Chime

Ms*** * *** reached out with her son on the line who also is a Chime memberThere was some confusion around what the issue was, the son (*** ***) stated that the mother (*** * ***) had incorrectly entered the
amount she wished to transfer someone (entered $instead of $30) the agent on the line instructed the member to resolve the issue with the merchant, as we were unable to refund the amountThe agent should have transferred this call directly to risk to file the chargeback, the agent has been coached and this will not be an issue going forwardA risk agent has since reached out and the chargeback has been filedThe investigation is still on going, but there will be an update within business days (per regulation E, chargebacks filed within days of opening/funding the account have an initial investigation of business days)We appreciate Ms*** and Mr***'s ongoing patience while we investigate this claim

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me due to the fact that they reversed the pending holds within hours of receiving my complaint personally (Prior to be contacted by the Revdex.com)
Sincerely,
MS* *** ***

Ms*** *** first reached out about a transaction that she did not authorize on May 24thShe was explained the timeframe and the processHer card was immediately cancelled and a dispute claim was filed
On May 25th, Ms* *** reached back out stating that she did not agree with
having to cancel her card for an unauthorized disputeVisa regulations state that if a dispute is filed for an unauthorized charge, the card must be cancelledPer Visa’s regulations, she was informed that if the card was reactivated, she could be held liable for transactions that were not made by herMs*** did not care and insisted that we cancel he dispute and re-activate the cardAccordingly, the Risk agent cancelled the dispute and re-activated the card per Ms*** request
On June 12th, Ms* *** called in to check on the status of her disputeShe was informed that it had been cancelled per her request
Ms* *** called back on June 13th to cancel her Chime account
She has subsequently received two refunds for $and a bank transfer for $Her remaining balance of $will be returned to her via check sent to the mailing address we have on our recordsWe ask that our members allow fourteen (14) business days for processing refund check, and another business days for it to arriveAccordingly, on June 15th, one of our Phone Specialists informed Ms* *** that she will receive her check in the mail after a maximum time period of business days

Mr*** *** attempted to update his account email address in our system on August 8thThe email that he was trying to update to was linked to an account that had been previously closed for fraudOur system automatically suspends the account in question in these instancesPer our
procedures, we requested that Mr*** provide a copy of their government issued ID, proof of address, as well as the email address they were attempting to update their account toThe time frame for investigation into these types of suspension is 1-business daysMr*** was informed of this via phone
On August 9th, the account was re-enabled and the Mr*** had access to his funds once documentation was received and verified

Ms*** *** first reached out to file a dispute for multiple transactions on June 29thA Risk Specialist informed Ms*** that we are unable to dispute the transactions until they settledMs*** understood and stated that she would call back once the transaction settled
Ms***
reached back out via phone on July 2nd to inform us that the transactions had settledShe stated that she did not know where she had lost her wallet and that she had been receiving notifications about transactionsThe dispute was filed and the processed was explained to Ms***, who understood and released the line
On June 5th, it was found that no error occurredMs*** had a prior history with all but one merchant dispute (including the exact locations)The type of transactions being disputed fit the spending habitsThe only declines were limit declinesThere were no declines/attempts to use the card after the last disputed transaction and no balance inquiriesSomeone who was using the card would have to know that a payment was received without having to do a balance inquiryThe letter was mailed to Ms*** informing her that no error was found
That same day, Ms*** called in asking for an update on her disputeShe was informed it was denied and became very upsetA Risk Specialist and informed Ms*** of the rebuttal process and the line was released
Rebuttal information was received later that day on the 5thNo new information was provided to alter the outcome of the claim, and the final decision remained the sameNo where in our User Account Agreement does it state that if a card is compromised that we will reimburse the fundsWe do follow Regulation E and investigate within those rules

Complaint: ***
I am rejecting this response because: I thought all of my infosent alreadyMy Sprint service has timed out and I guess it lost what I was uploading to you That is a screenshot of July 3rd that my granddaughter found on my phone She said she wanted to screen shot for a record . My browser on phone evidently did not send my 1st response Kept waiting and then came back to this page It's taken minsservice so bad Thank you .
Sincerely,
*** ***

