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:08/29/2023

  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.

  Starting on July 25th I called and emailed Chime on multiple occasions trying to close my brothers account. He passed away. I submitted all requested documentation and kept getting generic responses via email. When I would call they would refuse to help and tell me I had to "trust the process" and that email was the only option. A supervisor named ****** was especially rude and disrespectful on 08-29-23. I just want this closed and done. And would like the company held liable for their lack of consistent or really any support or access to support.

  Business Response

  Date: 09/08/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ************************
  
  We are deeply sorry for ****'s loss. On September 7, 2023, upon review of the documents provided by ****, a check for the remaining balance on the account in question was issued to ****. Please allow **** business days for the check to arrive. 
  
  We thank you for the opportunity to respond to ***************** complaint. If *********************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20538831
  
  I am rejecting this response because:
  It should not have taken a month and a half 28 emails hours on the phone and a complaint to the Better Business Bureau to receive this information. While I am grateful that the situation has hopefully been resolved it does not change the fact that it took exorbitant amount of time and effort and lack of helpfulness on the part of Chime is unacceptable. How many other people are going to have to go through such a horrific experience before they do better? Its unacceptable. The way I was treated was unacceptable. The lack of help was unacceptable, and the fact that it took reaching out to the Better Business Bureau to get any information is absolutely unacceptable.

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

  Business Response

  Date: 09/14/2023

  Thank you for giving us the opportunity to follow up on ***************** BBB complaint.
   
  We appreciate *********;for sharing their feedback with us. We're dedicated to creating the best banking experience possible for all of our Members and greatly appreciate Lisas input.
   
  We thank you for the opportunity to respond to ***************** complaint. If ****************************;continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20538831
  
  I am rejecting this response because:

  emailing ******************************** is what has taken the situation to the point we are now at. I have over 26 emails from ********************************,  none of which were helpful, and all of which had generic responses. So how am I to believe that emailing this email address that has proven fruitless up until this point will somehow resolve the issue that could not be resolved emailing them in the first place? Beyond that, when you finally get somebody on the phone, and/or get them to put a manager on the phone, they tell you that they cant do anything for you and that you have to email the aforementioned email address and so it goes on and on in an infinite circle of disregard and utter lack of customer support. So responding to my complaint by telling me to start the **************** again, proves the exact reason why I filed a complaint with the Better Business Bureau. Because your support is anything but. 

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

  Business Response

  Date: 09/20/2023

  Thank you for giving us the opportunity to follow up on ***************** BBB complaint.
   
  We wholly apologize for the poor experience that **** had and we appreciate ****'s effort for providing their feedback. ****'s feedback is very important to us and we'll be sure to pass it along with our team so we can improve our overall services and future customer experience.
  
  We thank you for the opportunity to respond to ***************** complaint. If ****************************;continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 09/21/2023

  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:08/29/2023

  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.

  On 08/24/2023, i transferred money from *************************** LLC account instantly( i paid a fee) into my checking account ( through my debit card). the funds should have been posted instantly, instead i received a notification from chime that it would take 3-5 business days before i see those funds. the weekend passed, and on 08/29/23 i still did not see those funds into my account. after contacted their support team, they kept telling me the funds were posted and that because i moved money into my savings account that i was confused. I work two jobs, and i was paid from my jobs on 08/23/23. the funds that i moved into my savings account were from my paychecks that i receive direct deposit. they were very rude over the phone, and did not want to help me out or explain why those funds are not in my account.

  Business Response

  Date: 09/08/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ****************************
  
  On August 27, 2023, ******* contacted us regarding a transfer they were expecting in the amount of $691.29, which ******* stated was not posted to their account.
  
  Our records show that on August 24, 2023, the transfer ************;referenced was posted to the account.
  
  We thank you for the opportunity to respond to *************************** complaint. If *************************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

• Initial Complaint

  Date:08/29/2023

  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.

