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:06/23/2023

  Type:Billing 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 disputed a few charges from a merchant who over charged me, and if you look at the documentation the investigation was over and denied within a day. I’ve sent in documents proving I haven’t authorized these transactions and Chime or “Bancorp Bank” just even take the time out their day to respond.

  Business Response

  Date: 07/07/2023

  July 7, 2023
  
  
  
  
  
  
  RE: BBB ID 20228104
  
  Dear Mr.
  **********,
  
  This letter is in
  response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the
  Better Business Bureau regarding your Chime demand deposit account
  (“Account”).  The Bank provides banking services to Chime Financial, Inc.
  (“Chime”), the program manager.
  
  Our review of
  the Account records indicates on June 13, 2023, you contacted member services
  to dispute five unauthorized transactions to Prizepicks totaling $1,750.00. A
  claim was opened, and an investigation began.
  
  On June 14, the investigation concluded, and based upon the
  available information, it was determined no error occurred. An email was sent
  advising no credit would be issued.
  
  That same day, a rebuttal investigation was opened at your
  request. Provisional credit was applied to the Account for the full amount of
  the dispute. An email message was sent advising you of the update and that if
  the claim was denied, the provisional credit would be reversed.  Once the claim is finalized a notification
  email will be sent to you with the results.
  
  We trust you are satisfied with
  the update and if you have questions about this letter, please send your
  message to the Bank using the email address shown below.
  
  
  Sincerely,
  
  
  Consumer
  Research Team
  The Bancorp
  Bank, N.A.
  [email protected]
  
  
  

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 20228104
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:06/21/2023

  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.

  TEXAS WORKFORCE COMMISSON SENT IN THE AMOUNT OF 62.00 times 2 on may 2,2023/228 on may 31,2023 that i never recieved i awared TWC and they e mailed BANCORP OF THE ERROR AND THEY HAVE DECLINED COMMENT AND DID NOT RE SEND THE MONEY BACK TO THE SENDER WHICH IS TWC IVE DONE ALL I CAN DO AT THIS POINT I NEED HELP BECAUSE THERE NOT LISTENING TO ME ITS A SHAME THAT A PLACE CAN DO A COUSTOMER LIKE THIS IAM EMOTIONALLY DRAINED FROM THIS AND IAM TIRED SO IF YOU GUYS CAN HELP ME WITH THIS TO GETTING MY MONEY BACK WILL HELP ME KINDLY.

  Business Response

  Date: 07/14/2023

  July 14, 2023
  
  
  
  RE: BBB ID 20217855 
  
  Dear Ms.
  ******,
  
  This letter
  is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the
  Better Business Bureau regarding your Xpectations! Visa Prepaid Card (“Card”). The Bank issues the Card
  on behalf of PLS Financial Services, Inc., the program manager.
  
  A review of our records indicate on June 7, 2023, you
  contacted customer service to report two expected direct deposits had not
  posted to the Card.
  
  We have since found that the applicable deposits were
  received and posted to third-party’s Card account using the account number
  provided by your employer in ACH file. 
  To clarify, your employer has a third-party’s account number on file
  instead of yours.  We strongly encourage
  you to contact your employer and make the necessary changes to ensure future
  deposits are applied to your Card.
  
  As a courtesy, on June 27 and July 14, the funds from the
  applicable deposits were transferred to your Card account.
  
  We trust this addresses your
  concerns.  If you have questions about
  this letter, please send your message to the Bank using the email address shown
  below.
  
  Sincerely,
  
  
  Consumer
  Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  

• Initial Complaint

  Date:06/19/2023

  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.

  I have tried to resolve this issue with chime customer service several times. I called chime multiple times to inform them that a card I reported lost is still allowing transactions to go through. I have also sent several emails with proof the deactivated card still has transactions. Chime continues to state that the transactions are going through on the new active card, instead of the old inactive card, even though I have sent proof of this! Now today, chime deactivated my new card, without my authorization or without notification. Apparently they started a dispute on the charge that went through on the old card, even though the charge had not yet settled. Chime has no local branches, and refuses to expedite the new new card, or reactivate my card even though the card they deactivated was done by them by mistake. They also are not allowing me to dispute charges that were made on the old card, they keep saying the charges with through on the new card, even though I have sent in proof. The representatives hung up on me several times today, so I am hoping this will resolve this matter.

