Chime

On April,6th 2018 Bill payment checks in the amount of $30.00 for [redacted] and $40.00 for [redacted] were created and the funds were deducted from Members Spending Account. On April 26th, 2018 Bill payment checks in the amount of $30.00 for [redacted] and $40.00 for [redacted] were...

canceled due to receiving the check back in the mail and the funds were added back into Member Spending Account. The member called in due to a notification she received about two bill payment check had bounced one bill payment was in the amount of $30.00 for [redacted] and the other was in the amount of $40.00 for [redacted], the call was escalated to headquarters. On May 7th, 2018 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 me. Sincerely, [redacted]

Mr [redacted] recently filed a dispute for unauthorized charges. They reached out via our in-app support on 3/15 and we responded with the questions required to file a claim. The member responded with the information on 3/17 and the dispute was filed 3/18. The member submitted the written claim form...

within the necessary timeframe to be considered eligible for provisional credits.
Upon review of the claim, it was decided that no error had occurred. Per our IVR there were no pin changes, member has card present at transactions in between & after the disputed transaction that member is not disputing, fits member spending pattern & habits. The member did not agree with the outcome and we informed them of the rebuttal process.
They did not provide any additional information to change the outcome of the claim decision that was made previously, therefore the claim decision that there was no error stands. The member attempted to file an additional rebuttal again, with no additional information provided.

If Ms. [redacted] applied for provisional credit, it would have posted on August 8th (provided that the written form was received). However, Ms. [redacted] never provided the written form. Therefore, she unfortunately did not qualify for any provisional credit on August 8th. We do not have the chargeback rights for this claim and the merchant has until September 6th to respond per Regulation E. 
 
Ms. [redacted] would call in multiple times daily and be very abusive to our Phone Specialists. On two instances she explained to our agents how to kill themselves over the phone - in both instances the line was released.

While we don't prevent our members from renting a car, we strongly advise to call ahead and check with the location before using your Chime Card there - most car rental agencies do not accept debit cards for reservations or even payments.Any business that provides a service where additional charges...

often occur (like 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, etc. that may be added. So while you a member may see a higher pending transaction amount on their Spending Account, the merchant will settle the transaction for the final sale amount you agreed upon. Unfortunately, the pending amount does not drop off automatically once the final transaction settles. With some rental car locations, it can take up to 30 days for the first authorizations to expire. In Mr. [redacted] situation, his pre-authorization holds from Enterprise remained on his account for several days. These transactions were eventually released back into Mr. [redacted] account on the morning of October 17th.  We sincerely apologize for the inconvenience Mr. [redacted] experienced here and our working on improving our payment processing system so that rental car holds are automatically released once a final transaction settles. Again, we apologize for the back and forth that Mr. [redacted] had to go through with our Phone Specialists and hope he is willing to give us a second chance.

Initial Business Response /* (1000, 7, 2015/09/13) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@chimecard.com
The customer purchased an item at Lands End using a different credit card and then returned the item and put that money on her Chime...