  On August 21st, I received a debit card from Chime. This was a fraudulently created account because I never signed up for the account and the debit card was in my maiden name, ********. I contacted Chime on August 25th to inform them of the fraudulent account creation. I requested all information related to this account. They asked me to send them the last 4 of my social and a copy of the *** identity theft report. This was sent to them on August 25th.I have contacted them on the 28th because I received an email informing me to send the attachment via secure link. The link was expired. After I called them to ask about it, they were not helpful and told me that I had to wait for a response but couldn't verify that they had the information or that they were working it.Since then I have received multiple emails from Chime telling me to change my password, send them a driver's license photo to change my name, and other things that have nothing to do with my original issue.

  Business Response

  Date: 09/07/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ****************************
   
  Please note that Chime is a financial technology company, not a bank, and accordingly Chimes partner banks, The ************* N.A. or ************ N.A.; Members FDIC, provide their banking services. Chime and our bank partners take identity theft claims very seriously and we actively investigate these claims in line with current industry practices, which are approved by our partner banks. Chime always strives to make improvements to our operations, especially as it relates to preventing unauthorized third parties from using another individuals personal information for illegitimate reasons.
   
  Our records indicate that August 15, 2023 an application for a Chime Checking Account using ******* information was submitted through Chimes website. Applicants are required to certify that the information provided at the time of enrollment is true, and as a result the application was deemed to be authorized and the application was approved.
   
  After a reasonable investigation, Chime flagged and closed the account on August 25, 2023. In order to prevent further unauthorized activity, Chime additionally flagged ******* personal information so no other accounts would be opened using Nicoles information on Chimes platform.
   
  As further reassurance, Chime would not report any information to external credit reporting agencies in relation to the unauthorized account, and ********************** will not hold ***********;responsible for any activity on the account. Since ******* personal information was used to open the account in question, ********************** recommends Nicole take the following precautions to monitor their identity:
  Review their annual credit report for any unauthorized accounts/activity
  Contact the major credit reporting agencies to place a freeze on their credit report
  File an identity theft report at ***********************************;
  We have escalated the *** report to the appropriate department for further review. We appreciate their patience while it is reviewed.
   
  We thank you for the opportunity to respond to ********************* complaint. If ********************************;continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

• Initial Complaint

  Date:08/29/2023

  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.

  Between 03/17/23 and 07/05/23 I have many different types of transactions that I did not do or authorize because i was incarcerated in Los Angeles sheriff's department custody with my phone and wallet with me incarcerated. My account information has been leaked to the dark web through 3 data breaches yet Chime continues to deny the disputes despite having been sent the booking and release information from the sheriff's department and the police report. They've refunded most of the fraudulent purchases from target yet there are many other fraudulent transactions such as fraudulent atm withdrawals between 06/13/23 and 07/07/23 for a total of $2723.00 and fraudulent pos purchases from Nordstrom, dds discounts and Amazon on the same days as the fraudulent target transactions totaling over $1200

  Business Response

  Date: 09/08/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ***************************** *****.
  
  Claim ID: ********
  On July 17, 2023, ******* contacted us via phone regarding six transactions totaling $2,723.00 which ******* stated were unauthorized. We then opened an investigation into the matter and filed a dispute.
  
  On the same date, we notified ******* via email that we completed our investigation and based on the information available, we determined that no error occurred.
  
  On August 4, 2023, ******* requested a copy of the documents we relied on in making our determination.
  
  On August 10, 2023, a copy of the documents Anthony requested were forwarded to the email on file.
  
  Between July 22, 2023 and August 30, 2023, ******* made multiple requests to reopen the investigation and rebuttals were initiated. As of our latest decision on August 30, 2023, we notified ******* via email that our decision remains that no error occurred.
  
  Claim ID: ********
  On July 22, 2023, ******* contacted us via phone regarding fifteen transactions totaling $1,270.27 which ******* stated were unauthorized. We then opened an investigation into the matter and filed a dispute.
  
