ComplaintsforChime Financial, Inc.

Financial Technology

Additional Complaint Information

Customer Complaint:

BBB's profile for Chime was created in November 2014. A review of complaints was done in June 2024. For information concerning account security and account log in issues, consumers should review the following links.

https://www.chime.com/trust-safety/

https://help.chime.com/hc/en-us/articles/4406299339671-Why-can-t-I-log-in-to-my-account

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Initial Complaint
08/20/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Saturday august 10th I won money from the site called Prize picks and requested withdrawal to the debit card in the amount is $478.29 last 4 of the card 1088. While that transfer was in place my new card was being mailed. Same last 4 but different expiration date. As soon as I got the card I activated. Monday comes around and I still dont have my money and was told to be patient by both companies. Tuesday comes and I still dont have my money but decided to withdrawal a different amount of $73.25 that posted immediately to my chime with my old debit card! So I was really starting to get worried cause my $478.29 didnt post immediately. So I wait the 3-5 business days and its now august 20th and chime says they dont see any update on my money being sent to chime. The merchant prize picks confirm it was sent successfully 8/12 when checking my statements it appears prize uses a **** debit card transfer that I was under the impression Takes under 24 hours via the **** direct website . Please help me get my money
Customer response
08/22/2024
From: ************************* <**********************>
Sent: Thursday, August 22, 2024 8:19 AM
To: info <************************************>
Subject: Complaint

I would like to cancel my complaint. I got my money

Number 22168411
Initial Complaint
08/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Aug. 7, 2024 at 12:35 Around about 5:40pm I got out of class, I was walking to my car, then received a text message stating did you authorize this transaction yes or no. I didn't have time really see the number because it said chime. So, I didn't ***ly because I was followed up with a phone call. I started not to answer but I did. he said he was a *** from CHIME and that my account has been compromised. that someone tried to withdraw 300 dollars twice. Now because I use apple pay with all my card including chime i tap pay for everything. so I could believe that. he said he will call back tomorrow to set me up a new account. that was the end of the phone call. The next day i received a phone call from ************* they said they were chime. he had a Foreigner Accent. he set up a password that i wrote down SecureChime1, then He gave me a confirmation number that was **********. He told me to take my money and transfer it to My checking's, then he told me to put the confirmation into payable to transfer into a new account. once i did that, he said hold one moment to make changes to my new account, i was on hold with music and he never clicked back over. I called chime on another device explaining what happened and they said that they don't make out-bound calls, that that was not them. I knew instantly i have identify theft and fraud by someone. I then filed a dispute with chime explaining what happened. they said that they would credit the money into my account within ******* to 10 business days. but they said it can take up to 40 days to finalize the dispute. i received a letter in my email stating they did a full thorough investigation the claim, and that they don't see any reason to make changes to credit my account.
Business response
08/20/2024
Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *******************************.

On August 5, 2024, Curteisha contacted us via phone regarding a Pay Anyone transfer in the amount of $1,107.07 which Curteisha stated was unauthorized. We then opened an investigation into the matter and filed a dispute.

On August 6, 2024, we notified Curteisha via email that we completed our investigation and based on the information available, we determined that no error occurred.

On August 7, 2024, Curteisha inquired about reopening the case, and a rebuttal claim was opened.

On August 19, 2024, we notified Curteisha via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied.

Please note, Chime will never ask members for their password, account and routing number, or money in exchange for services. Members can read more about protecting themselves from online scams by visiting Trust & Safety in our *********** and blog post: ******************************************************************************************************

We thank you for the opportunity to respond to *********************************** complaint. If ******************************* continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Customer response
08/20/2024

Complaint: 22120837

I am rejecting this response because:

Sincerely,

*******************************
Customer response
08/21/2024
Chime is fraud they had a Rep **** my phone tell me to send money to another account because my account has been compromised to only take the money that I sent which was $1107.07 , I would have never sent my check to someone I didnt know I was under the impression that it was chime trying to help me with my account now I am without money and I am missing out on my bills. I would have never sent money over to a new account if I had known that that was not Chime they called me from Chime number as well
Business response
08/26/2024
Thank you for giving us the opportunity to follow up on *********************************** BBB complaint.

Please note that Chime doesn't do phone calls urging members to send funds through a service like Pay Anyone or share sensitive information like their password or account and routing number. Members can read more about protecting themselves from online scams by visiting Trust & Safety in our *********** and blog post: ******************************************************************************************************

We are unable to cancel or refund the transfer Curteisha initiated once it has been processed to the designated recipient. We understand this is not the resolution Curteisha was seeking, but we are confident the investigation of the claim was properly conducted and resolved.

