Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My sister passed away February 2022. I am the beneficiary/ power of attorney over her estate. She was a Chime customer. She had some fraudulent transactions on her account that I have been trying to dispute. It has been a very difficult process because all communication is via email. This could have all be resolved with one phone call but no Chime doesn't do phone call. This is so ridiculous and unprofessional. I just want this transactions disputed and legal action to be taken against the person that made this transactions. I need this resolved asap as it is ****

  Business Response

  Date: 05/28/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ****'***********************.
   
  On May 13, 2022, ****'ona contacted us regarding a dispute filed by their deceased sibling, in which the dispute was denied. 
   
  We have escalated the dispute referenced in ****'ona's complaint for further review. ****'ona will be notified via email as soon as the investigation process is completed.
   
  We thank you for the opportunity to respond to ****'ona Campbells complaint. If ****'ona Campbell continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.
   
  
  
  

  Customer Answer

  Date: 06/07/2022

  Please see attached. You will find all of the emails from Chime. They said dispute was denied. I received an email 6/1/22 saying  they put a credit over $11k on a closed account. You can use the card nor can the account be reopen. Funds can't be applied to an account that is closed. So where are the funds? Did they send a check? I need to know how I can access the fund.

  Business Response

  Date: 06/13/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by Brea'***********************.
  
  On May 13, 2022, ****'ona contacted us via email regarding multiple transactions totaling $11,063.50 which Brea'ona stated were unauthorized. We then opened an investigation into the matter and filed a dispute. The same day, we notified Brea'ona via email that we completed our investigation and based on the information available, we determined that no error occurred.
   
  On May 18, 2022, Brea'ona inquired about reopening the case, and a rebuttal claim was opened.
   
  On May 19, 2022, we notified Brea'ona via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied.
   
  Upon receipt of this complaint, we started re-investigating the claim, and so we applied a provisional credit to the account for the full amount of the dispute on June 1, 2022. This temporary credit was provided to allow access to the full use of the funds while we completed our investigation. The investigation will be completed by July 17, 2022.
   
  A refund check with the remaining amount of $11,063.71 is being sent to the address that was provided within the complaint. Please allow up to fourteen days for the check to arrive.
   
  We thank you for the opportunity to respond to Brea'ona Campbells complaint. If Brea'ona Campbell continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 06/13/2022

   
  Complaint: 17215293
  
  I am rejecting this response because:
  
  Chime didn't tell me that the check would me mailed to me. Whos name was the check sent in? I need to know this as it will ve difficult to cash if it was put in my sisters name. When was the check sent to the address below?3303 ******************************************************** Sincerely,
  
  Brea'***********************

  Business Response

  Date: 06/15/2022

  Thank you for giving us the opportunity to follow up on ****'ona Campbells BBB complaint.
  
  We can confirm that the refund check for the remaining account balance was sent in the name of the original account holder to the address provided in this complaint on June 13, 2022. Please allow up to fourteen days for the check to arrive. 
   
  We thank you for the opportunity to respond to Brea'ona Campbells complaint. If Brea'ona Campbell continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 06/17/2022

   
  Complaint: 17215293
  
  I am rejecting this response because:
  
  These checks can't be cashed because they weren't sent in my name. So her bills and other affairs are still in limbo because of this. Can you please get these sent in my name so I can get *************** paid off. This was not sent correctly Sincerely,
  
  Brea'***********************

  Business Response

  Date: 06/22/2022

  Thank you for the opportunity to follow up on Brea'*************************** BBB complaint. The checks were made payable to the estate of the member. We are unable to modify the check recipient. 
  
  We thank you for the opportunity to respond to Brea'ona Campbells complaint. If Brea'*********************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.
  

  Customer Answer

  Date: 06/23/2022

   
  Complaint: 17215293
  
  I am rejecting this response because:
  
  Well if you can't make the checks payable to me then they will not get cashed. Then you will have funds sitting and you will have to reissue. What was the point of sending them to me and I can't cash them? Sincerely,
  
  Brea'***********************

  Business Response

  Date: 07/01/2022

  Thank you for the opportunity to follow up again on Brea'*************************** BBB complaint. When an account is closed, the remaining funds are released to the estate of the deceased member. Please note, Chime is unable to modify the check recipient. 