  On July 23, 2023, we notified ******* via email that our investigation concluded an error occurred on one of the disputed transactions. On July 12, 2023, the merchant issued credit in the amount of $22.04. We consider this credit permanent, and we reversed any applicable fees. Furthermore, for the remaining disputed transactions totaling $1,248.23, we determined that no error occurred.
  
  On August 27, 2023, ******* requested a copy of the documents we relied on in making our determination.
  
  On July 31, 2023, ******* inquired about reopening the case, and a rebuttal claim was opened.
  
  On August 9, 2023, we notified ******* via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied. 
  
  On August 27, 2023, another rebuttal claim was inititated. The rebuttal investigation is currently in process, and we are working to resolve *******'s case as quickly as possible. Please note, the timeframe for the rebuttal process is 45 days and ******* will be notified via email once a final outcome has been determined.
  
  On August 31, 2023, a copy of the documents ************;requested were forwarded to the email on file.
  
  We thank you for the opportunity to respond to ***************************** Larrys complaint. If ***************************** ***** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20537321
  
  I am rejecting this response because: I had my cards, phone, and wallet with me in Los Angeles county jail and I didn't authorize any transactions from my account between 03/17/2023 to 07/08/2023. I've filed police reports and done everything that I was supposed to do but chime has chosen not to reimburse the money that was stolen from my credit builder account multiple times.  The evidence that Chime supplied spoke of no reasons why I was denied it was just a form with questions on it. If I was incarcerated from 03/17/2023 to 07/08/2023 then how is it possible that my card got used by me or someone else if they were in the possession of the Los Angeles sheriff's department property division? 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/15/2023

  Thank you for giving us the opportunity to follow up on ***************************** Larrys BBB complaint.
   
  We understand this is not the resolution ************;was seeking, but we are confident the investigations of the claims were properly conducted and resolved. If ************;still does not agree with the outcome of the claims, they may submit a rebuttal to ********************************.
   
  Please keep in mind that in order to reopen the claim, additional information not previously provided to us during our initial investigation must be provided. The timeframe for the rebuttal process is 45 days and Anthony will be notified via email once a final outcome has been determined.
   
  We thank you for the opportunity to respond to ************************************ complaint. If ***************************** **********;continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************. 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20537321
  
  I am rejecting this response because: there is no possibility of me authorizing or completing ANY transactions myself between 03/18/23 and 07/08/23 because I was in jail with ALL my cards and wallet and phone booked into inmate property division of the ****************** in ***********. So the investigations are incomplete or simply missing this information and that makes them inaccurate. I'd like to be reimbursed as the chime terms and policy state.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/20/2023

  Thank you for giving us the opportunity to follow up on ***************************** Larrys BBB complaint.
   
  We understand that ************;would like a different outcome for their dispute claim. However, we are confident that the investigation of the claim was correctly decisioned. We now consider this matter resolved. 
   
  We thank you for the opportunity to respond to ***************************** Larrys complaint. If ***************************** **********;continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************. 

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20537321
  
  I am rejecting this response because the target disputes from 06/13/23 to 07/05/23 were approved as a billing error then how could i have done the other transactions on those days at the atm? I'd like a reimbursement for these transactions and atm withdrawals. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/29/2023

  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.

