Consumer complaint received 2020-12-18
Company: Chime Financial Inc
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I went to XXXXXXXX XXXX with my Chime bank card to withdraw {$400.00} on XX/XX/XXXX and the atm did not give me the money but took it out of my account. I contacted Chime bank and told them what happened immediately. They told me that I did not need to send them the receipt because the money will be reversed back into my account within XXXX business days. The next day XX/XX/XXXX I said it didn't sound right so I called Chime bank and asked them if I could send them my receipt..the representative told me I was supposed to sent it and I have to file a claim/dispute since the day it happened which was the day before. So I did. I sent it about 4 times while the representative was on the phone with me. He walked me through it all. I even got a confirmation emails saying that they received it. Later on that day XX/XX/XXXX I received multiple emails from Chime asking me to provide them with the receipt and to file a dispute. I called them and asked them what was going on because I already did that. They told me don't worry they claim is filed and in process and it's going to take about XXXX business days to receive my money back. That's when the problems started. I called back and asked for a manager/suoervisor ... when transferred a I spoke to a " manager '' and asked her why was I lied to about the money being reversed back into my account within XXXX business days..I said there has to be something you can do I have a sick child at home who needs her medication and due to COVID I am afraid to take her to the emergency room. I cried on the phone because I was frustrated and scared. She got back on the line and told me not to worry they fixed it and the money will be back in my account in few minutes because she took my account to the escalations department and to look out for an email with the confirmation number stating so. A few minutes passes ... nothing ... an hour..nothing so I called back to speak to a manager/supervisor again. The representative told me the lady I spoke to prior was indeed not a manager she was a regular customer service representative. That shook me because now I'm being lied to by a bank all around the board. This representative now transfers me to a manager who I asked are you sure and he said yes. When the " manager '' got on the line she told me I have to wait until XX/XX/XXXX to get Provisional credit. I was upset because I need my money. She kept being rude and talking over me when I was expressing my concerns. I asked her for her name and id number to identify the last person I spoke to the next time I call she said it pretty fast and I asked her to repeat herself respectfully. She told me she isn't allowed to give me that information due to security reasons. I told her I wasn't asking for her last name just first and employee id number that they give customers to identify them. She said it fast again burning caught it and wrote it down. I asked her before I ended the call is she is indeed a manager and she said yes. Her name is XXXX her id # XXXX. I then called back and asked the customer service representative if the person I last spoke to which is XXXX is a manager and he said no. You spoke to a regular customer service representative. Once again another lie. Now my concern has raised and I'm worried. Fast forward yesterday XX/XX/XXXX I called to get an update on my dispute. The customer service representative told me my claim was filed on XX/XX/XXXX. Invited it on XX/XX/XXXX. I told them that is wrong and why is everyone lying to me. I told them they have been havng serious issues with their service these past few months and I wasn't sure if I wanted to bank with them in the bear future if it continues. Well, later on that day ... I went to log into my account and I wasn't able to. I went to my email and they emailed me saying they closed my account and any remaining balance will be mailed to me by check in 30 days of the date my account was closed with no legit reason. I tried to call them to speak to someone and can not get through because you have to have an account with them to get through on the phone. I replied to the email asking why was my account closed and what happened with my dispute for the {$400.00}. They have different representatives emailing me back with typos in their response which shows they are not taking the time to even be professional going around my question not answering saying because of activities on my account. There is absolutely no fraudulent or weird activities on my account. None whatsoever. I works for the Federal government. I'm not that kind of person. I told them in email that they know there is nothing wrong with my account and where is my money. They are not responding. I need help XXXX. I want my money back ... its MY money. At this point they stole my money what are the steps I need to take because I believe this is a matter where I need to sue Chime bank

Company response to consumer: Closed with explanation