Consumer complaint received 2024-02-12 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: Chime Financial Inc
State: AL

Complaint narrative:
Going to go ahead and State that I I have documented proof of every statement made on this complaint. It contains screenshot and phone conversations recorded and emails. 

On XXXX the XXXX I XXXX XXXX gave XXXX XXXX XXXX, my roommate, {$300.00} so that he could load this amount on his Chime bank account while on his way to work and he was going to use the banking apps feature known as pay anyone to send the funds that I had given him to my account once he had loaded it. 

XXXX XXXX had the QR code attached to my banking account which time in order to send my funds that he had loaded on his account for me. XXXX XXXX proceeded to send the {$300.00} XXXX  in funds to my account using the QR code that also has my time tag of XXXX XXXXXXXX listed on the QR code page right under the QR code. 

A few minutes after doing this XXXX XXXX contacted me to verify if I had received the transfer. To which I had not. He sends me a screenshot of his sent receipt. There's only one problem with his sent receipt. The Chime tag that the funds were sent to waXXXX XXXX XXXXXXXX XXXX 

That Chime tag is in no affiliation to my account. When scanning my QR code to send money to me, it should only go to my account. 
These chime tags are almost identical except for the letter U in the last name. ( I have screenshots and emails of the receipts and my time tag to show these claims ) So we both immediately contact chime to try to find out why the {$300.00} that was being sent to me using my QR code has went to this unassociated account. There have been disputes filed since XX/XX/XXXX. The dispute investigations team denying the dispute because they say that they find that there was no error that occurred. That a money transfer was made using the pay anyone feature and sent to a XXXX XXXX. 

We don't deny that there was a money transfer sent to a XXXX XXXX. What we have been disputing that they intended receiver myself never received the funds. Each time we've had to open the dispute right back up because the dispute investigation backroom team is not doing a proper and efficient investigation into seeing this technical error. The supervisors and managers I have spoken with, which I have documentation of their conversations also from recorded phone calls to chat conversations per the Chime customer service chat. 

Each of the supervisors that XXXX XXXX has spoken with and myself have spoken with I have tried to put as much detail into the revised disputes so that the back room dispute investigation team will actually look at the details of the dispute to see that in fact it did not go to the correct account. 

But it got to the point that we know that even the revised disputes were not being even looked at because from the time we submitted the new revised dispute we had already received a denial of that revised dispute less than 2 minutes after being filed. Three revised disputes were denied within minutes on XX/XX/XXXX. 

As stated by one manager that is on recorded phone call from my phone, he admits that providing me with such information about how the disputes investigation team Works and how they process things he could get fired for giving me this information. It is on the recording also that what they do is they initially deny all disputes. Whether you have supporting documents for proof or not. 

Number two whenever they want to look at any documents that's attached it's per individual of the dispute team who decides whether your factual proof is enough proof for them to approve or deny your dispute. And number three normally once you have a dispute denied and you have it revised and resubmitted that it goes directly back to the same individual that previously denied your claims. So if they get irritated they're just going to deny things on principle. Again this is the information that I have on recorded conversation between myself and a chime floor manager on Wednesday XX/XX/XXXX. 

Now I've had to write letters to XXXX Bank and XXXX bank, since time is technically not a bank. Since these two financial institutions are the parent companies for chime I sent emails to their privacy departments and to their Corporate Offices outlining the issues going on. # 1 - there are serious data and privacy issues involving customers bank accounts. This is because scanning of my QR code to my bank account should not send any funds to any other account whatsoever other than mine. 

# 2- Chime tags that are Specfic to each member shouldnt be almost identical, given the many unlimited number of variations that could be created to avoid such instances as things. 

This is giving a little lead way for chime because everyone knows that technical issues happen. But highlighting again even if these chime tags are basically similar in every aspect each one should only be attached to its specific account. And in no way with scanning my QR code should it have went to this totally irrelevant and unassociated account with me. 

It's got to the point now that chime says that they will not reopen the investigation because myself and a manager got into a heated discussion. Some not so nice words were said. That is beside the point of what is legal and what is right. 

They have not provided any information as to whom the other cash tag account belongs to and naturally we understand that because that is private information but they have not used that information to contact that individual. They have not done any investigation and trying to recover These funds that were sent to an unrelated account by a technical issue on their end. 

That is {$300.00}. This will be irrelevant to the situation because it is my opinion and my problem but because of this situation and me not being able to pay my car payment my Transportation now has been repossessed and I have I'm now suffering severely because of Chimes dispute investigations team mishandling of this dispute XXXX XXXX and myself has had to file because of no fault of our own. 

As of today Chime member services, have not resolved the issue by returning the money to XXXX XXXX 's account so he can properly send it to my account as it was supposed to by scanning my XXXX code in the first place. 
On their disputes which are documented also an emails and reasons why they denied these are random and have no relevant bearings on our actual dispute. It says that they use other Financial institutions, merchants Etc in order to come up with their decision. There is none of those involved in our dispute this is all within chime and chime system All proof that have been seen by the supervisors of the dispute Department have agreed and try to help get the dispute approved and processed cuz they can see the mistake also but there is no communication allowed between the dispute department and the dispute investigations team in the back office. It is the dispute investigation team in the back office which have failed to properly investigate and address this issue. 

I've had to contact my local XXXX XXXX affiliate about this matter. I am willing to go above and beyond to make sure that chime addresses it's horrible security and data issue and provides XXXX XXXX and myself an accurate and deserving resolution to this whole problem created by them. That's going to be to give the {$300.00} back to XXXX XXXX 's account where he can either give it to me personally or try to make sure it is sent back with the help of a chime support member into my account. 

Chimes other refusal to provide information or resolution about this mysterious account only raises red flag warnings. It brings thoughts of XXXX XXXX and fraudulent accounts opened in people 's names to first thought when you see how similar the chime tags are and the refusal for a resolution to this matter. I don't know if they think that most people would give up after they have denied a dispute over six times and maybe that's what they count on but I'm not that person you just XXXX me off when you do something that's illegal and wrong especially if it has to do with my financial well being.

Company response to consumer: Closed with explanation