  Transaction ID: ***********;On Saturday, August 12, 2023, I attempted to withdraw $626.36 from an ***. The *** did not dispense the cash and indicated an error on my receipt, but the amount was deducted from my account. Since then, I have submitted 5 disputes regarding this transaction. I requested the documents used in determining the dispute outcome. The documents provided are attached to this complaint and indicate that a proper investigation was not actually conducted before denying my claims. The documents used, according to the company, only support my submitted claim being approved. Other than my receipt, which indicated a machine error, the only document used was the information form for the dispute itself. The dates of each submitted (and denied) dispute are below:8/12/2023- claim 1st submitted; 8/15/2023-claim 1st denied.8/15/2023-rebuttal submitted; 8/18/2023-rebuttal denied.8/18/2023-rebuttal submitted; 8/21/2023-rebuttal denied.8/21/2023-rebuttal submitted; 8/22/2023-rebuttal denied.8/28/2023-received documents that the company used in determining the outcome of the claims.8/28/2023-most recent rebuttal submitted.My rights have been grossly violated. I used my card at an *** that should have worked. It did not. I submitted a dispute with the relevant information FIVE TIMES. Each time, based on the information provided to me by the company, there was no investigation done and based on the documentation used, the claim should have been approved. There is nothing in the documentation used for the investigation that indicates that the claim should be denied. I have now lost $626.36 plus fees because the company is not doing it's job and fulfilling its legal obligation.

  Business Response

  Date: 09/07/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ***********************
  
  On August 12, 2023, ******* contacted us via chat regarding an ATM withdrawal totaling $626.36 and cash withdrawal fee totaling $2.50 of which ******* stated cash was not dispensed for. We then opened an investigation into the matter and filed a dispute.
  
  On August 15, 2023, we notified Mayghen via email that we completed our investigation and based on the information available, we determined that no error occurred.
  
  On August 15, 2023, ******* requested a copy of the documents we relied on in making our determination.
  
  Between August 15, 2023 and September 4, 2023, ******* made multiple requests to reopen the investigation and rebuttals were initiated. As of our latest decision on September 4, 2023, we notified Mayghen via email that our decision remains that no error occurred.
  
  On August 28, 2023, a copy of the documents ******* requested were forwarded to the email on file.
  
  We have escalated the dispute referenced for further review. We appreciate *******'s patience at this time. 
  
  We thank you for the opportunity to respond to ************************** complaint. If ********************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20537172
  
  I am rejecting this response because: the company already denied the claim repeatedly, using NO proper evidence, based on their own documents. Chime is not being truthful to say that they have escalated it and my patience is required. The claim is denied and is not being further investigated. They falsely made that response to appease the BBB complaint. An error occurred and I should receive the proper compensation in the amount of the money I lost in the transaction. 
  
  Sincerely,
  
  **********************

  Business Response

  Date: 09/14/2023

  Thank you for giving us the opportunity to follow up on ************************** BBB complaint.
  
  On September 10, 2023, we applied a temporary credit to *******'s account for the full amount of the dispute. This credit was provided to allow Mayghen with full use of the funds while we completed our investigation.
  
  As part of our dispute investigation, we filed chargebacks for eligible transaction(s). A chargeback is a request to the merchant, from Chime, to have the funds from a disputed transaction returned to the member. Merchants are able to reject chargebacks and can provide their own evidence to show that a transaction is legitimate. We are still awaiting a response from the merchant. We will notify ******* the results of the investigation no later than October 25, 2023.
  
  We thank you for the opportunity to respond to ************************** complaint. If ********************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************. 

  Customer Answer

  Date: 09/15/2023

   
  Complaint: 20537172
  
  I am rejecting this response because:
  
  This should have been done in the first place. Why wasnt it?

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

  Business Response

  Date: 09/20/2023

  Thank you for giving us the opportunity to follow up on ************************** BBB complaint.
  
  The investigation is currently in process, and we are working to resolve ************************** case as quickly as possible. Based on the nature of the claim, we will complete the investigation no later than October 25, 2023. Mayghen will be notified via email as soon as the investigation is completed. We appreciate *******'s patience at this time.
  
