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:05/04/2023

  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.

  Last year, I initially filed disputes with Chime Bank. Claim #5583878 They were denied after supplying documentation of my identity theft. This year I was told by a supervisor that I needed to resubmit them and send a rebuttal which I did. I submitted documentation showing that the transaction‘s on cash app could not have been done by me due to the fact that I have a UCC LIEN against my cash app accounts, and I cannot use them nor have I been able to for the last two years. I provided proof of the UCC Lien and numerous emails from Cash App confirming that there is a lien on my accounts and that I cannot use them . This claim was denied so I was advised to continue to appeal it until it was approved because I had more proof than God they should be honored. I have appealed it six times now. This last time I was eligible for provisional credits on May 3, 2023 and when may 3rd came and they were not put into my account, I contacted Chime Bank and I told them that I was supposed to have them that day. I even sent emails from Chime Bank investigative team. And they confirmed that they would be sent and issued on May 3 Which they were not. After contacting them all day on the third, and being told I was entitled to them, I received a letter via email from them on the May 4, 2024 stating that my dispute has been denied yet again. They violated Reg E by not placing the provisional credits in my acct on the 10th business day like stated. Instead they strung me along the tenth business day, supervisors stating to me on the phone that my provisional credits were overdue and that they would escalate it to have the credits put back asap, they never emailed me on the 10th business day other than those emails and then on the 11th business day emailed me. By law should have issued the temporary credits to my account in may 3rd and they violated a federal guideline by not doing so. Or updating me on my claim other than telling me initially that I would get credits that day.

  Business Response

  Date: 06/05/2023

  June 5, 2023
  
  
  ***** ***** **** ****** ****** *** *** ******* **  *****
  
  
  RE: OCC Case Number CS0265934
  RE: BBB ID 20016997
  
  Dear Ms. *****,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Office of the Comptroller of the Currency (“OCC”) and Better Business Bureau 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 between March 18, 2022, and February 28, 2023, to report unauthorized transactions. Below is a recap of the claims opened on your behalf.
  
  Claim ID 5583878
  
  The dispute claim was opened on November 22, 2022 and included five unauthorized transactions totaling $1,026.05. 
  Later that day, the investigation concluded and based on the available information it was determined no error occurred.  An email was sent informing you of the outcome. 
  Several rebuttals have been submitted but the new information presented didn’t change the original outcome.  Emails were sent informing you of the outcomes.  
  
  Claim ID 4096425
  
  The dispute claim was opened on April 18, 2022 and included 8 unauthorized transactions totaling $604.60.
  On April 19, the investigation concluded and based on the available information it was determined no error occurred. An email was sent informing you of the outcome.   
  Several rebuttals have been submitted but the new information presented didn’t change the original outcome.  Emails were sent informing you of the outcomes.  
  
  Claim ID 3424879
  
  The dispute claim was opened on January 8, 2023 and included five unauthorized transactions totaling $282.99. 
  On January 10, the investigation concluded and based on the available information it was determined no error occurred.  An email was sent informing you of the outcome.
  Several rebuttals have been filed but the new information presented didn’t change the original outcome.  Emails were sent informing you of the outcomes. 
  
   Claim ID 9354080
  
  The dispute claim was opened on February 28, 2023 and included an unauthorized transaction for $100.00. 
  On March 1, the investigation concluded and based on the available information it was determined no error occurred.  An email was sent informing you of the outcome. 
  Several rebuttals have been submitted but the new information presented didn’t change the original outcome.  Emails were sent informing you of the outcomes.  
  
