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:06/27/2024

  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.

  I’ve filed 3 separate disputes with my chime checking account. Each of the 3 have been closed multiple times after only a few days of filing them and I keep reopening the dispute. There’s no possible way that a dispute for unauthorized chargers takes 3 days to investigate. First dispute Filed: May 20th 2024 Amount: $121.59 Denied: May 29 2024 Amazon purchase that was canceled and never delivered. Amazon didn’t provide a refund and in the Amazon app it says it was never delivered and I’ve uploaded documents to chime showing that and my dispute has been denied 3 times now. Second dispute Filed: May 18 2024 Amount: $591.00 Denied: June 4 2024 I was scammed by somebody and showed proof that I was scammed and dispute has been denied multiple times. Third dispute Filed: June 23 2024 Amount: multiple transactions totaling $274.81 Denied: June 27 2024 I lost my wallet in Brasil and there was multiple unauthorized purchases totaling $274.81. I filed the dispute and it was denied about 72 hours later. There’s no possible way a thorough investigation for unauthorized charges like they claim they did was done in 72 hours. I’ve reopened this claim and I’m waiting for results. This is an ongoing issue as other people I know that also use chime have the same issue.

  Business Response

  Date: 07/15/2024

  July 15, 2024
  
  
  ****** *********** **** ** ***** ***** ** ****** ** *****
  
  RE: BBB ID 21911172
  
  Dear Mr. **********r,
  
  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 May 18, May 20, and June 23, 2024, you contacted Chime to report a transaction in which you did not receive the merchandise, a transaction in which was canceled and unauthorized transactions. A summary of the claims are as follows:
  
  CLAIM ID 13641105
  May 18: The claim was opened for a Cash App transaction for $591.00 in which you did not receive the merchandise.
  June 4: The investigation concluded, and it was determined that no error occurred.  An email was sent informing you of this outcome.
  June 9:  You asked that the investigation be reopened, and it was determined that the decision would stay the same.
  
  CLAIM ID 13657450
  May 20: The claim was opened for a canceled transaction totaling $121.59.
  May 29: The investigation concluded, and it was determined that no error occurred.  An email was sent informing you of this outcome.
  June 9 and June 27: You requested the investigation to be reopened through the rebuttal process. The investigations determined that no error occurred.
  June 29: You requested the investigation to be reopened and the investigation is on-going, and you will receive notification of the outcome once the investigation is finalized.
  
  CLAIM ID 13930725
  June 23: The claim was opened for five unauthorized transactions totaling $274.81.
  June 27: The investigation concluded, and it was determined that no error occurred.  An email was sent informing you of this outcome. Following the denial, you initiated a rebuttal investigation request. The investigation is on-going, and you will receive notification of the outcome once the investigation is finalized.
  
  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 Answer

  Date: 07/16/2024

  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. Your response doesn’t include any information on helping me. You just repeated what I filed a complaint about. I showed multiple documents of proof for each dispute and they were still denied. Some of the initial disputes or rebuttals were closed within 48 hours which doesn’t give proper time to fully investigate a dispute. Regards, Complaint ID: 21911172    

  Business Response

  Date: 07/29/2024

  July 29, 2024
  
  
  ****** *********** **** ** ***** ***** ** ****** ** *****
  
  RE: BBB ID 21911172
  
  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 investigations, and our review of all the materials considered during the course of the investigations, we concluded the decision to deny your claims was valid. 

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

• Initial Complaint

  Date:06/23/2024

  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.

  I opened a Chime bank account and credit builder account in Nov 2023. I have received texts and emails from them over the last 6 months When I received a text about attempted fraud, I responded like I have in the past. Then a call came from Chime. Listed as Chime Financial, just like when I have called them. The rep didn’t ask to open any new apps, or any fraud triggers….i thought I was talking to Chime. They said a security measure was using pay anyone service in chime, send money to secure email while they reset my account then it comes back in. The email is **************************. They sent emails that look like Chime emails. I called to find out when the money comes back ($1036.00) most of my check, and they explained I had been a victim of fraud. They opened a dispute. It came back denied. They reopened when I sent pictures of fake and real emails and how the calls came up. Still no money back in my account. ($1036.00). I looked up fraud attempts. Someone had the same thing happen. I am filing a police report also. I am shocked Chime isn’t more worried about someone using their phone number and emails. That’s a huge breach in their system.