  We thank you for the opportunity to respond to ************************** complaint. If ********************** continues to have concerns regarding their complaint, please have them contact Chime directly by email at *********************************

  Customer Answer

  Date: 09/24/2023

   
  Complaint: 20537172
  
  I am rejecting this response because: I would like to keep this complaint open until the investigation is complete. This investigation should have been conducted without me having to file rebuttals an complaints and has caused undue harm to my finances. I will wait until the outcome to determine whether or not I am satisfied with the company's efforts.
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:08/29/2023

  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 went to the store I put my ******************** card in the *** machine it was the day of my direct deposit that I had been using for at least 7/8 months which I'm well I left the store and left my ******************** card in the machine and somebody stole the card so right when I realized it I reported my card lost or stolen they said they're going to mail me a new one they mailed me a new card they said my money would be deposited on that card my paycheck which I have a pay stub of I have all this documentation they never sent my money on the new card they never sent my money back to the management company Marriott TownePlace suites *** management so I can get a paper check it's now going on it's happening in ***** May June July it happened in ***** or May I think it was ***** I get paid every 2 weeks it was a $1,200 check and they still have not paid me my money they also cut my card off and said until I sent all the verifying documents which is my ID and my social security card print out then they won't turn my car back on because I fraudulent use on my part having more than two accounts yeah I have two accounts because they sent me a new card and I had to set the card up in order to get the money so now they're playing games with me I need my money that I work 2 weeks for the money was never sent back to my company and they have my money on the direct deposit never had a problem before almost a year I was with them is still don't have my money now since ***** so I need to file a claim I need my paycheck or I'm going to sue ********************

  Business Response

  Date: 09/07/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by **************************
  
  On August 14, 2023, during a routine monitoring of accounts, we identified activity associated with ************** account that was considered to be high risk. As a result, we placed a hold on the account requested that ****** provide documentation to potentially re-enable the account. 
  
  We have escalated ************** complaint to the appropriate department for further review. We appreciate *****'s patience while we review their account. 
  
  We thank you for the opportunity to respond to *************************** complaint. If ************************* continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

• Initial Complaint

  Date:08/28/2023

  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.

  Do not sign up for chime bank they will not protect your money if you have fraudulent charges. I had to spend time in ************ ** for some bs that I was charged. When I got out in Aug I discovered my card was used 214 times at the same merchant pretty sure any other bank would have flagged it. I disputed the charge and chime says there is no error. I sent proof of my location I am in ** and the charges took place in Colorado I know I won't be able to get my money until I hire a lawyer but ok I have already spoken to one that is going to take my case. If I can help someone not put there trust in this scam bank that's worth it.

  Business Response

  Date: 09/07/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by **********************
  
  On August 20, 2023, **** contacted us via phone regarding 214 transactions totaling $17,032.70 which **** stated were unauthorized. We then opened an investigation into the matter and filed a dispute. 
  
  On August 28, 2023, we notified **** via email that we completed our investigation and based on the information available, we determined that no error occurred.
  
  We thank you for the opportunity to respond to **************** complaint. If ********************* continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

• Initial Complaint

  Date:08/28/2023

  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.

  Someone keeps taking my money from my card from ********** and I live in ******** I filed plenty of disputes but they keep getting denied I would like my money back

  Business Response

  Date: 09/07/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by ******************************
   
  Claim ID: ********
   
  On May 7, 2023, Tonisha contacted us via phone regarding a transaction totaling $304.08 which Tonisha stated was unauthorized. We then opened an investigation into the matter and filed a dispute.
   
  On May 13, 2023, we applied a temporary credit to **************;account for the full amount of the dispute. This credit was provided to allow Tonisha with full use of the funds while we completed our investigation.
   
  On May 13, 2023, as part of our dispute investigation, we filed chargebacks for eligible transaction(s). A chargeback is a request to the merchant, from Chime, to have the funds from a disputed transaction returned to the member. Merchants are able to reject chargebacks and can provide their own evidence to show that a transaction is legitimate.
   
  On August 1, 2023, we notified Tonisha via email that we completed our investigation and based on the information available, we determined that no error occurred. As a result, we also notified Tonisha that the temporary credit issued on May 13, 2023 would be reversed and the account would be debited on May 13, 2023. 
   