  We understand the denial of the above claims is not the resolution you were seeking but believe the investigations of your claims were 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]
  
  
  cc: Customer Assistance Group of the Office of the Comptroller of the Currency
  
  

• Initial Complaint

  Date:04/18/2023

  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 was a customer with chime card services the Bancorp bank for 3 years and I would view my transactions on a daily basis, then I had received my unemployment benefits pua direct deposit into my chime card , I had then notice unauthorized transactions on my account when I saw my statements online and then saw other multiple unauthorized transactions in the past that had never revieled to me before , I could not make sense of why these charges had not appeared previously until now, I immediately reported the transactions to chime more then once, whenever I tried to connect with chime support there was always a problem disconnecting our chat or phone line or the chime assistant system would not work properly or calling the phone number would lead to a message responding as please try your call again error ? … after I finally submitted the claim chime had told me they Will investigate the problem and get back to me , after 6!weeks I’ve heard no response I called support service again to find out then call I was transferred to 4 support agents and put on hold for 2 hours through out the phone call and then the call disconnected, the next week or so I received a letter and notification that my chime card has been closed and any balance remaining in my account there will be a check issued to me , I was devastated of why my account was closed for and I kept thinking maybe it was for a good reason that they had investigated and saw the problem to refund me my unauthorized charges and just shot down that card and account number down and then reissue another new card and account numbers to me , but that was not the issue they send me a check for $0.78 and I was not able to log in to my chime account to view past statements or to be able to print them or have any proof of my transactions , the unauthorized transactions totaled up to almost $3500 that’s was withdrawn and transacted out of my account

  Business Response

  Date: 05/09/2023

  May 9, 2023
  
  
  
  RE: BBB ID Number 19951977
  
  Dear Ms. ****,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau 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 between January 24, 2021, and May 22, 2021, to report disputed transactions. Below is a recap of the claims opened on your behalf.
  
  Claim ID 1608740
  
  The dispute claim was opened on January 24, 2021 and included 5 cancelled transactions totaling $46.46.
  On February 1, 2021 the investigation ended, and it was decided in your favor as a courtesy. Permanent credit was issued for the full disputed amount and an email was sent informing you of the outcome.  
  
   Claim ID 1608749
  
  The dispute claim was opened on January 24, 2021 and included 7 unauthorized transactions totaling $62.77.
  On January 29, 2021 the investigation concluded and based on the available information it was determined no error occurred. An email was sent informing you of the outcome.
  
  Claim ID 1645901
  
  The dispute claim was opened on February 3, 2021 and included 2 non dispensed ATM transactions totaling $105.00.
  On March 18, 2021 the investigation concluded and based on the available information it was determined that an error occurred. As a result, the provisional credit issued on February 18 became permanent.  An email was sent informing you of the outcome. 
  
  Claim ID 1652177
  
  The dispute claim was opened on February 5, 2021 and included 21 unauthorized transactions totaling $460.31.
  On February 23, 2021 the investigation concluded and based on the available information it was determined no error occurred. An email was sent informing you of the outcome.
  
  Claim ID 2102758
  
  The dispute claim was opened on May 20, 2021 and included 14 unauthorized transactions totaling $2,332.86.
  On June 4, 2021 the investigation concluded and based on the available information it was determined no error occurred. An email was sent informing you of the outcome.
  
  Claim ID 2109012
  
  The dispute claim was opened on May 22, 2021 and included 3 unauthorized transactions totaling $12.23.
  On May 27, 2021 the investigation ended, and it was decided in your favor as a courtesy. Permanent credit was issued for the full disputed amount and an email was sent informing you of the outcome.  
  
  We understand this was not the resolution you were seeking on all the case but believe the investigations of your claims were 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]
  
  
  

• Initial Complaint

  Date:04/17/2023

  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.

  My account was hacked on 3/24 at 6am - I woke up at 8am to see emails advising my account email and phone number had been changed, locking me out of my account. I also received an email from chime that my account had been compromised. My bank details were changed, and a bunch of transactions completed within all my accounts, money was transferred out of $4000 to someone I do not know and had not authorized, as well as a temporary card requested in order to make 7 purchases for $6033 that I also did not authorize. Again, all unauthorized by fake merchants that are nowhere to be found online (Merchants: Mushroom and ****** ****). I contacted Chime as soon as I saw the emails to request all my details be put back to mine so that I can go back into my hacked account that had been wiped out clean of all my money. I changed my password and put a stop to the temporary card that was used for fraud and in which the transactions were still pending totalling $6,033. My debit and credit card were canceled due to the fraudulent activities, and new ones were sent out to me. I was only refunded part of my dispute of $4000 and am seeking the rest of my unauthorized charges back which is $6033. I have filed a report and have notified the following departments about this major account hack and fraudulent unauthorized transactions. Consumer financial protection bureau Federal Bureau of Investigation Police station: Margate police department, report number 372304010608, address: 5790 Margate Blvd. Better Business Bureau Federal Trade Commission Federal Deposit Insurance Corporation Florida 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 Attorney General Channel 10 news of California Office of the comptroller of the currency I appreciate your help.