  Business Response

  Date: 07/09/2024

  July 9, 2024
  
  
  ***** ******* ***** ****** ** ***** ***** ** *****
  
  
  RE: BBB ID 21889697
  
  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 June 19, 2024, you contacted Chime to report an unauthorized transfer for $1,036.00. A claim was opened, and the investigation began. On that same day, the investigation concluded, and it was determined that no error occurred.
  
  On June 21, you requested the investigation be reopened.
  
  On June 23, the investigation concluded, and it was determined that no error occurred.
  
  Upon receipt of your complaint, your claim is being reinvestigated. Once the investigation is finalized, you will receive an email with the outcome.
  
  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: 07/23/2024

  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. Hi. I am responding to my compliant about Chime. I am very sorry I’m just responding, I am switching jobs and missed the email. Please keep this file open, I can send more evidence someone is posing a Chime Rep and scamming people. I lost $1036 I need that. I am the sole surviving parent to my child, I have a one income household. Please let me know what I can do to help this process. This is a terrible scam. I truly thought I was talking to Chime. Thank you  Regards, Complaint ID: 21889697    

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  ***** ******* ***** ****** ** ***** ***** ** *****
  
  
  RE: BBB ID 21889697
  
  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

  Date:06/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this Bancorp netspend prepaid card so that my son could have a way to purchase food at a venue that does not accept cash. I put $40 in cash on the card. The card, sold at CVS retail stores, requires you to enter your full SSN and other personal information in exchange for activation. I called to activate the card, and the person on the phone stated "we cannot activate your card. If you want a refund, we can only refund $35.05 because we took out a $4.95 service fee" ... they offered to mail me a check for the $35.05. This seems like a pervasive practice whereby they sell these cards, then make it difficult to activate the card, and then charge fees and keep the money. I am sure this is a regular occurrence. For me, please help me obtain a $40 refund. For the rest of the world, please shut this unethical company down. THANKS!

  Business Response

  Date: 06/25/2024

  June 25, 2024
  
  
  ******* ********* *** ** *** *** *** ***** ** *****
  
  
  RE: BBB ID 21845111
  
  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 PayPal Prepaid Mastercard (“Card”).  The Bank provides banking services to Netspend Corporation (“Netspend”), the program manager.
  
  Our review of the records indicates on June 13, 2024, you contacted Customer Service to activate the Card. The agent, with whom you spoke with, was unable to verify your identity with the information provided; as a result, they could not proceed with activating the Card.
  
  On June 20, the Card was permanently closed, and a refund check request was initiated. Please note, the $4.95 Plan Fee has been credited along with the Card Purchase Fee of $2.95 so the refund amount is for $42.95.  Please allow ten (10) business days for the check to arrive at your W. End Ave. address. 
  
  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: 07/01/2024

  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: 21845111
  

   

   

   

• Initial Complaint

  Date:06/10/2024

  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.

  I had 3 unauthorized charges that I had disputed with chime as soon I recognized the charges I let them know and got a new card sent out after a day they denied it then I told them thats not fair because I didn’t make them unauthorized charges on my account and still refused to give me my money back and in chime policy they have Visa's Zero Liability Policy protects cardholders from unauthorized charges made with their Visa credit or debit card, whether online or offline, if the card is lost, stolen, or fraudulently used this is unfair that chime is going against there own policy. The transactions total:$1,510 and was made on 05/23/2024 January me transaction for $100 another for $400 and the last one for 1,000 i didn’t not authorize them charges. My Account number is:**********15 My routing number is:*********

  Business Response

  Date: 06/18/2024

  June 18, 2024
  
  
  
  
  RE: BBB ID 21825730
  
  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 records indicates on May 25, 2024, you contacted Chime to report four unauthorized transactions totaling $1,510.00. A claim was opened, and the investigation began. On that same day, the investigation concluded, and it was determined that no error occurred. 
  
  Between May 25 and June 4, 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 your complaint, your claim is being reinvestigated. Once the investigation is finalized, you will receive an email with the outcome.
  
  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: 06/19/2024

  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.This what chime always says is that they going to investigate and come back with the same results with no evidence of their decisions they also told me that im eligible for provisional credit and I never received that Chime is a scam I could never trust my money with them after this I just want my money that’s all I’m low behind on bills because of false promises they make  Regards, Complaint ID: 21825730    

  Business Response

  Date: 07/02/2024

  July 2, 2024
  
  
  
  RE: BBB ID 21825730
  
  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]
  

   

• Initial Complaint

  Date:05/30/2024

  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.

