Consumer complaint received 2023-05-23
Company: Chime Financial Inc
State: KS
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
This complaint is a continuation of a complaint that you just closed. Case # XXXX. Chime Bank did not do as they claim to have done. They made a claim that they sent the documents I requested on XX/XX/XXXX. Firstly I requested these documents be mailed to me, not emailed to me. Secondly I received a document from them today for the first time, via email, not XXXX as requested. Thirdly, the document they provided does not address the issues at hand. the document has been very redacted and actually does not provide any information that is relevant, and the document has been altered by Chime and makes statements that they claim I made, but I did not make, In addition, Chime has excluded all the documents I submitted, and that means this was an incomplete investigation. I will attach the document they sent me for your review. 

Their document shows the time the funds were sent, but not when they were received. They also do not include information as to who the deposit was received by. The portion that claims to name a receiver of the funds is completely blacked out. This does not tell me at all if the funds were still received by no one or if they were received by someone and the name is blacked out. If there was an actual recipient then I most certainly am entitled to know who received my funds. 

In the section labeled as Supporting Documentation XXXX. Documentation you supplied in relation to this dispute, as previously mentioned there are none of the documents I supplied that are shown here and have been excluded from the documents I supplied inventory list here. I supplied numerous documents that are not shown. 
At no point did I make the statement that the recipient could not make an account to claim the funds as they say I did. This is blatent forgery on their part as these were not my words. I stated that the recipient did not have an account nor are they required to have an account as Chime told me. I never said they could not, I said they did not have one and one isnt required. 
Chime is also aware of the recipients name and email address. I provided this information many times. The email address the money was sent to was XXXX, and the recipients name was XXXX. I can verify this as i have copies of many emails to and from them with this information. 

Something has to be done about institutions like these. They are ommitting evidence, excluding evidence, inputting statements that were not made by me, and redacting what they claim to be documents used in a decision making process. With the document redacted or blanked out, of which I can not tell, this is not a complete document and that means it is not the document I requested. The did not make their decision based off of information they could not read, they must have been able to read it to make a decision. If they were using a legible document, not this redacted version of a document, than that is what they are required to provide. I did not request part of a manufactured and fabricated document, I requested the actual documents. If you continue to allow these institutions to make and break the rules at will, your office serves no purpose. 

I am including in the attachments the email received by the recipient about the funds sent, however when clicking to accept the funds, a message was displayed indicating the recipient was to contact customer support. When the recipient contacted customer support via email, this is the response the recipient received numerous times. As you can see in the email they received, Chime offered no support to the recipient. Firstly, Chime addressed the email wrong. They have the recipients email address but have input my name in the address. XXXX the recipient address, however they have input the senders name here with the recipients address. This is a mistake they were informed about many times. They go on to address me, the sender, as if I were the recipient, which I am not, and say " if I have a Chime account ... '' As the sender, of course I have a Chime account or I would not have been able to send the money. The recipient does not have a Chime account and therefore was unable to receive any customer service on the issue. The recipient was unable to utilitze the chat button they refer to because the recipient is not a Chime member. For the same reason the recipient could not call for support. Chime offered no support to the recipient thus making this impossible for the recipient to receive the funds I sent. 

I am also including an email from Chime on XXXX stating they made a decision about this dispute. I requested documentation that very day. This is proof that Chime exceeded the timeframe to supply the documents requested. If Chime did provide these documents to me on XX/XX/XXXX as they claimed, which they did not, the documents were actually on XX/XX/XXXX, but even if they were provided on XX/XX/XXXX and the documents were requested on XX/XX/XXXX, than that is still XXXX month after the request was made. Chime violated the timeframe to provide documents. One month exceeds the allowed timeframe. There is evidence here.

Company response to consumer: Closed with explanation