Consumer complaint received 2023-12-21
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc (TX)

Timezone : CST XX/XX/23 @ XXXX - I deposit my check into chime using mobile deposit. I notice the prompt was slightly longer, but habit causes me to hit the OK to quickly to read all of it. I assumed it was a standard holiday bank warning, and went about my day. 

XX/XX/23 @ XXXX - I noticed that my check was accepted, but that it would say the deposit would take XXXX XXXX. TO me, this was unacceptable. I had cashed my check there for the prior few weeks without having to wait more than a day. Initially when I started using chime, I was given the option to cash instantly for an additional fee, but that option disappeared two weeks ago, and my checks started automatically cashing the same day. 

XX/XX/23 @ XXXX - I contacted Chime support and I think I was greeted by " XXXX '' ( XXXX XXXX I believe . I explained my concerns, and they put me on hold for a length to look into it. When they came back I was informed of what I already knew. That it would take XXXX XXXX to process. 

Times after this are approximate, I was on the phone for XXXX mins. 
XX/XX/23 @ XXXX - XXXX said she could not do anything, and so I asked to transfer to her supervisor as to not waste her or the company 's time .... she was more than eager to do so, which sent alarm bells in my head... I knew then I was being passed to a co-worker, not a superior. I worked at a call center for a brief stint, this is standard practice. Although I was just assuming this at the time, I kept that to myself for now and accepted the transfer. 

XX/XX/23 @ XXXX - The next against name escape me, but I think I heard " XXXX '' ( XXXX XXXX I could be wrong, I had the phone on speaker while waiting and took it off during his introduction. I was again informed of the same thing, so I asked this agent directly to void my check. This should be something that is easily doable with a same day transaction, and if they could not expedite it, and where unwilling to give me a direct actual reason outside what a notification can tell me, then I needed to void my check and cash it elsewhere. I was informed that this wasn't possible. 

Do to " our systems ''. 

XX/XX/23 @ XXXX - I told the agent this is unacceptable from a financial institution. I have never had a bank adamantly tie up my money. Not XXXX, not XXXX, not XXXX, not XXXX XXXX, not anyone. Even if they did, I could get ahold of an actual supervisor, and get real clarification, help, or my request would be fulfilled, just needing the elevated review. I requested a transfer to their " BOSS ''. I used the word " boss '' to see if they would correct me and say " supervisor '', which would let me know they just intend to pass me to their side, and not up. I stopped the agent and made very clear that's not what I wanted, and I was hand-waved " I can not select who receives the call because of our system... '' is what I was pretty sure I heard. I was pretty angry at this time ... a company full of people who can't do their job because of a " system ''. 

XX/XX/23 @ XXXX - I got ahold of another agent... I am almost XXXX XXXX it was the same agent from earlier. Same name, same voice. " XXXX. '' I tried to confirm this ; Me : " Didn't I speak with you earlier? '' Her : " ... NOoo? '' ( I can tell a lie by voice, but I tried to ignore my own ears... ) Wanting the conversation to just move on, since I felt that there was no end to how much this company would obfuscate... I pressed forward. 

Me : " Never mind, I could have sworn it was the same name, and your voice sounds familiar. '' ( Truthfully, I couldn't be XXXX XXXXXXXX, and I was interested in getting this over with at this point. ) They decided to tell me the same thing, so I asked them if they knew what deceptive business practices are. They took a very long pause, and they said yes, with a much less upbeat attitude. I told them that it doesn't reflect on them as an individual if they indeed don't have that ability, but that by telling me that you are transferring me to your supervisor ... when in reality you are just passing me to someone else... is deceptive. To say the very least.. 

They lamented their concern over my issue, attempted to apologize again and placate to my sensibility and understanding. I confirmed one last time that they were unwilling or incapable of doing anything for me, and a transfer would just get me the same results. I was given a " yes '', then an attempt to quickly correct. Either they answered too soon or were too candid. They had no intention of letting me speak to the person above them. Nobody in that entire office did. 

I have news for chime. 
I am not sensible or understanding when you tell me I can't use my money and I can't take it somewhere else. Nobody is. I would prefer your company shut down at this point, but this isn't nearly enough to get the job done. I work in XXXX, so I get no end to hearing about your 30-day return policy XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

There are no excuses to why I shouldn't have left that call knowing EXACTLY why I had a XXXX XXXX. Even if I can't fix it. Something was discussed in the initial hold, and it was never disclosed to me, and in fact was actively suppressed, and I was subtly misdirected in conversation each time I inquired about it, so I stopped after the first transfer. 

It's important to note that not all quotes are verbatim. Just to the best of my memory. I was informed twice that I was being recorded for " quality assurance ''. I would say this qualifies as " ensuring quality. ", so hopefully they kept it.