Consumer complaint received 2025-11-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: Chime Financial Inc
State: CA

Complaint narrative:
To whom it may concern : I opened a checking account with CHIME on the XXXX XXXX through an offer online which did not have an offer code, it was a direct link to the website where I then filled in all the information. My account was open and I transferred money in from my XXXX XXXX XXXX account. 
The offer was for {$350.00} over a period of XXXX months direct deposits. ( see attachment XXXX XXXX advertised offer ) When my first direct deposit went into my account on the XXXX XXXX, to my surprise I received a bonus of {$250.00}, not the {$100.00} for the first month as advertised. 
I called and questioned this as I am an honest person. I was told that the offer had been changed but it would be corrected. I stupidly believed them! 
On XX/XX/XXXX I spoke to them again in chat and was told that the only way to receive the extra {$100.00} was to follow the new offer they had attached to my account in error and use my debit card within the 30 days to spend {$1000.00} and receive XXXX  % cashback as that would be much easier than changing the offer in their system which would be difficult. 
I was very unhappy about this change without any communication whatsoever, how can a bank just change something that was a legal document signed up and agreed to by a customer? but I thought OK I will just do that for ease and get my XXXX % cashback by spending {$1000.00} As you can see from that chat message, to clarify exactly what I had to do, as I was now not trusting this company, I then asked if there were any things that would not qualify and was told it could be used for anything except cigarettes and alcohol. ( See attachment XXXX XXXX ) So I spent the {$1000.00} to get the {$100.00} cashback. 
This cashback never arrived I called again to be told that the information I was told by THEIR employee in writing was incorrect and as I had used my debit card to pay for my house insurance, it did not qualify and I would not receive XXXX % back!!! Are you kidding me??? 
Ok So I went back to Chime telling them that I wanted the original offer I signed up for when I opened my new account on the XXXX XXXX to be honored. 
A nice lady called me and totally understood everything, she even told me dates of the offers they have all that chat and information as she put notes on my account. She was amazing and said that she would forward it all up the line to a XXXX and they would email me with a resolution. 
She told me that the offer I signed up for on the XXXX XXXX was changed on the XXXX XXXX to an offer of {$250.00} with the first direct deposit then the up to an extra {$100.00} by XXXX % cashback within 30 days if you spent on your debit card. This was the offer they had also declined to pay. 
Absolutely not what I signed up for and she told me that as the offer had changed after I signed up for my new account, Chime would have to honor the original advertisement. She would refer it to a XXXX and they would email me. Of course, this never happened. 
Today I was on chat with them for a very long time and the conversation in full is attached ( number XXXX ) They are refusing to do anything about their error, saying they can not override the system, and thenadmit that the system RANDOMLY allocates offers and promotions??? ( see the full chat ) What??? A customer signs up for an advertised offer and then their system decides whether they get that offer or another one is randomly assigned??? And then if that happens, nobody at Chime informs te customer that the offer has been changed? This is the most insane system ever! 
By the XXXX XXXX I will have completed my XXXX direct deposit which is the offer I signed up for and I have requested that they then pay me the bonus of {$100.00} to complete my {$350.00} offer that was advertised and applied for. 
I have been extremely patient but they have now made so many excuses and contradicted each other and also said that there are no managers on email to contact??? 
I would therefore like to make a formal complaint about Chime Bank Not only are they False Advertising they have employees in customer service who give out false information in writing and then try to cover their tracks by offering random solutions. The very fact that they claim they have no XXXX who can send an email or make contact with is pretty unbelievable for a bank! Their latest solution was to refer it to their back office or yet another supervisor, who would tell me another versionthis is totally unacceptable and the end of the line for me. I am spending vast amounts of time with these people and getting absolutely nowhere at all. The fact that there is nobody at the company that is higher than a supervisor is willing to engage in solving a problem created by them is unbelievable to me. Another issue is that there is no email available to contact anyone or send supporting evidence, how does a company efficiently operate this way guess I have answered that question, they dont! 
The solution I am seeking is that my account gets credited with the extra bonus of {$100.00} after the XXXX XXXX when I will have met all criteria from the offer I signed up for on the XXXX XXXX. 

Hoping you can pursue this unacceptable behavior by what claims to be a reputable company and ensure that they honor their promotion. 
Thank you XXXX XXXX XXXX

Company response to consumer: Closed with explanation