  All of my accounts associated with this particular bank have been compromised as a result of fraudulent activities. Upon contacting the bank to contest all of the transactions, they merely replaced my credit cards and resolved the dispute on the same day. I have also submitted supporting documents for my other accounts to substantiate my claims. Unfortunately, my accounts remain in the negative, with no one having reviewed the provided documents, and they are still being utilized at this very moment. It is imperative that my accounts are restored to their original balance as soon as possible. Currently, only one of my bank accounts has issued a refund, while the other account with Chime has not taken any action. I have been a customer of this bank for six years and have never encountered this issue before.

  Business Response

  Date: 06/24/2024

  June 24, 2024
  
  
  ********* ***** *** * **** ** *** *** ********** ** *****
  
  
  RE: BBB ID 21781555
  
  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 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 May 28, 2024, and May 29, you contacted Chime to report unauthorized transactions. A summary of the claims are as follows:
  
  CLAIM ID 13715413
  May 28: The claim was opened for five unauthorized transactions totaling $652.26.  On that same day, the investigation concluded, and it was determined that no error occurred. 
  May 29: You requested the investigation to be reopened and the investigation began.
  June 1: The investigation concluded, and it was determined that no error occurred.
  
  CLAIM ID 13728065
  May 29: The claim was opened for forty-nine unauthorized transactions totaling $2,016.79. On that same day, the investigation concluded, and it was determined that no error occurred. 
  May 31: You requested the investigation to be reopened and the investigation began.
  June 9:  The investigation concluded, and it was determined that no error occurred.
  
  CLAIM ID 13728123
  May 29: The claim was opened for eleven unauthorized Pay Anyone transfers totaling $350.00. On that same day, the investigation concluded, and it was determined that no error occurred.
  May 31: You requested the investigation to be reopened and the investigation began.
  June 9:  The investigation concluded, and it was determined that no error occurred.
  
  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 Answer

  Date: 06/25/2024

  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.  The business failed to address my concern so I can close my account after receiving my full refund for my deputes. This is not the first time Chime looked over customers claim they closed all my claims the same day., never looked into the matter taking all my paychecks. I just want to be done we Chime after all my funds has been added back into my account so I can remove them Chime has wrote the same statement for years now when it comes to taking responsibility. I'm a victim!!! **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: 21781555    

  Business Response

  Date: 06/27/2024

  June 27, 2024
  
  
  ********* ***** *** * **** ** *** *** ********** ** *****
  
  
  RE: BBB ID 21781555
  
  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,
  Complaints Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  

• Initial Complaint

  Date:05/26/2024

  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.

  5/25/24 5:32pm - received a text from “ chime” in regard to money being spent at a location ( reply yes if did or no if did not ) replied no and was sent a message stating “ a customer representative will be calling me shortly “ 5/25/24 5:35pm - received a phone call from (8**********3 stating they were a call representative from Chime and they had tried to call me from the customer representative center number but did not go through & they were going to call me from it to verify they were in fact a chime customer service representative 5/25/24 5:39pm - received called from (***********3 ( chime customer service line ) same individual I had spoken with and stated and had me confirm it was me . I confirmed and returned to original call number . Made statements that an ***** ********* from an iPhone 7 had made transactions to be sent out beginning of next week and in order to stop this, required me to send my money to Supervisor ********* ******* for “Payment Dispute/Refund Authorization” & money would be credited back into a new checking account 5/25/24 6:09pm - sent money and placed me on hold 5/25/24 7:13pm - became suspicious and called Chime customer service number originally ( same number this individual called )and they stated no one had called me when I have evidence proof someone did from their number and I began to file a dispute and explained the situation to them and uploaded document proof to the dispute center 5/26/24 12:15am - email sent that my dispute was denied due to no error occurred 5/26/24 12:41am - called chime customer support after viewing email at 12:40am to re-open dispute I do not think this is being investigated enough . I have provide them with the documents regarding that their number did in fact place a call to my phone which is the customer service number d continued to “assist” me. I have three kids and I am out of my money and I do not think they are taking it seriously as they should in this situation

  Business Response

  Date: 06/11/2024

  June 11, 2024
  
  
  
