Consumer complaint received 2024-06-13 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: OK

Complaint narrative:
XX/XX/year> : received XXXX XXXX XXXX from XXXX to my Chime card that day, and that evening after work, I went to XXXX at XXXXXXXX XXXX XXXXXXXX, OK XXXX, to withdraw my money from the card, to pay my bills. The 1st withdrawal went fine ( {$400.00}, and a couple minutes later, I requested to withdraw the 2nd half of my money ( {$400.00} ), but the machine only dispensed {$120.00} of that {$400.00} requested. The machine door was open and I could see money was stuck, but I could not retrieve it, then the door closed and the screen told me that it was keeping the money, as it says I took too long to pull the money out. The receipt dispensed says I received {$400.00}, but that is not true. Even the camera over me saw how much money I counted out, and the manager was there with me and saw what happened. She wrote me a letter stating what happened, as proof she was also there to witness it. She put the machine out of order for me and said it has happened before. I called XXXX ATM and their recording said to call the bank.

I called Chime immediately and they said I had to wait for the transaction to clear and not pend, and then I could dispute the charge.

I waited a couple days to dispute when that transaction cleared. 

Within 24 hours, Chime denied the dispute.

That is when I decided to contact XXXX again and I got a live person, who started their dispute process. Then I received an email from XXXX requesting the dispute denial from Chime. A week or so later, XXXX emailed me again with an email demanding email in non-laymen 's terms of what they needed, so I had to clarify to them in email that I did send that information, then a week or so later, another email ( rude this time ) with highlighted words in bold, of what they needed from Chime, in laymen 's terms, which is proof from Chime that they charged back on that transaction on my behalf. 

Fast forward to today, XXXX, I got off the phone with Chime again, as on XXXX, I asked representative " XXXX '' to request that proof of chargeback so I could get my money back from the ATM company, and he requested it, and today XXXX, I received an email with only the 2 attachments ( documents I sent ) as proof. That is not what I asked for. So, I spoke with another representative in a different department who says they did not chargeback on that transaction, so now they are rebutting the dispute to request to reopen it, so they can chargeback on that transaction. 

I feel like these people are giving me the runaround. I should have known better than to do business with a company like this, and have since stopped my payroll direct deposits to them, as any local bank would immediately, in good-faith, give you a temporary credit to your account while they investigate. 

Chime and XXXX, you should be ashamed of yourself. Mind you, {$280.00} may not be a lot to most, but for me, it was grocery money for 2 weeks. Chime and XXXX are definitely not customer-centered and frankly, they could care less.

Company response to consumer: Closed with explanation