Consumer complaint received 2023-07-11
Company: Chime Financial Inc
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
For over two months, Chime has failed to provide me with an image/ copy of the cashed check they mailed on my behalf on XX/XX/XXXX for {$400.00} to XXXX XXXX XXXX. This is extremely time sensitive as I am facing eviction because of this. 

I have a checking account with the online banking service Chime. I have banked with them for several years. On XX/XX/XXXX, I used their bill-pay service called Chime Checkbook to mail a check to my leasing office on my behalf. The check was for {$400.00}, made out to XXXX XXXX XXXX. This amount was more than half of my XX/XX/XXXX rent. I sent the subsequent rent check on XX/XX/XXXX ( Chime voided that check ). Per Chime, the check was estimated to be delivered by XX/XX/XXXX. 

On XX/XX/XXXX, I noticed the check had yet to be applied to my rent balance. When I called my leasing office, they told me they had not received the check. I contacted Chime they informed me that the check had been cashed. When I advised my leasing office that the check was cashed, they told me that I would need to obtain a copy of the cashed check from Chime so that they could further investigate where my check may have been applied and credit my rent balance. 

There have been several escalations submitted to obtain a copy of the cashed check with no resolution : My initial request for a copy of the cashed check was opened on XX/XX/XXXX. 
o Support Request # XXXX- requested a copy of the cashed check via the live chat in the Chime mobile app ; this ticket was closed on XX/XX/XXXX with no resolve Support Request # XXXX- requested a copy of the cashed check via the live chat in the Chime mobile app. This ticket was closed around XX/XX/XXXX and has yet to receive a resolution. 
Support Request # XXXX- requested a copy of the cashed check via the app ; this ticket is still open and has no resolution. 
I called Chime, and an escalation was submitted on XX/XX/XXXX under the ticket entitled " Phone Call from User ID XXXX, '' it is still open with no resolution. 
o XXXX XX/XX/XXXX, XXXX from XXXX XXXX emailed me and informed me that I would receive a copy of the cashed check within 3-5 business days. I have not.

Despite the Disputes Department and Member Services confirming with me over the phone and chat that the Disputes Department does not handle Chime Checkbook payments, these escalations have been forwarded to them approximately six times.

o Each time the escalation is forwarded to the Disputes Department, nothing is done with them, and no follow-up with Member Services or me informing them that they have received the escalation in error. 

I have communicated with Chime countless times via phone, live chat, and email. No one has been able to help. The following are some of the issues that I am encountering when I try to resolve the matter : When I called Chime, they told me they had no access to the copy of the check and had to escalate the issue to their Written Department ( back office ). 
o Each time that is done, I get an email that my request is going to the Disputes Department.

o Even though the escalation is not working, they refuse to employ any other option to resolve the matter.

o I was told on a call that I recorded ( with their knowledge ) that hypothetically if my request was incorrectly routed to the Disputes Department 10 times in a row, I could only call back in for them to submit the same request again.

When I try chatting in, the live agents tell me that they do not have access to the check, and the only thing they do is submit an escalation.

o The Escalations are either closed with no resolve, incorrectly routed to the Disputes Department, or a message asking me if I still need assistance. 
When I email them at XXXX, I get emails asking me if I still need help, emails asking me what I need help with ( even though I will have explained in my initial email or my request gets routed to the Disputes Department.

Worst of all, my leasing office has been as patient as they are willing to be, and now I am facing eviction because of the late rent. I do not have the extra {$400.00} in my budget to replace the lost check. 

I appreciate your helping me get a copy of the cashed check. 

( XXXX XXXX XXXXXXXX )

Company response to consumer: Closed with explanation