card. Unfortunately, because the customer used another credit to make the original purchase, all we see is a merchant credit without a previous debit which is often a red flag. In this instance, our credit card processor, who monitors all credits and debits to and from Chime, removed the customer credit. This is a common fraud monitoring practice which many banks and credit card companies follow and is done to protect against employee theft. The assumption is that the person could work at Lands End (or any merchant) and simply credit their card with company funds that do not belong to them. Again, it is common practice for our payment processor and/or Visa to remove those credited funds and is something we have little control over. In these cases, our payment processor reaches out to the customer, requests a receipt and then decides whether or not to issue the credit back to the customer's card. Unfortunately this process can take several days and leaves Chime as the uninformed middle man.
Good news is I have talked with our main contact at our payments processor and we discussed better ways of handling merchant credits, how to speed up the process and how to create a better overall customer experience which we will work on implementing over the next few weeks. Additionally, there was clearly some confusion with our Member Services Specialists on how to handle this situation. I have already cleared up what a merchant credit is and how to deal with these instances in the future.
On behalf of everyone at Chime, I want to personally apologize for your poor experience and we will continue to work on giving you and all our customers a better user experience. Thank you.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is appropriate that they are making positive changes. What are the changes? Is it lip service or real change? They held my funds for a week without any communication to me at all. It wasn't until I told them I contacted the Revdex.com that it was immediately released.
I was up front with Chime that I had to use a different card as my other card had been compromised and I was waiting for a new one to be issued, I talked to a manager, Sasha I believe who said she asked to have the funds released on Thursday but got no reply.
The bottom line is that I had a receipt I was willing to share with Chime, I talked to Lands End accounting department and they filled out a form asking to have it released and still no response. You only have one phone number for help and there is no where else to go. I emailed the and the response was that it was settled and I could file a dispute. My account balance showed that it was all settled- no further action needed to be taken.
If your funds are going to be held more than a day they should communicate with you and resolve the problem speedily. Who got the interest on that money? I didn't ..
Thank you, S. [redacted]


Final Business Response /* (4000, 11, 2015/10/05) */
Thanks for your reply, we really appreciate you taking the time to respond!
You're absolutely right, despite our hands being tied for much of the process, we should have done a better job in handling your situation. Unfortunately we cannot change the past, but we are making positive changes to ensure this doesn't happen again to customers in the future. What are these changes? I spoke with our payments processor and we talked about better ways of handling merchant credits, how to speed up the process and how to create a better overall customer experience which we are currently working on implementing. Additionally, I have already coached the Member Services team on how to handle merchant credits and have worked with our engineering team to set up tools to better notify of us merchant credits in the future. Also, I'm glad we were able to get the credit back onto your account on 8-18. I'm sorry you don't feel we're making more positive changes and if you would like to hop on the phone and talk more about what we can do, I'd be happy to. Thank you!
Final Consumer Response /* (4200, 13, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What have they done to change their policy? I was told this happens a lot. This doesn't have to happen. And there is no else but a random point person to help you. **
Hat changes have been made?

Mr. [redacted] reached out on July 20th about a cancelled transaction that had successfully posted to his account. A dispute was filed and the timeframe explained. In order to be considered for provisional credits, the written form has to be received within 10 business days of filing the...

claim.
The written form was received on July 24th. If considered eligible for provisional credits, they will post on the 10th business day.
On August 1st, it was decided that the dispute did not qualify for provisional credits. We requested that Mr. [redacted] provide any documentation showing that the transaction was cancelled and that credit was due to him. He was sent a letter and had until August 15th to respond.
As of August 16th, the documentation was never received from Mr. [redacted]. The investigation is still pending. Mr. [redacted] has been sent another letter requesting documentation showing that the credit is due. The dispute is still pending until August 23rd.

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 4 days longer than the Allotted time I was given. I've provided them with a police report detective phone number and images of the person using my card. So the investigation should be complete already Sincerely,[redacted]

Ms. [redacted] reached out to Chime Member Services on February 17th, 2017 after learning that her Chime account was blocked. Ms. [redacted]’s account was blocked for review by our holding bank’s (The Bancorp Bank) Merchant Credit department because on February 16th, she received a $715.50 credit...

without a corresponding debit from Nordstrom. This is a common fraud monitoring practice which many banks and credit card companies do that we have little control over. Ms. [redacted] spoke with one of our Member Services Specialists, who informed her that she needed to submit copies of the original Nordstrom purchase receipt to [redacted]@thebancorp.com for review. After submitting the required documents, Ms. [redacted]’s account was re-enabled on February 20th, and we requested that her funds be returned back to her Chime account balance immediately. The $715.50 was subsequently credited back to her account in full after The Bancorp Bank’s merchant credit department reviewed the original purchase receipt.

