Consumer complaint received 2024-09-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: Chime Financial Inc
State: NY

Complaint narrative:
On XX/XX/year>, I called Chime and placed a stop payment for the merchant XXXX XXXX. Today XXXX XXXX two transactions were allowed to go through from the merchant XXXX XXXX and a total of {$71.00} taken from my account. I then called Chime customer service XXXX and spoke with a rep who stated that they can file a dispute ( Dispute # XXXX ), and I would have to wait 10 business days to have the money credited back into my account. I informed the agent that I had previously placed a stop payment for that merchant with Chime and I should not be penalized or have my funds delayed being put into my account due to an error on Chimes behalf. The agent was also able to verify that he could see in the system that I in fact placed a stop payment on XXXX XXXX but there is nothing Chime can do to have my money placed immediately back in my account even though it was the banks error. I then requested to speak with a Supervisor and was transferred to XXXX who stated he is a supervisor of disputes and would be unable to provide me with his last name as it is against company policy. XXXX informed me that he would escalate to this situation along with his notes regarding the XXXX XXXX stop payment to the investigations department as he himself is unable to credit the money back into my account this being the end of the call. I was unsatisfied with the customer service and provided and called Chime back to get the telephone number for corporate so that I may file a complaint. I was then transferred by the automated system to a representative while on the call I asked her what the number is for of corporate or the number to file a complaint to which she responded giving me the same number XXXX. I informed her this is the number I called and received her as a representative and I then asked if there is another phone number I could reach. The representative seemed very flustered and in the middle of me speaking disconnected the call. I called back Chime a third time and was again transferred by the automated system to another representative I asked for the name of the last rep I was speaking with as she had purposely disconnected the line. I was told that although I had verified my name and last 4 of my ss # with the last rep that they were unable to see who the last person was I spoke with. I then asked for clarification that Chime is unable to view which representatives access my account even after the verification process was completed, I was told that they could not see who the previous rep was, so I then asked to speak with another Supervisor. I was then transferred one last time to a supervisor who stated they would look into my account and view the notes to try and determine which rep I was previously speaking with. Again, I was informed by the supervisor this time that there were no notes, and he was unable to see who disconnected the call. He also stated he is going to send my account for a review and that this would allow them to see everyone that has accessed my account and that the representative I was speaking with whom disconnected the call would be penalized as their behavior is not in compliance with Chimes customer service policy. In all I have not received a credit, I am unable to obtain a number to file a complaint with Chime, and was told there is no direct line or person I can speak with in the investigations department to resolve this matter in a timely fashion.

Company response to consumer: Closed with explanation