Consumer complaint received 2023-05-11
Company: Chime Financial Inc
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
This letter serves to memorialize the issue regarding a transfer made from my Chime checking account ending in error by Chime on XX/XX/2023 at XXXXXXXX XXXX EST. On XX/XX/XXXX at XXXXXXXX XXXX  EST, I began the steps of linking my XXXX business account ending in XXXX to my Chime account. During the process of linking the accounts, I was prompted to a website called XXXX to continue the process. On XXXX, I selected XXXX and proceeded to the XXXX home page where I entered my credentials. I was then prompted to a page where I selected my only XXXX account. Upon completion, I was sent to another page on XXXX confirming the success of the link. 

At XXXXXXXX XXXX EST, I received an e-mail from XXXXXXXX XXXX  confirming that the account was linked. at XXXXXXXX XXXX EST, I received an e-mail from Chime also confirming the accounts were linked. When I returned to Chimes page to initiate the transfer, I selected transfer and then received a confirmation stating that the transfer would take one to three business days to complete. At that time, I had no reason to believe my funds would not transfer to my XXXX account since this was the first time that I had ever linked any account to Chime. 

On XX/XX/2023, after one to three business days, I discovered that no transfer had been made to my XXXX account. When I went on chime to check the status of the transfer, I saw that the funds had been sent to an account ending in XXXX. I never linked any additional accounts to Chime other than my XXXX account ending in XXXX. When I refreshed the page to see if my account ending in XXXX would appear, I saw an additional account ending in XXXX. I took a screenshot of the accounts and immediately called Chime to inform them of this error. When I called, a member service agent named XXXX informed me that since it was an ACH transfer, it could take up to five business days. I requested to file a dispute as I did not enter or request for the funds to be sent there. I received an email from Chime stating that a temporary credit would be applied to the account by XX/XX/2023 if a the issue has not been resolved. 
On XX/XX/2023, I received an email that the dispute has been closed. I called Chime to explain to them that it was no way I could have linked the accounts to Chime and that the same account number XXXX kept appearing as a linked account. Several member service agents and agents in the dispute departments said on the recorded line that they were experiencing high call volumes for linking external bank accounts. I called XXXXXXXX XXXX and spoke with an agent named XXXX  ( Ref # XXXX ) and a supervisor in disputes at Chime named XXXX ( Ref # XXXX ) on a three-way call. XXXX confirmed to XXXX that my account ending in XXXX was not linked to Chime, there were no funds received by XXXX and the accounts ending in XXXX and XXXX were not associated to me. As per the process of linking account, there is no way I could I have entered the full account number or link my XXXXXXXX  account using XXXX. XXXX asked if the full account number could be provided to her to confirm if it was a XXXX account. However, XXXX stated that he could only provide the last for digits. Later I called and spoke with another agent named XXXX. He submitted a request for the documents used to determine the decision and he reopened my claim as a rebuttal. I explained to him that I tried to link my account several times and an account number ending in XXXX remained as a linked account. I took photos and emailed them as supporting documents to member services. XXXX also stated that there was an glitch in Chimes system. I requested that this be documented to my account with respect to glitches in Chimes system. Once again, I was told that I was eligible for a temporary credit that is set to post on my account by XX/XX/2023. I was also told by the agent that he would send this case to escalations to determine if the provisional credit may be made before XX/XX/2023. Over the next few days, I continued to call Chime to inform them that XXXX was still linked to my account. I spoke with supervisor named XXXX ( Ref # XXXX ) who reviewed all of the previous notes made by all of the agents I spoke with. I mentioned to her that the {$630.00} from the transfer was due for my rent and that I am being charged a late fee for every day the payment is missed. She said she would expedite this to the investigations team as I since I am being charged a late fee for every day the payment is missed. I received numerous automated emails as follow up repeating stating the same information. 

On XX/XX/2023, I called Chime again to check the status of the decision of the provisional credit. I spoke with agents and told her that Chime has made an error in linking account. While I was on the line with her, I deleted the account ending in XXXX as I have previously done and attempted to link my account ending in XXXX. She saw on her end that XXXX was still the number showing on the account. She transferred me to a supervisor name XXXX. XXXX was able link my account manually. He informed me that sometimes there are issues because it is a business account. He also provided me the full account number where the funds were sent to ( XXXX ). I called XXXX to provide them with this information to determine if the account belonged to XXXX. I was informed that this was not a XXXX account. 

On XX/XX/2023, I called Chime to check the status of the provisional credit and spoke with XXXX. XXXX informed me that there will be a credit posted to my account for {$630.00} on XX/XX/2023. I asked her to send an email stating this so that I can provide this information to my landlord. She stated that an email will be sent. I called back and spoke wit reps in member services XXXX, XXXX ( Ref # XXXX ), XXXX, XXXX and a supervisor in disputes named XXXX ( Ref # XXXX ). I have a transcribed conversation with XXXX stating that I am eligible for a provisional credit in the amount of {$630.00} and I would receive it on or before XX/XX/2023. However, I will not receive anything in writing since it is a rebuttal. 

In Chimes user agreement under Terms and Conditions of Using Pay Anyone Transfer As a Non-Chime Member Section VII, it states that Chime is not liable if there is an error in the info entered and or if there are additional errors unrelated to Chimes platform. When I linked my XXXX account, I only entered the account ending in XXXX. At the time of the transfer, I had no reason to believe or way of knowing that if would not be sent to XXXX. It was not until XX/XX/2023, when the transfer was set to post that, that I noticed the transfer was made to account ending in XXXX, and that said account was also linked to Chime. I emailed screenshots of my screen on my desktop showing XXXX and XXXX as linked account that I never authorized. 

Chime failed to fix this error after numerous phone calls and documentation showing that there were accounts other than mine linked to Chime. Chimes representatives were misleading in informing me that the funds could be recovered after it is transferred. Chimes representatives initially withheld the information regarding the account ending in XXXX, thus preventing XXXX from attempting to investigate the account in a timely manner. Chimes representative used misleading language expedite under false pretenses assuring me that someone in the escalations department will review this claim. 

Chime informed me that an expedited decision regarding the provisional credit would be made. At this time, due to Chimes negligence in adding and transferring unauthorized accounts without my knowledge, I have incurred over XXXX XXXX dollars in financial loss. I am experiencing emotional and financial hardship due to Chimes untimely help in thoroughly investigating and removing unauthorized accounts.

Company response to consumer: Closed with explanation