Hi [redacted],
Ms. [redacted] received a provisional credit of $199.90 on August 11th. Ms. [redacted] won the dispute claim and the credit became permanent on September 7th. Please let me know if you need any further information. Have a great weekend.
Best,[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 October 29th 2017, a claim was filed for the member, Ms. [redacted], who reported $585 worth of unauthorized ATM charges dating from October 18th 2017 to October 25th 2017. Chime issued a new card to the user and scheduled provisional credit to be issued by...

November 7th 2017. The resolution time frame was scheduled for up to 45 days. This is a Regulation E case.
 
The member claimed there were a total of 7 unauthorized ATM transactions happening from 7200 W. LAKE MEAD BLVD LAS VEGAS NV US and 7301 W. LAKE 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 chargeback. It 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 address. However, the investigation found that there were multiple ATM transactions found with the same address ATM 7301 W. LAKE MEAD LAS VEGAS NV US dating back to September 12th 2017. The same ATM transactions from the same address were even found on the new card issued to the member on October 29th 2017. 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 credit. On November 7th 2017, the final letter was sent to the user and the case was resolved.

Mr. [redacted] reached out to file a dispute on 3/06/17. He was immediately informed of dispute protocol and was advised that his card had been compromised. One of our call center agents offered to issue a new card to avoid further unauthorized transactions posting to account. Mr. [redacted]...

denied this request. Two days later on 3/06, Mr. [redacted] called to report an unauthorized ATM transaction that had settled on his account. He stated that he had his card on him, that his PIN was memorized, and that his kids had access to his card. The written claim form was received on 3/10 and a new card was issued. On 3/13, Mr. [redacted] called asking about the dispute process and card delivery estimate. He was updated on the progress of the card and that all the necessary paperwork for the claim had been received. At this point, the initial investigation was still ongoing. We had no update at that time. Mr. [redacted] understood and the call was ended. The outcome of the dispute was finalized on 3/17. No error was found. The cad was used immediately after the disputed transaction occurred for card present transaction. This is within Mr. [redacted]’s normal spending patterns and does not fit a fraud pattern. Mr. [redacted] was mailed a letter explaining the outcome of the claim. On 3/26, Mr. [redacted] angrily called in about the outcome of his claim. He 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 investigation. We received a rebuttal from Mr. [redacted] on 3/28. If no additional information is included in the rebuttal, the claim will have the same outcome. No new information was received, and the rebuttal was denied on 3/29 at which point a letter was sent to Mr. [redacted] and the case was closed. On 4/17, Mr. [redacted] called in demanding that we refund him. He requested to talk to a manager. After 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 submitted. Mr. [redacted] then released the line and the dispute remains closed.

Complaint: [redacted]I am rejecting this response because: although I do appreciate the matter being resolved I still have concerns. Firstly, 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 me. No one was willing to help. Secondly, the matter was resolved by them closing my account and blocking me from having access to my funds without my permission. A 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 first. I 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 customers. I was handled poorly and held accountable for something that had nothing to do me.Sincerely,
 
[redacted]

Please find attached the call between Mr. [redacted]e and our Risk Supervisor. This was the final correspondence between Mr. [redacted]e and our Risk Department. All of his concerns were addressed in this call. Mr. [redacted]e had no further questions or concerns at the end of the call. The Risk Specialist he conversed with offered her name and advised him to reach back out should he have any further concerns. As stated in our response to his initial complaint, the original Phone Specialists that Mr. [redacted]e spoke with did in fact mishandle the situation and have since been trained and coached. We appreciate Mr. [redacted]e's concerns and have nothing further to add to this complaint. We consider this complaint to be closed with a positive outcome for Mr. [redacted]e.

