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:07/21/2025

  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 have a Lyft direct debit card issued by Stride bank. On Friday 7-18-25 a withdrawal transaction appeared on my account for $100 plus $2.50. It said atm transaction. I did not withdraw $100 from any atm on that day. I filed a dispute and was told that the investigation said it was me. If there was a real investigation it would have accessed the atm camera which would prove it was not me. Furthermore, at 1:59 pm on that day. I was at work at Walmart store 2110 in California from 7am to 4 pm.

  Business Response

  Date: 07/29/2025

  Hello,

  Thank you for reaching out to Stride Bank through the Better Business Bureau.  In your complaint, you state that you had an unauthorized transaction on your account.

  Stride Bank provides banking services on behalf of Payfare/LyftDirect.  As such, we reached out to Payfare to investigate your complaint.  They provided the following: 

  Payfare stated that the dispute claim was rightfully denied as the customer agreement outlines that the Zero Liability does not apply where a PIN is used to complete the transaction.  PIN use demonstrates that the charge was made by someone who was knowledgeable of the security PIN and, therefore, that the charges were authorized by the cardholder. However, as a goodwill gesture, a credit of $102.50 has been issued to their Lyft Direct account. 

  If you have any questions, please contact LyftDirect support via the LyftDirect app. 

  Best regards,

  Complaint Managment Program (C0)

  Stride Bank

  Customer Answer

  Date: 07/29/2025

  
  
  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:06/12/2025

  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 had 5 unauthorized charges on my Stride Bank debit card (see attached). I immediately reported this, cancelled my card and filed a complaint. The bank refused my claim and said that the purchases were authorized. I will swear on a stack of bibles 10 feet high that I did not authorize any of these charges. I am seeking full restitution.

  Business Response

  Date: 06/17/2025

  Hello,

  Thank you for reaching out to Stride Bank through the Better Business Bureau.  Stride Bank provides banking services to PayFare/LyftDirect.  As such, we reached out to Payfare to review your complaint.  They stated the following:

  The dispute claim was rightfully denied as the transactions in question do not qualify for a refund. The transactions reported as unauthorized passed full billing address verification. However, as a goodwill gesture, a credit of $139.54 has been issued to their Lyft Direct account.

  If you have any additional questions, please reach out to Payfare/LyftDirect through the LyftDirect App.

  Thanks,

  Stride Bank

  Complaint Managment Program (C0)

• Initial Complaint

  Date:06/06/2025

  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 been a loyal Chime customer with both a checking and savings account for several years. On June 5, 2025, I received an unexpected email notifying me that my account had been closed.
  I immediately contacted Chime customer service, and I was directed to reach out to Stride Bank, N.A. When I contacted Stride Bank, they informed me that they do not handle Chime accounts. After spending several hours being redirected between Chime and Stride Bank, no resolution was provided.
  Eventually, I was informed that my account was closed due to issues with my direct deposit from my employer. I offered to submit any necessary documentation to verify the legitimacy of the deposits, but I was told, "We don’t account anything like that," which I found both dismissive and unprofessional.
  I was then told that my money had been transferred to a Chime checking account, and that I was not entitled to a refund. I was further informed that any funds remaining in my account would be returned to the original senders, regardless of whether I had earned them or not. In fact, a direct deposit from my employer was processed that same day, and it was intercepted by Chime without being made available to me.
  I have worked hard for my money, and I find it unacceptable that my funds have been seized without proper explanation, due process, or the opportunity to retrieve what I rightfully earned. This situation has caused significant stress and financial hardship.

  Business Response

  Date: 06/11/2025

  Hello,
  
  Thank you for reaching out to Stride Bank regarding your
  complaint through the Better Business Bureau.  Stride Bank provides banking services on behalf
  of Chime – a financial technology company. 
  As such we reached out to Chime to investigate your complaint.  They provided the following statement:
  
  At Chime, protecting the privacy
  and security of our members is a top priority. Due to the sensitive nature of
  account-specific information, we are unable to discuss individual account
  details.
  
  For any additional questions or
  if you need further assistance, our Member Services team is available and happy
  to help. You can reach us directly by calling ************.
  