Ms*** *** first reached out to Chime Member Services on February 3rd, regarding a $Comcast charge that had just posted on her accountThis charge settled on February 4th, and our phone specialist informed Ms*** that she would need to get in contact with the merchant to
make sure a refund was processedOn February 9th, Ms*** contacted us again letting us know that the transaction was cancelled and that Comcast had processed the refundOur phone specialist informed Ms*** that if the refund had indeed been processed on Comcast’s end, then she should see it in her account by February 13thMs*** called in a third time on February 11th about this expected refund and was advised to file a disputeThe dispute claim was filed on February 11thOn February 20th, a representative from our payment processor (who manages the dispute process) left a note on Ms*** account saying that this case is a non Regulation E dispute and that a chargeback had been processedUnfortunately, timeframes for provisional credits do not apply for non Regulation E disputesComcast has until April 7th to provide evidence saying that Ms*** was rightfully chargedWe are currently waiting on their response and do not have any additional information at this timeIf Comcast is unable to provide this proof, then they will be charged the $and Ms*** will receive her refund creditMs*** will receive a letter in the mail once our dispute team has an updateWe thank her for her patience while we continue her investigation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI understand that you are still in the process of the steps within the guidelines you are bound by I appreciate your continued good will and that whatever outcome results , I do plan to write my state legislature and U.SSenator to see about these money transfer services to offer some sort of fail safe for the others who surely have experienced thisAgain, I want to re-iterate that the Chime Agents were vehement from the 1st call that nothing could be done , and no supervisor or escalation would result Perhaps, If it had been handled earlier, Is have felt better Thank You .
Sincerely,
*** ***

Ms*** *** sent in the requested docs on 3/2/Her Chime account has been reenabledWe sincerely apologize for the inconvenience caused here and look forward to a fruitful banking relationship with Ms*** in the future

On December 24th 2017, a dispute claim was filed for the member, *** ***, for an unauthorized transaction from the merchant *** *** CT US for $that occurred that same dayThe member stated that the member was in possession of the debit card at the time and that the pin was
memorizedThe affidavit was submitted the same day and the resolution time frame was scheduled for up to daysThis is a Regulation E case.The investigation revealed that the balance was completely maxed out at $after the disputed transaction occurred with no record or balance inquiry, indicating that the balance was known at the time of the transactionThere were no insufficient funds declines after the disputed transaction as wellAlso, the member's transaction pattern shows a history of this behavior even before the disputed transaction occurredFinally, the disputed transaction and the valid transactions happening around the same time happened nearby where the member is locatedAs a result, no error was found and the dispute claim was deniedThe final letter was sent to the member on January 9th and the case was closed. The member was educated about the rebuttal process and the documentation was received from the member on January 9th The rebuttal case is currently ongoing

We understand Ms*** frustration, but she did agree to the terms and conditions of the feature, which allow us to decide whether to accept checks submitted for deposit at our sole discretion We sincerely apologize for the inconvenience Ms*** has experience thus far and are sorry *** charged a fee to cash a check drawn from one of their own accountsAs previously stated to Ms***r, we would have cashed the check for $for no charge on 6/Again, we apologize for Ms*** poor experience with customer support and are working to improve our Mobile Check Deposit feature to prevent something like this from happening again

** ***,
We are sorry you rejected our responsePlease provide more information as to why so we can resolve this issue for you
Best,
Chime