  RE: BBB ID 21761871
  
  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 May 25, 2024, you contacted Chime to dispute an unauthorized transaction for $4,000.00.  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 is not the resolution 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 Answer

  Date: 06/12/2024

  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.After taking the necessary steps to ensure that this situation was going to be properly handled , I obtained a police report , filed complaints to the FBI IC3 , and have gone to collect further evidence , the outcome of providing all information to prove and show this indeed was a scam, have not been taken seriously. Speaking with the detective who called in regard to my police report I filed , he made a statement that there was nothing that could be done on their end due to the nature and location from the number(s) that have called. It is infuriating as well as heart-wrenching that Chime cannot see that the loss of my hard worked and hard earned money , fell victim to scammers and Chime has not been successful nor helpful in communicating why they keep denying me . They send me the documents that I have submitted with the same response that “ no error occurred “ but there is no in depth explanation as far as voicing my concerns not only for me but other victims such as myself who have been denied and are fighting for their voice to be heard . I have never had any problems with banking with them until now when it comes to money being lost/stolen under the terms of deception . In this situation a crime has occurred and this just proves to me that Chime will not treat their customers who have fallen victim to scammers, seriously or respectfully as I have obtained more than enough evidence to prove my victimization . To give up allows the scammers to win and continue to do what they do best and victimize more people . Chime should be considerate to these victims such as myself as many of those have children and families to care for . I was scammed to believing that my account was compromised and have voiced this everytime I speak with a representative regarding my dispute and rebuttals .  I am being pushed to the side hoping I can be silenced and give up so they can move on . It is discriminatory actions they are taking by not resolving this issue for what it is and assisting me in receiving these funds that were done so out of deception to deprive me of my money .  Regards, Complaint ID: 21761871    

  Business Response

  Date: 06/24/2024

  June 24, 2024

  RE: BBB ID 21761871
  
  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

  Date:05/24/2024

  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.

  I had a Visa virtual card that expired on January 2024, with a remaining balance of $126. When I contacted the company, they informed me that the entire amount is forfeited and cannot be retrieved. This is unacceptable, as other companies typically charge a $5 processing fee and refund the remaining balance. I believe this company's policy is fraudulent and unfair to consumers. I am seeking a resolution where the company refunds the remaining balance, minus a reasonable processing fee.

  Business Response

  Date: 06/10/2024

  June 10, 2024
  
  
  RE: BBB ID 21757974
  
  Dear ******** *******
  
  This letter is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better Business Bureau (“BBB”) regarding a Visa Prepaid Card (“Card”). The Bank issues the Card on behalf of OnBe, Inc. (“OnBe”) the program manager.
  
  A review of the records indicates the digital reward Card was issued in January 2023, with an available balance of $126.00. 
  
  On January 21, 2024, the Card expired.  The balance at the time of expiration was $12.22.
  
  On June 4, 2024, upon review of the complaint, OnBe agreed to send you a replacement
  Card to the above referenced Saint Andrews Avenue address.  Please allow up to 14 days for the Card to arrive.  The replacement Card will have an available balance of $12.22.  We encourage you to redeem the full balance prior the new expiration date to avoid the same situation from occurring.
  
  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: 06/11/2024

  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: 21757974
  

   

   

   

• Initial Complaint

  Date:05/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of 5/20/24, I received a text message from a number claiming to be Chime Bank: “Chime Bank: Did you attempt an ATM withdrawal in the amount of $300.00 on 05/20? Reply YES or NO to confirm this transaction. To Opt out reply STOP Msg & data rates may apply chime.com.” I replied “NO” and received a response stating: “Your transaction was declined. Thank you for helping us keep your account secure. A customer service representative will be contacting you shortly.” Shortly afterward, I received a call from Chime’s official customer service number, 1-844-244-6363. The representative had access to detailed information about my account, convincing me the call was legitimate. They sent me a link, supposedly to secure my account. After following the link, I discovered that $4,153 had been withdrawn from my account, and the call was disconnected. I immediately called the same number back and spoke with another Chime representative. After verifying my identity and explaining what occurred, the representative claimed the initial call and transaction were not conducted by them and that Chime would not initiate such a call. When I requested to file a dispute, I was initially told I could not do so because it was claimed I had sent the money myself, despite the transaction being initiated through a link provided by what I believed to be a Chime representative. I called back again and was eventually allowed to file a dispute and upload all relevant evidence, including the text message, call details, and the link. I was informed the dispute process would take 10-20 business days. However, within less than an hour, I received a notification that my dispute was denied due to a lack of finding any error, despite the substantial evidence I submitted. I am deeply distressed and suspicious for multiple reasons