  We understand this is not the resolution Brea'*********************** is looking for, we appreciate their concerns but are unable to send a check to a different payee. 

• Initial Complaint

  Date:05/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1st transactions to pay bills was processed on a Thursday 5/12/22 by Friday morning at 2am account was already hacked by using account information. Company was notified of occurence. The company replied with an email stating the process was done in error. On sunday 5/15/22,my account was hacked again and the company allowed for my personal information to be changed on the account. While contacting member services I recieved text messages informing an unknown person was requesting money. While inquiring with member services, my account was placed on hold without warring or notice. ****** services stated in order to get access to my money and to reopen my account I had to submit my ID with a copy of back and front,my ss card, and a ****. After informing that is how information is stolen I hung up. Following day 5/16/22. In order to get my money, a copy was submitted of my ID with number erased, ss# only showing last 4, and a **** with account number erased. Moments later after submitting my personal information, I receive an email from "member services " with the subject line transfer $170 to with a person's user name. I reconnected with member service and they wanted me to send my personal information "AGAIN" even though they verified they had it right in front of them and with a selfie this time holding a paper saying my name and date. I informed I was not going to resend my information especially with a selfie. They stated if they didn't get the information then they would not reopen my account and would keep my money. Lastly informed member services "the people who changed my information and hacked my account didn't have to go through all this,yet it's my account and I have to provide the same information over and over and still dont have my money. Till current I continue to receive emails to transfer different amounts of money to different people, all while Chime continues to hold my money with personal identification right in front of them to reopen my account.

  Business Response

  Date: 05/25/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *****************************.
  
  On May 15, 2022, during a routine monitoring of accounts, we identified suspicious activity on the account. As a result, we placed a hold on the account and requested documentation from Kristy that could verify their identity.
   
  The account remains suspended and is not eligible to be re-enabled or for a refund check until Kristy provides valid copies of the required documents. We emailed Kristy on May 16, 2022, requesting the documentation that is still needed to re-enable the account. 
  
  The requested documentation can be sent to us by email at ********************************.
   
  We thank you for the opportunity to respond to ****** Torralvas complaint. If ****** Torralva continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 05/25/2022

  Good Evening,
  I ***************************** do not agree with the response of the chime financial company. I have attached the documents that were sent with the email details.

  Business Response

  Date: 06/01/2022

  Thank you for giving us the opportunity to follow up on ****** Torralvas BBB complaint.
  
  To provide the safest possible banking platform for our members, sometimes holds are placed on accounts in order to keep members money and information safe while we verify the account is not being abused.
   
  We are more than happy to work with Kristy to get their account reinstated/issue a refund for the remaining balance on the account. The account remains suspended and is not eligible to be re-enabled or for a refund check until Kristy provides valid copies of the required documents. We emailed Kristy on May 17, 2022, requesting the documentation that is still needed to re-enable the account. 
  
  The requested documentation can be sent to Chime by email at ********************************.
   
  We thank you for the opportunity to respond to ****** Torralvas complaint. If ****** Torralva continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17210555
  
  I am rejecting this response because:
  
  I had submitted the required identification and speaking to the representative at Chime, they informed they recieved the documentations but wanted me to resend the information. I am not sending information,when they have it right in front of them. Resending my information when it's right in front of them,raises to many red flags.Sincerely,
  
  ****** T

  Business Response

  Date: 06/09/2022

  Thank you for giving us the opportunity to follow up on ****** Torralvas BBB complaint.
  
  Unfortunately, we are unable to take further action to the account without the requested documentation. As a result, the account will remain suspended until valid documentation is provided.
  
  The requested documentation can be sent to us by email at ********************************. ****** can contact Chime ****** Services at ************ if they have additional questions or concerns.
   
  We thank you for the opportunity to respond to ****** Torralvas complaint. If ****** Torralva continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.
  