  Business Response

  Date: 07/06/2023

  July 6, 2023
  
  
  
  RE: BBB ID
  20206749
  
  Dear Ms. *****,
  
  This letter is in response to the complaint the Bancorp Bank,
  N.A. (“Bank”) received from the Better Business Bureau regarding your Chime demand deposit account
  (“Account”).  The Bank provides banking
  services to Chime Financial, Inc. (“Chime”) the program manager.
  
  According to our records on June 3,
  2023 you contacted Chime to inquire about charges being made with the Chime
  Visa Debit Card ending in 8974.  Please
  note, that card was cancelled on January 28 and was replaced with card number
  ending in 7675. 
  
  When reviewing the
  transaction history, we can see the applicable merchants have the card ending
  in 8974 from prior usage and are attempting new charges.  These attempts
  are being denied due to the card status but then are being successfully submitted
  with the new card (ending 7675), due to Visa Account Updater (VAU). You can opt
  out of this option if you no longer want it to occur automatically by
  contacting Chime via phone or email ([email protected]).  
  
  If you didn’t make the charges with
  the merchants, please contact Chime and request a dispute be opened on the transactions
  in question.        
  
  We are sorry for the confusion
  and if you have questions about this letter, please send your message to the
  Bank using the email address shown below.
  
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  

• Initial Complaint

  Date:06/19/2023

  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.

  There were 27 unauthorized transactions from June 6th, 2023 to June 16th, 2033 that were taking out of my account and used on a PrizePicks. I was not aware of any of this due to me not having direct access to my account during this time at all. I contacted chime and made a dispute on these charges on June 16, 2023 when I was able to recover my account. The claim was denied abruptly only 3 days later and the claim was only confirmed on June 18th, 2023. Chime haven’t gave me any denial reasons and seemingly not caring about my money. I remade a claim today and they’re still not understanding. There’s 27 transactions so there’s too many for me to list. In my account the transactions that were unauthorized are every PrizePicks transaction beginning on June 6th, 2023 at 1:14PM to June 16th, 2023 at 1:46PM.

  Business Response

  Date: 07/05/2023

  July 5, 2023
  
  ********* ********
  **** ********* ***** ****
  ******* ** *****
  
  Re: BBB ID 20206120
  
  
  Dear ********* ********:
  
  This letter is in response to the complaint The Bancorp
  Bank, N.A. (“Bank”) received from the Better Business Bureau regarding your
  Chime demand deposit account (“Account”). The Bank provides banking services to
  Chime Financial, Inc. (“Chime”), the program manager.
  
  Our review of the records indicates you contacted Chime on
  June 16, 2023, to report 27 unauthorized charges from Prizepicks totaling
  $3,010.00 that had posted to your account between June 6, 2023, and June 16,
  2023.
  
  On June 19, 2023, the investigation concluded and based on
  the available information, it was determined no error occurred. An email was
  sent advising you of the outcome and that no credit would be issued.
  
  That same day, a rebuttal investigation was opened at your
  request. On June 29, it was determined that the new information didn’t change
  the original outcome.  An email was sent
  advising you of the outcome. 
  
  We understand this was not the resolution you were seeking
  but we believe the investigation of your claim was properly conducted and resolved.  If you have questions about this letter,
  please send your message to the Bank using the email address shown below. 
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  

• Initial Complaint

  Date:06/19/2023

  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 or around march 12-14th i opened up a chime account in order to receive my tax refund 5 days sooner like Chime advertised i would have never opened the account if Chime didn’t offer that service. Everything was good until i received my card in 7-10 business days. Once i received my card i tried to activate it over the phone but it didn’t work so i tried to log into my account that didn’t work, so i called chime and they told me i entered the wrong information and i know that i did not put the wrong information. For months Chime have been telling me to send documentation as provided to prove my identity and that’s what i did i’ve sent over the requested documents at least 10 times to both Chime Support and Chime Review no one in real life replies to me i constantly get the automated messages and that is very stressful. As Chime knows i’m now homeless with a wife and 3 year old daughter i wouldn’t be in this situation if Chime wouldn’t have mistakenly suspended my account over 3 months ago! i feel like it shouldn’t take anyone in life this long to unlock and account especially when i’ve provided all the requirements that the company has asked for and i just want my money back i don’t care to bank with Chime anymore. I have over $20,000 from my tax return stuck in my Chime account for no reason and i reached out to the BBB and CFPB because i have no other options.