  Business Response

  Date: 06/05/2024

  June 5, 2024
  
  
  ******** ***** **** ****** ****** ***** **** ********** **  *****
  
  
  RE: BBB ID 21739469
  
  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 May 20, 2024, you contacted Chime to dispute an unauthorized transaction for $4,153.00.  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]
  
  
  
  

• Initial Complaint

  Date:05/19/2024

  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 had an account with chime, Someone entered my account unlawfully and stole my whole SSA check. Plus my savings over 1000.00 in checking and close to 700 in savings. They closed my account and would not give me any info. Telling me account was closed, I never recouped my funds. I contacted chime and asked to show proof funds were taken. They agreed and sent a document attached to this for at least 77.00 of it. Though the signature on doc was not mine it was an Albert transaction but nit the bank account the funds were transferred to over 1800.00. I had a similar instance with my bancorp account with tire rack a tire Co distributer of pep boys it all has to do with Delaware stealing from other states, it's why Delaware is a duty free state meaning no taxes to pay state like. Pep boys Delaware same with batteries and starters now bancorp in Delaware, police usually run there when finished with their duty. They scam and cheat, some are dishonored even working for your financial institutions! It's been proven. The bank needs an audit!

  Business Response

  Date: 06/10/2024

  ***** ******* *** *** ** ****** ** *****
  
  RE: BBB ID 21733134
  
  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. (“Chime”), the program manager.
  
  Our review of the records indicates on July 1, 2021, you contacted Chime to report an unauthorized transaction. A claim was opened, and the investigation began.
  
  On July 2, 2021, the investigation concluded, and it was determined an error occurred. On that same day, Chime had placed a credit on the account.
  
  On September 28, 2021, exercised their right as described in the Deposit Account Agreement to close the Account due to high-risk activity. On that same day, a SSA deposit for $1,082.00 was attempted, but returned to the SSA with the trace number *************83.  You will need to contact the Social Security Administration directly to reclaim your funds.
  
  We are unable to locate the referenced transactions for $1,000.00 and $1,800.00, nor could we identify a savings account. If you believe you have another Account, please provide the Account number or a statement reflecting these charges.
  
  The Account balance has a negative balance of -$95.00 so no refund will be issued.
  
  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: 06/16/2024

  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.                                                                     NO The credit placed my account in a positive state! SsA never received the funds no trace# available like that. I am missing 777.00 out of chime savings account!!!!! Plus 70.00 someone else signed to take from my account. It was not my signature for the withdrawl! Regards, Complaint ID: 21733134    

  Business Response

  Date: 06/24/2024

  June 24, 2024
  
  RE: BBB ID 21733134
  
  Dear Mr. *******,

  An SSA deposit for $1,082.00 was attempted but returned to the SSA with the trace number **************3.  You will need to contact the Social Security Administration directly to reclaim your funds. If you feel this is incorrect, please contact Chime with your concern.

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

• Initial Complaint

  Date:05/13/2024

  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.

  My bank account with the Bancorp bank through chime banking was breached and they gave me a partial refund of $49 but refuse to give me the majority of what was taken $1,190.50.

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  
  RE: BBB ID 21706789
  
  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 May 3, 2024, you contacted Chime to report unauthorized transactions. A summary of the claims are as follows:
  
  CLAIM ID 13518922
  May 3: The claim was opened for five unauthorized transactions totaling $49.92. Provisional credit was applied to the account for the full amount and the investigation is on-going.
  
  CLAIM ID 13523804
  May 3: The claim was opened for one hundred ten unauthorized transactions totaling $1,190.50.
  May 6: The investigation concluded and based on the available information it was determined no error occurred. On that same day, you requested the claim be reopened through the rebuttal process and the investigation began.
  May 10: Based on the available information it was determined no error occurred.
  May 13: You requested the claim be reopened through the rebuttal process and the investigation began.
  May 22: Based on the available information it was determined no error occurred.
  May 30: Upon receipt of your complaint, your claim was reopened, and provisional credit was issued for the full amount of the disputed transactions. You will be notified once the investigation is completed. 
  
  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]