  Business Response

  Date: 04/25/2023

  April 25, 2023
  
  
  ***** ******** **** ***** ******* ***** ******** **  *****
  
  RE: OCC Case Number CS0262004
  RE: BBB ID 19944944
  
  Dear Ms. ********,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Office of the Comptroller of the Currency (“OCC”) and Better Business Bureau 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 on March 24 to report unauthorized transactions. Below is a recap of the claims opened on your behalf.
  
  Claim ID 9586905
  
  The dispute claim was opened on March 24 and included a transaction for $4,000.00. 
  On March 27, the investigation concluded and based on the available information it was determined an error occurred.  As a result, permanent credit was issued, and an email was sent informing you of the outcome. 
  
  Claim ID 9586915
  
  The dispute claim was opened on March 25 and included 7 unauthorized transactions totaling $6,033.00.
  On April 5, the investigation concluded and based on the available information it was determined no error occurred. An email was sent informing you of the outcome.   
  Upon review of the complaint, Chime has determined that further investigation is warranted and reopened the case.  As a result, on April 21, provisional credit for $6,033.00 posted to the Account.  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 updates 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 Answer

  Date: 04/26/2023

  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. I am requesting documentation of these unauthorized merchant transactions and their proof as to why they denied my claim the first 3 times. As of now i have provisional credit, but i need them to close this dispute as approved as these transactions were unauthorized. My account was hacked and i provided all proof. So i appreciate the credit, but i need this dispute closed as approved. They advised they would send me documentation as to why they denied the first 3 rebuttals and have yet to do so.I appreciate you updating the account. Thank you for your time. Regards, Complaint ID: 19944944    

  Business Response

  Date: 05/02/2023

  May 2, 2023
  
  ***** ******** **** ***** ******* ***** ******** **  *****
  
  RE: BBB ID 19944944
  
  Dear Ms. ********,

  You will be notified once the claim is finalized.  I you do not agree with the outcome, you can request the documents used in the investigation.

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

   

• Initial Complaint

  Date:04/17/2023

  Type:Billing 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.

  On April 10th my account was suspended due to “suspicious activity” when really the amount of money in my account is why it got suspended. I used some of my money to get dental work and ever since then they have suspended my account. They have asked for documents to get my account back open but I have sent everything and it is never enough. It also takes a while to even get a response. I have called in and they tell me I have to wait for an email and that my situation cannot be resolved through phone. I am still waiting to have my account unlocked.

  Business Response

  Date: 04/24/2023

  April 24, 2023
  
  
  
  RE: OCC Case Number CS0263218
  RE: BBB ID 19943881
  
  Dear Ms. ******,
  
  This letter is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the Office of the Comptroller of the Currency (“OCC”) and Better Business Bureau (“BBB”) regarding your Chime demand deposit account (Account).  The Bank provides banking services to Chime Financial, Inc.
  
  Our review of the records indicates on April 10, 2023, the Bank exercised their right as described in the Deposit Account Agreement to place a block on the Account.  An email was sent informing you of the documentation required in order to have the Account re-enabled.   
  
  On April 18, upon review of the documents, the Bank reactivated your Account allowing you full access to the funds. 
  
  We apologize for any inconvenience this caused and trust this response addresses your concerns.  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]
  
  
  cc: Customer Assistance Group of the Comptroller of the Currency
  

  Customer Answer

  Date: 04/25/2023

  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: 19943881
  

   

   

   

• Initial Complaint

  Date:04/11/2023

  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 don’t know how I received this prepaid card but I have never used and don’t want. I tried to cancel but they disconnected my phone call 4 times in a row when I requested. Their automated system says I have a lost card and have requested a new one.

