ComplaintsforThe Bancorp Bank

Banking Services

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Customer Complaint:

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Complaint Details

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Initial Complaint
08/08/2024
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.
Melaleuca Order 1 - April 12th 10:29pm Of the amount of $90.20 Melaleuca Order 1 - April 17th 6:11am of the amount of $20.59 Melaleuca Backup Order - June 13 at 5:33am of the amount of $86.93 Melaleuca Order 1 - Jul 15th at 2:11am of the amount of $10.00 Melaleuca Backup Order - July 19th at 6:16pm of the amount of $86.93 I have an account with Melaleuca and I pay them monthly but ever since April I’ve been paying twice a month on 2 different cards. I’m not sure how but I never used my Chime account for that subscription, I have been charged separately on 2 different accounts one of them being chime and that is an unauthorized charge. I contacted melaleuca and they were unable to find the account connected to my Chime account. They suggested I contact Chime and dispute the charges so I did just that. I was issued a new card from Chime but I was denied the dispute of the unauthorized charges. I am extremely upset that they were unable to resolve the issue. The images i provided are from my authorized melaleuca account that I pay monthly but those charges are on the right card which is my mastercard ending in 5787. I was charged completely separately on a different card that is a visa ending in 8764 those transactions are not showing up on my Melaleuca account and those charges should not be there.
Business response
08/28/2024
August 28, 2024

RE: BBB ID 22115573

Dear Mr. ******,

This letter is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the Better Business Bureau (“BBB”) regarding your Chime demand deposit account (Account). The Bank provides banking services to Chime Financial, Inc.

Our review of the Account records indicates on August 2, 2024, you contacted Chime to dispute five unauthorized transactions totaling $294.65. A claim was opened, and the investigation began.

On August 4, the investigation was completed and based on the information available, it was determined no error had occurred. An email messages was sent informing you of the outcome.

Upon review of the complaint, Chime has determined that further investigation is warranted and reopened the case. Provisional credit was issued for the eligible amount of $183.86 on August 22, and an email message was sent advising you of the update and that if the claim was denied, the provisional credit would be reversed. Once the claim is finalized a final notification letter will be sent to you with the results.

We trust you are satisfied with the update of your claim and if you have questions about this letter, please send your message to the Bank using the email address shown below.

Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]
Initial Complaint
08/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had money left in my account and apparently you went out of business. I emailed your company beforehand and received a response from someone named Gracie and was told I would be sent a check for my remaining balance. That was back in March and I still have not received my funds. Where is my money?!
Business response
08/21/2024
August 21, 2024

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

RE: BBB ID: 21930852

Dear Ms. ****,

This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding the Oxygen demand deposit account (“Account”). The Bank provides banking services to Oxygen, Inc. (“Oxygen”), the program manager.

Our review of the records indicates on April 5, 2024, a refund check in the amount of $19.50 was sent to the Linden Ave address (listed above).

Upon receipt of the complaint, we were able to verify the check was not cashed.

On August 8, we canceled the check and reissued a replacement refund check and again sent it to the Linden Ave address. We have verified this check was cashed on August 15.

If you have questions about this letter, please send your message to the Bank using the email address shown below.

Sincerely,
Complaints Research Team
The Bancorp Bank, N.A.
[email protected]

Customer response
08/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. They did FINALLY issue the check after I filed the complaint and I was able to cash it

Regards,

Complaint ID: 21930852
Initial Complaint
07/30/2024
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.
On April 25, 2024, my bank account with The Bancorp Bank (Chime) was hacked. I was scammed, and they made 250 transactions, all under $10. It took 1 hour and 20 minutes for them to complete all transactions, all to the same cash app account. I have filed a police report and provided the Chime fraud team with a copy. They have denied my claim 5 times. Now they say it can take them until October 2024 to complete the investigation. Meanwhile I am out a large sum of money.
Business response
08/14/2024
August 14, 2024

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

RE: BBB ID 22066058

Dear Ms. *****,

This letter is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the Better Business Bureau (“BBB”) regarding your Chime demand deposit account (Account). The Bank provides banking services to Chime Financial, Inc.

Our review of the Account records indicates on April 26, 2024, you contacted Chime to dispute 250 unauthorized transactions totaling $2,040.55. A claim was opened, and the investigation began.

On April 27, the investigations concluded and based on the available information it was determined no error occurred. An email was sent advising you of the outcome and that no credit would be posted.

Upon review of the complaint, Chime has determined that an error occurred. As a result, a permanent credit was issued on August 2 and an email was sent informing you of the outcome.

