Consumer complaint received 2023-07-12
Company: Chime Financial Inc
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
To Whom it May Concern : I used an ATM at XXXX XXXX and XXXX on XX/XX/XXXX and the ATM did not dispense the cash as requested. I immediately notified the XXXX XXXX Night Supervisor, XXXX XXXX ( XXXX ), and he reviewed video footage as well as completed an audit of the ATM ( XXXX  XXXX : XXXX ). XXXX XXXX confirmed the cash was not dispensed as requested and a transaction error occurred with the ATM. XXXX XXXX advised the money should be refunded to my bank account within 24-48 hours. 
When the funds were not credited to my bank account within 2 days, I called XXXX XXXX who had me speak with his supervisor, XXXX. XXXX advised me to dispute the transactions with my bank as they use a third-party ATM processor and can not refund the money directly to me ; however, they would be happy to provide documentation and video surveillance verifying my claim in the dispute process. XXXX also provided the help desk phone number for the ATM processing company, XXXX ( XXXX ). 

I called Chime on XX/XX/XXXX to file a dispute and uploaded the supplemental supporting documentation. I eagerly awaited my provisional credit to be posted to the account and on XX/XX/XXXX, the day the provisional credit was to be issued, I received an email response from Chime that my dispute was closed and it was determined no error had occurred. I requested the documents used in the investigation and I have yet to receive them, despite numerous requests. 

I filed a rebuttal claim ( XXXX XXXX ) with Chime and again provided documentation, names, phone numbers, etc. to assist in the investigation. My rebuttal was denied. 
When I filed a rebuttal to the rebuttal ( XXXX XXXX ), I was told the supplemental information I emailed to XXXX, along with the notes provided to the Chime representative, were never uploaded to my rebuttal claim. I was extremely frustrated. Not only am I waiting on $ XXXX, but I am being lied to by the Chime representatives who say my claim will be investigated thoroughly and will be escalated to the disputes investigation team. Once again, I provided phone numbers, names, and the audit history from the ATM kiosk. All parties ( XXXX, myself, and XXXX XXXX and XXXX ) agree I didnt receive the funds requested from the ATM and an error occurred. Chime seems to be the outlier, and once again my rebuttal was denied. 

On XX/XX/XXXX, I called XXXX for assistance and guidance. I spoke with a service representative, XXXX XXXX. XXXX informed me that Chime failed to complete the dispute process per federal regulations. Proper due diligence is to complete a Federal XXXX  XXXX Dispute Form on my behalf and send it to the ATM processor for verification and validity of the disputed claim. XXXX confirmed that XXXX never received the Federal XXXX  XXXX dispute form from Chime. How can my claim have been investigated thoroughly if Chime failed to follow proper federal protocol and never reached out to the ATM processor for verification? In addition, XXXX advised me that this is a violation of the Electronic Funds Transfer Act of XXXX and as a consumer I have protected rights through the XXXX. 

I once again filed a rebuttal for the third time and once again, received an email from Chime indicating their investigation concluded that no error occurred and I am not entitled to any credits. 

We are now almost XXXX weeks from my original claim. I expected Chime to follow proper federal procedures this time and send the required Federal XXXX XXXX Dispute Form to XXXX for verification based on the letter and information I provided to them, but once again, they failed to follow Federal procedures and XXXX has yet to receive the required XXXX form related to my dispute. 

As a courtesy, I have attached the email and documentation from XXXX XXXX, with XXXX, confirming Chime did not submit the required Federal Form ; the ATM audit transaction history from Glory XXXX ATM XXXX confirming neither ATM transaction processed through the ATM and thus, I did not receive my money as requested ; along with a copy of the XXXX. 

Please help me receive the money that is rightfully mine and is owed to me. 

Kind Regards, XXXX XXXX

Company response to consumer: Closed with monetary relief