  

• Initial Complaint

  Date:05/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11, 2022 my chime account debit card ending with ****************************************************** the amount of $503.00. I placed a call to chime at that point to inform them that this was fraud and I did not withdraw this money. They told me then I needed to wait until the money posted to my account before I could file a dispute. They would also issue me a new debit card and stop my old card. I contacted chime again today May 16, 2022 at approximately 1:15 PM or 1:30 PM to tell them that the money had posted and I needed to file a dispute. At that time I was transferred to the dispute department and a formal dispute was started. I was told it could take up to 90 days to hear a response. I checked my email on May 16, 2022 around 3 PM and I had received an email stating that no error had been found and my claim was denied. I then called chime this evening when I came home from work around 6:30 PM and was told there was nothing I could do. All I could do was request the forms at this time that shows why my claim Was denied and that could take up to 10 business days. I once again explain to everyone that all the money has been taken out of my account and I had no food and was unable to pay my bills. No one seem to care but they continued to transfer me to different departments. Once I asked who I needed to file a complaint against the company my call was all of a sudden disconnected.I am attaching the proof of the letter that I received today that my claim was denied as well as a screenshot of the alert that shows two transactions that were done at 8:07 AM while I was at work. The first transaction was denied for the wrong pin number the second transaction less than one minute later went through. There are also photos of the calls to chime. I can send a copy of my time sheet That shows I was at work and a completely different area of ********** while this transaction was being done.

  Business Response

  Date: 05/17/2022

  This complaint is intended for CHIME bank or financial services. Somehow this complaint has gotten sent to my computer store Chime Technologies LLC in ******** ****. I / we are not affiliated with the CHIME financial services business. We never sold anything to this customer and her complaint is not with my Company.  Please remove this complaint as it is not intended for my computer store but the company named CHIME financial. 

   

  Thank you,

   

  *********** Chime

  Chime Technologies LLC  

  1331 ***********

  ********, **** 44870

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

  Business Response

  Date: 05/26/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *****************************.
   
  On May 16, 2022, ******** contacted us via phone regarding an ATM withdraw totaling $503.00 which ******** stated was unauthorized. We then opened an investigation into the matter and filed a dispute. On that same day, we notified ******** via email that we completed our investigation and based on the information available, we determined that no error occurred. As a result, ******** requested a copy of the documents we relied on in making our determination.
   
  On May 18, 2022, a copy of the documents Kimberly requested were forwarded to the email on file.
   
  Upon receipt of ********** complaint filed with the BBB, we began an additional review of the dispute claim. On May 21, 2022, we completed our review and determined that an error did occur. As a result, a final credit was issued for the full amount of the dispute and an email notification was sent informing ******** of the outcome. 
  
  We thank you for the opportunity to respond to ******************************* complaint. If ***************************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

• Initial Complaint

  Date:05/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 5th, 2022 My Chime account was charged 2 separate transactions that I did not make. One transaction was for $98.84 at 4:12pm and another for $4.87 at 4:15pm. I was home at the time this was happening (I have proof of my location for *** 5th,2022) and had my card in my possession. This occurred at *************************************************************************** at a gas station called 7-Eleven. These transactions put my account in overdraft by $90.00 which the person took everything they could get. Somehow my account was being accessed without my permission and without needing my card psychically to use it at this gas station. I reported this to chime immediately on May 5th,2022 as soon as I seen my card was charged fraudulently. Chime representatives told me I would have to wait after one of the transactions stopped pending in order to dispute it. I called back May 8th, ******************************************************* to email them with documents to support my disputes. I was told this would take about 90 calendar days to decide, but was given a decision within 5 hours that same day and they denied me saying due to no errors and needed more documents. Therefore, I called and asked what else do they need, they told me to get a police report in order to receive my refund. I was able to file a police report on May 12th, 2022 after getting the run around with Chime and sent in the police report documents May 16th, 2022 to Chimes support email. Unfortunately, they are continuing to deny me a refund even after providing proof of a police report and talking with an officer. They are not telling me what further proof is needed and I can not get ahold of anyone who can really help me with my situation other than generic email responses and I need help with getting my money back!

  Business Response

  Date: 05/26/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by Telah *******.
  
  On May 8, 2022, Telah contacted us via phone regarding 2 transactions totaling $103.71 which Telah stated were unauthorized. We then opened an investigation into the matter and filed a dispute. The same day, we notified Telah via email that we completed our investigation and based on the information available, we determined that no error occurred. Additionally, Telah requested a copy of the documents we relied on in making our determination.
   
  On May 10, 2022, a copy of the documents Telah requested was forwarded to the email on file. The same day, Telah inquired about reopening the case, and a rebuttal claim was opened.
   
  On May 11, 2022, we notified Telah via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied. 
   
