ComplaintsforStride Bank, N.A.
Bank
Current Alerts For This Business
Pattern of Complaint:
BBB files indicate that this business has a pattern of complaints concerning billing and collection issues, refund and exchange issues, and customer service issues. On March 29th, 2022 BBB submitted a written request to the company encouraging them to address the pattern of complaints. As of July 14th,2022, the BBB received a response addressing the pattern. Currently waiting to see improvement over time.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
5/20/24 I made two separate deposits of $500 each time, bringing my account balance to $863. This amount was deposited to make my house payment. On 5/21/24 at 10:04am, I received an email stating that my account was closed effective immediately. I have called the customer support as of now ******** 4 times. All 4 representatives refuse to provide any information other than my account was closed because it was not in compliance. When I asked what was not in compliance, they refuse to provide an answer. They refuse to provide me with contact information to someone who can answer my questions, and they refuse to tell me how I can retrieve my money that I deposited yesterday, as well as my direct deposit of $765.53 from my employer that I received today.Business response
05/30/2024
***************************************** established your Chime Checking Account and serves as the issuer of the ********** Debit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Checking Account very seriously.We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reviewed your complaint and escalated it to their Fraud Ops team. Their review determined that due to the closure reason of the account, the account is not eligible for re-enablement.Chime did verify that they will issue a refund check - however, Chime needs verification of your address before they are able to issue a check.
Please contact Chime via phone at ************ or via email at ***************** for further assistance with address verification.
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.Initial Complaint
05/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Account that not mine and it's on my creditBusiness response
05/29/2024
***************************************** established your Chime Checking Account and serves as the issuer of the ********** Debit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Checking Account very seriously.We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reviewed their records and found that on May 2, 2020, a Chime Checking account application using your information was submitted through Chime's website. Applicants are required to certify that the information provided at the time of enrollment is true, and as a result, the application was deemed to be authorized and approved.
Chime escalated this account to their Fraud Ops team to have the account closed for identity theft. After conducting a review, they determined that this does not appear to be identity theft. If you wish to close the account, ***** asks that you provide the following information:
Confirmation of the last 4 digits of your Social Security Number.
Proof of your ID theft claim (this must be a police report; please make sure that Chime is listed as an Affected Account on the report).
Please provide the requested information directly to Chime. You may reach ***** via phone at *********** or via email at *****************.
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.Initial Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have some fraudulent stuff happened with my bank and someone hacked my account and I have proof of my statements that the money they took was my money over $1,400, and the bank isnt willing to work with me . the investigation was quickly denied to help restore my funds, and i wanted to make a complaint in order for me to recover my lost funds.Business response
05/24/2024
***************************************** established your Chime Checking Account and serves as the issuer of the ********** Debit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Checking Account very seriously.We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reviewed your account and found that on May 18, 2024, you contacted them regarding 2 Pay Anyone transfers to $*********************-1 totaling $1,370.95, which you stated were unauthorized. ***** filed a dispute and opened an investigation.
On the same day, ***** concluded their investigation and based on the information available, they determined that no error occurred. You were notified of the result via email.
On May 19, you requested to reopen the investigation and a rebuttal investigation was opened. ***** affirmed that this investigation is on-going and they will notify you via email upon the conclusion of the investigation, which should be no later than July 3, 2024.
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.Customer response
05/30/2024
Complaint: ********
I am rejecting this response because: why would I send all I have to someone I dont know and have never even met. That was everything I had which came from my taxes Im a single mom to twins
Sincerely,
*********************Initial Complaint
05/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 05/16/2024, my bank ********** (Stride bank) unknowingly or willingly charged my account to the merchant "Straight talk services" $43.11 which is my phone service but I was waiting for a money transfer before replenishing my phone services as I still had time. I called contacted Chime which said Straight talk services charged my account. I contacted Straight talk and they did not. There was no money added to my account. The money is just missing. Chime insinuated I was trying to get free service. I've had them for 8 years. They do not have my permission to just use my card. Please helpBusiness response
05/24/2024
***************************************** established your Chime Checking Account and serves as the issuer of the ********** Debit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Checking Account very seriously.We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reviewed your complaint and indicated that per the Deposit Account Agreement agreed to at account opening,they cannot cancel or refund a ACH debit initiated by you once it has been processed to the designated recipient. While Chime can place stop payment requests for future ACH debits and merchant blocks for future payment authorizations, these do not apply to ACH debits that have already been processed.