  Business Response

  Date: 04/25/2023

  April 25, 2023
  
  
  
  RE: BBB ID 19921900
  
  Dear Ms. *********,
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau regarding the Blue Elite Visa Prepaid Card (“Card”).  The Bank issues the Card on behalf of FSV Payment Systems, Inc. (“FSV”), the program manager.
  
  Our review of the records indicates on November 22, 2022, an enrollment request for the Card was submitted using your personal information through the card program’s website.  As a result, the Card was opened and mailed to you.
  
  On April 11, 2023, FSV permanently closed the Card.
  
  Since you claim not to have authorized the opening of the Card, we have enclosed an identity theft packet for you to complete and return. The completed form and a copy of your current, unexpired photo ID can be sent by email to the Bank at [email protected] or by mail to:
  
  The Bancorp Bank, N.A.
  Attn: Fraud Monitoring
  409 Silverside Road, Suite 105
  Wilmington, DE 19809
  
  Please note, because this is not a credit product, the creditworthiness of the consumer is neither verified nor considered; nor does the existence of the Card impact a consumer’s credit score or history. 
  
  Since your personal information was used to get the Card, we suggest you contact the following major credit reporting agencies to report suspected identity theft and ensure additional financial accounts have not been and/or will not be opened using your personal information.
  
  Equifax at (800) 525-6285 or www.equifax.com;
  Experian at (888) 397-3742 or www.experian.com; and
  Trans Union at (800) 680-7289 or www.transunion.com.
  
  Additionally, the Federal Trade Commission website, IdentityTheft.gov, makes it easier for identity theft victims to report and recover from identity theft. This resource provides an interactive checklist to guide you through the recovery process and understand which recovery steps should be taken if your identity has been stolen.  The site also provides sample letters and other helpful resources including specialized tips for specific forms of identity theft, such as tax-related identity theft.
  
  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]
  
  
  
  

• Initial Complaint

  Date:04/10/2023

  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.

  Someone got into my bank account posing as Chime . This person was able to " spoof " Chime's phone number and information. The person then stole all money I had in the account and make 10 transactions at a store in North Carolina. I live in Massachuesettes . I have never been to North Carolina . I filed a police report at my local department and I filed a claim with Chime / The Bancorp Bank . I submitted all screen shots , evidence , and the police report itself . I have aubmited over a dozen of screen shots . Chime / The Bsncorp now tells me " no error found case closed " . They refuse to tell me why im being denied . I have asked them over and over . I resubmitted my evidence and they still will not answer or help me . I was robbed and face homelessness due to this situation. I have asked to speak to the investigation team , Chime refuses to give any contact information . I have spoken to the police about mt case and they aggree that I was robbed . 10 transactions all within 1 minute of each other at a store in a state I am not in this was Not me and Chime still refuses to help.

  Business Response

  Date: 04/20/2023

  April 20, 2023
  
  
  
  
  
  RE: BBB ID 19919091
  
  Dear Mr. *******,
  
  This letter is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the Better Business Bureau 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 2, you contacted Chime to dispute ten unauthorized transactions from Harris Teeter totaling $606.42. A claim was opened, and the investigation began.
  
  On April 10, based on the available information, it was determined that no error occurred.  An email was sent informing you of the outcome. 
  
  Upon review of the complaint, Chime has determined that an error occurred on April 18.  As a result, permanent credit was issued, 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

  Date:04/05/2023

  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.