  On May 16, 2022, Telah inquired about reopening the case, and a rebuttal claim was opened. The same day, we notified Telah via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied. Later that same day, Telah inquired about reopening the case, and a rebuttal claim was opened.
   
  On May 17, 2022, we notified Telah via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied. 
   
  Upon receipt of this complaint, we started re-investigating the claim. Should the claim be overturned, Telah will be notified via email and a credit will be applied to the account. 
   
  We thank you for the opportunity to respond to Telah Jacksons complaint. If Telah Jackson continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 05/26/2022

   
  Complaint: 17213093
  
  I am rejecting this response because:

  Ive provided all documentation that was asked of me by Chime. They are not being truthful in there response regarding my case.Chime is lying about investigating my case when I have proof of several denies from them. I just want my refund im out of money that was illegally took out of my account and Chime is still not doing anything to resolve this issue. I have emailed them several times and get the same exact generic fake response that isnt telling me anything further or helping out my case in any type of way. 
  
  Sincerely,
  
  Telah *******

  Business Response

  Date: 06/02/2022

  Thank you for giving us the opportunity to follow up on Telah Jacksons BBB complaint.
  
  Upon receipt of this complaint, we re-investigated the claim and found that an error did occur. As a result, a credit in the amount of $103.71 was applied to Telah's account on May 26, 2022. 
   
  We thank you for the opportunity to respond to Telah Jacksons complaint. If Telah Jackson continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

• Initial Complaint

  Date:05/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 5/14 I was charged by country inn for a hotel room. But due to some unforeseen events I wasn't able to make it in time to the hotel due to transportation issues. I called and emailed the hotel about this with no avail. I reached out to chime to help resolve the matter but they quickly closed out the dispute.

  Business Response

  Date: 05/26/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by Eyvaughn *********.
   
  On May 17, 2022, Eyvaughn contacted us via phone regarding a transaction totaling $185.24 for which Eyvaughn stated they did not receive services. We then opened an investigation into the matter and filed a dispute. On that same day, we notified Eyvaughn via email that we completed our investigation and based on the information available, we determined that no error occurred. Eyvaughn then inquired about reopening the case, and a rebuttal claim was opened. Later that day, we notified Eyvaughn via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied. As a result, Eyvaughn requested a copy of the documents we relied on in making our determination.
   
  On May 18, 2022, a copy of the documents Eyvaughn requested were forwarded to the email on file.
   
  We understand this is not the resolution Eyvaughn 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 Eyvaughn Standifers complaint. If Eyvaughn ********* continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

• Initial Complaint

  Date:05/17/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was closed for fraud you all say but I have never committed fraud in my life. This is un acceptable. My ex was sending me money to survive in ***** and rent a car and you all are calling it fraudulent. I have been trying to get this solved for over a year. This isnt right. So Im closing my account I had no money and I lost the rental and had to find away back to Tennessee. Which in turn ruined my plans for moving to *****

  Business Response

  Date: 05/25/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by Senekwa Grace.
   
  On May 21, 2021, after a complete review of Senekwa's account, we determined that the account was not in compliance with Chimes internal policies and the account agreement provided at account opening, therefore we exercised our right to close the account.
   
  On June 4, 2021, a check for the remaining balance on Senekwas account, in the amount of $0.57 was mailed to them. Our records show that it was cancelled after the 180 day cashing period. We consider this matter closed.
   
  We thank you for the opportunity to respond to Senekwa Graces complaint. If Senekwa Grace continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 05/26/2022

   
  Complaint: 17212967
  
  I am rejecting this response because: this is happening to to many people using your platform for there banking and credit . You all keep saying I was not in compliance but will not tell me what policy it is that was violated. I feel you guys are seeing many accounts belonging to African Americans getting big amounts of money and you all close them when those big amounts start coming. This is absolutely ridiculous and absurd to mess with people trying and succeeding only to knock them back. Chimes name is becoming associated with a lot of negative things I wouldnt recommend this company to anyone anymore.
  
  Sincerely,
  
  Senekwa *****

  Business Response

  Date: 06/01/2022

  Thank you for giving us the opportunity to follow up on Senekwa ******* BBB complaint.
  
  On May 21, 2021, Chime exercised its right to close the account registered to Senekwa in accordance with Section (I)(C)(9) titled Account Holds, Suspensions, Restrictions and Closures of the Chime Deposit Account https://www.chime.com/policies/bancorp/deposit-account-agreement/. Please note, Chime does not consider a members race, color, religion, national origin, ***, marital status, or age when taking actions on member accounts.
   
