX/2024. It is appalling that a financial institution like Chime would repeatedly fail to uphold its obligations under the Electronic Fund Transfer Act ( EFTA ) and Regulation E. Your institutions behavior in this matter has been nothing short of egregious, demonstrating a clear pattern of unfair and deceptive practices that will not be tolerated. 

Timeline of Dispute XXXX : XX/XX/2024 : I filed an initial dispute for unauthorized transactions totaling {$2400.00} across 92 transactions. Despite providing clear evidence that my account was compromised, Chime denied my claim in less than 24 hours. It is impossible for any reasonable investigation, let alone one involving coordination with other financial institutions and merchants, to be completed in this timeframe. 

XX/XX/2024 : I requested documentation of the supposed " investigation. '' Chime responded by providing only my Intake Form and the evidence I submitted. There was absolutely no indication that a proper investigation, including the filing of chargebacks, had been conducted. 

XX/XX/2024 : After submitting a rebuttal, Chime once again produced the same incomplete documentation, confirming that no actual investigation was carried out. Your institutions negligence in this matter is unacceptable. 

XX/XX/2024 : After directly contacting XXXX of the merchants involved, I received a credit of {$31.00}, which Chime conveniently acknowledged separately, reducing the disputed amount to {$2400.00}. Chimes decision to isolate this transaction and revise the claim amount reeks of an attempt to downplay the severity of the issue. 

XX/XX/2024 : Chime again erroneously closed my dispute, claiming no error occurred, despite my ongoing communications with multiple merchants conducting internal fraud investigations. This demonstrates a clear disregard for the truth and a deliberate effort to avoid your responsibilities under Regulation E. 

XX/XX/2024 : I filed a second rebuttal, providing further evidence of unauthorized transactions and communication with merchants. Chimes continued refusal to address this information and coordinate with merchants as you are obligated to do, is a blatant violation of my consumer rights. 

XX/XX/2024 : Just days before the 10-business-day deadline to avoid issuing the provisional credit I am entitled to, Chime once again denied my dispute, failing to perform chargebacks or investigate properly. This is a deliberate attempt to evade your legal responsibilities. 

Additional Example of Unfair Practices : Claim ID XXXX XX/XX/2024 : I filed a separate dispute for 12 unauthorized transactions totaling {$95.00} ( Claim ID : XXXX ). As expected, Chime denied this claim without conducting any investigation or coordinating with the merchant, XXXX, which is also involved in Claim ID XXXX. However, after I reached out to XXXX directly, they confirmed fraud and issued a full refund. 

XX/XX/2024 : Chime then reversed its position on this claim, acknowledging the error and crediting my account. This pattern of initially denying disputes only to acknowledge them after I, the customer, do your job for you, is absolutely unacceptable and further illustrates Chimes unfair and deceptive practices. 

DEMAND FOR IMMEDIATE ACTION : It is beyond clear that Chime has failed in its duty to protect its customers from unauthorized transactions. I am demanding that Chime : XXXX. Reopen Dispute Claim ID XXXX and properly investigate unauthorized transactions. This investigation must include the filing of chargebacks and coordination with the merchants involved. 

XXXX. Issue Provisional Credit* for the full disputed amount of {$2400.00} immediately**, as you have failed to resolve this matter within the timeframe required by law. 

XXXX. Provide a Written Explanation : detailing all actions taken, including chargebacks and communications with merchants, to resolve these disputes. 

I am filing a complaint with the Consumer Financial Protection Bureau ( CFPB ) today, using this letter as the basis for my complaint. Your actionsor lack thereofdemonstrate a clear pattern of unfair and deceptive practices that violate consumer protection laws, including the EFTA and Regulation E. If I do not receive a satisfactory response within **5 business days** I will escalate this matter further, including filing a complaint with the Federal Trade Commission ( FTC ) and exploring all legal avenues available to hold Chime accountable. 

I expect a prompt and comprehensive response to this letter. Failure to address these issues will result in further action, and I will ensure that Chime 's practices are brought to the attention of the appropriate regulatory bodies. 

Sincerely, XXXX XXXX [ Account Number Ending In : XXXX ] [ Claim ID : XXXX ]

Company response to consumer: Closed with explanation