  Business Response

  Date: 07/11/2023

  ******* *********
  **** ***** ******
  ****** ***** ** *****
  
  
  RE: BBB ID: 20204807
  
  Dear Mr. *********,
  
  This letter is in
  response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the
  Better Business Bureau (“BBB”) regarding the Chime demand deposit account
  (“Account”).  The Bank provides banking services to Chime Financial, Inc.
  (“Chime”), the program manager.
  
  Our review of
  the Account records indicates it was opened using your personal information on
  March 5, 2023. 
  
  On March 17,
  a tax deposit from the Internal Revenue Service (“IRS”) was received and posted
  to the Account.
  
  On May 16,
  the Account was permanently closed after you contacted the Bank to report it
  had been opened without your authorization.
  
  On July 10, after
  reviewing the complaint, the Bank returned the tax deposit to the IRS. We
  encourage you to work directly with IRS regarding your funds.
  
  We have enclosed an Identity Theft packet for you to fill
  out and return if you wish.
  
  If you have
  any questions about this letter, please send your message to the Bank using the
  email address shown below.
  
  Sincerely,
  Complaints Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  Enclosure:  Identity
  Theft packet

• Initial Complaint

  Date:06/18/2023

  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.

  I called chime to make a dispute about some charges on my account I work and live in nyc at location *** * **** ******** ** ****6 a merchant charged my card for almost 3000 dollars and now chime don’t wanna give me my money back the supervisor ask me to send in supporting documents to show where I was when the transactions took place I sent it they keep denying my claim also someone hacked my chase account through my chime and took all my money now chime don’t wanna give me my money back I spoke with the merchant and they said they would close the account someone used my cards on this website and now all my moneys gone I need my money back asap claim#10448510 transaction date 6/11/23 and also that’s not my billing address to that card they charged on that site

  Business Response

  Date: 06/28/2023

  June 28, 2023
  
  
  ******** ******
  *** **** **** ******
  *** ***
  ********* **  *****
  
  
  RE: BBB ID Number 20202099
  
  Dear Ms. ******,
  
  This letter is in
  response to the complaint The Bancorp Bank, N.A. (“Bank”) received from the Better
  Business Bureau regarding your Chime demand deposit account (“Account”). 
  The Bank provides banking services to Chime Financial, Inc. (“Chime”), the program
  manager.
  
  Our review of the records indicates
  you contacted Chime on June 14, 2023, to report disputed transactions. Below is
  a recap of the claims opened on your behalf.
  
  Claim ID 10448510
  
  The dispute claim was opened on June 15 and included 8 unauthorized transactions totaling $1,395.00.
  Later that day the investigation ended and based on the available information it was determined no error occurred. An email was sent informing you of the outcome.
  Upon review of the complaint, Chime has determined that further investigation is warranted.  You will be notified by email once the investigation is completed. 
  
   Claim
  ID 10460228
  
  The dispute claim was opened on June 14 and included 16 unauthorized transactions totaling $1,778.00.
  On June 15 the investigation concluded and based on the available information it was determined no error occurred. An email was sent informing you of the outcome.
  Upon review of the complaint, Chime has determined that further investigation is warranted.  You will be notified by email once the investigation is completed. 
  
  We trust you are satisfied with the updates and if you have questions
  about this letter, please send your message to the Bank using the email address
  shown below.
  
  
  Sincerely,
  Consumer
  Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  

  Customer Answer

  Date: 07/11/2023

  Better Regards,

  they charged my card for transaction in New Jersey and I live in New York I showed them where I was on the time and place of this dispute 

  
  

  
  

  Complaint ID: 20202099
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:06/13/2023

  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.

