Chime

Ms [redacted] reached out to Chime support on June 9thShe has having trouble depositing a $check via our Mobile Check Deposit featureMs [redacted] had successfully deposited a $a few days before on June 4th Per our Mobile Check Deposit terms, we reserve the right “to decline to accept any check at our sole discretion.” We enacted this right for the second check that Ms [redacted] attempted to depositHowever, we didn’t prevent her from actually cashing the check Ingo Money is a free option if she chooses to wait the time frameFurthermore, cashing it at the bank of origin is also freeIf she cashed the check at the bank of origin, she was in no way obligated to load it to her Chime accountThere is a [redacted] bank location within miles of her house: [redacted] Please see our complete Mobile Check Deposit terms listed here: [redacted] Since the time of this complaint, Ms [redacted] has continued to use her Chime account which is in good standingShe can attempt to deposit further checks via Mobile Check Deposit should she so desire

Revdex.com Complaint [redacted] : [redacted] Ms [redacted] first funded her account on February 20th, via two tax returns, one for $and the other for $7, On April 19th, Ms [redacted] reached out to us via in-app support declaring that transactions totaling $6,were unauthorizedShe claimed to have been in the hospital from February 21st to April 16th due to brain cancerA dispute was filed on April 21st and the written dispute form was received Ms [redacted] s dispute was finalized on April 28thThe last transaction she stated to have done on her account occurred after one of the disputed transactionsVerification with Visa matched the information that we have on file for Ms [redacted] The transactions in question did not fit fraud spending pattern, and there were multiple transfers from her Savings Account to her Spending AccountNo error was found and no credit was issuedMs [redacted] was sent a letter explaining the claim decision on the 28th On May 2nd, Ms [redacted] called in inquiring about her dispute statusShe was informed that the claim had been deniedA Risk Specialist explained the rebuttal process, stating that if no evidence or documentation was provided, the claim would most likely stay the sameMs [redacted] understood and the line was released We received a letter from Ms [redacted] on May 1tth requesting the dispute to be reopenedThe claim was re-opened and finalized by May 16thIn her rebuttal, Ms [redacted] included a 'doctor's note' stating that she was in the hospital from February 21st to April 16th The 'doctor's note' was written on a word document and was not signed, nor was it dated or on a hospital letterheadWe attempted to call the doctor's office, but there was no voicemail and the line was never answeredThe claim was denied again Ms [redacted] s Chime account was subsequently closed on May 16th for dispute fraud

We understand Ms [redacted] ’s frustration regarding the stated time of her account closureBelow is a brief overview of what happened: On August 18th, 2017, we reviewed Ms [redacted] ’s account, chose to close it, and notified her via emailThe scheduled closure date was August 31st, Our account management system closed Ms [redacted] ’s account at midnight Greenwich Mean Time, instead of midnight in Ms [redacted] ’s local time zoneAgain, we understand Ms [redacted] ’s frustration hereWe corrected the time zone issue in our system to ensure this mistake will not happen again As stated in our Deposit Account Agreement, we may cancel or suspend accounts at any time: “Amendment and Cancellation We may amend or change the terms and conditions of this Agreement at any time by posting the amended Agreement on [redacted] , and any such amendment shall be effective upon such posting to that WebsiteThe current Agreement is available at [redacted] You will be notified of any change in the manner provided by applicable law prior to the effective date of the changeHowever, if the change is made for security purposes, we can implement such change without prior noticeWe may cancel or suspend your Spending Account or this Agreement at any timeYou may cancel this Agreement by calling [redacted] close your Chime AccountYour termination of this Agreement will not affect any of our rights or your obligations arising under this Agreement prior to termination If your Spending Account is cancelled, closed or terminated for any reason, you may request the unused balance be returned to you via check sent to the mailing address we have in our recordsFor security purposes, you may be required to supply identification and address verification documentation prior to issuing a refund checkAllow fourteen (14) days for processing and mailing of the refund checkIn the event the program is cancelled, closed, or terminated, we will send you prior notice, in accordance with applicable lawSpecific information and instructions, including how to receive any remaining Spending Account balance, will be in the noticeWe reserve the right to refuse to return any unused balance amount less than $1.00.”

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] find that this resolution is satisfactory to meSincerely, [redacted]