  Thank you,
  Stride Bank
  Complaint Management Program (C0)

• Initial Complaint

  Date:06/05/2025

  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 June 5th 2025 at 2:41 PM I received an email from chime stating that my account. What's close. I called customer service and they faded fraudulent activity, but there's no fraudulent activity, because they couldn't tell me what they considered to be fraudulent activity. They told me I needed to call strat bank because they were the ones that closed my account. I called scribe bank and they could not give me any answers to why my account was closed. So I asked him, what would he do with my money? They say they were going to send it back to cinders, which I did not understand how they can send it back to cinders, when there was many cinders, and I had already spent some money on paying bills. I thought that was strange, because most times if this anyone closed your account, they would give you a chick, but they didn't, they say they were gonna send it back to senators? I just want my money.

  Business Response

  Date: 06/11/2025

  Hello,
  
  Thank you for reaching out to Stride Bank regarding your
  complaint through the Better Business Bureau.  Stride Bank provides banking services on behalf
  of Chime – a financial technology company. 
  As such we reached out to Chime to investigate your complaint.  They provided the following statement:
  
  At Chime, protecting the privacy
  and security of our members is a top priority. Due to the sensitive nature of
  account-specific information, we are unable to discuss individual account
  details.
  
  For any additional questions or
  if you need further assistance, our Member Services team is available and happy
  to help. You can reach us directly by calling ************.
  
  Thank you,
  Stride Bank
  Complaint Management Program (C0)

• Initial Complaint

  Date:06/05/2025

  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 received 2 emails from chime bank (stride bank is the parent bank) only saying my accounts are closed and to call chime for details. I called chime four times each time I told they can't tell me any details as to why my accounts are closed and when I ask to speak with a supervisor he said something was wrong with the system and to wait an hour for it to be restored. It never was. That was the 1st call. The second third and fourth time I got when I ask to speak to a supervisor I'm told there are none available and then they actually hang up!!! I have over $2300 in my savings account i need my money to move next week and nobody will give me any answers. I was told to look on chime website on section 9. There is no such thing! I've been all over that website. Please help me!!

  Business Response

  Date: 06/11/2025

  Hello,
  
  Thank you for reaching out to Stride Bank regarding your
  complaint through the Better Business Bureau.  Stride Bank provides banking services on behalf
  of Chime – a financial technology company. 
  As such we reached out to Chime to investigate your complaint.  They provided the following statement:
  
  At Chime, protecting the privacy
  and security of our members is a top priority. Due to the sensitive nature of
  account-specific information, we are unable to discuss individual account
  details.
  
  For any additional questions or
  if you need further assistance, our Member Services team is available and happy
  to help. You can reach us directly by calling 844-244-6363.
  
  Thank you,
  Stride Bank
  Complaint Management Program (C0)

  Customer Answer

  Date: 06/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As I have stated I did call Chime bank 4 times and asked for details about my account being closed and they said they could not give me the details about MY account in which I was calling about. Not mention $200 from my savings account and gave me a $40 appreciation credit. This response from Stride Bank/Chime is not acceptable.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/05/2025

  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 had a bank account with chime which is under stride bank for some years now with no problem then all of a sudden to day they just closed my act without notice and or warning and all my money is now gone. i called chime and they said they have no control over it and i had to contact stride bank and when i called stride bank they said that i had to contact chime.. no one can tell me why my acct was closed and according to chime my money is just gone

  Business Response

  Date: 06/11/2025

  Hello,
  
  Thank you for reaching out to Stride Bank regarding your
  complaint through the Better Business Bureau.  Stride Bank provides banking services on behalf
  of Chime – a financial technology company. 
  As such we reached out to Chime to investigate your complaint.  They provided the following statement:
  
  At Chime, protecting the privacy
  and security of our members is a top priority. Due to the sensitive nature of
  account-specific information, we are unable to discuss individual account
  details.
  
  For any additional questions or
  if you need further assistance, our Member Services team is available and happy
  to help. You can reach us directly by calling ************.
  
  Thank you,
  Stride Bank
  Complaint Management Program (C0)

• Initial Complaint

  Date:06/05/2025

  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 got an email chime saying my account was closed. I contacted chime through stride bank and was told account was closed and was given no reason or explanation. They said I couldn't get my money back that is in my account. I want my money. I've been with them over a year and have had zero issues. I'm not the only one this has happened to.

  Business Response

  Date: 06/11/2025

  Hello,
  
  Thank you for reaching out to Stride Bank regarding your
  complaint through the Better Business Bureau.  Stride Bank provides banking services on behalf
  of Chime – a financial technology company. 
  As such we reached out to Chime to investigate your complaint.  They provided the following statement:
  
  At Chime, protecting the privacy
  and security of our members is a top priority. Due to the sensitive nature of
  account-specific information, we are unable to discuss individual account
  details.
  
