Consumer complaint received 2025-09-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Chime Financial Inc
State: LA

Complaint narrative:
On XX/XX/XXXX & XXXX, 2025, I sent out multiple payments to XXXX XXXX XXXX from my app/website to cover my bills. XX/XX/year> I sent {$170.00} and on XX/XX/year> I sent {$170.00}. I received a notification on my phone showing the funds were removed from my account & my XXXX XXXX XXXX account showed a {$0.00} balance. On XX/XX/year> I started receiving notifications from XXXX XXXX XXXX stating that my account is overdrawn and that I need to pay the balance asap. I physically watched these payments get sent through and covered yet confused on how i'm past due again. So I pulled up my XXXX XXXX XXXX statement and it shows me what happened. I have confirmation numbers for both payments sent out on the XXXX and XXXX and I also show a return payment on XX/XX/year> for {$170.00} with confirmation number and on XX/XX/year> for {$170.00} with confirmation number. So I contacted Chime to figure out why these payments were reversed since it had been almost a week after I seen these monies be deducted from my account balance. I didnt get the first XXXX employees names because i didnt know I was going to have these issues but the first lady i called at Chime it was XXXX XXXX, 2025 @ XXXX and the call lasted XXXX hour and XXXX minutes. She said the money was returned due to insufficient funds, and I said ok then why wasnt the returned funds added back to my balance? She continued to say thats not how it works. So I requested a supervisor after going back and forth with the first employee and not getting any assistance. I was put on hold multiple times before finally the supervisor answered the phone. I described the situation to her and she starts her research. I asked her during her search to please email me documentation of every transaction on my account so I can see what they are seeing and understand the issues and shes tells me that shes not allowed to give me this information. We argued over that for a few minutes, then finally she says and I Quote, " sir you were right? ". I was still confused and angry asking about the documentation and she said sir the only option I can offer you is for me to call XXXX XXXX XXXX on a XXXX way call with chime. She said I can not give you the documentation that you ask for but if you want help getting this fixed, then get XXXX XXXX XXXX on a XXXX way call with her. So I agree and I call XXXX XXXX XXXX. I couldnt get a representative on the phone quickly, we sat on hold for exactly XXXX and the chime supervisor says sir due to her call log time or something like that ( it was hard to hear due to AT XXXX XXXX wait music ) she had to leave the XXXX way call and for me to get XXXX  XXXX XXXX XXXX the phone then call her back @ Chime. I didnt agree to this because I couldnt ask her questions due to the music and I knew I couldnt get her back on the phone. The chime supervisor just hangs up after approx XXXX mins, ( which this phone conversation was recorded by chime because I had to agree for her to record the call and also to talk to XXXX XXXX XXXX ). XXXX XXXX XXXX finally answers and I explain everything to her that happened and we call chime back. This second call is on XX/XX/XXXX @ XXXX and XXXX XXXX Chime answers. I explain the situation to XXXX while XXXX XXXX XXXX is on the line and we end up arguing about the funds. He says he doesnt see what the previous supervisor was seeing and that I had insufficient funds and the payments never were sent through. After XXXX mins of arguing the call ends. @ XXXX on XX/XX/XXXX I called chime back to ask XXXX simple questions, which Precious answered the call. I asked if electronic payments are deducted immediately from my balance which she says yes they do. I also asked if I have a negative balance, will an insufficient funds transaction take place and she states yes sir that is correct. XXXX XXXX was saying both charges were not sent through due to insufficient funds yet I watched my account balance which wasnt negative change after sending in these payments electronically. XXXX XXXX XXXX has confirmation number stating these payments were sent through yet multiple supervisors keep telling me that these payments were insufficient and were never sent through. I have documented notes starting at my conversation with XXXX on until the last phone call at XXXX on XX/XX/year> with XXXX . I asked XXXX about sending me statements with my information also notifying him that there is a federal law saying that this documentation has to be given to me. He continued saying Im not getting that information that they do not have to give that information to me. I have notes of XXXX saying I was insufficient funds on the XXXX, XXXX, XXXX XXXX of XXXX. He also stated that the payments were all denied due to insufficient funds and he said that XXXX XXXX XXXX tried to continue to take the funds on those same days being denied each and every time. I asked XXXX if all of these payments were declined then how did i see my balance change, my bill show {$0.00}, XXXX XXXX XXXX XXXX has confirmation of payment being made and being returned if all these payments were declined? He could not give me a straight answer other than they were denied. I recorded XXXX and I 's phone conversation and I also contacted AT & T to get these transaction numbers of these payments being made and returned. This also happened on XX/XX/year> in the amount of {$160.00} and payment was returned on XX/XX/year> in the same amount. I know this has happened multiple times throughout the years i have been with chime, I just havent been able to prove it as clearly as I can with these situations. I'm now {$580.00} past due on my XXXX XXXX XXXX account which this is also going to affect my credit report because my phone bill is reported. I need all these fees returned and my XXXX XXXX XXXX bill fixed plus my credit report fixed and any other late fees or check fees I had paid due to this illegal funds transaction. None of these monies after being returned were ever added to my account balance, they just all disappeared. I have recorded phone call that is to large to attach to this complaint file. Plus more evidence XXXX cant attach, if any questions please contact me.

Company response to consumer: Closed with explanation