We thank you for the opportunity to respond to *********************************** complaint. If ******************************* continues to have concerns regarding their complaint, please have them contact Chime *************** at ************
Customer response
08/26/2024

Complaint: 22120837

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
08/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called chime 08/10/2024 because i was charged on the wrong debit card from a company on 08/09/2024. The transactions all together was totaled to about $400. I told them how i was only able to talk a robot when i contacted the company & was told later on to speak to the company again.
Business response
08/19/2024
Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ***********************.

On August 10, 2024, ***** contacted us via phone regarding Sezzle **** transactions which ***** stated were paid by other means.

To fully address *****'s complaint, we ask that ***** contact us to specifically identify any concerns or activity including the merchants name, the amount, and the transaction date for each individual transaction.

We thank you for the opportunity to respond to *********************** complaint. If *********************** continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Customer response
08/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
08/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to withdraw $1,200 from the atm at ********* located at ********************************** to pay my rent. I had to do 4 separate transaction because the atm only allows you to take out $300 at a time. When I did the last transaction of $300 the atm didnt dispense my money. Chime charged me the $300 so instead of getting $1200 I only got $900. Chime is refusing to give me my $300 back. I filed a dispute with chime and the atm company. I sent proof of the receipt and the phone call I made to the atm company. They still refuse to give the $300 back.
Business response
08/19/2024
Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *****************************.

On August 1, 2024, Wendy contacted us via phone regarding one (1) ATM withdrawal amounting $300.00 which **********;stated was cash was not dispensed for. We then opened an investigation into the matter and filed a dispute.

On August 4, 2024, we notified Wendy via email that we completed our investigation and based on the information available, we determined that no error occurred.

On the same day, Wendy inquired about reopening the case, and a rebuttal claim was opened.

The rebuttal investigation is currently in process, and we are working to resolve ***********;case as quickly as possible. Please note, the timeframe for the rebuttal process is 45 days.

As part of our dispute investigation, we filed a chargeback for the eligible transaction. A chargeback is a request to the merchant, from Chime, to have the funds from a disputed transaction returned to the member. Merchants are able to reject chargebacks and can provide their own evidence to show that a transaction is legitimate. We will notify **********;the results of the investigation no later than September 18, 2024.

We thank you for the opportunity to respond to ******************************* complaint. If *************************;continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Initial Complaint
08/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Late in delivering direct deposits. When you go and speak with a representative. You get several different answers. The issue has been on going and chime seems to be refusing to make a statement. People have bills to pay.
Business response
08/19/2024
Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *********************************.

On August 10, 2024, Quinton contacted us via live chat regarding a direct deposit they were expecting from their employer, which Quinton stated was not posted to their account.

Our records show that the recent direct deposit on **************;account was posted on August 11, 2024.

Please note that when a direct deposit is initiated by the sender, it goes through mandatory processing steps before arriving at Chime. Upon receipt of **************;direct deposit, we post it to Quintons Chime Checking Account Monday through Friday, excluding bank holidays.

If Quinton still did not receive their expected direct deposit from their employer, we recommend Quinton to reach out to the originator of the deposit for further information and to ensure that all information provided was correct.

We appreciate Quinton for sharing their feedback with us. We're dedicated to creating the best experience possible for all of our members and greatly appreciate Quintons input.

We thank you for the opportunity to respond to ********************************* complaint. If *****************************;continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Initial Complaint
08/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This issue does not pertain to the banking services provided by Chime but to the services used to the services they utilize to handle disputes. By far the most frustrating and incompetent service to help fight claims, they request documents and do absolutely nothing with them. I would say the research of a claim on their end involves the flip of a coin but that would be too generous. I provided substantial information pertaining to the validity of two claims, both of which contained in writing that goods and services hadnt been provided and the claims were both denied. When i requested documents to explain why, I was given the documents I had provided, no research, no investigation done!
Business response
08/18/2024
Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ************

Claim ID: ********
On May 27, 2024, **** contacted us via Chime app regarding a transaction totaling $130.00 of which **** stated goods were not received. We then opened an investigation into the matter and filed a dispute.

On June 11, 2024, we notified **** via email that we completed our investigation and based on the information available, we determined that no error occurred.

