ComplaintsforThe Bancorp Bank

• 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]
  
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address a pressing issue regarding my Oxygen banking account. Since 2021, I have utilized this account without complications, particularly during tax season. However, on 02/01/2024, after receiving my federal and state tax refunds, my account was inexplicably blocked. The reason cited for this action, purported deposit inconsistencies, is unfounded. All deposits are rightfully mine, earned through hard work. It is unjust to deny access to my funds, especially when they stem from lawful tax refunds. Despite promptly providing taxes, ID, and proof of address, I was issued a small Letter of Indemnity (LOI) by the bank representative. However, the process to finalize it requires all parties involved and notarization—excessive for a routine matter. And because of that the woman at the Bank of America told me it’s a federal bank account and she cannot provide so much information about their detailed financial information Additionally, after being blocked, I received a call from Paula, the Oxygen limitations representative, who stated that the block was to verify my identity. She assured me it would be unblocked by morning. However, it has been almost a week, and my account remains inaccessible. Furthermore, the woman at Bank of America, responsible for tax refund processing, expressed disbelief at Bancorp's actions. She highlighted the unusual nature of their demands and advised filing formal complaints for violating consumer banking rights. Further complicating matters, my account was flagged due to inactivity, without prior notification. Though assured it would be unlocked by morning, this promise remains unfulfilled. As a result, my siblings and I have been forced to sleep in our car, deprived of essential funds. This situation is distressing, considering previous seamless transactions. I demand immediate account unblocking and resolution.

  Business response

  02/20/2024

  
  February 20, 2024
  
  
  
  RE: BBB ID 21253025
  
  Dear Mr. ****,
  
  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 the Better Business Bureau (“BBB”) regarding your Oxygen demand deposit account (“Account”). The Bank provides banking services to Oxygen, Inc. (“Oxygen”), the program manager.
  
  Our review of the Account records indicates on January 31, Oxygen exercised their right as described in the Deposit Account Agreement to block your Account, as the activities didn’t meet the terms and conditions.  Then on February 7, the card was permanently closed. 
  
  On February 8, the funds were returned to the originating banks.  You will need to work with the originators to obtain the remaining funds. 
  
  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 response

  02/25/2024

  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.

  **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: 21253025

   

  Rejecting because the bank is a fraud and lied about everything I’m still homeless and waiting for my refund!! Bancorp need to be shut down for good for fraudulent activity 

   

  Business response

  02/28/2024

  February 28, 2024
  
  
  
  RE: BBB ID 21253025
  
  Dear Mr. ****,

  The funds were returned to the originating banks.  You will need to work with the originators to obtain the remaining funds. 
  
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I use Vault, a payroll check card provided via Paycom from my employer. My account was hacked and I cannot log in nor can I retrieve my money. When calling their customer service they do not provide resolution. There is no follow up with this process. Someone effectively stole my identity and their response has been terrible. They cannot help me because nothing matches and they don't have an appropriate escalation or fraud department to help out. I am short $1600 from this and I need this money which they do not help with.

  Business response

  02/21/2024

  February 21, 2024
  
  RE: BBB ID 21228352
  
  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 Vault Visa Payroll Card (“Card”).  The Bank provides banking services to Paycom Payroll (“Paycom”), the program manager.
  
  A review of the records indicates the account was suspended on January 31, 2024 and later closed for suspected fraud on February 2.
  
  On February 8, the account was manually reauthenticated and an email was sent to you informing you of the account profile update. We encourage you to call Customer Service to review the activity on your account and open a dispute claim if there are any transactions you do not recognize.  They can also assist you in accessing the funds. 
  
  We apologize for any inconveniences this has caused 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

  02/26/2024

  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: 21228352
  

   

   

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There was a fraudulent transaction that (provided evidence) even though I had nothing to do with the fraud charge, they will not credit the stolen money.

  Business response

  02/05/2024

  
  
  
  February 5, 2024
  
  RE: BBB ID 21169947
  
  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 January 15, 2024, you contacted Chime to report an unauthorized transaction. A claim was opened, and the investigation began. On that same day, the investigation concluded, and it was determined that no error occurred.
  
  Between January 16 and January 30, 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 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

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am asking for your help in getting my money back, as Chime has declined my fraud claim and is stating no error has occurred. On the morning of 1/9/2024 I received a push notification, advising of a transaction for $212.89 at a Walmart in Lakeland, FL. I then received a message that my card had been restricted and that someone would call me shortly. I received a call, the agent on the phone, identified himself as being with Chime bank, he knew the last 4 digits of my card, there was an attempt to use my card for the amount that I was notified about and that they were going to fix my account so the fraud would not continue. He said that he could see I had another account, named it as a cash app account (which I do) that was linked to this Chime account, and that they could see someone was trying to access that account as well, and that I should de-link them so that no fraud would happen on that account as well, so I did. During the call, they kept sending me push notifications, from the same place I always get them from Chime, saying they needed to make sure my Yes and No answers were working on my account, because he could see the scammers trying to access the account as we were on the phone, so he instructed me to enter No to the first request, and then Yes so that they could make sure it was working on the account. At some point, the call dropped and that is when I discovered that I could no longer access my account. I called Chime and spoke to agent that I didn’t authorize those transactions, but he said that they had to let the transactions clear the account before I could file a dispute, he would canceled my card and requested new card. I spoke to agent in the fraud department, filed a claim, provided claim #1259250. These scammers knew exactly what to say and when to say it. They knew everything about me, my address, the amount I had in my accounts. I am writing to plead for help in getting my money back. Chime didn’t even try to fight for me, their customer.

  Business response

  01/30/2024

  January 30, 2024
  
  
  RE: BBB ID 21152967
  
  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 January 10, 2024 you contacted Chime to report sixteen (16) unauthorized transactions totaling $3,630.90. A claim was opened, and an investigation began.
  
  On January 12, 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 an error occurred on January 29.  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]
  
  
  

*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. ↩