Ms. [redacted] initially reached out to Chime via phone on 3/21 and reported that her card was compromised. In her written claim, received on 3/23, Ms. [redacted] reported her card was stolen with her PIN attached to the back of the card. The different information provided by Ms. [redacted] was...

conflicting and inconsistent with the unauthorized activity she reported on her account. Therefore, Ms. [redacted] was not eligible for provisional credit for some transactions in the claim. This dispute is currently pending and merchants have until 5/11/2017 to respond. We informed Ms. [redacted] multiple times that we will follow-up with her on 5/12/2017. The following is a detailed account of the events and relevant interactions Chime had with Ms. [redacted] regarding her dispute.
On 03/21/2017 the member contacted Chime Member Services, via phone to report some unauthorized charges made on her card between 3/14 and 3/19. She informed us that her card was compromised and her last authorized transaction was made to Cricket Wireless on 3/14. The member was sent a dispute form and was instructed to fill out the form and send it back as soon as possible within 10 business days of filing the claim.
On 03/23/2017 we received the dispute form via email and dispute claim #[redacted] was filed. In the claim, the member reported her card as stolen and is disputing unauthorized charges from various merchants, totaling $333.10.
On the same day 03/23/2017, the member reached out via phone to confirm if her written dispute was received. She was informed that the form had been received and that we would have more information on her dispute on 4/5
On 03/26/2017 the member reached out via phone to inquire about the status of her dispute. She was informed that the written dispute was received on 3/23 and IF approved, her provisional credit will post on 4/5. The member agreed and understood the procedure. The line was released.
On 3/27/2017 [redacted] dispute department concluded that provisional credit for three charges of $10.00, $13.86 & $89.73, will not be allocated because the member’s PIN was used in each of these transactions. The reason being: There were no PIN declines during these transactions and the member did not change her PIN after reporting the unauthorized transactions. Furthermore, it was concluded that the card was in the member’s possession during these transactions. The member was sent a letter informing that no error was found.
The member’s charges of $3.99, $3.99, and $9.99 were reversed by the merchant and the member was sent a merchant credit letter.
[redacted]’s dispute department concluded that provisional credit for the member’s unauthorized charges of $1.29, $6.92, $152.00, $25.34 and $15.99 will be allocated on 4/5. Merchants will have until 5/11 to respond and a note was made to follow-up with the member on 5/12.
On 3/27/2017 the member reached out to check if we received her written dispute. The member was informed that approved provisional credit will post on her account on 4/5 and that the written form was received. The member was informed that the dispute, however, is still pending. Merchant has until 5/11 to respond and we will follow up with her on 5/12.
On 3/29/2017 at 6:35 CST,  the member reached out via phone to inquire about the status of the unauthorized charges of $13.86, $89.73, $3.99, $3.99, $152.00, $25.34 and $15.99. She was informed that the dispute is still pending. She will receive her approved provisional credit on 4/5. Again, she was informed that the merchant has until 5/11 to respond and we will follow up with her on 5/12. The member understood.
On the same day 3/29/2017, the member called in two more times, at 6:56 CST and 7:11 CST. She spoke to a different agents each time. She was given the same information.
On 3/30/2017 the member reached via phone to inquire about the status of the dispute. She was informed that whe will receive her approved provisional credit on 4/5. Again, she was informed that the merchant has until 5/11 to respond and we will follow up with her on 5/12. The member understood.
On 3/31/2017 the member reached out via phone to inquire about the status of the dispute. The member explained she received a letter in the mail explaining that some transactions were denied. The member was informed about the rebuttal process and it was reiterated that she will receive provisional credit for the transactions that were approved on 4/5. The member understood.
On 4/2/2017 the member reached out to Chime Member Services via phone to inquire about the status of the dispute. The member was informed that her transactions for $3.99 x 2 and $9.99 were denied and if she is eligible to get provisional credit for the remaining transactions they will be posted on 4/5. The member said she will an email appealing the denied transactions.
On 4/4/2017 the dispute department received the appeal email from the member, regarding the denied transactions of, $10.00, $13.86, and $89.73. In the appeal the member claims her card was indeed stolen and was not in her possession, as she initially stated that the card was in her possession.