Mr [redacted] reached out to file a dispute on 3/06/He was immediately informed of dispute protocol and was advised that his card had been compromisedOne of our call center agents offered to issue a new card to avoid further unauthorized transactions posting to accountMr [redacted] denied this requestTwo days later on 3/06, Mr [redacted] called to report an unauthorized ATM transaction that had settled on his accountHe stated that he had his card on him, that his PIN was memorized, and that his kids had access to his cardThe written claim form was received on 3/and a new card was issuedOn 3/13, Mr [redacted] called asking about the dispute process and card delivery estimateHe was updated on the progress of the card and that all the necessary paperwork for the claim had been receivedAt this point, the initial investigation was still ongoingWe had no update at that timeMr [redacted] understood and the call was endedThe outcome of the dispute was finalized on 3/No error was foundThe cad was used immediately after the disputed transaction occurred for card present transactionThis is within Mr [redacted] ’s spending patterns and does not fit a fraud patternMr [redacted] was mailed a letter explaining the outcome of the claimOn 3/26, Mr [redacted] angrily called in about the outcome of his claimHe was transferred to a risk supervisor, who informed him of the rebuttal process and what to provide if he did not agree with the outcome of the investigationWe received a rebuttal from Mr [redacted] on 3/If no additional information is included in the rebuttal, the claim will have the same outcomeNo new information was received, and the rebuttal was denied on 3/at which point a letter was sent to Mr [redacted] and the case was closedOn 4/17, Mr [redacted] called in demanding that we refund himHe requested to talk to a managerAfter being transferred to a risk supervisor, he was informed that in order for the outcome of the claim to change, new evidence needs to be submittedMr [redacted] then released the line and the dispute remains closed

Complaint [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: the company has horrible customer service no one gave me the same answer it was a different run around every time I called& the provisional credit took days longer than the Allotted time I was givenI've provided them with a police report detective phone number and images of the person using my cardSo the investigation should be complete already Sincerely, [redacted]

On October 29th 2017, a claim was filed for the member, Ms [redacted] , who reported $worth of unauthorized ATM charges dating from October 18th to October 25th Chime issued a new card to the user and scheduled provisional credit to be issued by November 7th The resolution time frame was scheduled for up to daysThis is a Regulation E case The member claimed there were a total of unauthorized ATM transactions happening from WLAKE MEAD BLVD LAS VEGAS NV US and WLAKE MEAD LAS VEGAS NV US Chime does not have chargeback rights due to the fact that the claim is pin based and, therefore, did not file a chargebackIt was also noted that The PIN number of the card itself has not changed and that the member reported that the card was in possession when the transactions occurred On November 7th 2017, the member called in and claimed that she had never used the ATM at that particular addressHowever, the investigation found that there were multiple ATM transactions found with the same address ATM WLAKE MEAD LAS VEGAS NV US dating back to September 12th The same ATM transactions from the same address were even found on the new card issued to the member on October 29th Also, the member’s listed address on file is on the same street as the ATM locations the unauthorized charges were found at Chime denied the claim based on the facts found in the investigation and, therefore, did not issue provisional creditOn November 7th 2017, the final letter was sent to the user and the case was resolved

Complaint: [redacted] I am rejecting this response because: although I do appreciate the matter being resolved I still have concernsFirstly, when I initially called in I spoke with a rep who then transferred me to a supervisor who gave me the same information that the rep gave meNo one was willing to helpSecondly, the matter was resolved by them closing my account and blocking me from having access to my funds without my permissionA supervisor had made three calls to me but I was at work, before I could call back she had already closed my card down to start the processs of dispute and told me she went ahead and closed the card so she could expedite the process but I wasnt given the chance to remove my funds firstI went almost a week without funds because of this matter and the fact that it was internal fraud does not leave me confident that this cannot/will not happen again as we have no security that protects us as customersI was handled poorly and held accountable for something that had nothing to do me.Sincerely, [redacted]

RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I wouldnhave loked chime to assit me with late fees and other fees incurred for checks not posting, hiwever I have chosen another bank to perform billpay services and will only use chime in thenfuture for small debit transactions and early DD. I will rate and post feedback about this diservice as needed. Sincerely, [redacted]

On April,6th Bill payment checks in the amount of $for [redacted] and $for [redacted] were created and the funds were deducted from Members Spending AccountOn April 26th, Bill payment checks in the amount of $for [redacted] and $for [redacted] were canceled due to receiving the check back in the mail and the funds were added back into Member Spending AccountThe member called in due to a notification she received about two bill payment check had bounced one bill payment was in the amount of $for [redacted] and the other was in the amount of $for [redacted] , the call was escalated to headquartersOn May 7th, an email was sent to the member to inform her of why the bill payment had been canceled If the member has any additional questions they can contact us at [redacted] Best, Chime Member Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

On October 27th, 2016, *** *** Chime account was suspended after she attempted to transfer money from a linked debit card that did not match her Chime account informationWhen a member attempts to transfer funds from a linked debit card that does not match the information we have on file
for their Chime account, the account is blocked In order to unblock the account, we request a copy of their government issued ID and proof of ownership of the external debit card they are attempting to useWe take account security very seriously which is why Chime has to take precautions to protect our members’ finances
Ms*** was notified on September 28th that her Chime account was suspended and that we needed the requested documents in order for us to unblock the accountOn October 7th, we received a fax from Ms*** but the fax was too dark and we were unable to read itWe informed her that she will need to send the requested documents via email to [email protected] spoke with a phone specialist and let them know that she is unable to send the requested documents via email because she cannot connect to the internet
This issue was escalated to our risk department who then unblocked the account and removed the external debit card from Ms***’s Chime accountMs***’s account is currently active and in good standing
Our process of suspending accounts after attempting to transfer funds from a debit card that does not belong to the account holder is standard procedure and put in place to protect against fraudOnce the member can provide a government issued ID and proof of ownership of their external card, we can unblock the accountUnfortunately, we were unable to read the fax that was sent by Ms*** and since she did not have internet access, it caused a longer than wait time to have the account unsuspendedSince we are a mobile base banking company, we strongly urge our customers to have internet access so that they can access their accountsWe understand that this was very inconvenient for Ms*** and should have been more accommodating for members who are unable to access the internetIn the end, we were able to un-suspend Ms***’s Chime account and it is currently active