On the same date, **** inquired about reopening the case, and a rebuttal claim was opened.

As part of our dispute investigation, we filed chargebacks for eligible transaction. A chargeback is a request to the merchant, from Chime, to have the funds from a disputed transaction returned to the member. Merchants are able to reject chargebacks and can provide their own evidence to show that a transaction is legitimate. Our records indicate we received compelling evidence from the merchant regarding ****'s dispute. On July 1, 2024, we concluded our investigation and determined no error occurred. **** was notified of this on the same day.

On July 10, 2024, **** inquired about reopening the case, and a rebuttal claim was opened.

On August 8, 2024, we notified **** via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied.

Claim ID: ********
On June 23, 2024, **** contacted us via phone regarding a transaction totaling $288.19 of which **** stated goods were not received. We then opened an investigation into the matter and filed a dispute.

On July 10, 2024, we notified **** via email that we completed our investigation and based on the information available, we determined that no error occurred.

On the same date, **** inquired about reopening the case, and a rebuttal claim was opened.

On August 10, 2024, we notified **** via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied.

We thank you for the opportunity to respond to **** As complaint. If **** A continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Customer response
08/18/2024

Complaint: 22122242

I am rejecting this response because:
No evidence that you had thoroughly conducted an investigation had been shown When linking to the documents provided in both circumstances all that was presented was my evidence. When looking at the evidence for the $130 investigation on your end it is plain to see that I was in fact scammed by the individual. In the second totaling $288.19, within my evidence presented the buyer themselves admitted wrongdoing and filed a claim themselves as to the validity of the missing product to this day I have yet to receive. Leading me to conclude that either an investigation did not occur on your end or you were not thorough at at with it.

Sincerely,

**********
Initial Complaint
08/10/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
08/8/2024 Issued on 08/09/2024 by ************* $789.64 Spoke with a customer service *** and let them know that i haven't received1 my deposit, she ***lied they haven't my deposit.i was emailed by ****** saying my deposit was sent. Why haven't my deposit been added to my account for two days.
Business response
08/18/2024
Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ************************.

On August 9, 2024 and August 10, 2024, ***** contacted us regarding a direct deposit they were expecting from Corvel Treasury in the amount of $789.64, which ***** stated was not posted to their account.

Our records show that on August 11, 2024, the direct deposit Romon referenced was posted to the account.

Please note that when a direct deposit is initiated by the sender, it goes through mandatory processing steps before arriving at Chime. Upon receipt of ************;direct deposit, we post it to *****'s Chime Checking Account Monday through Friday, excluding bank holidays.

We thank you for the opportunity to respond to ************************' complaint. If ************************ continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Initial Complaint
08/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received charges to my chime debit card from areas in ***********. I live in ************* and have never been to ***********. I filed a dispute with chime and they denied my claims claiming no error occurred. I filed the dispute August 6, 2024 and August 8, 2024 and less than 48 hours later my disputes was denied. I asked them to give me the documents showing why the disputes was denied and was told to wait 10 business days. I've never been to *********** and I also believe they didn't do a thorough investigation or actually investigate at all. I followed up with a rebuttal and no one at chime is giving me any answers to the questions I'm asking. The first dispute filed on August 6, 2024 was for $552.67 and the one from August 8, 2024 for $35.11.
Business response
08/18/2024
Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *********************.

Claim ID: ********
On August 6, 2024, ***** contacted us via phone regarding thirty-six (36) transactions totaling $552.67 which ***** stated were unauthorized. We then opened an investigation into the matter and filed a dispute.

On August 8, 2024, we notified ***** via email that we completed our investigation and based on the information available, we determined that no error occurred.

On the same ****************** inquired about reopening the case, and a rebuttal claim was opened. ***** also requested a copy of the documents we relied on in making our determination which were forwarded to the email on file on August 10, 2024.

The rebuttal investigation is currently in process, and we are working to resolve *****' case as quickly as possible. ***** will be notified via email regarding an update no later than August 22, 2024.

Claim ID: ********
On August 7, 2024, ***** contacted us via phone regarding three (3) transactions totaling $35.11 which ***** stated were unauthorized. We then opened an investigation into the matter and filed a dispute.

On August 9, 2024, we notified ***** via email that we completed our investigation and based on the information available, we determined that no error occurred.

