Chime

Please see the attached letter documenting our response to Ms*** ***'s Revdex.com complaint

Mr*** *** deposited a $check using the Mobile Check Deposit feature on August 26thThe check was accepted on August 28th and posted to his Chime account
On September 1st, we received notification that the check had been previously depositedThe check was returned and the $amount was
debited from the account, thus drawing the account into the negativeThis resulted Mr*** account being temporarily suspendedAn email was sent to the email address we have on file stating:
"We received notification that the check(s) in the amount(s) of $we posted to your Spending account were returned to us unpaid as the account they were drawn off of is closedCopies of the returned items have been mailed to your address on fileThese amounts have been deducted from your Spending account balance, and all funds from your Savings account have been applied towards the resulting negative balance
Your account will remain suspended until the negative balance of $-is reconciledYou can reconcile the remaining negative balance via direct deposit into your Spending account using your Chime routing and account number."
On September 2nd, Mr*** reached out via phone asking why his account was suspendedHe was informed that the account was suspended due to the $check he deposited being returnedThe account would remain suspended until the negative balance was rectified.
Mr*** received a direct deposit into his Chime account on September 5th, which rectified the negative balanceThe Chime account was re-enabledWe thus consider this complaint to be closed and apologize for any inconvenience Mr*** experienced

*** *** reached out to Chime to file a dispute for a few unauthorized transactions on her accountThe member reported three transactions from *** and one transaction from *** The following is a detailed account of the events and relevant interactions Chime had with Ms***
*** regarding her dispute
On April 3, the member reached out to file a verbal disputeMember said they don’t know who has access to the card and Member doesn't do much online shopping. The member also stated they doesn't have *** serviceThe member was sent a dispute form and was told to send it in within business days in order to be eligible for provisional credit
On April 7, the member’s written dispute form was received.
On April 8, the member reached out to the risk department via phone to confirm whether her dispute forms were acceptedThe member was informed that more information will be available by the 10th business day
On April the member reached out to the risk department via phone to inquire about the dispute statusThe member was informed that provisional credit will be credited to their account by 4/if the claim is eligible.
On April 11, After reviewing all of the claims, the risk department’s investigation shows that no error has occurred due to all AVS having an exact address and zip matchOur risk department verified with Visa that there was an exact address match and cvvfor two of the three transactions (The third had a zip code match)The cvvis on the back of the card and the cardholder stated she had the card in her possessionThe transaction did not fit a fraudulent patternThe risk department sent a letter to the member informing them of the decisionDispute was closed
On April 11, the member reached out again to inquire about the status of the disputeThey were informed the dispute has been denied and they would need to file rebuttalThe risk agent informed the member about the process of the rebuttal

Complaint: ***I am rejecting this response because:I never not on told them how to kill them selfsplease play the recordingAlso they sent me something today sayi ng I had till August 31st to get my funds out of my account before they closed it then closed it right after now it's taking me it could be days for me to get my money? I'm a mom I have bills and daycare to pay!!!!!! This is unacceptable I should have 2nd until am seeming as that would be the 31st Sincerely,*** ***

A dispute claim was filed on 03/14/for the member* *** ***, for a reported unauthorized transaction with Publix Super Market amounting to $The member had called in stating that the merchant never had her business and that there wasn't even a Publix store in her stateThe member's
card was replaced, the dispute form was received on 03/14/18, provisional credit was scheduled to be issued on 03/28/18, and the resolution time frame was set for up to daysThis is a Regulation E case.On 03/28/18, the investigation was still ongoing, so provisional credit was then issued to the member and was available for use during the investigationThe provisional credit letter notifying the member of this was sent the same dayChargeback *** was initiated on 03/The merchant was given days from that date to respondThe case is currently ongoing.If the member has any additional question please contact *** so we can further assist with any additional questions
Best,
Chime Member Services

On 07/we received notification of internal fraud that may be occurring with Rite Aide stores in CA and FLMember *** *** was affected by thisWhen Mr*** called in (07/08), the agents were unaware of the issue as we had not fully investigatedThe call should have been transferred
to risk as soon as Mr***e called in to file a disputeAs soon as we investigated the Rite Aide fraud we discovered that Mr***e was one of the members affected and a risk agent reached out immediately (7/10)A dispute was filed, Mr***’s card was expedited and permanent credits were applied immediately as it was obvious that Mr*** did not do the transaction in questionThe agent's in question who did not handle the situation have been coached and this will not be an issue in the futureWe appreciate Mr***’s patience in this matter and hope he agrees with the resolution