Ms*** *** reached out July 25th to inform us that there were unauthorized charges on her accountShe stated that her phone had been stolen a month prior from a restaurant bathroomHer card was cancelled, a dispute was filed, and she was informed of the investigation timeframe
Between
August 2nd and August 11th, Ms*** called in multiple times per day requesting a status update to her disputeOnce we had an update from our dispute team, we informed Ms*** that the investigation was still ongoing and that if she qualified for provisional credits, they would post on August 11thThroughout this timeframe, Ms*** was very abusive towards our Phone Specialists, using profanity and racial slursOur Phone Specialists were forced to release the line on multiple occasions
On August 11th, provisional credits were posted to Ms***s accountMs*** was informed over the phoneA final dispute decision will be made on September 7th

I expect some sort of compensation for my inconvenience when I had used that same card several times.Complaint: ***I am rejecting this response because:Sincerely,*** ***

Complaint: ***
I am rejecting this response because: While I know I used the ATM that day however I did not use the ATM out Baltimore MD and if a full and accurate investigation as done they would have saw this by pulling video cameraAlso on that same day there were numerous attempts to withdraw money from my account ($& $243) which I had enough to cover thank god it was declineThe next day 4/22/is when $was attempted to be withdrawn and that's what prompted me to check my account, as I'm checking my account I noticed that another transaction was done for $and this time it was successfulI immediately shut down my card and called ChimeIf you look at my transactions and location you will never see that I've been in the city of BaltimoreAlso the following day 4/23/AFTER my card was shut down my card was attempted to be used again TWICE but they declined the transactionI contacted Chime again and they assured me that my card was shut down and that no money could be withdrawnI have since contacted the Bank (***) who operates the ATM because I was not the only person who ATM card and Pin was copied by a SKIMMER something that people are using now to commit fraudI'm appalled that Chime did not do a better job at investigating this because if they did their job they would see that I did not use my card to withdraw money and I did not authorize anyone to use my card eitherWhen I went online to check my account it said that the ATM was done onlineWhat ATM can you use online? This is has not be resolved and I was robbed of my money and I'm not happy of the outcomeAlso I never disconnect with anyone to call back to speak with a managerI asked to speak to a manager every time I called because I was upset someone went into my account and withdraw all of my money from my accountI will continue to file disputes until this is resolvedI didn't take my money out and it's not fair that I was a victim of fraud and the person gets away with it. I guess I need to file a police report because this isn’t right and it’s not fair.
Sincerely,
*** ***

We investigated Ms* *** dispute claim and denied it based on the following information:
Ms*** claimed she did not have a Lyft account, but her transaction history showed multiple undisputed Lyft transactions in July
We received re-presentment from Lyft on September 17th,
The included the transaction information matched the the member’s account information, including the device ID used during the transactionsThe CVV matched as well
Ms*** filed a rebuttal on September 25th, 2017, but failed to include any information not used during the original investigationAs such, the rebuttal was denied

At this time, unless Mr*** can provide additional information, the claim will remain denied based on the reasons we have already submitted to Mr*** and the Revdex.com

Complaint: ***I am rejecting this response because:Everything stated by this company in their reaponse is a lieEven before this filed complaint I sent in several surveys explains my frustration and honestly think it's sad that it would take 30days to mail me a check when this could have been taken care of by transferring the money to the linked external accountPeople should be made aware of their policy's and horrid practices as a company
it has been business days and after speaking to a rep this morning a check was just authorized to be printed so with that being said by the time I do receive MY MONEY it will be well past their alledged day rule.Sincerely,*** ***

Mr*** *** first reached out to us on February 23rd regarding a $pending charge from SprintHe informed us that the transaction had been cancelled and (understandably) demanded his funds to be returned back to his account In this situation, we need to receive verbal or written
authorization from the merchant (in the form of a receipt/email showing the voided transaction, or a conference call) to cancel the charge and release the funds back into the accountOtherwise, if the merchant does not settle the charge on their side, these charges fall off on their own after calendar daysOur phone specialist offered to conduct a merchant conference call together with *** *** but he was not interested in doing soThis pending $charge was expired the next day (February 24th), a day after *** *** filed his complaint, and the funds were returned to his Chime Spending Account balance in fullWe apologize for any inconvenience *** *** experienced and look forward to a fruitful banking relationship with him in the future