  Claim ID: ********
   
  On May 18, 2023, Tonisha contacted us via phone regarding a transaction totaling $125.84 which Tonisha stated was unauthorized. We then opened an investigation into the matter and filed a dispute.
   
  On May 23, 2023, we applied a temporary credit to **************;account for the full amount of the dispute. This credit was provided to allow Tonisha with full use of the funds while we completed our investigation.
   
  On May 23, 2023, we notified Tonisha via email that we completed our investigation and based on the information available, we determined that no error occurred for five transactions. The remainder of the claim totaling $33.56 was determined to have been credited by the merchant and posted to **************;account.
   
  On May 23, 2023, Tonisha inquired about reopening the case, and a rebuttal claim was opened.
   
  On June 7, 2023, we notified Tonisha via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied.
   
  Claim ID: ********
   
  On May 19, 2023, Tonisha contacted us via phone regarding eleven Pay Anyone transfers totaling $2,150.00 which Tonisha stated were unauthorized. We then opened an investigation into the matter and filed a dispute.
   
  On May 22, 2023, we notified Tonisha via email that we completed our investigation and based on the information available, we determined that no error occurred.
   
  On May 23, 2023, Tonisha inquired about reopening the case, and a rebuttal claim was opened.
   
  On June 5, 2023, we notified Tonisha via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied.
   
  Claim ID: ********
   
  On May 31, 2023, Tonisha contacted us via phone regarding a transaction totaling $8.15 which ************;stated was unauthorized. We then opened an investigation into the matter and filed a dispute.
   
  On July 14, 2023, we notified Tonisha via email that we completed our investigation and based on the information available, we determined an error occurred. As a result, a credit in the amount of $8.15 was posted to Tonisha's account on July 14, 2023.
   
  Claim ID: ********
   
  On July 9, 2023, Tonisha contacted us via phone regarding a transaction totaling $31.04 which ******* stated was unauthorized. We then opened an investigation into the matter and filed a dispute.
   
  On July 12, 2023, we notified Tonisha via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied.
   
  Claim ID: *************
   
  On July 22, 2023, Tonisha contacted us via phone regarding a transaction totaling $22.15 which Tonisha stated was unauthorized.
   
  On July 22, 2023, the pending transaction totaling $22.15 expired. The funds were then returned to **************;account, available to spend.
   
  Please note, expired pending transactions will not appear in member statements and are not listed in members' transaction history.
   
  Claim ID: ********
   
  On July 22, 2023, Tonisha contacted us via phone regarding eleven transactions totaling $175.55 which ************;stated were unauthorized. We then opened an investigation into the matter and filed a dispute.
   
  On August 26, 2023, we notified Tonisha via email that we completed our investigation and based on the information available, we determined that no error occurred.
   
  On August 26, 2023, Tonisha inquired about reopening the case, and a rebuttal claim was opened. On the same day,  we notified Tonisha via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied.
   
  On August 27, 2023, Tonisha requested a copy of the documents we relied on in making our determination.
   
  On August 27, 2023, another rebuttal was opened.
   
  On August 29, 2023, we notified Tonisha via email that we reopened the claim based on the additional information provided and determined that no error occurred, and the claim remained denied. 
   
  On August 31, 2023, a copy of the documents Tonisha requested were forwarded to the email on file.
   
  We thank you for the opportunity to respond to *****************************;complaint. If ***************************;continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

• Initial Complaint

  Date:08/28/2023

  Type:Sales and Advertising 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 never applied for an account with this company, and had no idea who they were before they began contact with me. However, they have opened an account in my name, and between 8/21/23-8/22/23 I was send 4 emails "welcoming" me to Chime and alerting me that a debit card was being sent to me. I contacted them on 8/22/23. I initially called, and they asked for my SSN which I was incredibly hesitant to do, and refused. I was then referred to email them instead. I emailed and told them to immediately close all accounts associated with me. I received yet another email today 8/28/23. I want them to cease all contact with me, obliterate any information they have on me and destroy all accounts they have which are associated with me.