We thank you for the opportunity to respond to *********************' complaint. If ********************* continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Customer response
08/18/2024

Complaint: 22121133

I am rejecting this response because: Chime sent me documents of the original questions they asked me and the list of the dispute charges that was redacted. No proof was provided when I called and spoke with a supervisor. I was told that someone from their investigation team will contact me. Im still waiting to be contacted. Ive submitted documents of my whereabouts when the first transaction occurred. I was on ************* 2 hours prior to the first transaction. It's impossible to get from ************* ** to *********** within 2 hours give or take a few minutes. As chime stated I'm still waiting for resolution.

Sincerely,

*********************
Business response
08/22/2024
Thank you for giving us the opportunity to follow up on *********************' BBB complaint.

Claim ID: ********
On August 8, 2024, ***** inquired about reopening the case, and a rebuttal claim was opened.

On August 20, we notified ***** via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied.

We understand this is not the resolution ***** was seeking, but we are confident the investigations of the claims were properly conducted and resolved.

We thank you for the opportunity to respond to *********************' complaint. If ********************* continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Customer response
08/22/2024

Complaint: 22121133

I am rejecting this response because: I gave them documents of my whereabouts when the transactions occurred and they still denied the claim. This so called bank is worthless. My next step with be hiring a lawyer. If anyone is reading this just know chime will allow you to be robbed and deny any dispute you submit. I honestly don't believe they did any type of investigating because if they did anybody with a brain could see that it's literally impossible to be in 2 places at once. I've read reviews and post about chime and this has happened to thousands of other people. Chime is worthless and I hope someone files a class action lawsuit.,

Sincerely,

*********************
Initial Complaint
08/09/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am not liable for this debt with Chime. I do not have a contract with this collection agency, they did not provide me with the original contract as requested Correction to my credit report. I demand this account be removed from credit report.
Business response
08/16/2024
Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *****************************.

On August 9, 2024, ******** reached out to Chime regarding their Credit Builder account balance, and credit report. We then have informed ******** that the account is not in negative balance.

Our records indicate that a payment of $87.96 was posted to Kentrells Credit Builder account on June 11, 2024. As of August 13, 2024, Kentrell has $4.58 available to spend on their Credit Builder Card.

Kentrells Credit Builder statements can be accessed in the app by following these steps:
1. Go to Settings
2. Scroll to Documents
3. Select Account Statements
4. Tap Credit
Current and past statements are always available in the app, and Kentrell can download or print them at any time. Should there be transactions unauthorized by ******** on the account, they may report through the phone number below.

Chime reports information accurately to the three major credit bureaus. Our records further indicate ********* account is being reported accurately. To remain fair and impartial to all our members, we are unable to modify our credit reporting procedure.

We thank you for the opportunity to respond to Kentrell Dabneys complaint. If ***************************** continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Initial Complaint
08/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a chime financial client for over 3 years. They were great up until this pst month. I had someone stole my phone and use my chime to make transactions on my account. At this time I had no password on my phone and my phone has a wallet case so everything along with my phone was stolen. My Id my Cards and cash. I went directly to chime to file a dispute that was denied within a day or two then I made a rebuttal and provided a police report a long with other documents they asked for. This person used ******* on hotels in one month. I have my own apartment and was in no need of a hotel. Chime has denied the rebuttal even with the police report I had filed and provided to them. Now they will not help me with this further. I am extremely frustrated at this point as I need to pay rent and will be severely behind due to this. I would like a refund and I would like chime to actually provide it this time as I given them everything they need. Its ridiculous to think that anyone could steal your phone use your chime and they will just allow it and not help even after I provided the police report.
Business response
08/16/2024
Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *********************.

On July 26, 2024, ***** contacted us via phone regarding ninety-four (94) transactions totaling $1,893.24 which ***** stated were unauthorized. We then opened an investigation into the matter and filed a dispute.

On July 28, 2024, we notified ***** via email that we completed our investigation and based on the information available, we determined that no error occurred for ninety-three transactions totaling $1,871.96. The remainder of the claim totaling $21.28 was determined to have been refunded by the merchant on July 7, 2024.

Between July 29, 2024 and Aug 13, 2024, ***** made multiple requests to reopen the investigation and rebuttals were initiated. The rebuttal investigation is currently in process, and we are working to resolve *****'s case as quickly as possible. ***** will receive an update regarding the status of their dispute no later than August 27, 2024.

We thank you for the opportunity to respond to ************************* complaint. If ********************* continues to have concerns regarding their complaint, please have them contact Chime *************** at ************.
Customer response
08/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************

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