We trust you are satisfied with the update of your claim and if you have questions about this letter, please send your message to the Bank using the email address shown below.

Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]
Initial Complaint
07/25/2024
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.
On July 3, 2024 my Chime acct was hacked and all my money transferred to Current, I contacted Chime at once and opened up a fraud investigation was given instruction to change my log in , my email and I did all of this i also wrote a letter and got a letter from Current stating I did not or never had an acct with them and submitted that to Chime but I have now been denied 3 times and they refuse to reimburse my money
Business response
08/14/2024
August 14, 2024

RE: BBB ID 22043117

Dear Ms. ********,

This letter is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the Better Business Bureau (“BBB”) and the Office of the Comptroller of the Currency (“OCC”) regarding your Chime demand deposit account (Account). The Bank provides banking services to Chime Financial, Inc.

Our review of the Account records indicates on July 3, 2024, you contacted Chime to dispute an unauthorized transaction for $422.00. A claim was opened, and the investigation began.

Later that day, the investigation was completed and based on the information available, it was determined no error had occurred. An email messages was sent informing you of the outcome.

We understand this was not the resolutions you were seeking regarding your claim but believe the investigation of your claim was properly conducted and resolved. If you have questions about this letter, please send your message to the Bank using the email address shown below.

Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]

Customer response
08/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.

**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,

Complaint ID: 22043117

Business response
08/27/2024
August 27, 2024

RE: BBB ID 22043117

Dear Ms. ********,
When responding to customer complaints the Bank conducts a review of the entire dispute case. We are prepared to come to a different conclusion should the evidence warrant such an outcome. After examining the findings of the investigation, and our review of all the materials considered during the course of the investigation, we concluded the decision to deny your claim was valid.
Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]
Initial Complaint
07/20/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My account got hacked and they took my whole paycheck and I disputed it 3 times and they told me that I would get a credit and then nothing I’m tired of calling them I did nothing wrong it’s not fair that money put me in the hole I can’t get out of
Business response
07/29/2024
July 29, 2024

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

RE: BBB ID 22018375

Dear Ms. ******,

This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”).

We have reviewed the correspondence sent to the BBB but unfortunately have been unable to locate your card/account. In order for us to investigate this matter we will need you to provide us with the full card/account number.

We ask that you please send the information to the Bank using the email address shown below.

Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]

Customer response
07/31/2024
Better Business Bureau:

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

Regards,

Complaint ID: 22018375
Initial Complaint
07/17/2024
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.
I filed a dispute for over $3,500 dollars in fraudulent transactions with Chime. I was told it could take up to 90 days. Less than 24 hours it was denied and said no error was found. I filed bc my card number was compromised and someone was charging my account with purchases made fraudulently not because of an “error”. This particular dispute had 38 charges and I know in less than 24 hours they did not investigate all of them. They approved a 57 cent charge and denied the rest even ones that were the same company as the 57 cent charge. I filed paper work with identity theft website and sent in documents to them. I want what is rightfully mine and for it to be fairly investigated and not just shut down automatically.
Business response
08/06/2024
August 6, 2024

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

RE: BBB Case Number 22002688

Dear Ms. *********,

This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding your Chime demand deposit account (“Account”). The Bank provides banking services to Chime Financial, Inc. (“Chime”), the program manager.

Our review of the records indicates you contacted Chime in July 2024 to dispute unauthorized transactions. Below is a recap of the claims opened on your behalf.

Claim ID 14108412

July 14: The dispute claim was opened for fifteen (15) unauthorized transactions totaling $1,690.99.
July 23: Chime issued $483.69 to your account for the transactions that were eligible for provisional credit. The investigation is still ongoing, and she will be notified with the results once the investigation is completed.

Claim ID 14116062

July 15: The dispute claim was opened for thirty-eight (38) unauthorized transactions totaling $1,248.72.
July 16: The investigation concluded and based on the information available it was determined that an error occurred for $0.57 due to a merchant credit and the remaining $1,248.15 was determined as no error occurred. Emails were sent informing you of the outcome.
Upon review of the complaint, Chime has determined that further investigation is warranted and reopened the case. Once the investigation is completed you will be notified via email with the outcome.

We trust you are satisfied with the update of your claims and if you have questions about this letter, please send your message to the Bank using the email address shown below.

Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]

Customer response
08/18/2024
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. There was no investigation on one of them. It was closed after 24 hours. I reopened with docouments supporting the fraud and still denied. The total charges totaled over 3000 and only 483 was given as provisional credit then removed. Some of the charges were approved but others from the same companies were denied. It's as if Chime decided oh we will pick these 3 but deny these 4 even though its the same company. I will be reopening again and reporting to the Consumer Financial Protection Bureau. This is not being handled properly. Every message or point of contact just tells me don't worry it will be handled then it isn't. I will take this to court if needed. Regards, Complaint ID: 22002688
Business response
08/29/2024
August 29, 2024

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

RE: BBB Case Number 22002688

Dear Ms. *********,
When responding to customer complaints the Bank conducts a review of the entire dispute case. We are prepared to come to a different conclusion should the evidence warrant such an outcome. After examining the findings of the investigation, and our review of all the materials considered during the course of the investigation, we concluded the decision to deny your claim was valid.
Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]
Initial Complaint
07/16/2024
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.
File a dispute 07/02 against Temu . I was not issued a provisional credit and was told it would be 90 days After speaking with the company TEMU on 07/12 they were willing to issue a refund but couldn’t because of the dispute. I reached out to the bank dispute services on 07/12 and was told it would be 24-48 hours . 07/16 gave a call for confirmation of closure and kept getting the run around . I had another agent read me the notes on the account and it’s seems someone dropped the ball and never submitted the original claim to drop the dispute. They will not work with me they will not help they keep pushing the matter back and all I would like to do is cancel or be issued a provisional credit
Business response
07/24/2024
July 24, 2024

RE: BBB ID 21999599

Dear Ms. *******,

This letter is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the Better Business Bureau regarding the Xpectations! Visa Prepaid Card (“Card”). The Bank issues the Card on behalf of PLS Financial Services, Inc. (PLS), the program manager.

Our review of the records indicates on July 2, 2024, you contacted Customer Service to report a transaction in which you did not receive the merchandise. A claim was opened, and an investigation began.

On July 12, you contacted Customer Service stating you wanted to withdraw your dispute. Your claim was closed, and a letter was sent informing you of the closed status.

If you have questions about this letter, please send your message to the Bank using the email address shown below.

Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]

Customer response
07/31/2024
Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.Upon further review representative from the Bancorp bank never in fact cancelled the dispute so I still have over $338.07 in limbo with this company . The representatives are rude and the bank will not , and has not cancelled the dispute fully resulting in me experiencing financial hardship without money owed . The company will not even issue a provisional credit . Everytime I have reached out to the I was told something different . All equal up to me not having what is owed to me . The charge back is still active and over all was never cancelled. here is proof that someone on the banks end is not telling the truth . The company has been constantly trying to issues the remaining refund and being met , even today 7/31/2024 with a chargeback. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Regards, Complaint ID: 21999599
Business response
08/14/2024
August 14, 2024

RE: BBB ID 21999599

Dear Ms. *******,
If you feel the dispute was cancelled in error and would like to reopen the claim, please contact PLS to make that request.
Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]
Initial Complaint
07/10/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 17th 2024 my checking account with Chime bank was fraudulently charged for the amount of $1,276.70. The company name behind the fraudulent charge is Teleperformance, which appears to be some type of 3rd party payroll company. The transaction was made in Bristol Great Britain. I have had no services or dealings with this company in any capacity. On June 24th 2024 is when I noticed the charge and filed a dispute with Chime and immediately canceled my card. By June 28th 2024 Chime denied my claim with an email stating they checked their systems and processes and found "no error occurred". This infuriated me so much as I've never experienced such level of fraud before and have never been denied a valid claim. Chime promised to send documents detailing how they came to their decision but only sent me my initial intake form. I file a Rebuttal dispute June 29th 2024 which was again denied for the same reasons. They promised again to send detailed information explaining their decision but again only sent my intake form and police report. After reading the many horror stories with Chime and it's practices I've decided to take legal action against this company. I believe their employees are stealing money from the clients which is highly unacceptable and need to be further looked into. Chime and it's affiliate The Bancorp have terrible business practices whether intentional or oversight needs to be corrected. I am seeking my money back of $1,276.70 plus punitive damages if this matter is not resolved quickly.
Business response
07/22/2024
July 22, 2024

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

RE: BBB ID 21968019

Dear Mr. *******,

This letter is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the Better Business Bureau (“BBB”) regarding your Chime demand deposit account (Account). The Bank provides banking services to Chime Financial, Inc.

Our review of the Account records indicates on June 24, 2024, you contacted Chime to dispute an unauthorized transaction for $1,276.70. A claim was opened, and the investigation began.

On June 28, the investigations concluded and based on the available information it was determined no error occurred. An email was sent advising you of the outcome and that no credit would be posted.

