Consumer complaint received 2022-03-10
Company: Chime Financial Inc
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I initiated an external transfer from my XXXX XXXX bank account to Chime Bank on XX/XX/XXXX. That transfer was sent from XXXX and taken from my account on XX/XX/XXXX, which was the next business day. The amount of the transfer was {$2000.00} and as of XX/XX/XXXX that {$2000.00} can not be seen in my Chime account and no one at Chime can locate it. I know I did everything correctly because I linked the two banks using micro deposits from Widget that were used to verify the banks being linked. 

I have been in contact with Chime via email, using the messaging feature on their phone app and by phone. There have been over XXXX messages back and forth with email and the messaging feature and I have called at least 6 times on three different days. 

I keep getting mixed messages back from Chime. On some occasions they tell me they can not do anything because if it did not arrive in 3-5 business days it is the fault of XXXX XXXX. I also get messages saying they are still working on it. There is no consistency because almost every response is from a different person. 

My bank, XXXX XXXX, has also been trying to help and they are getting no where when they contact Chime. Widget has also provided me with all the documentation showing the transfer was sent. They said if it was rejected they would know. 

XXXX XXXX gave me a deposit trace #. This number should allow Chime to find out where the transfer is but I can not get to anyone at Chime that has the ability to use the trace # properly. From what I am figuring out when you call or email or message Chime you are just getting a call center because almost every reply I get is from a different representative. I even asked to speak to anyone in management when I was on the phone and they did not have the ability to get me anywhere. 

According to management at XXXX that trace # needs to get to their ACH or Transfer department and I have tried to tell these representatives at Chime this but when you get a different person responding every time it's hard to get follow through. 

I have looked all over the internet for ways to contact Chime but all you see is the same phone number and customer service email address. Their website lists their management team but no way to contact them. 

I even contacted XXXX XXXX, who partners with Chime providing their debit cards to consumers. They told me to send an email to their customer service department with the details and they would try to contact Chime. I did this XX/XX/XXXX but have yet to hear back from Stride. 

This {$2000.00} is a lot of money to me and Chime is just giving me the runaround. I should not have to do all this work as Chime should know the processes to take when someone says a transfer from another bank is missing. I am sure I am not the first person with this issue. 

The most frustrating part, as I have mentioned, is that I can not get a hold of anyone at Chime that seems to be in charge. I should not get a different representative with each response. 

I have a lot of documentation but it says here not to include personal information so I will wait to hear from you as to what you want me to send.

Company response to consumer: Closed with explanation