  My account was closed on 4/4 by chime , I have done research and apparently chime has done this to 1,000 of people my ACCOUNT was closed for no reason at all I have emailed Chime over 20 times and they have told me that bancorp closed my account due to me violating the contract I signed some agreement I went over the agreement and I have not violated anything. I get direct deposits from my employer and from my LLC business. Nothing else I have not done anything illegal on my account no disputes no nothing and I have been using CHIME FOR YEARS !! The day I was suppose to pay my light bill you all closed my account out of the blue and moved my savings money to my checking without my permission and closed both accounts!! I want an exact reason to why my account was closed this is not right , and I have told chime multiple times I want to dispute my account being closed and I have been told bancorp decided to close it

  Business Response

  Date: 04/25/2023

  April 25, 2023
  
  
  ****** ***** *** ***** *** **** ***** ** *****
  
  
  RE: BBB ID 19898139
  
  Dear Ms. *****,
  
  This letter is in response to the complaint the Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau 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 on April 4, 2023, the Bank exercised their right as described in the Deposit Account Agreement to close the Account due to high-risk activity.
  
  A refund check for the remaining balance will be sent to your ***** ***. address within 30 days of the closure of the Account.
  
  If you have questions about this response, 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 Answer

  Date: 04/26/2023

  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.I want to know the exact reason my account was closed not a generic  reason I  have a legit job that I had been at for over 2 years which Is the only deposits  I received besides my  normal checks I have a LLC which I received deposits from as well but that's it I have never did any disputes or anything fraudulent  on my account you all closed my account for no reason and I still have not received a check in the mail.  I have read  over the agreement  and have not violated anything  **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: 19898139    

  Business Response

  Date: 05/04/2023

  Dear ****** *****,

  Chime exercised its right, as described in the Deposit Account Agreement, to close the Account.  This decision was based on detection of high risk activity. It is regrettable when such a decision is made, yet at times such action, including the lack of advance notice to the Chime Member, is needed to protect the safety and soundness of our customer network. A check for the remaining Account balance was mailed to you.

  Sincerely,
  Consumer Research Team

• Initial Complaint

  Date:03/28/2023

  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.

  On March 14 my account with chime/bankcorp was suspended with chime for what they believe is suspicious activity. Since then I've emailed their support team to try to settle to issue. Unfortunately everything is done through email with the support team. I am uploading personal information to them. I run into the problem of not working with one person and multiple people email me back asking for the same information again and again. Chime has a limit to how many Documents you can upload. Their solution is to call them. When I do call the representative solution is to start a new email. This solution will only have me start the process over again, and run into the same problem. I emailed the support team asking for a solution, but it only send a automatic email saying that if I cant upload the documents we can not go further.

  Business Response

  Date: 04/25/2023

  April 25, 2023
  
  
  
  RE: BBB ID 19866104
  
  Dear Mr. *******,
  
  This letter is in response to the complaint the Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau 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 on March 14, 2023, Chime exercised its right as described in the Deposit Account Agreement to place a block on your Account after activity deemed high-risk was identified.  An email was sent by Chime informing you of the action taken and the documents required to have the Account re-enabled.
  
  On April 11, after finalizing the review of the documentation received, the Account was re-enabled and a replacement Chime Visa Card was sent to the Shanley Drive address on file. Please allow 7-10 business days to receive the new card.
  
  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

  Date:03/22/2023

  Type:Billing 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.

  On the afternoon of March 19, 2023, I woke up to my bank account in the amount of $0.23. I received text messages around 10:06 a.m from Chime: 4 security codes and 1 account update for an unrecognized number. I noticed several charges on my account to two Cash users which totaled out to be 133: $9 76 times, $8 2 times, $7 1 time, $6 11 times, $5 3 times, $4 7 times, $3 9 times, $2 6 times, & $1 18 times for the amount of $873. Money was also moved from my savings account into my checking account without my authorization. I also noticed 2 visa money transfers in the amount of $0.75 each that I didn’t deposit. I immediately notified Chime of these fraudulent transactions. I was told by Chime that those charges which showed pending must have the merchant to settle before collecting funds. I also reached out to Cash App they assured me that the Chime card, which I received a week prior along with a new pin has been compromised by someone. The card has been linked to someone’s else cash app accounts. Only because I couldn’t see those pending transactions in my cash app transactions history. Cash app told me to contact the local law enforcement. Which I did immediately after that. So, now I am in the process of working with the law and waiting to receive my hard earned money back into my account. There are so many questions I would like to have answers to! At what point did Chime say, “Hey let’s lock this card after the 2nd security code couldn’t be verified.” Not only that, how could they allow thieves to change my number to a out of town number shortly after? Someone had access to my entire account because how can money be moved from a savings to a checkings account without my consent? $9 76 times should have alarmed the fraud department or someone! Two added funds of $0.75, really? I think Chime bank members should be aware of these types of fraudulent activities that’s currently happening.