Upon review of the complaint, Chime has determined that an error occurred. As a result, a permanent credit was issued on July 16 and an email was sent informing you of the outcome.

We trust you are satisfied with the update of your claim and if you have questions about this letter, please send your message to the Bank using the email address shown below.

Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]

Customer response
07/30/2024
Better Business Bureau:

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

Regards,

Complaint ID: 21968019
Initial Complaint
07/05/2024
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.
On Sunday June 23,2024 I logged into my account and noticed a lot of fraudulent activities on my account. I instantly called Chime Bancorp to dispute those transactions the next morning my claims was denied. And they told me to wait until the other fraudulent charges cleared to dispute them as soon as they cleared on June 25,2024 they was denied the next morning as well June 26,2024. I called them and asked what made them come to the determination so fast and they couldn’t tell me nor did they provide any proof as to why it was denied. And I also reached out the merchants and they said it was definitely fraudulent and that the names and addresses and etc didn’t match mines only my card info. And my card was used in Las Vegas and Pennsylvania for these charges. And they said Chime Bancorp never reached out to them at all during there 3 hour investigation that denied my claims. I also sent Chime Bancorp the information from the merchants when i did a rebuttal and it still got denied in 3 hours. Chime Bancorp has a AI robot that automatically denies claims without an investigation they need to change that. And I also sent them my police report and they still denied my disputes. I am actively talking to my local news channels and they would like to help and put this out there on the news. I am out of 9,780 dollars. I just would like my funds back. I also reached out to Consumer financial protection bureau Federal Bureau of Investigation Police station: Memphis police department, report number # 2407020148ME Better Business Bureau Federal Trade Commission Federal Deposit Insurance Corporation Department of Agriculture and Consumer Services Florida Department of Law Enforcement Priorities I notified the credit Bureaus as well and added a “Fraud Alert”. IdentityTheft.gov and the Attorney General and Channel 3, 13 and 24 news of Tennessee. My active Denied Dispute Numbers are as follows 13949482 and 13929948 and card ending in 0891.
Business response
07/17/2024
July 17, 2024

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

RE: BBB ID 21945115

Dear Mr. ********

This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding the Chime demand deposit account (“Account”). The Bank provides banking services to Chime Financial Inc. (“Chime”), the program manager.

Our review of the Account record indicates on June 23 and June 25, 2024, you contacted Chime to report unauthorized transactions. A summary of the claims are as follows:

CLAIM ID 13929948
June 23: The claim was opened for eight unauthorized transactions totaling $4,480.00.
June 24: The investigation concluded, and it was determined that no error occurred. An email was sent informing you of this outcome.
Between June 24 and July 7: Chime reopened the claim multiple times through the rebuttal process. Please note, each of the rebuttal investigations found no error had taken place.

CLAIM ID 13949482
June 25: The claim was opened for six unauthorized transactions totaling $6,300.00.
June 26: The investigation concluded, and it was determined that no error occurred. An email was sent informing you of this outcome.
June 26 and July 7: Chime reopened the claim through the rebuttal process. Please note, each of the rebuttal investigations found no error had taken place.

We understand this is not the resolution you were seeking for each of the above referenced claims; however, based on the information available we believe the correct results were determined. If you have any additional questions, you can email the Bank at the address shown below.

Sincerely,
Complaints Research Team
The Bancorp Bank, N.A.
[email protected]
Initial Complaint
07/03/2024
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.
Bancorp Bank has not paid funds from a Direct Deposit to a Vault Card Company for an amount of 680.18. This money was supposed to be a direct deposit from my work to the correct bank account. It has been 5 business days and the I am still not seeing any funds on my end.
Business response
07/23/2024
July 23, 2024

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

RE: BBB ID 21938218

Dear Ms. ******,

This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding the Vault Visa Payroll Card (“Card”). The Bank provides banking services to Paycom Payroll (“Paycom”), the program manager.

Our records indicate on June 25, 2024, an unexpected error took place that resulted in a delay in posting a deposit to your account. As a result, the deposit totaling $680.18, did not post to the account until July 5.
We sincerely apologize for the inconvenience this may have caused. In light of the importance the Bank places on providing an excellent customer experience, a $50.00 courtesy credit was posted to the account on July 5.
The Bank also understands the delay in posting the applicable funds may have resulted in you incurring fees from an external entity (ex: late fee, insufficient funds, etc..). If this is the case, you can send a statement or letter from the applicable merchant/company to the Bank using the email address shown below. Upon receipt, the Bank will review the document to determine if further action is required.

Sincerely,
Consumer Research Team
The Bancorp Bank, N.A.
[email protected]

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