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.Initial Complaint
05/07/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am not liable for this debt with Chime / Stride Bank Na, I dont have a contract with Chime / Stride Bank Na, LP, they did not provide me with the original contract as I requestedBusiness response
05/15/2024
***************************************** established your Chime Credit Builder Account and serves as the issuer of the ********** Credit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Credit Builder Account very seriously. We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reviewed their records and found that you created a Chime account on March 18, 2022. As part of their enrollment process, you were presented with agreement documentation.Additionally, you were also presented with a Chime Credit Builder Agreement and Application disclosure. Chime's records further indicate that you agreed to the Chime Credit Builder Agreement on August 7, 2023 - you are also actively using the account.
Chime reports information accurately to the three major credit bureaus. Information that Chime reports includes your payment status, amount past due (if any), account age, and current balance (the amount you have spent since the last statement plus any amount past due).Chime's records indicate that your account is being reported accurately. To remain fair and impartial to all their members, ***** is unable to modify their credit reporting procedure.
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.Initial Complaint
05/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I woke up this morning (6/5/24) to 4 emails in my inbox saying that I had opened an account with ***** (I did not). One of them had a pdf with information that had my name, but an incorrect address from *******, ******* (I live in *********). My understanding is that Chime acts through Stride bank. When I emailed ****************** an automated reply said that they were no longer answering emails to this address as of May 6 (today), which I thought was a little suspicious. I also am having no luck calling their number at **************, which answers with "due to temporary service difficulties, we are unable to connect your call at this time". Not sure whether this is because I am calling from Aus.I also tried logging into the account with the email to use the online chat, but they require 2FA to reset password, which is sent to a mobile number which is (obviously) not mine.I am wanting to close the account, but have no way of contacting Chime to do this.Business response
05/10/2024
Hello,
Stride Bank established your Chime Checking Account and serves as the issuer of the ********** Debit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Checking Account very seriously.We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reviewed their records and found that on May 5, 2024, a Chime Checking account application using your information was submitted.
After a reasonable investigation,Chime flagged and closed the account on May 6, 2024. Chime additionally flagged your personal information so no other accounts would be opened on Chime's platform. As further reassurance, ***** would not report any information to external credit reporting agencies in relation to the unauthorized account or hold you responsible for any activity on the account.
We recommend that you take the following steps to protect your identity further:
Place a fraud alert by contacting one of the three credit bureaus:
Experian.com/fraudalert or **************
TransUnion.com/fraud or **************
Equifax.com/CreditReportAssistance or **************
Review your Annual Credit Report by visiting annualcreditreport.com or calling **************. Visit IdentityTheft.gov or call ************** to learn more about additional steps you can take to protect your personal information, including how to report Identity Theft to the Federal Trade Commission.If you received a 1099 tax form, please report it to the *** for resolution. You can find additional information on the *** site: *************************************************************
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.Initial Complaint
05/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Chime account was closed out without my consent. I wasnt notified by phone or mail. They said I had a zero or negative balance but it has no balance requirement it clearly states that online to maintain an account. chime would not let me open a new account. I want to know what the charges were, and when they were made, none of this was explained to me Is that legal? I feel it was very unfairBusiness response
05/10/2024
***************************************** established your Chime Checking Account and serves as the issuer of the ********** Debit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Checking Account very seriously.We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reviewed their records and found that your account was closed on April 10, 2024 due to a negative balance and is not eligible for re-enablement.
