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:08/02/2022

  Type:Customer Service 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 lost my OneVIP debit card, which is issued by Stride Bank. I reported the card lost to customer service and disputed several transactions that occurred while my card was lost. Customer Service did a brief investigation and informed me my claim was denied since no error was found. I escalated my dispute to Stride Bank. They informed me the reason my claim was denied is because I funded my debit card. Under Federal Regulation E, as well as OneVIP’s terms & conditions, my liability for unauthorized transactions is limited to $50.00 if reported within two business days, which I had done. I tried to explain his to OneVIP and Stride Bank but they continue to hold me accountable for the unauthorized transactions that took place.
  

  Business Response

  Date: 08/03/2022

  Hello - 

  Stride Bank serves as the issuer of the OneVip ************ Card Account and, as such,is concerned with your complaint.  As the issuer, we take all matters which affect customers who utilize the OneVip ************ Card Account very seriously. Because of this, we have reached out to Urban One, the program manager of the OneVip ************ Card Account, to help review the circumstances surrounding this matter. After further review, we identified that the dispute claim is currently under investigation.
  
  You were notified by UrbanOne one on June 17, 2022,that your dispute claim had been denied. Additionally, your account had been closed in accordance with the Terms and Conditions. Please refer to section 28 related to account closures in the Terms and Conditions available at  onevip.com/policies/agreement.pdf. It was identified during the dispute claim investigation that your account had been funded prior to the transactions occurring, no error code, and the funds had not been exhausted. 

  Thank you,

  Stride Bank 

  Customer Answer

  Date: 08/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The response I received from Stride Bank does not address my liability as referenced in OneVIP's terms and conditions as well as under theFederal Electronic Fund Transfer Act,  which limits a consumers liability on unauthorized transactions to $50.00 if reported within two business days after discovery that the card was missing, which was done.

  My OneVIP debit card was funded approx. one month prior to the loss for spending on an upcoming vacation as well as miscellaneous purchases that I made.  Rejecting my claim because the card was funded prior to the loss makes absolutely no sense.

  In addition, I never reported an error with my card.  My wallet was lost, which had my OneVIP card in it, and someone made a number of unauthorized transactions.  I never authorized these transactions and do not know who made them.

  I am requesting that Stride bank adhere to their terms & conditions and *********************** Transfer Act and return the funds from the transactions that I disputed, less my $50.00 liability.

  Sincerely,
  
  *************************

  Business Response

  Date: 08/08/2022

  Hello - please contact the program manager and discuss.
  
  Thank you,
  
  Stride Bank

  Business Response

  Date: 08/22/2022

  thank you for passing forward. Yes, ************** dispute claim was denied due to multiple factors. He has opened multiple complaints through multiple channels and we have reviewed his dispute claim multiple times with the same identical finding, no error found. 

   

  We have provided ************** ample opportunity to open a rebuttal on the dispute claim and provide any new information and or documentation. After further investigation we identified dispute fraud and further escalated his account for closure. He no longer holds an active account and any Stride issued account.  He continues to contact our customer service team and UrbanOne customer service team but at this time, there is nothing we can assist with.

   

  Customer Answer

  Date: 08/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I was never contacted by Stride Bank after reaching out multiple times from their last response to BBB.  They have not requested any additional information.
  

  I have provided OneVIP and Stride Bank all the available information that I have.  They continue to ignore my liability under the *********************** Transfer Act and their terms & conditions.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/20/2022

  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 contacted DoorDash because my dasher direct card was hacked into. I couldn’t even login to my account after I got notification that someone had made a transaction under my account. I had $36 total and they used it all. This was June 26,2022 that they made a $31 transaction. And on June 24th they made a $5 transaction for a new debit card. Even when my physical card arrived, I could not activate it because of something the hacker did. DoorDash said that they seen my account was hacked and they gave me access back into my account. They said they would escalate and investigate this issue for my money back but it has almost been a month and I have heard nothing. I didn’t even receive the email they said they would send my for my case number after getting off of the phone. I worked for my money and don’t like that I was fraudulently taken from me. I definitely won’t be using the dasher direct card again if it was this easy for someone to take hold of my account and take my earnings from me. June 26th they was a balance adjustment of $31 that you guys immediately took back and I’m not happy with that at all

  Business Response

  Date: 07/21/2022

  Hello,

  Please contact the customer service for DasherDirect. When the account was created, you had been issued a two way authentication code (2FA) that belonged to you. This code was not to be shared as disclosed within multiple notifications. It was identified on your account that an account take over had happened and that the 2FA was used successfully. Please contact customer service and request a possible refund. 