  We thank you for the opportunity to respond to Senekwa ******* complaint. If Senekwa ***** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.
  

  Customer Answer

  Date: 06/02/2022

   
  Complaint: 17212967
  
  I am rejecting this response because: I refuse to email you all directly anymore and I will continue tell friends and family to file there complaints with the BBB and not you all directly. I didnt violate any policy at all. At this point I want your bbb grade to drop and I will be providing reviews everywhere I can leave them and I will not be the only one. I dont need you to respond any more. Chime has disappointed a lot of people. I hope you guys can do damage control because We are about to flood the bbb with complaints and expose the truth behind chime. Thanks and have a wonderful day.
  
  Sincerely,
  
  Senekwa *****

  Business Response

  Date: 06/09/2022

  Thank you for giving us the opportunity to follow up on Senekwa ******* BBB complaint.
  
  Chime strives to provide the best service to all of our members. We apologize for Senekwa's experience and appreciate their feedback. We thank you for the opportunity to respond to Senekwa ******* complaint. We consider this matter closed. 

• Initial Complaint

  Date:05/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used chimes service called spot me. They say when you use it tipping is optional but when I looked at my account there was a tip for $6.43. That I 100% did not authorize I called customer service and they automatically said to me since it was a tip, I cannot get my money back. They also said it was an authorize transaction and there is nothing they could do about it. This is my banking service

  Business Response

  Date: 05/25/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ***********************.
   
  On May 7, 2022, Tre contacted us via email regarding a tip in the amount of $6.43, they did not authorize.
   
  Tre did receive an adjustment in the amount of $6.43 on their account on May 18, 2022.
   
  We thank you for the opportunity to respond to Tre Davidsons complaint. If *********************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at *********************************

• Initial Complaint

  Date:05/17/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Saturday was on my way home and tried to access my chime account. Tmobile had terminated my service before the scheduled date, so I had hit password reset, due to the verification, the chimes system tried to send the code to a deadline. I called their support line, and after a fair amount of time, verification of id, and transactions, the associate only unlocked my debit card. instructed that when I got home to email support. I did email them as instructed, first response did not come till the next day, then stated needed a copy of the id. Sent that, then the next email said need id, selfie, and email needs to be from the same as the account. Completed and followed these steps, then the next one .. wasn't focused ineligible, followed those, then next was last for of social, id, then selfie with holding id, Next email id, social, a selfie with today's date and holding id, and transactions. even up till a minute ago , they instructed me to redownload app. They are not even attempting to fix or allow me access to my account

  Business Response

  Date: 05/25/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *****************.
   
  On May 17, 2022, *** contacted Chime ****** Services to report they were experiencing issues logging into their Chime Account and wanted to change the phone number on file. *** stated that they wanted to update their phone number to a landline number; which is not associated with SMS verification for the Chime Mobile App. That same day, we emailed *** requesting the documentation that is needed to assist change the information on the account. *** then submitted some of the requested information for our review.
   
  Please note, we are unable to update the phone number on file to a landline number. To log in to the Chime app, *** needs a phone number to receive a login code. We are unable to disable our two-factor authentication (2FA) feature, send the code through email address, or reset their password. This feature keeps ***** account secure.
   
  If *** can get an alternative phone number that is not currently associated with a Chime account, we will be able to update it on their account so they can regain access. If *** wishes to close their account, they may do so by contacting ********************************. 
   
  We thank you for the opportunity to respond to ***************** complaint. If ***************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

• Initial Complaint

  Date:05/17/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted chime by the phone on the morning of May 14th, 2022 after waking up and checking my email saying my chime account balance is low. I went onto my account and found that someone took $305.50 out of atm machine at 5:57 AM. I contacted chime immediately and the representative closed my old card and initiated to send me another one. They also mentioned that i had to wait til the transaction settled in order to open a dispute. The next morning I went into my chime account and saw that the transaction settled and i called immediately once again. The representative initiated the dispute and I waited. Within two hours i receive an email saying that their investigation was completed and no error occured. I was furious and called back again. I was told to reply to their email in order to submit documentation showing that I did not commit this transaction. I showed that i was home asleep during the time the transaction took place, showed how i dont make atm withdrawals more than $40, i only make transactions between my credit card billers and sending money to my other bank accounts and showing how i only make transactions between 9 AM and 8 PM when im out for work. My card information could of easily been stolen during one of my last atm withdrawals. They refuse to refund me because the card was simply in my possession and because i memorize my pin and because the location is ************************ Everyone knows most frauds occur by stealing information out of atms. Refund me my money

  Business Response

  Date: 05/26/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by Lileuri Lene.
   
