Consumer complaint received 2023-07-09
Company: Chime Financial Inc
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023 I walked into the XXXX  on XXXX XXXX and walked up to atm XXXX XXXXXXXX. At XXXX I inserted my chime card and proceeded to try and withdraw {$200.00} from my checking account. The atm said to take the money and my card would be released to finish the transaction but that was not the case. The {$200.00} never dispensed out of the atm and my card was released anyway. Thinking this was just a glitch I figured I would try a withdraw transaction at the atm directly next to it atm XXXX XXXX. I successfully withdrew {$240.00} in that transaction. I immediately went to a XXXX employee and told them the atm did not dispense my money from my first attempted transaction and was told they could do nothing to call the atm owner which is XXXX or my bank which is chime. So as soon as I got in my car I called chime and reported the dispute which is in their system as dispute number XXXX. I told them exactly what happened and they said they would issue a provisional credit in the amount of the iattempted withdraw of {$200.00} and their team would investigate it to figure out what happened and get me my funds back. XXXX days later I got a notice they denied my dispute and would not return my funds. They attached a XXXX page document showing transactions and explaining why it was denied. The problem is the documents they provided me were incorrect so not only did they deny my dispute without really investigating it they did it with false information. I immediately filed a rebuttal to that decision and emailed the investigation team myself in the hopes of them realizing they were incorrect in denying the claim by explaining in detail what happened. I still have yet to hear back from anybody regarding my dispute. I have called every single day since this happened for an update of some sort to resolve this matter. {$200.00} may be nothing to most people but it's a lot to me and to not have that reimbursed would be detrimental to my finances significantly. I contacted XXXX regarding the matter and they told me only my bank can do anything because I am not a XXXX customer and to file a dispute with them which I had already done. What I do not understand is that there is a camera on the atm and if you review the transaction from the time stamped footage you will clearly see the atm not dispense the funds to me. I have talked to every supervisor at chime possible and this has now become completely unacceptable. The chime employees were rude and actually hung up on me a few times. Just like they record our conversation for quality assurance I immediately let whomever I am on the phone with that I am recording the conversation as well so I do have copies of those conversations. I have never had a problem with chime or its team until now but I have done nothing wrong here and am being treated as if I did. I am begging for some assistance in getting in contact with chime and getting my funds reimbursed to me as soon as possible. I have no doubt in my mind that the atm recording will prove my dispute to be accurate and should result in the refunding of my {$200.00}. If you have any questions or concerns at all I can be reached any time on my cell at ( XXXX ) XXXX. I appreciate your attention to this matter and look forward to hopefully rectifying this situation as soon a possible. Thank you for your time. Please see the attached pictures of the atm QR codes and ID NUMBERS for your information. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with monetary relief