  Thank you,

  Stride Bank 

• Initial Complaint

  Date:07/15/2022

  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 used my credit card for a hotel security deposit. This was done on 6/20/22. The hotel released the funds the next day but the card company, DasherDirect refuses to release the funds back to me. It is still listed as a pending charge on my account. I have called there several times and even sent them the release form from the hotel and they still refuse to release my funds back to me.

  Business Response

  Date: 07/19/2022

  Hello,
  
  Stride Bank serves as the issuer of the DasherDirect Business Prepaid VisaCard and,as such, is concerned with your complaint.  As the issuer, we take seriously all matters affecting customers who utilize the DasherDirect Business Prepaid VisaCard. Because of this, we have reached out to Payfare, the program manager of the DasherDirect Business Prepaid Visa Card, to help review the circumstances surrounding this matter. Payfares investigations show the following:
  
  The pending transaction had an expiration date of July 21, 2022. Payfare has canceled the hold, which should be reflected in your account. This case is considered resolved and is now closed.
  
  Stride Bank, N.A. prides itself in providing excellent customer service while attempting to help serve the needs of our customers. As such, the Bank takes complaints and allegations seriously, such as those you submitted. 

  Thank you,

  Customer Answer

  Date: 07/20/2022

   
  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

  Date:07/13/2022

  Type:Sales and Advertising 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.

  At the end of April I received a notification that 882.89$ was withdrawn from my account while I was at work. I was given the credit back from my bank a few days later and then fast forwarding to almost a month later they took the credit back from me Ive sent numerous proof showing I had nothing to do with the transaction as I looked further into the situation I was able to provide an invoice of the transaction showing the location of the transaction in Orlando Florida that didnt work and I then filed a police report and I just recently received an email denying that evidence as well and I no lonelier know what to do I am very upset about this

  Business Response

  Date: 08/02/2022

  Stride Bank established your Chime Checking Account and serves as the issuer of the Chime 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 Chime to better understand the full scope of this matter. Chimes investigations show the following:
  
  On April 24, 2022, you contacted Chime support to open a dispute claim (******* ) for an unauthorized transaction, totaling $882.89. On April 25, 2022, Chime issued provisional credit and filed a chargeback. On May 17, 2022, Chime concluded the investigation and determined that no error occurred. You were notified via email, and Chime also advised that the provisional credit would be reversed on May 22, 2022.On May 22, 2022, the provisional credit was debited from your account. On May 24, 2022, you requested the claim be re-opened, and on May 25, 2022,Chime notified you that claim remained denied. As a result, you requested the claim be re-opened again, and Chime filed another rebuttal. You also requested the documents Chime relied on in the investigation, which were forwarded to you via email on May 26, 2022.On May 27, *****, Chime notified you that the claim remained denied. As a result, you requested the claim be re-opened, and we filed another rebuttal. On May 30, 2022, Chime notified you via email that the claim remained denied.On July 8, 2022, you requested the claim be re-opened, and Chime filed another rebuttal. On July 12, 2022, Chime notified you via email that the claim remained denied.

  
  Chime and Stride Bank place great importance on providing an excellent customer experience. We apologize for any inconvenience that this situation may have caused. Please get in touch with Chime Member Services at 844-244-6363 if you feel this situation has not been resolved or if you have additional questions or concerns.

• Initial Complaint

  Date:07/12/2022

  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 acct was hacked for $900 in 26 mins. Chime does not want to reimburse me. There is no way I can leave the south suburbs, go downtown and withdraw $900 at two different locations without a red flag. I am only allowed to withdraw $400 a day from my card, but on July 5 $900 was taken off my card.

  Business Response

  Date: 07/21/2022

  Hello,
  
  Stride Bank established your Chime Checking Account and serves as the issuer of the Chime Visa 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 Chime to better understand the full scope of this matter. Chime’s investigations show the following:
  
  On July 8, you contacted Chime Support to open a dispute claim for nine unauthorized ATM withdrawals totaling $900.00. That same day the claim was denied. 
   
  On July 11, 2022, you requested the documentation Chime relied in their investigation; those were provided to you via email on July 12, 2022.
   
  On July 12, 2022, you asked that Chime reopen the claim. 
   
  On July 19, 2022, the claim was overturned in your favor with an error found, your account was credited, and Chime notified you via email of the results. 
  
  Chime and Stride Bank place great importance on providing an excellent customer experience. Please get in touch with Chime Member Services at 844-244-6363 if you have any further questions or concerns.
  
  Thank you, 

• Initial Complaint

  Date:07/11/2022

  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.

