Consumer complaint received 2021-10-19
Company: Chime Financial Inc
State: AK
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit repair services
Issue: Problem with customer service

Complaint:
I have been a customer with Chime XXXX Bank for almost 3 years now. I have had and maintained a checking and savings account with them since the beginning. About 10 months ago I decided to open a Chime XXXX XXXX account because it promised to help me build my credit. And I have always made my payments on time and even their representative tells me that my account is and always has been in " excellent standing. '' Besides I also have a safer credit builder feature turned on within the app so if I do forget to make a payment, it is supposed to automatically make the transfer into my credit account for me. However on XX/XX/XXXX, I bought a new cellphone. I downloaded the Chime app and tried to log in to my account. The app kept denying me access telling me that I had an " incorrect password. '' But I know for a fact that is the correct password because in almost 3 years, I have never changed my password. So I call customer service on the XXXX and try to get my password reset. The representative I spoke to never sent the password reset link to my email. I checked my spam and trash and every email account I have. Nothing. So I call again Saturday the XXXX and same thing. No password reset email. So I forget about it until Monday the XXXX because I figured Sunday is XXXXXXXX XXXX day. I call Chime again on Monday, mind you, this is the third time I have spoken to them now and this representative, " Oh I will send you a password reset email, '' but low and behold, it never comes. So Tuesday the XXXX rolls around and at this point I am angry when I call because it shouldn't be so hard to reset a password. I have verified my identity to everyone at Chime and anyone in my vicinity so many times, that in my frustrations I tell the representative, " I am not allowing you to put me on hold or hang up on me until this problem is resolved and I have access to my account, so if you need to put me on hold you better let me hear the receiver of that phone tap your desk because if I hear hold music one more time, I'm coming through this phone. '' He actually listened and didn't put me on hold at all. He finally sent me a link to reset my password on the XXXX of XXXX. I did what I had to do and didn't think much of it until XX/XX/XXXX when my XXXX XXXX XXXX alerted me that I had taken an overall 88 point drop in my credit score. I opened it and found that this occurred because while Chime had me locked out of my account they made a false and negative report to the credit bureaus and stole 88 points from my credit score. I called Chime right away, and they admitted the error was on their end. They also verified that my safer credit builder feature was on the entire time. That my account is and always was in good standing and that they would escalate this to their credit department and fix this issue by XX/XX/XXXX by adding that 88 points back to my score. But on XX/XX/XXXX XXXX XXXX informed me that there was new activity on my account, so I checked it. Chime reimbursed me, but only for 66 of the 88 points they owed me. AND THEN AGAIN, on XX/XX/XXXX ( just yesterday, ) stole that 66 points back again. Leaving me with an overall 88 drop in my credit score. I called them immediately yesterday but it was very apparent that they we're just going to send me back through the same cycle as he began saying, " These matters are handled by our credit blah blah blah. '' Here 's the thing- I have emails from their credit department telling me their going to fix it. They haven't yet. My credit score matter a lot to me because I have worked very hard to bring it up almost 200 points in two years and I am trying to buy a home. It was a blow to my self pride and it wasn't even my doing. I feel robbed and defeated. My credit score was a XXXX before they attacked it- now it's at XXXX. It's really unfair, especially because they never should have touched it to begin with. So after over probably 4 hours total on hold with Chime since XXXX, and no resolution, I am reaching out to you. I would really appreciate any help in this matter. Thank you.

Company response to consumer: Closed with explanation