  Business Response

  Date: 04/13/2023

  April 13, 2023
  
  ******* ******* **** ******* ***** ******** ** *****
  
  
  RE: BBB ID 19637700
  
  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 on March 19, 2023, you contacted Chime to report unauthorized activity regarding the merchant Cash App. Please note a dispute claim was not opened as the transactions had not posted to the Account.
  
  On March 27, a dispute claim was opened for 133 Cash App transactions and an investigation began.
  
  On April 4, the investigation concluded and it was determined that an error did occur and credited your account for the full amount.  An email was sent with outcome.
  
  On April 11, per your request, your Account was closed.
  
  If you have any additional questions, you can email the Bank at the address shown below.
  
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  
  

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:

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

  Regards,

  Complaint ID: 19637700
  

   

   

   

• Initial Complaint

  Date:03/19/2023

  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.

  On February 3, 2023, I noticed that I didn't receive my paycheck from the USPS of $2056.32. I looked on my Lite Blue account and noticed that my direct deposit was hacked and changed to a Bancorp Account checking account ending in 5048. The USPS sent an indemnity letter requesting the funds back which took over 2 weeks for Bancorp Bank to respond. On February 21, they release the funds for $51.52 which is highly unacceptable. The USPS sent another indemnity letter requesting for the rest of the funds be released and now they are refusing to send the money back to the USPS.

  Business Response

  Date: 04/05/2023

  April 5, 2023
  
  
  
  RE: BBB ID: 19621004
  
  Dear **** *****,
  
  This letter is sent in response to the complaint The Bancorp Bank (“Bank”) received from the Better Business Bureau regarding your Chime demand deposit account (“Account”). The Bank provides banking services to Chime Financial, Inc., the program manager.
  
  Our review of the records indicates on January 22, 2023, an enrollment request for the Account was submitted using your personal information.  As a result, the Account was opened and a personalized Chime Visa® Debit Card (“Card”) was mailed to you at the above address.
  
  On January 31, a direct deposit in the amount of $2,056.32 posted to the Account. 
  
  On February 2, a transaction in the amount of $2,004.80 posted to the Account, leaving a balance of $51.52.
  
  On February 7, we received a Letter of Indemnity from USPS and the Account balance of $51.52 were returned to the originator. We encourage you to work directly with USPS to recover the remaining funds from the deposit posted on January 31.
  
  On February 21, Chime permanently closed the Account.
  
  Since you claim not to have authorized the opening of the Account, we have enclosed an identity theft packet for you to complete and return. The completed form and a copy of your current, unexpired photo ID can be sent by email to the Bank at [email protected] or by mail to:
  
  The Bancorp Bank, N.A.
  6100 S. Old Village Place, Suite 200
  Sioux Falls, SD 57108
  
  Please note, because this is not a credit product, the creditworthiness of the consumer is neither verified nor considered; nor does the existence of the Account impact a consumer’s credit score or history. 
  
  Since your personal information was used to get the Account, we suggest you contact the following major credit reporting agencies to report suspected identity theft and ensure additional financial accounts have not been and/or will not be opened using your personal information.
  
  Equifax at (800) 525-6285 or www.equifax.com;
  Experian at (888) 397-3742 or www.experian.com; and
  Trans Union at (800) 680-7289 or www.transunion.com.
  
  Additionally, the Federal Trade Commission website, IdentityTheft.gov, makes it easier for identity theft victims to report and recover from identity theft. This resource provides an interactive checklist to guide you through the recovery process and understand which recovery steps should be taken if your identity has been stolen.  The site also provides sample letters and other helpful resources including specialized tips for specific forms of identity theft, such as tax-related identity theft.
  
  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]