ComplaintsforThe Bancorp Bank

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday March 30th at 2:57pm. I filed two disputes with Chime bank. Dispute #13249661 for $2,506.10 and Dispute #13249568 for $2,510.05. These disputes were filed due to services not received and incorrect billing due to a merchant error. I provided several information to Chime to prove that I contacted the merchant several times and they would refuse to correct any error made on their part. Chime bank has communicated with me within the last week and has made several errors in the investigation process. These errors include: -Listing the incorrect dispute amounts. -Stating to me that my money would be refunded to me on dates before the investigation was started -Not providing any information to determine how they made their decision. Yesterday, April 8th, I received an email stating that no error occured and that the claim was closed. The email also had incorrection information, for example, the amount disputed was incorrect. I contacted Chime bank and was told that a denial letter will be emailed to be within 10 days and that the case will be reopened. This is a violation of Regulation E guidelines as banks have 10 days to make a decision or provide a provisional credit. In this case Chime instead of providing me with a provisional credit, Chime decided to close the dispute without an investigation or proof. This morning, I received an email requesting the same exact documents I sent when initiating the dispute on March 30th. When emailing the documents, I received an email that I must upload them in the app and that they could not support me via email. When attempting to update the documents I could not as chime has the initial claim marked as denied. Chime is not following Regulation E guidelines. According to Bancorp and Stride Bank, Chime is FDIC insured. I have conducted research and have compiled all communications between Chime bank and I. I would like to proceed with the arbitration process with Bancorp/Chime Bank as soon as possible.

  Business response

  04/23/2024

  April 23, 2024
  
  
  RE: BBB ID 21549726
  
  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 March 30, 2024, you contacted Chime to report a transaction in which you did not receive the services and another transaction in which the wrong amount posted to the account. A summary of the claims are as follows:
  
  CLAIM ID 13249568
  March 30: The claim was opened for two transactions totaling $2,512.41 in which you did not receive services. You canceled the dispute for the Uber transaction totaling $2.36.  The investigation for the remaining $2,510.05 is ongoing.
  
  CLAIM ID 13249661
  March 17: The claim was opened for a transaction totaling $2,506.10 in which you state the wrong amount was billed to the Account.
  April 8: The investigation concluded and based on the available information it was determined no error occurred. On that same day, you requested the investigation to be reopened.  The investigation is ongoing.
  
  We trust this letter addresses your concerns and the status of the dispute claims.  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]
  
  

  Customer response

  04/29/2024

  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. I've contacted Chime bank several times within the last month and have still not received any evidence or research. As stated in the denial email, I am able to request documentation of the denial. Chime bank has promised me I would receive documentation on the reason for denial several times. I also received documentation from my lawyer stating the refund was initiated in Feb 17. This was the date chime bank closed the investigation for the 2nd time. I submitted this information to chime bank and still have no received a refund or provisional credit. Chime bank is in violation of regulation E.  Regards, Complaint ID: 21549726    

  Business response

  05/10/2024

  
  
  RE: BBB ID 21549726
  
  Dear Mr. ********

  Both of the investigations are currently ongoing, and you will be notified once they are completed.

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

   

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This bank Chime has denied my claim 3 times without doing a proper investigation. I have had this money taken out of my account . I have contacted the Manchester Police and made a report. They are doing their own investigation. I was scammed out of this money by two individuals . I have their names and chime hashrags but chime refuses to take further action. I am 71 years old and these people emptied my bank account. Please I need help......

  Business response

  04/09/2024

  
  April 9, 2024
  
  
  RE: BBB ID 21475751
  
  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 10, 2024, you contacted Chime to report two (2) unauthorized transfers. A claim was opened, and the investigation began. That same day, the investigation concluded and based on the information available it was determined that no error occurred.
  
  On March 14 and March 20, Chime reopened the claim through the rebuttal process.  Please note, each of the rebuttal investigations found no error had taken place.
  
  Upon receipt of the complaint, your claim was reinvestigated, and it was determined the claim would remain denied.
  
  We understand this was not the resolution you were seeking regarding your claim but believe the investigations 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]
  
  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was in jail at the Cherokee County Detention Center when my phone and debit cards were stolen out of my impounded car and used to drain my bank account. I filed for fraudulent transactions and have been repeatedly denied for the 2 that cost the most. 1 for over $700 the other for over $1700. I provided multiple documents proving I was in jail that shows I couldn't have made these transactions as well as a police report. I am consistently being denied the money regardless of how obvious it is that this could not be me. It's set up in a way that I'm not able to talk to anyone whose responsible for making these decisions. I've filed rebuttal after rebuttal and it gets me nowhere. I here false apologies everytime I call and it's like a slap in the face. This is SSI disability benefits and I'm not able to get back on my feet having to constantly fight for something that's rightfully mine that's been insured for up to $250,000 so this is causing more stress on top of this very distressful situation. I don't know what to do. Please help me.