  On May, 15, 2022, Lileuri contacted us via phone regarding an ATM withdrawal for $303.00 and a cash withdrawal fee for $2.50, which Lileuri stated was unauthorized. We then opened an investigation into the matter and filed a dispute. On that same day, we notified Lileuri via email that we completed our investigation and based on the information available, we determined that no error occurred. As a result, Lileuri requested a copy of the documents we relied on in making our determination. Lileuri then inquired about reopening the case, and a rebuttal claim was opened.
   
  On May, 17, 2022, we notified Lileuri via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied. On that same day, a copy of the documents Lileuri requested were forwarded to the email on file.
   
  Upon receipt of Lileuri's complaint filed with the BBB, we began an additional review of the dispute claim. On May 20, 2022, we completed our review and determined that an error did occur. As a result, a final credit was issued for the full amount of the dispute and an email notification was sent informing Lileuri of the outcome. 
   
  We thank you for the opportunity to respond to Lileuri Lenes complaint. If Lileuri Lene continues to have concerns regarding their complaint, please have them contact Chime directly by email at *********************************

  Customer Answer

  Date: 05/26/2022

  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,
  
  Lileuri Lene

• Initial Complaint

  Date:05/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to enterprise to rent a vehicle at their airport location ************************* in *******, **. At the time of rental I was supposedly under charged on my chime credit card so it was ran again which overcharged my account making my card balance zero. Enterprise informed me that I wouldnt be able to rent a car because they needed to run the correct amount and of course I had a zero balance on my card after them trying to run it. So I was told the rental would be voided and I would get my money back within 24hrs. to retry if I wanted. That was on April 30th. The next day I checked and no money was returned so I called enterprise and they informed me it voided on there end and I would need to talk with my bank Chime. So I called my bank and informed them what happened and was told to wait until the transaction cleared and then dispute it with them. I waited a week and it still hadnt cleared so I called Chime again and they put in a dispute for the claim saying they would contact the merchant Enterprise Car Rental to get the charge taken care of. This was on May 2nd. It is now May 17th and no one seems to want to help me with the transaction. I called Chime today and was told the dispute was closed and they would have to reopen it and that I would have to contact Enterprise Car Rental to get a refund yet the charge is still showing pending on my account. I missed paying at least 3 bills because of this incident and now am behind on those payments until I get paid again.

  Business Response

  Date: 05/28/2022

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ***************************.   
  
  On May 2, 2022, ********* contacted us via phone regarding a transaction that was posted to their account. The transaction was still pending, and Chime was unable to file a dispute until the transactions had settled.  
  
  Between May 13, 2022, and May 24, 2022, ********* contacted us via phone and email multiple times to inquire about and request an update of the transaction ********* had requested earlier to dispute.  We advised ********* that the transaction had not been posted, but instead had declined as of April 30, 2022.   
   
  We thank you for the opportunity to respond to ********* Mosss complaint. If *************************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************. 
  
  

  Customer Answer

  Date: 05/29/2022

   
  Complaint: 17211567
  
  I am rejecting this response because: Chime is trying to tell me that the charge was cancelled and never posted to my account so my funds were never taken. If that was the case then my$322.72 would have gone back to my account. When a charge is pending like that that means they are taken from my account and put on hold by the bank until the transaction is cleared by the merchant or in my case cancelled after which should go back on my card, but it never did the charge just disappeared and doesnt show anywhere. All I want is my money back. My account never went negative during that period it stayed at $0 the entire time.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/06/2022

   
  Thank you for giving us the opportunity to follow up on ********* Mosss BBB complaint.
   
  We understand the importance of the dispute resolution.  The transaction in question that  ********* had requested to dispute instead had declined as of April 30, 2022.  
   
  If ********* would like to receive a statement on the account please contact ********************************.
   
  We thank you for the opportunity to respond to ********* Mosss complaint. If *************************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.