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

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

Ms*** *** first reached out an April 20thShe sent an old written claim form from a previous dispute to our investigation teamWe were not aware of the dispute being filed until she informed us on April 24th
On the 24th, Ms*** reached out via email informing us that she
never received the blinds that she had ordered from Walmart and wished to file a disputeA Risk Agent responded to Ms*** via email requesting additional information to file the dispute
This additional information was received the following dayMs*** responded to the email and the verbal claim was filed and sent to the dispute teamSince the written form had already been sent in on 4/20, the investigation began once the verbal claim was received
On May 1st, a chargeback was sent to the merchant for merchandise not receivedPer regulation E, the merchant had until June 16th to respond to the chargebackCredits were pending 6/
On June 18th, Ms*** won the chargeback and the credit was postedThe dispute claim was closed, and a letter was sent to Ms*** informing her of the dispute outcome

Hi, Please see the attached file regarding Ms. *** ***'s Revdex.com complaintThank you

Complaint: ***
I am rejecting this response
Sincerely,
*** ***r

Complaint: ***I am rejecting this response because:
First and fore most the doctors statement that was sent in was electronically signed and was dated. My doctors nurse emailed me the letter so that I could get it sent to Chime quickly. The last transaction that I did with my Chime account was a ebay transaction and it posted to my Chime account after some of the transactions that I am disputing, yes, however the date the transaction was made was before I was hospitalized. I can no longer access my Chime account to compare the transactions from the date that it posted and the date that the transaction was made. Also I made my doctors office aware on why I needed the letter, however as the nurse stated its a HIPPA violation for them to discuss my medical condition with anyone other than myself. I am more than willing to settle this matter for half of what I am seeking in unauthorized transactions. I am willing to go as low as a third of what I am seeking. Also in regards to transactions made from savings account to main account my phone, wallet and other items were stolen while I was in the hospital and my login information was wrote down in my wallet as well as on my phone in the notes portion. I had to have everything written down so I didn't forget because of the brain tumor and what it was doing to my memory and sight. I just want this matter settled. This has gone on long enough. Their(Chime) website states that they offer zero liability for unauthorized transactions on my account, however they (Chime) are not living up to what they say on their website!Sincerely,*** ***

On July 31st, Hertz Rent A Car preauthorized a transaction on Ms*** Chime account for $-Any business that accepts tips, such as salons and restaurants, or provides a service where additional charges often occur (like hotels and car rental locations) has the right to preauthorize up
to 20% more than the billed amount. This allows for any tips, cleaning fees, fuel charges, etcthat may be addedSo while you may see a higher pending transaction amount on your Spending Account, the merchant will settle the transaction for the final sale amount agreed upon
On August 7th, Hertz Rent A Car authorized a type R reversal for credit of $A type R authorization is a transaction the merchant sends to credit funds back to an account when they have sent us an authorizationThis is what will allow a merchant to “void” out an authorization they have reserved on a cardEventually both of these authorizations would expire and the missing $-would return to the account
On August 8th, Hertz then authorized a forced transaction for $-which immediately settled on Ms*** Chime account causing her account to go negativeMs*** then contacted Chime in regards to her negative balance and the issue was escalated to the Support TeamOur Support Team then contacted our payment processor to request that they release the preauthorized charges for $-and $
Our issuing bank, The Bancorp, is set up to hold pending transactions from Rental Car companies for up to daysOur payment processor is unable to release these holds unless they receive authorization from the merchantOur Phone Specialist were able to receive confirmation from Hertz on August 13th saying that they were only collecting the forced transaction for $-and will not be setting the other charges of $-and $Upon receiving this authorization, we then requested our payment processor to release the fundsOn August 17th, the charges for $-and $were released and the missing $was returned to Ms*** Chime account
We recently added a feature which allows us to expire authorizations in our Customer Services Tool without having to request it through our payment processorPrior to this change we had to enter a ticket to get a data fix on it which would cause a delay in the processNow that we have the ability to expire authorizations, our members will not have to wait as long to have preauthorized holds returned to their accounts

This email had nothing to do with a provisional creditIt's now they closed my account a day before they were supposed to due to the fact that now my funds are just up in the air I sent proof of the day they sent am email saying my account would be closed the following day hours later my account was closed fullyComplaint: ***I am rejecting this response because:Sincerely,*** ***