Due to conflicting information provided by the member, the dispute department decided to further review the claim.
On 4/5/2017 the member reached out via phone to inquire about the status of the dispute. She was informed that her claim is being reviewed by the research department and her approved provisional credit will be posted today. Member stated she doesn’t have the card in her possession and that it must have been a misunderstanding in the initial verbal dispute.
On the same day 4/5/2017, the member received provisional credit for transactions, $152.00, $25.34, $1.29, and $15.99.
On 4/6/2017, at 5:37 CST, the member reached out via phone to inform that she did not receive her full refund. She also requested to add another unauthorized transaction, of $45.47, to her claim because it wasn’t included. The member was informed that her request will be escalated and she will be updated with any changes.
On the same day at 7:34 CST the member reached out via phone to inquire about the status of her dispute escalation. She was informed  that escalations take up to 24-48 hours for a response.
On the same day at 12:51 CST,  the member reached out again via phone to inquire about the status of her dispute escalation. Again, she was informed that escalations take up to 24-48 hours for a response.
On 4/7/2017 the dispute department received an email from the member adding a charge of $45.47. The member’s original verbal dispute stated she had the card in her possession but she was now claiming that it is stolen. The research department concluded that member’s story was very inconsistent and kept changing, therefore the claim for $45.47 was denied. Furthermore, the transaction of $45.47 was PIN based. No error was found for the $45.47 transaction. The member’s appeal for the denied transactions of $10.00, $13.86, and $89.73, was denied.. The member was sent a letter including all this information and the reasoning behind the decision.
On the same day 4/07/2017, the member reached out via phone to inquire about the status of her rebuttal. The member was informed that the her rebuttal was denied due to lack of new information presented. She was advised to reach out to [redacted] for more information.
On 4/8/2017, the member reached out via phone, again, to inquire about the status of her rebuttal. Again, the member was informed that the her rebuttal was denied due to lack of new information presented. She was advised to reach out to [redacted] for more information.
On the same day 4/08/2017, the member reached out again via phone. The member was informed that her rebuttal was denied and  she explained she's aware of this and that she just called in to 'let us know' she will be filing rebuttals until we approve them. Again, the member was informed that without new information the resolution will most likely be the same. She understood but claimed she would file multiple complaints with Revdex.com.
On 4/10/2017, the dispute department received another email from the member, regarding her appeal for PIN transactions, $45.47, $10.00, $13.86, and $89.73. Again, there was no new information presented. At this point, the member changed her story three times and asked to us to review the case again. The dispute department decided to file a correspondence with case and pull the member’s phone calls for further verification. If the dispute is approved, the credits will post on 4/21.
On 4/15/2017, the member reached out via phone to inquire about the dispute. She was informed that if she qualifies for provisional credit, it will post on 4/21. The member understood.

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

Ms. [redacted] first reached out on 4/22/17 about unauthorized charges on her account. At the time that she called, the transactions were still pending so a dispute could not be filed. Ms. [redacted] called back the next day once the transaction settled and the dispute was filed. By 4/25, the...

written dispute form had been received and the official investigation was started. In between 4/25 and 5/01, Ms. [redacted] called in daily requesting an update on the dispute and demanding that the process be expedited. Each time she called, our risk agents and supervisors explained the 10 business day investigation process. Ms. [redacted] would disconnect the line each time she was informed of this, then called back requesting a manager. On 5/01, Ms. [redacted] filed a complaint with the Revdex.com (this date was within the 10 business days to investigate the dispute which is permitted via Regulation E).The outcome of the dispute was finalized on 5/02. No PIN declines or changes (which is normal with unauthorized ATM disputes) were found. Ms. [redacted] has used the ATM before and the transaction fits the normal spending pattern. A letter was sent to the address we have on file for the Ms. [redacted] explaining the outcome of the claim. She is able to request documentation regarding the claim decision if she so desires.