  I contacted this company more then once for stolen card. And someone used it spent over $700 and they said it was me and it wasn't. They are not refunding my money said no error occured. But I haven't used my card all of May. I'm contacting a lawyer too this is nuts. It's happened to other people too I'm not going to let slide. I would like my money back. And yes I am overdrawn 21 but I'm not going to use them anymore if I'm not getting my money back that I did use or authorize. I didn't use my card the month of May at all this bank uses Chime which is what I'm through

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  
  
  RE: BBB ID 20183251
  
  Dear Ms. ****
  
  This letter
  is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from
  the Better Business Bureau regarding your Chime demand deposit account
  (“Account”). The Bank provides banking services to Chime Financial, Inc.
  (“Chime”), the program manager.
  
  Our
  review of the records indicates that on May 20, 2023, you contacted Chime to dispute
  54 unauthorized transactions totaling $733.49. A claim was opened, and the
  investigation began.
  
  On May 15, the investigation concluded and based on the
  information available, it was determined that an error occurred for 1
  transaction totaling $9.99. Credit for this charge posted to the account that
  same day. It was also determined that no error had occurred for the remaining
  53 transactions totaling $723.50. An email message was sent advising you of the
  outcome and that no credit would be issued for these transactions.
  
  On May 30, you initiated a rebuttal request, but it was
  determined the additional information provided did not change the original
  claim decision. As a result, the claim remained denied.
  
  Upon receipt of your complaint, a rebuttal request was
  initiated. You will be notified via email of the results of the investigation
  no later than August 1, 2023.
  
  If you have
  questions about this letter, please send your message to the Bank using the
  email address shown below.
  
  Sincerely,
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  
  

• Initial Complaint

  Date:06/13/2023

  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.

  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against Chime Bank regarding the closure of my bank account without any valid reason or authorization. I am deeply dissatisfied with Chime Bank's handling of this matter and the resulting inconvenience it has caused. I kindly request your assistance in resolving this issue and ensuring the reopening of my account.
  
  On June 9, 2022, I received notification from Chime Bank stating that my account had been closed. To my surprise, I had not requested nor authorized this closure.
  
  The sudden closure of my account has had a severe impact on my financial activities, causing significant disruption to my ability to access funds, make necessary transactions, and manage my finances effectively. I have made numerous attempts to contact Chime Bank's customer support, but I have received no satisfactory response or explanation for this account closure.
  
  I believe that the closure of my account was done in error or based on incorrect information. I have maintained a positive balance, promptly responded to any requests for verification, and fulfilled all obligations as a Chime Bank customer.
  
  I have made repeated efforts to resolve this matter directly with Chime Bank, but they have failed to provide a satisfactory resolution. Therefore, I am turning to the Better Business Bureau for intervention and assistance in resolving this dispute. I kindly request that you investigate this issue thoroughly and ensure that Chime Bank reopens my account without any further delay.
  
  I trust that the Better Business Bureau will handle this matter with the utmost attention and ensure a fair and timely resolution. I appreciate your assistance and look forward to a positive outcome that restores access to my Chime Bank account.
  
  Thank you for your attention to this complaint. I anticipate your prompt response and action.
  
  Sincerely,

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  
  ****** *****
  ** ******** *** *** **
  ************ ** *****
  
  
  RE: BBB ID 20180790
  
  Dear Mr.
  *****,
  
  This letter
  is in response to the complaint The Bancorp Bank, N.A. (“Bank”) received from
  the Better Business Bureau regarding your Chime demand deposit account
  (“Account”).  The Bank provides banking
  services to Chime Financial, Inc. (“Chime”) the program manager. 
  
  Our review of the records indicates on June 9, 2023, the
  Bank exercised their right as described in the Deposit Account Agreement to
  close the Account due to high-risk activity.
  
  On June 12, a refund check of $0.54 was sent to the Woodside
  Terrace address listed above. Please note, the account is
  not eligible to be re-enabled.
  
  If you have questions about
  this response, please send your message to the Bank using the email address
  shown below.
  
  Sincerely,
  
  
  Consumer Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/12/2023

  Type:Billing 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.