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.Initial Complaint
05/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My complaint is with Chime online banking services which is owned by Stride bank. For some time now Ive noticed on my online banking app that when checking my account and checking specifically the pending transactions. When the transaction turns into being settled and is no longer in the pending phase Chime will change the amount on my end of my transactions to the lesser amount and not credit my account with the difference. Let me give you an example: On April 27, 2024 I purchased 2 items from ******* online. The total amount of the transaction was $11.19. I changed my mind about one of the products and canceled it but kept the other item. So, ******* canceled out the item. Now My $11.19 has already been deducted from my card and is in the pending status at the bank. I took screenshots of the information from the purchase. Because I have had the same issue before with Chime I kept all of the online information from the purchase. Both from ******* and Chime. I checked every day 2 maybe 3 times to see if the transaction was out of the pending status and if the funds from the item I canceled had been returned to my account which it was never returned after the pending status.: OKAY, what CHIME did was change the amount on my transaction page from $11.19 to the amount of $4.80 which was the cost of the item that I did not cancel. That leaves $6.39 that I was looking for to be credited back to my card which it never was. I have called chime so many times about this same problem many times since 2020 when I became a customer of Chime. Every time they tell me I assure you the money was put back in your account. So, this is why for this particular purchase I watched every little change on my account and that money was never credited back to me. I checked last night before I went to sleep then again when I woke up. When I woke up I saw that it went out of pending status and the bank had changed the amount but did not add any funds from the cancellation to my accountBusiness response
05/13/2024
***************************************** established your Chime Checking Account and serves as the issuer of the ********** Debit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Checking Account very seriously.We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reviewed your account and found that on April 30, 2024, Walmart.com placed an authorization hold on your account for $11.19. This was an authorization hold and not a posted transaction. An authorization that is not settled by a merchant generally expires within a few business days and therefore does not need to be refunded.
On May 2, the authorization hold for $11.19 settled on your account for $4.80. At the same time, an authorization hold from Walmart.com for $6.39 was placed on your account.
On May 8, the pending authorization hold for $6.39 expired and the funds that were on hold were returned to your balance. Please note that since the purchase did not complete, it does not appear in your transaction history or statement.
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.Customer response
05/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******************Initial Complaint
05/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is *************Business response
05/09/2024
***************************************** established your Chime Credit Builder Account and serves as the issuer of the ********** Credit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Credit Builder Account very seriously. We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reports information accurately to the three major credit bureaus. Chime's records further indicate that your account is being reported accurately. To remain fair and impartial to all their members, ***** is unable to modify their credit reporting procedure.
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.Initial Complaint
04/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
$908 were charged to my account without permission. In the last month Ive requested new debit cards for fraudulent activity. I filed a dispute and in less than 12 hours they deemed no error occurred and no funds would be refunded one of the transactions is for a phone company I do not have a phone with. I would just like my money refunded. It seems impossible to me for them to be FULLY investigate such things in less than 12 hours.Business response
05/08/2024
***************************************** established your Chime Checking Account and serves as the issuer of the ********** Debit Card and, as such, is concerned with your complaint. As the issuer, we take all matters which affect consumers who utilize the Chime Checking Account very seriously.We have conducted an investigation into the matter and reached out to ***** to better understand the full scope of this matter. Chimes investigations show the following:
Chime reviewed your account and found two dispute claims:
Claim #******** - On April 30, 2024,you contacted them to report 4 unauthorized transactions totaling $208.27.***** filed a dispute and opened an investigation. The same day, ***** concluded their investigation and based on the information available, they determined that no error occurred. You were notified of the result via email.
Claim #******** - On April 29, 2024,you contacted them to report 4 unauthorized transactions totaling $699.92.***** filed a dispute and opened an investigation. On April 30, 2024, Chime concluded their investigation and based on the information available, they determined that no error occurred. You were notified of the result via email.
Chime and Stride Bank place great importance on providing an excellent customer experience. Please contact ************ Services at ************ if you have any further questions or concerns.
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Customer Complaints Summary
332 total complaints in the last 3 years.
117 complaints closed in the last 12 months.