  My name is ************************* and I have talked with one of your dispute departments and was transferred to another person in another department at Chime and talked to them about my dispute and the person at chime support said they believe me and told me they were telling me I need get a Screen Shot emailed to me with the dates and times between June 27 and June 30 with the transactions and another thing is my card was used at Taco **** in ********* ******** which I used for my dinner which was for $10.36 which chime person I talked to on 7-8-22 said theres no way I could use my card in ******** at 9:50pm at Taco **** on 6-28-22 and then be in *********** ******** at 12:43am on 6-29-22 for $****** just after mind midnight and be at a spa and Solon in ******** and which Ive never been to ******** and dont know anyone from that part of *****************. Ive disputed my claim 5 times with Chime and keep being towed I need additional information and I have explain to them I do not have any additional information. Because I did not authorize the transaction and my card was hacked and have asked them to give me the place where my card was used at the merchant and they still will not give me the information and said I need to submit a rebottle with new information and Ive explained to them I do not have any new information Ive asked them to give me the information that I need to talk to the merchant and find out where this happened at and I still cannot get no Help Im a disable person and my check for disability was put in on June 28 2022 when my money got take and feel like its maybe a inside job or a scammer not sure but Ive submitted in writing showing that I did not authorize the transaction and like I said they keep saying they need additional information in the emails when they sent me back the dispute saying it was denied but this is the clam number they give me Dispute claim #******* if this helps. Unauthorized charge named Brandon ************** for ******

  Business Response

  Date: 07/20/2022

  Stride Bank established your Chime Checking Account and serves as the issuer of the Chime Visa 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 Chime to better understand the full scope of this matter. Chimes investigations show the following:
  
  On July 1, 2022, you contacted Chime Support to open a dispute claim [*******] for three unauthorized transactions totaling $  388.88. That same day, Chime concluded the investigation and determined that no error occurred. Chime notified you via email of the results. You then filed a rebuttal, and the claim was re-opened.
  
  On July 3, 2022, Chime notified you that the investigation of the rebuttal was completed and determined no error occurred. As a result, on July 5, 2022, you requested the claim be re-opened for the second time, to which Chime then notified you that the claim remained denied.
  
  On July 8, 2022, you requested the documentation Chime relied on in their investigation; those were provided via email on July 13, 2022.
  
  On July 19, 2022, Chime escalated this dispute for further investigation. We understand that Chime will notify you via email once the investigation has been completed.
  
  Chime and Stride Bank place great importance on providing an excellent customer experience. Please get in touch with Chime Member Services at 844-244-6363 if you have any further questions or concerns.
  
  Thank you, 

  Customer Answer

  Date: 07/21/2022

   
  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. Chime has put the money that was taken from my account since I contacted The Better Business Bureau and the ******** attorney general office. Just wanted to say thank you guys for helping in the investigation. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/05/2022

  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 receive my door dash payments on my Dasher Direct card by PayFare. I disputed a Walmart.com charge a MONTH ago (June 4th, 2022). By federal law, a credit must immediately be issued to the cardholder if the investigation takes longer than 10 business days. Im supposed to have a credit on that 10th business day if an investigation conclusion is still pending at that time. I also disputed an E-transfer made from my account to an unknown external account that does not belong to me. Someone apparently got into my DasherDirect account and stole/transferred all of my money out of my account! I called before the transfer was complete so because of that, the payment was able to be cancelled and refunded. That was because I didnt have to talk to PayFare though. I have to speak with PayFare about the fraudulent card charge but its impossible to get in touch with payfare. The same person (assuming its the same person) also charged $87.06 to my card at Walmart.com! You guys have not even responded to my email regarding that! I got the email from DasherDirect right after my dispute asking for info about the dispute which I immediately responded to and was told Id get a response in ***** HOURS. Well here we are a MONTH later and you guys dont answer the phone or email back!! I have called DAILY for the past 30 DAYS and have been on hold for 30 mins - an hour EVERY single time and then the call disconnects. Why are you guys so negligent? My money is insured and this is ridiculous! I have just submitted a grievance to the ************************************ as well as my attorney general and obviously the BBB.I will be writing my last complaint today to the *** if I dont get a helpful response today. I will not continue to stand by waiting for a call. I will get my money back one way or Ill get my money back + some for the hassle another way and it would not be the 1st time. You need to Issue my refund just as quickly as it was stolen from me. Like, not now but right now.

  Business Response

  Date: 07/06/2022

  
  Hello,
  
  Stride Bank serves as the issuer of the DasherDirect Business ************ Card and,as such, is concerned with your complaint.  As the issuer, we take all matters which affect customers who utilize the DasherDirect Business ************ Card very seriously. Because of this, we have reached out to Payfare, the program manager of the DasherDirect Business ************ Card, to help review the circumstances surrounding this matter.
  
