Consumer complaint received 2022-08-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: PA

Complaint narrative:
Hello, On XX/XX/22, at XXXX, I visited an ATM at XXXX XXXX XXXX in XXXX XXXX PA XXXX. I attempted to withdraw {$120.00} ( + {$4.00} fee ) at which point the ATM malfunctioned. The ATM held onto my card for 15 minutes, and then ejected my card. I then noticed that no cash or receipt had been dispensed. A message then appeared on the screen which stated hardware malfunction, your account will not be charged. I immediately flagged down an employee who said the ATM was probably out of order. They gave me a phone number on the front of the ATM to call. 

I then placed a call to the ATM company ( XXXX ) to assist me. Their number is ( XXXX ) XXXX and the ATM was labeled # XXXX. They stated that my bank ( Chime ) will need to complete a regulation E ( dispute ), request a charge back and provide me with a provisional credit back to my account. They also stated if the ATM malfunctioned, Chime should not have charged my account. 

Next, I called Chime to explain what occurred. They stated the transactions were pending and I needed to wait until they posted. I then waited until later that day until the transactions were posted. Once I saw the charges posted, I called back to Chime. The Chime dispute representative then filed a dispute # XXXX on the two transactions : ATM withdrawal- {$120.00} Chime ATM fee - {$2.00} On XX/XX/22, then Chime advises that I qualify for the provisional credit which should apply to my account by XX/XX/22. Then on XX/XX/22, I received an email from Chime stating that they made a final determination regarding the claim and have concluded no error occurred. Therefore, no funds will be credited to the account and this claim is considered closed. You may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies of the documents, or have further questions, please contact us. 

I then requested copies of all the documents used in investigating my dispute. On XX/XX/22, Chime emailed me documents used in the investigation of my dispute. I notice discrepancies so I immediately email back into Chime. On XX/XX/22, I followed up with Chime again via the phone. I speak with XXXX ( dispute representative ) who re-escalated my dispute to be re-opened by the Investigations team ( ticket # XXXX ). It was noted during our call that the supporting documentation the investigation team provided to me from the first investigation was inaccurate. 

The documentation the investigation team sent me showed an incorrect amount of {$100.00} and showed a wrong date of XX/XX/22. 

The dispute I filed is dated XX/XX/22 in the amount of : ATM withdrawal - {$120.00} ATM fee - {$2.00} ( Chime ATM fee ) Since the ATM didn't print a receipt, I placed another call to the ATM company ( XXXX  ) requesting more information on the transaction. I spoke with XXXX XXXX who provided me with a transaction detail from the transaction in question. This transaction detail shows the Authorization # XXXX, reference/sequence # XXXX and the amount of the transaction. On XX/XX/22, I then emailed Chime a copy of the correspondence between myself and the ATM company so that they can use that information in re-investigating the dispute. 

The ATM company also stated that Chime should have requested for the ATM to be audited and counted on site which would display that the ATM is over in its currency count from the hardware malfunction it experienced. Furthermore, there is also video surveillance. Please review the video of the ATM transaction? I would like for you to show me at what point in the video the ATM dispensed my money? In the video, you will see the ATM never dispensed the cash due to a malfunction. 

I feel my dispute was not handled or investigated properly by Chime. As a result, I filed a complaint with the XXXX XXXX XXXX against Chime, the XXXX XXXX, and XXXX XXXX. I want my dispute reopened, investigated again and my money returned to me immediately. I have been with Chime for a few years but after this, I will not continue to bank with Chime. I am on a fixed income and I want the {$120.00} returned back to my account. If you need any additional information to assist in resolving this matter, I can be contacted via email.

Company response to consumer: Closed with explanation