  Business response

  04/10/2024

  April 10, 2024
  
  
  RE: BBB ID 21461474
  
  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 December 29, 2023, and February 22, 2024, you contacted Chime to report unauthorized transactions. A summary of the claims are as follows:
  
  CLAIM ID 12490602
  December 29, 2023: The claim was opened for four unauthorized transactions totaling $744.56.
  January 1, 2024: The investigation concluded, and it was determined that no error occurred.  An email was sent informing you of this outcome.
  Between February 29 and April 4: 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 12928949
  February 22: The claim was opened for seventeen unauthorized transactions totaling $1,800.50.
  February 29: The investigation concluded and based on the available information it was determined that a partial error occurred. On December 29, 2023, a merchant credit for $25.38 from Circle K posted to the account and the remainder of the dispute was denied.
  Between February 29 and April 8: Chime reopened the claim multiple times 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

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There were fraudulent charges made on my account due to my card being stolen. This company has lied and told me my claim would be open for 90 days to give me time to get the official police report due to me only having the reference number and they’ve continuously closed and denied the dispute. All of this despite the fact that they’ve “contacted the merchants”. If that were the case they would be able to verify whose name the charges were made under, ****** **********, not ***** ******* who is the card/account holder. The products and services were not sent to the address that is attached to the checking account or where the new card is being mailed to. The bank is being completely uncooperative and dismissive with this matter, repeatedly stating “we’ve contacted the merchants and confirmed they’re valid charges.” Of course the merchants are going to say the service or products were provided, because they obviously were, just not to me (***** *******). None of the disputed charges were approved and the bank is basically approving anyone to charge to my account which to me seems to be unethical and shady business practices. I need an actual resolution and none of this “we’ve contacted the merchant” business because that solves nothing. Otherwise I’ll have to take further action.

  Business response

  04/01/2024

  April 1, 2024
  
  
  
  RE: BBB ID 21408793
  
  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 March 4, 2024, you contacted Chime to dispute six unauthorized transactions totaling $142.78.  A claim was opened, and the investigation began.
  
  On March 7, 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

  04/05/2024

  There was sufficient evidence, i.e. the police report, to support the dispute of the claim when the merchants/vendors have been contacted and it’s been confirmed that the purchases were made by a “Jaycee” who is not an authorized user/signer on my account yet you refuse to refund or perform a proper investigation meaning you’re choosing to be a knowing and willing participant in fraudulent activity. You claim to have contacted the merchants/vendors yourselves yet you claim that all the transactions are valid. How? Jaycee is an unknown person using my funds to make purchases yet this “business” claims it’s valid? Your business is fraudulent, your business practices are criminal and shady. You’re even giving me a hard time closing the account when I want nothing to do with your fraudulent company anymore. Either give me my money back, close my account, or legal action will ensue.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: 21408793    

  Business response

  04/10/2024

  
  
  
  RE: BBB ID 21408793
  
  Dear Mr. *******,

  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

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Monday, February 26 at 7:46pm I attempted to make a cash withdrawal at the ATM for $200 at a First Federal bank in Raytown Missouri. The money never came out of the machine, but was taken out of my account. A total of $204 was taken out of my account and I never received the cash. I looked for a number in the atm to call but there was nothing. So I called Chime the moment it happened, and they told me to wait until the transaction was not pending and that my card was okay to use at a different ATM to make my withdrawal. Once the transaction posted I called Chime again and put in a dispute. I submitted my receipt as proof, and they denied my dispute.

  Business response

  03/21/2024

  March 21, 2024
  
  
  RE: BBB ID 21397904
  
  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 February 27, 2024, you contacted Chime to report an ATM Non-Dispense for $204.00. A dispute claim was opened, and the investigation began.
  
  On March 7, the investigation concluded and based on the available information it was determined no error occurred. An email was sent with the outcome.
  
  Upon your rebuttal request on March 7, Chime has determined that further investigation is warranted and reopened the case.  On March 19, provisional credit for $204.00 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 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

  03/21/2024

  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. 

  Regards,

  Complaint ID: 21397904
  

   

   

   

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I filed a joint tax return. It was sent to Chime/ The Bancorp Bank on 2/21/24. I contacted Chime, and verified that there would be no issue since it was a joint check. They assured me it was no problem. I contacted them on several occasions checking to see if they had received my return. They again assured me they had not, as they "don't hold deposits " and it would post as soon as received. On 2/26, we get a letter needing both our licenses and complete 1040 form showing it was in both names. I immediately sent the information. On 2/28 , I got an email saying the issue was resolved and my money was deposited. Although, they held the money for a week after assurance they would not. I woke up on 3/5 with a hold on my account because of the tax deposit. Meanwhile, I can't access my tax return, or my ssi check that I received last week. I can't buy groceries or pay bills, and will possibly have bills that get returned from auto draft. Now they are demanding I tell them what I plan on doing with my money and more information before they will give me access. And, they are asking for cashed checks or receipts, when they are the only bank we use, and they locked all access to the account.