  Payfares investigations show that there were no steps to file a formal dispute. Payfare then escalated this issue with DoorDash and Payfare was informed that the first contact by you was made on June 17, 2022, for the automatic transfer that was cancelled. Subsequently, you alerted DoorDash of the unauthorized transaction from June 4, 2022, from source (Walmart.com), on June 21, 2022, which passes the 10-day deadline for disputes to be investigated. Therefore, no coverage will be provided. This case is now closed.
  
  Stride Bank, N.A. prides itself in providing excellent customer service while attempting to help serve the needs of our customers. As such, the Bank takes complaints and allegations, such as those that you have submitted,seriously. 

• Initial Complaint

  Date:06/27/2022

  Type:Order 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 AM NOT LIABLE FOR THIS DEBT WITH VERGE CREDIT/STRIDE BANK AND DO NOT HAVE A CONTRACT WITH VERGE CREDIT/STRIDE BANK. THEY DID NOT PROVIDE ME WITH THE ORIGINAL APPLICATION LIKE I ASKED.

  Business Response

  Date: 07/11/2022

  As brief background, you applied for and obtained an Installment Loan from Verge Credit on December 26, 2020 in the principal amount of $1,000.00. The loan was contracted to be repaid in 18 payments of $144.66 beginning on January 15, 2021 with the final payment of $144.77 due on June 3, 2022. When payment was not received on the loan account, the loan went into past due status and collection activities commenced as allowed by law. Verge Credit attempted to contact you about the past due balance in an effort to assist with repayment but was unsuccessful.
  
  Subsequently, the delinquent loan account was assigned to Verge Credits third-party debt collection agency, *******************************. (Ad Astra), on May 19, 2021. Within two days of receiving the account, Ad Astra sent a validation letter to ****************.  When **************** did not dispute the validity of the debt within 30 days of receiving the letter, the debt was assumed to be valid. After Ad Astra was unsuccessful in its attempt to contact or set up payment arrangements with you, they began reporting the collection status of the delinquent loan account to credit reporting agencies (CRAs) as allowed by contract.
  
  After a thorough investigation, Verge Credit believes Ad Astra faithfully complied with its obligations under the ***** FDCPA and applicable state laws and there is no basis in which to conclude that the information reported to the CRAs is inaccurate or the result of fraud. Ad Astra will mail a copy of the original validation letter, a copy of the loan history and signed loan documents per your request.
  
  We urge you to contact Ad Astra at ************** should she have any further questions or concerns, or to make payment arrangements to pay the outstanding balance. 
  Thank you,
  Stride Bank 

  Customer Answer

  Date: 07/13/2022

   
  Complaint: ********
  
  I am rejecting this response because: ************ was not authorized to report anything to my credit report. I am once again requesting it be deleted under 15 u.s.c. **** immediately.

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/14/2022

  Hello,

  We provided you the contact info. Please reach out to Ad Astra and discuss re-payment methods. 

  Thank you,

  Stride Bank

  Customer Answer

  Date: 07/14/2022

   
  Complaint: ********
  
  I am rejecting this response because: I did not authorized either company to report my information on my credit file. I am once again requesting that the information be deleted.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/27/2022

  Type:Customer Service 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.

  This bank needs to be sued for the way they handle business. Thats the only way theyll learn

  Business Response

  Date: 06/27/2022

  Hi ******,

  Please provide us the matter so we can help handle any matters that you have. Provide the Payment Partner information.

  Thank you,

  Stride Bank 

  Customer Answer

  Date: 06/28/2022

   
  Complaint: 17486802
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/18/2022

  Type:Service or Repair 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 Thursday 6/9/22 I called cashapp support to access tax documents I need. It was a voice automated response that said they had a high call volume and someone would call me back. I got a call back and they claimed to be cashapp. It was not. They asked me to cashapp my husband and have him send it back to verify my account. I complied. When the money didnt go back into my account, they got my personal info and logged into my account to help me, converted funds to bitcoin and sent it to themselves (*****************************) without my knowledge or authorization. They took a total of $1490.00. When I got through to the real cash app support, they said they cannot reverse a bitcoin transaction and that I would need to dispute it with the bank. I disputed with the bank providing screenshots and proof of everything and they refuse to give me my money back. They closed the case in less than 24 hours. I filed a rebuttal, and again they closed the case immediately and said I could not have my money back because they found nothing wrong. I have provided proof of the unauthorized transactions and the phone number of the scammers that were impersonating cashapp support. Thank you!

  Business Response

  Date: 06/19/2022

  Hello,

  At this time, you will need to work directly with the merchants (s) and resolve. The transactions had been authorized by you and will need to be resolved by yourself at this time. 

  Thank you,

  Stride Bank