Consumer complaint received 2025-08-27 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: TN

Complaint narrative:
I am filing this formal complaint against Chime Inc. regarding a financial loss of {$250.00} that I incurred as a direct result of misinformation provided by a Chime customer service agent, and the subsequent unprofessional handling of my case by a supervisor. 

Summary of the Issue : On XX/XX/XXXX, I contacted a Chime live support agent about a payment I had made. The agent provided me with incorrect information, stating that a transaction had either failed or could not be found. Acting directly on this advice, I initiated a second, duplicate payment. I later discovered the original transaction was, in fact, successful, resulting in a total loss of {$250.00}. My attempts to resolve this with Chime support were met with refusal, and a supervisor ultimately hung up on me during our conversation. 

Detailed Timeline of Events : XX/XX/XXXX : I used my Chime account to send a " Pay Anyone '' payment of {$250.00} to a recipient. 

XX/XX/XXXX : The recipient informed me that they had not received the payment and were unable to claim it. Believing the payment had failed, I contacted a Chime live support agent to investigate the status of the XX/XX/XXXX transaction. The agent explicitly told me that either the transaction did not go through or that they could not find a record of it. 

XX/XX/XXXX : Based entirely on the guidance and information provided by the Chime agent, I initiated a new transaction for {$250.00} to the same recipient, believing I was re-sending a failed payment. 

Approximately four weeks later ( late XXXX ) : While reviewing my account statements, I discovered that the original transaction from XX/XX/XXXX had, in fact, been successfully processed and debited from my account. This meant I had paid the recipient a total of {$500.00} instead of the intended {$250.00}, resulting in a direct financial loss. 

Attempted Resolution with Chime : Upon discovering this error, I immediately contacted Chime support to explain the situation. I detailed how their agent 's incorrect information on XX/XX/XXXX was the sole reason for my duplicate payment and subsequent financial loss. 

The support agent was unhelpful. I requested to be escalated to a supervisor. The supervisor I spoke with repeatedly stated that there was " nothing they could do '' because both transactions were authorized by me. I tried to explain that the second authorization was predicated on false information from their own staff. The supervisor refused to acknowledge this point, showed no interest in investigating the previous agent 's error, and, after a brief and unhelpful conversation, she hung up on me. 

Basis of Complaint : My complaint is not about a simple payment dispute with a third party ; it is about the failure of Chime 's internal processes and staff. 

Negligence and Misinformation : My {$250.00} loss was directly caused by a Chime agent providing verifiably false information about the status of a transaction. 

Failure to Take Responsibility : Chime has refused to acknowledge or rectify an error made by its own employee. 

Unprofessional Conduct : The refusal to help, followed by a supervisor hanging up on a customer, is an unacceptable level of customer service. 

Desired Resolution : I request that the Consumer Financial Protection Bureau investigate this matter. I am seeking a full reimbursement of {$250.00} from Chime. This amount will cover the loss I sustained as a direct consequence of their agent 's error and their subsequent failure to resolve the issue in good faith. 

Thank you for your time and attention to this serious matter.

Company response to consumer: Closed with explanation