  Business response

  03/19/2024

  March 19, 2024
  
  
  RE: BBB ID 21392080
  
  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 February 27, 2024, the Bank requested documentation verifying a deposit received in a third party’s name.
  
  On February 28, after a review of the documentation provided, the deposit was posted to the Account.
  
  On March 5, the Bank suspended the Account due to the detection of activity deemed high-risk. You were advised of the documentation needed in order to have the Account re-enabled.
  
  On March 8, after a review of the documentation received, the Account was re-enabled allowing you full access to the funds and all Chime program features.
  
  We trust this letter 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]
  
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been fraudulently charged numerous amount of times by a merchant that I didn’t recognize and it’s caused my account to go negative several times. They agreed I was tight yet refused to refund me.

  Business response

  03/25/2024

  March 25, 2024
  
  
  
  RE: BBB ID 21372319
  
  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 on February 16, 2024, to report transactions as Paid by Other Means.  Below is a recap of the claims opened on your behalf.
  
  Claim ID 12884899
  
  February 16: The dispute claim was opened for twelve (12) transactions totaling $95.88 as Paid by Other Means.
  February 28: The investigation concluded and based on the information available 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 you have not provided proof of paying by another method.  They are willing to reopen the investigation if you can provide valid proof.  Please contact them at 1-844-244-6363 with the proper proof to proceed. 
  
   Claim ID 12884861
  
  February 16: The dispute claim was opened for a transaction of $7.99. 
  February 17: 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.  
  
  Once the information is received, Chime will provide you with any update 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

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Feb 21, 2024 i received text messages and calls from someone claiming to be from Chime bank of The Bancorp Bank. They ended up scamming me with 671 fraudulent transactions totaling $4,505.44. I contacted the bank immediately telling them to not authorize these charges and that it was not me. They said they would but that i couldn’t file a claim as they were pending. On Feb 23 i called and filed a claim. Within 3 hours i received and email stating they denied the claim. I have submitted documents, filed a police report and continue to call and get dismissed. They continue to deny my claim saying nothing seems off when i normally have no transactions on that account. I have asked for documentation as to why they are denying it and no one has provided me anything. I have lost my funds and am getting no help.

  Business response

  03/12/2024

  March 12, 2024
  
  
  RE: BBB ID 21350771
  
  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 February 24, 2024, you contacted Chime to dispute 671 unauthorized transactions totaling $4,505.44.  A claim was opened, and the investigation began.
  
  Upon review of the complaint, Chime has determined that an error occurred.  As a result, permanent credit was issued between March 7 and March 9, 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

  03/12/2024

  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: 21350771
  

   

   

   

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had two fraudulent charges on my Chime account that I have shown proof and disputed 4 times only to be denied 4 times. I showed proof that I did NOT make these two purchases that totaled to $353.63 because I was at work in another state. The two purchases were made in two states that are about 4 hours away from where I currently live. They authorized my account to be connected to a Samsung pay account that I did not make. I even showed proof that I do not or have ever owned a Samsung phone. All my emails were done through my Apple phone. I’ve asked for documents for proof or their denials of my dispute but was only sent a transcription of the first conversation I had with and agent when I first opened the dispute. I am highly disappointed that Chime/Bancorp Bank did not protect me or my money and continue to assume I was the one that authorized the purchases when I did not. All I want is my STOLEN money back.

  Business response

  03/12/2024

  March 12, 2024
  
  RE: BBB ID 21319331
  
  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 February 6, 2024, you contacted Chime to report two (2) unauthorized transactions. A claim was opened, and the investigation began.
  
  On February 7, based on the information available it was determined that no error occurred.
  
  Between February 9 and February 14, Chime reopened the claim multiple times through the rebuttal process.  Please note, each of the rebuttal investigations found no error had taken place.
  
  Upon receipt of the complaint, on March 4, Chime reviewed the claim and determined an error had occurred and permanent credits posted to the Account.  
  
  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

  03/12/2024

  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: 21319331
  

   

   

   

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a dispute with Chime the banking app. I had to report my card stolen because they were fraudulent charges on my debit card. I called it in to follow a dispute and they refused to give me a refund for fraudulent charges on my account and this is not the first time

  Business response

  03/14/2024

  March 14, 2024
  
  RE: BBB ID 21316937
  
  Dear ***** *****,
  
  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 Account record indicates on February 15, 2024, you contacted Chime to report an unauthorized ATM transaction. The claim was opened, and an investigation began. On that same day, the investigation concluded, and it was determined that no error occurred.
  
  Between February 17 and February 21: Chime reopened the claim multiple times through the rebuttal process.  Please note, each of the rebuttal investigations found no error had taken place.
  
  We understand this was not the resolution you were seeking regarding your claim but believe the investigations 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

  03/21/2024

  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: 21316937

   

   

   

  Business response

  03/26/2024

  March 26, 2024
  
  RE: BBB ID 21316937
  
  Dear ***** *****,

  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]
  
  

*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. ↩