Complaint: ***I am rejecting this response because:Sincerely,just because the withdrawals were from where I SOMETIMES withdrawal cash still doesn't mean it was me taking the moneyI stated the reason of being in the hospital was because since I was in the hospital I was UNABLE to call in myself and make any reports and that my second ATM Card was lost with my phone wallet caseThat money was ASTOLEN from me and they refuse to do nothingThis is the FIRST time while having this card I reported fraudulent activity on my account.*** ***

Complaint: [redacted]I am rejecting this response because:
I called as soon as I noticed the fraudulent transactions and a chime representative stated that I could not do anything until the fraudulent funds were taken out of my account and completed because they were in proces on hold as the representative stated. I have nevermind submitted for fraudulent activity this is the first time. I have even contacted the [redacted] establishment were these fraudulent activities occurred and the manager stated that this is verified that this was a case of fraud, and she submitted a police report through the town police department in Westport CT where the activity took place. During the time my money got out I was at work in Waterford CT which is almost an hour an half away from my work place. I have since verified documentation with my time clock and have offered any all documentation to Chime in which they decline. I myself have filed a police report since then because this is a case of IDENTY THEFT and Chime Bank seems to claim to do an investigation in which they cannot provide any documentation from that investigation. As previously stated the [redacted] Establishment verified a fraudulent transaction occurred and has offered to reverse the charges but stated the bank has to credit the account since it was taken it out of my Chime card. And for the representative to respond to this claim stating that this is a patterned behavior is insulting me and is purposely lying for there own gain. I would like to see any pattern of this behavior as this is the first time my card has ever been compromised. 
 
 
 
Sincerely
[redacted]Sincerely,[redacted]

Revdex.com Complaint [redacted]: [redacted]
 
Ms. [redacted] first funded her account on February 20th, 2017 via two tax returns, one for $731 and the other for $7,609. 
 
On April 19th, Ms. [redacted] reached out to us via in-app support declaring that 43 transactions totaling...

$6,360.17 were unauthorized. She claimed to have been in the hospital from February 21st to April 16th due to brain cancer. A dispute was filed on April 21st and the written dispute form was received. 
 
Ms. [redacted]s dispute was finalized on April 28th. The last transaction she stated to have done on her account occurred after one of the disputed transactions. Verification 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 Account. No error was found and no credit was issued. Ms. [redacted] was sent a letter explaining the claim decision on the 28th.
 
On May 2nd, Ms. [redacted] called in inquiring about her dispute status. She was informed that the claim had been denied. A Risk Specialist explained the rebuttal process, stating that if no evidence or documentation was provided, the claim would most likely stay the same. Ms. [redacted] understood and the line was released. 
 
We received a letter from Ms. [redacted] on May 1tth requesting the dispute to be reopened. The claim was re-opened and finalized by May 16th. In 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 letterhead. We attempted to call the doctor's office, but there was no voicemail and the line was never answered. The claim was denied again.
 
Ms. [redacted]s Chime account was subsequently closed on May 16th for dispute fraud.

Complaint: [redacted]
I am rejecting this response because:I have still yet to be told why a perfectly acceptable check was declined for no reason other than "because we can".Furthermore, I was expecting to not need to cash the check at the bank of origin due to what should have been a accepted check, due to the same type of check of a similar amount being able to be deposited two days prior. Therefore, was not expecting to incur the $10 fee that the bank (Trustmark) charges to cash the check. If I had been told when I had the first problem that there would be issues, or for the fact that the program is still in beta testing to which I was never informed of nor consented to be in, I would have found another financial institution to bank with, which I currently have. No other bank would have done a similar thing to their customers and they certainly wouldn't have provided the horrific and sluggish customer support Chime has given 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. 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.
Sincerely,
[redacted]

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

Fortunately, it appears that this was resolved between Chime and Mrs. [redacted] on March 8th, a day after the complaint was received. Mrs. [redacted] had disputed a transaction that occurred on December 23rd, and was eventually awarded a permanent dispute credit of $326.51 on March 8th. Thus, we...

consider this complaint to be resolved. Please let me know if you have any questions about this complaint and I would be happy to address them.
 