  On April 12 my wallet was stolen, I contacted Chime as soon as I saw I had unauthorized transactions on my account while they were pending. They did not stop the transactions and once they were cleared, two days later they said they were done with their investigation. (they claimed that they made no mistake!) I had filed a rebuttal, and they denied that claim as well! Now I have a third rebuttal filled with them. They sent me a document that said that where the withdrawal was from was within so many miles of my home. I am disabled and have no transporation! They also said that it looked like routine withdrawals, I usually do not make large withdrawals at an ATM, and even though the theif even tried to continue to withdraw funds way over my daily limit, (I know my daily limits) they are still saying it was me! When I asked if they contacted the credit union that the ATM is located if they verified who's picture does it show on the withdrawals, they have not even done that! The local police are not any help either. Now I got a call from the SSC in Texas and over $500,000. have been connected to my social security number in illegal cash laundering and drug trafficking! I want them to refund my money, it was over a month's mortgage payment!

  Business Response

  Date: 06/22/2023

  June 22, 2023
  
  
  ***** *****
  ***** ***** **** **
  ******* **  *****
  
  
  RE: BBB Case Number 20173292
  
  Dear Mr. *****,
  
  This letter
  is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the Better Business Bureau regarding
  your Chime demand deposit account (Account). 
  The Bank provides banking services to Chime Financial, Inc.
  
  Our review of the Account records indicates on April 12, 2023,
  you contacted Chime to dispute two unauthorized ATM transactions totaling
  $505.00. A claim was opened, and the investigation began.
  
  On April 21, based on the available information, it was
  determined that no error occurred.  An
  email was sent informing you of the outcome. 
  
  We see more than one rebuttal has been filed but no new
  information was presented to change the original outcome and emails were sent
  informing you of the results.  
  
  Upon review of the complaint, Chime has determined that an
  error occurred on June 18.  As a result,
  permanent credit was issued, and an email was sent informing you of the
  outcome. 
  
  We trust you are satisfied with
  the update of your claim and if you have questions about this letter, please
  send your message to the Bank using the email address shown below.
  
  Sincerely,
  
  
  Consumer
  Research Team
  The Bancorp Bank, N.A.
  [email protected]
  
  
  

  Customer Answer

  Date: 06/24/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  Complaint ID: 20173292
  
  

  
  

  
  

  
  

   

  
  

   

  
  

   

• Initial Complaint

  Date:06/10/2023

  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.

  My dispute was denied and it is completely obvious that my account was compromised. I was paid a direct deposit of $506.04 at 3:54am on April 20th. Someone changed my account information at 8:07am then transferred my money around and maid two back to back purchases in the amounts of $300.00 & $209.00 at 8:28 & 8:29. I called chime support around 9:30 because I could not get into my account via APp and I saw the email that my information has been changed. I took me a hour and 20 minutes to recover my account I talked to multiple departments before I was placed in the right department. I sent the email of the information change already. I really need my money back I did not authorize those charges I didn’t even has access to my account at the time of the transactions. Please in a timely manner resolve this issue as soon as possible thank you.

  Business Response

  Date: 06/23/2023

  June 23, 2023
  
  
  
  RE: BBB Case Number 20168559
  
  Dear Mr. *******,
  
  This letter
  is in response to the complaint the Bancorp Bank, N.A. (Bank) received from the Better Business Bureau regarding
  your Chime demand deposit account (Account). 
  The Bank provides banking services to Chime Financial, Inc.
  
  Our review of the Account records indicates on April 20, 2023,
  you contacted Chime to dispute two unauthorized transactions totaling $509.00.
  A claim was opened, and the investigation began.
  
  On May 1, based on the available information, it was
  determined that no error occurred.  An
  email was sent informing you of the outcome. 
  
  We see a rebuttal was filed on May 1 but the new information
  presented didn’t change the original outcome and an email was sent informing
  you of the result.  
  
  Upon review of the complaint, Chime has determined that an
  error occurred on June 20.  As a result,
  permanent credit was issued, and an email was sent informing you of the
  outcome. 
  
  We trust you are satisfied with
  the update of your claim and if you have questions about this letter, please
  send your message to the Bank using the email address shown below.
  
  Sincerely,
  
  
  Consumer
  Research Team
  The Bancorp Bank, N.A.
  [email protected]