  For any additional questions or
  if you need further assistance, our Member Services team is available and happy
  to help. You can reach us directly by calling ************.
  
  Thank you,
  Stride Bank
  Complaint Management Program (C0)

• Initial Complaint

  Date:06/05/2025

  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.

  My bank account was closed WITHOUT my consent or prior knowledge, causing me to lose access to all of my funds in the account. When I called support, they told me that there User Agreement was not upheld but with no other information as to why the account was closed and no answer regarding how to access my funds that were in the account. I was told that my account was not eligible for refund.

  Business Response

  Date: 06/09/2025

  Hello,

  Thank you for reaching out to Stride Bank through the Better Business Bureau ("BBB").  Stride Bank provides banking services on behalf of Chime-a financial technology company. As such, we reached out to Chime to investigate your complaint.  They provided the following details:

  Due to the sensitive nature of the account specific information, Chime is unable to provide account details regarding the closure of the account. 

  We understand that this is not the response you were looking for but is all the information we can provide.  

  If you have any questions, please contact Chime Member Services via phone at 844-244-6363 or via email at

  Thanks,

  Stride Bank

  Complaint Managment Program (C0)

• Initial Complaint

  Date:06/05/2025

  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 am writing to inform you about a fraudulent account that has been opened in my name with Chime/Stride Bank NA. I am a victim of identity theft and did not authorize the opening of this account. Below are the details of the fraudulent account:
  
  Creditor Name: Chime/Stride Bank NA
  Opened Date: 1/2/2021
  Account Number: ******XXXXXX
  High Credit: $3,915
  
  I kindly request that you close this account immediately and remove any negative information associated with it from my credit report. Additionally, I would appreciate it if you could provide confirmation of the account's closure and any relevant documentation related to the fraudulent activity.
  
  
  
  Thank you for your prompt attention to this matter.

  Business Response

  Date: 06/09/2025

  Hello,

  Thank you for reaching out to Stride Bank through the Better Business Bureau ("BBB").  Stride Bank provides banking services on behalf of Chime-a financial technology company.  As such, we reached out to Chime to investigate your complaint and they provided the following: 

  The Chime Builder Credit Account was closed on July 22, 2023 due to delinquency.  The account was opened on January 21, 2021.  Chime confirmed the name, address and account number provided matched the information on file.

  In order to update the credit report, Chime requests that you provide proof of your identity theft claims such as a police report or an FTC identity theft report. 

  If you have any questions or to provide the requested documents, please contact Chime Member Services via phone at ************ or via email at [email protected].

  Thank you,

  Stride Bank

  Complaint Management Program (C0)

• Initial Complaint

  Date:05/27/2025

  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 received an email in the middle of the night saying my bank account was scheduled to be closed next month. I contacted customer support and was given a vague reason about violating the member agreement but they couldn’t or wouldn’t give me any details. When I tried to press them for more info they disconnected the call. I tried this twice.

  Business Response

  Date: 06/02/2025

  Hello Melissa,

  Thank you for reaching out to Stride Bank through the Better Business Bureau.  Stride Bank provides banking services on behalf of Chime -a financial technology company. As such, we reached out to Chime to investigate your complaint and they provided the following:

  Your account is set to close due to a violation in the Stride account terms.  Your account is not eligible for re-enablement but is eligible for a refund of any balance due to the member within 14 days of closure. You called Chime twice on May 27, 2025 inquiring about this matter. In both instances, the agents provided you with all the information they had available.

  We understand this is not the explanation you were expecting; however, it is all the information we can provide.  

  Thanks,

  Complaint Managment Program (C0)

  Stride Bank 

  Business Response

  Date: 06/04/2025

  Thank you for reaching out regarding the response to the complaint.  Stride Bank maintains that your account was closed due to a violation in the account terms.  This is the only information that we provide regarding this matter. 

  Kindly,

  Complaint Management Program (C0)
  Stride Bank 

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Without an explanation as to what the violation was, there is a good chance that the “issue” is fabricated, especially given other complaints I have seen online about the same behavior on the part of Stride Bank.  As I said before I am not aware of anything  I did that was wrong.  
  
  
  
  Sincerely,
  
  
  
  ******* *******