Again, sorry for the delayed response here. 
 
Best,
 
[redacted]
Chime Member Services

We appreciate Ms. [redacted] [redacted] response and sincerely wish there was more we could do on our side to expedite the process. The investigation is still ongoing. We follow Regulation E and are unable to speed up the dispute process with any member as we have to maintain compliance. We sincerely apologize for the inconvenience that Mr. [redacted] is experiencing and appreciate her patience while we undergo this investigation.  Ms. [redacted] will be informed as soon as we have an update regarding her claim. Again, we are very sorry for the hardship Ms. [redacted] has endured and are doing all we can to conduct this investigation in a timely manner.

Please find attached the dispute file showing the representation received from the merchant. It clearly shows the charge did not include any repairs because they had to be approved by the landlord first. Any further information is available upon request.

We understand Ms. [redacted]’s frustration regarding the stated time of her account closure. Below 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 email. The scheduled closure date was August 31st, 2017. Our account management system closed Ms. [redacted]’s account at midnight Greenwich Mean Time, instead of midnight in Ms. [redacted]’s local time zone. Again, we understand Ms. [redacted]’s frustration here. We 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 Website. The 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 change. However, if the change is made for security purposes, we can implement such change without prior notice. We may cancel or suspend your Spending Account or this Agreement at any time. You may cancel this Agreement by calling [redacted] close your Chime Account. Your 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 records. For security purposes, you may be required to supply identification and address verification documentation prior to issuing a refund check. Allow fourteen (14) days for processing and mailing of the refund check. In the event the program is cancelled, closed, or terminated, we will send you prior notice, in accordance with applicable law. Specific information and instructions, including how to receive any remaining Spending Account balance, will be in the notice. We reserve the right to refuse to return any unused balance amount less than $1.00.”

Complaint: [redacted]I am rejecting this response because:
Those dates are completely inaccurate. And the fact that the pin number was not changed is my because? I don't live in that area. I reported the card stolen as soon. As I realized which was not right away. And they even took their good old time replacing it. So because I took a couple of days to report fraudulent charges it's my fault?
Also the did not let me know about a rebuttal process until Thursday of last week. I have ever the email for proof. They are lying. Sincerely,[redacted]

On November 5, 2017, the Mr. [redacted] contacted Chime and informed us that on November 2, 2017, the card ending in: [redacted] was stolen. Mr. [redacted] advised us that he as admitted to the hospital on November 3, 2017, while the disputed transactions occurred, and he as just released from the...

hospital on November 5, 2017. Mr. [redacted] also states her PIN was written down in their wallet – which was also stolen.
Mr. [redacted] disputed three ATM withdrawals that occurred between November 1, 2017, and November 2, 2017. This casts doubt in the claim as the Mr. [redacted] states they were admitted to the hospital starting November 3, 2017, but he is disputing transactions that occurred prior to the card being stolen and him being hospitalized. 
On November 6, 2017, we received Mr. [redacted]s dispute form via email. On November 7, 2017, the dispute team made a final decision denying the claim based on that there were not any balance inquires while the disputed transactions occurred, which indicates the user of the card was aware of the funds available on the card. We also were able to determine the location of the disputed ATM ([redacted] is located at ‘Kahn Food’. Mr. [redacted] has four prior transactions at Khan Foods since July 2017. This shows the cardholder frequents the store location of the disputed ATM location. On November 7, 2017, Mr. [redacted] called to check the status of the dispute and he as informed it was denied. On the same day, he submitted a rebuttal regarding the claim to Chime via Email.

Ms. [redacted] reached out to Chime support on June 9th. She has having trouble depositing a $761 check via our Mobile Check Deposit feature. Ms. [redacted] had successfully deposited a $744 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 deposit. However, we didn’t prevent her from actually cashing the check.   Ingo Money is a free option if she chooses to wait the time frame. Furthermore, cashing it at the bank of origin is also free. If she cashed the check at the bank of origin, she was in no way obligated to load it to her Chime account. There is a [redacted] bank location within 7 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 standing. She can attempt to deposit further checks via Mobile Check Deposit should she so desire.