  Business Response

  Date: 09/06/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by Soan Park.
   
  Please note that Chime is a financial technology company, not a bank, and accordingly Chimes partner banks, The ************* N.A. or ************ N.A.; Members FDIC, provide their banking services. Chime and our bank partners take identity theft claims very seriously and we actively investigate these claims in line with current industry practices, which are approved by our partner banks. Chime always strives to make improvements to our operations, especially as it relates to preventing unauthorized third parties from using another individuals personal information for illegitimate reasons.
   
  Our records indicate that on August 21, 2023 an application for a Chime Checking Account using ***** information was submitted through Chimes website. Applicants are required to certify that the information provided at the time of enrollment is true, and as a result the application was deemed to be authorized and the application was approved.
   
  After a reasonable investigation, Chime flagged and closed the account on September 6, 2023. In order to prevent further unauthorized activity, Chime additionally flagged ***** personal information so no other accounts would be opened using ***** information on Chimes platform.
   
  As further reassurance, Chime would not report any information to external credit reporting agencies in relation to the unauthorized account, and ********************** will not hold Soan responsible for any activity on the account. Since ***** personal information was used to open the account in question, ********************** recommends Soan take the following precautions to monitor their identity:
  Review their annual credit report for any unauthorized accounts/activity
  Contact the major credit reporting agencies to place a freeze on their credit report
   3.  File an identity theft report at ******************************
   
  We thank you for the opportunity to respond to ******************* complaint. If Soan Park continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 09/07/2023

  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,
  
  Soan Park

• Initial Complaint

  Date:08/28/2023

  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.

  2020 I was a loyal customer of ********************** 3+ years. I used my account for saving and checking as I would with any other bank. During the Pandemic I started receiving my Unemployment benefits via my Chime account (it was my only account) I used it for everything day to day. June 1, 2020 Chime put a freeze on my accounts. I Reached out to Chime Via phone and Email. I was advised that I may have a been a victim of Fraud and was asked to send in Documentation. I promptly sent the necessary documents I was instructed to -to no Avail. Each time after Was asked to send in something different and I did. Each time I was given a new "reason" as to why my funds were still frozen. Now 3 years later and still pushing to get my accounts unfrozen, Chime has offered me NOTHING. No call back My funds both checking ($ *****) and Savings ($2,381) have yet to be released to me. I've called almost every week and keep getting "someone will be InTouch". No one has called or responded to my complaints.

  Business Response

  Date: 09/07/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by *********************.
  
  On June 1, 2020, during a routine monitoring of accounts, Chime's partner bank, ***************** N.A., identified some unusual activity regarding the amount and/or origin of certain funds which were deposited to ******** Chime account. As a result, a hold was placed on the account and documentation was requested from ****** that could verify the source of the funds deposited. On June 2, 2023, The account was closed.
  
  We've escalated this matter for further review. We appreciate *********************************.
  
  We thank you for the opportunity to respond to ****************** complaint. If ********************* continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20533255
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 09/07/2023

  Prior to contacting BBB , I exhausted direct contact with Chime bank to no avail. Ive sent every form of verification asked of me and still they commit theft against me , stealing my money. . My matters has been escalated for years and yet Ive received no answers to why they are committing these crimes against me. 

  Business Response

  Date: 09/17/2023

  Chime is in receipt of the complaint filed through the Better Business Bureau (BBB) by **********************
  
  We understand how important it is to retrieve ******** account funds. We have escalated this matter to the appropriate team for a follow up. We appreciate ********************************* while we work on this.
  
  We thank you for the opportunity to respond to ****************** complaint. If ********************* continues to have concerns regarding their complaint, please have them contact Chime directly by email at ********************************.