Consumer complaint received 2024-01-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc
State: OH

Complaint narrative:
On XXXX XXXX I tried to get into my Chime account online through the apps portal. I created my account a week before but received my card the following week, I didnt have too much time with the app so some things did not finish being created on the account but I did enter information about my direct deposit because I had just started a new position. Fast-forward to the XXXX when I knew my first check would come later on in the week, I tried to access my account through the app. Denied 4 times with my password, so I use the forgot my password feature and recreated a new password, still no access, it would accept my password as successfully being created, and automatically populate in the fields, but it would deny every time, plus its and added little security test that takes up a bit of time. I am in a XXXX XXXX XXXX XXXX XXXX, and in my 3 rd week into payday, Im missing a good part of my training because I cant get into the account I setup my direct deposit to go to. It took two days to find the correct prompt to get transferred to an agent because most of the prompts lead you back to the automated system to where you will hit a dead end and have to call back and press another option to find a human being to talk to. I was very agitated because it was getting really close to payday and I needed the access, but on the XXXX and XXXX th I got access to a human through the prompts, they pulled up my account and while I got him on the phone Im still trying to get into my account, He got into my account and I still could not, he told me who my direct deposit was coming from and that there was and actual incoming transaction coming through, I told him I could not get access, by the way this is the third agent I had spoken with, and the others were very rude, and kept hanging up on me, I kept calling back and going through the prompts to get another one. The last one that day was very polite and apologized for the r other agents actions and said he would help me get into my account, He kept making excuses for the other agents and kept saying if we get disconnected he would call back, after a bit of time we did get disconnected and he called back and apologized and and said he would have to send me a code to get into my account to reset it for me saying he could only see certain info on my account from his end, he sent me the code and after I gave it to him he said thank you and that he stole my money, relished in the moment, laughed a bit and said have a nice day, I called right back went back through the prompts again and I could have swore I was talking to the same guy and he was saying he never spoke to me and that I was hacked and hung up on me, I had to stop and get back to training, so restarted when I got home and called again, I got hung up on 3 times and I called back, I got hung up on 1 last time and went to bed, the next day I went to work and called again and it was weird I kept getting hung up on as I got transferred, at first it was the customer services, then escalations, then call back and get a nice customer services and have to get transferred to escalations and get hung up on, then nice escalations, transferred to fraud/ scam, then hung up on, finally I almost broke down on the last call and begged someone to help me and not hang up on me. I was so angry but being very humble and polite, but I know the agent could hear my pain and finally I got a dispute put in for me, they told me it wouldnt be resolved until XX/XX/XXXX and I could maybe get a virtual card with a provisional amount by XX/XX/XXXX if I qualify, the lady who got me in my account had to reassure me 1000xs over she was t a scammer I was so paranoid, but I realized she wasnt when she asked for my ID to prove who I was, and I sent those in for her and she reset my account and got me into my account, and made sure to talk to the agent who was gon na handle my dispute once I was transferred, so at my job on the XXXX the day I was to be actually paid, I went in early and tried to do a stop payment on the payroll check but it was already reading processing, so I knew the money already posted and was taken before I could stop it, because Chime lets you take the balance out before money is in the account based on it being guaranteed direct deposit, so the next morning of the XXXX I received a email saying the dispute was finished and a decision had beeen reached, mind you I had submitted all my proof the hacker used their customer service thread before I had contact with them, because it was the same thread used to welcome me to Chime, I resubmitted another dispute and am now still waiting, this issue cost me my marriage only because I was reliant on that check, and when I didnt get it it caused a huge riff since it took a month to get the job, literally getting kicked out for past due amount because it was non traditional tenancy. Chime knows it wasnt me by how I access my account and now I reset the phone number on the account in case the hacker got into my phone so my phone doesnt even access the account now, and replaced my card in the account, can you please help me get my money back, will be filing a formal police report as well.

Company response to consumer: Closed with explanation