Consumer complaint received 2023-12-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc
State: OK

Complaint narrative:
I used mobile deposit to deposit my payroll check on XX/XX/XXXX at XXXX CT. The site accepted the check, and then gave me a release of funds date for XX/XX/XXXX at XXXX. I contacted support through the chat option in the banking aop and explained that this is a payroll check, and typically it would be direct deposit, but there was an error with direct deposits this week. I was assured to give it a day to process and that most funds are made available within the next day or two. 
This morning, XX/XX/XXXX, XXXX funds from my paycheck had been made available. I called customer support at XXXX CT, and the woman I spoke with only read the same page I have access to on my account. I explained again that this is a payroll check, and she said theres nothing she can do because they dont have a way to contact their check department. I asked to speak with a supervisor, and she said thats what her supervisor said, and when I asked, she would skirt around answering and instead read me what was obviously a written script they have to follow, as the wording was exactly the same each time she said it. I asked who I could speak with to further look into this issue. She told me to email XXXX. I did so and did not hear back from them until after I called support a second time later that day. 
I called again at XXXX CT, and asked to speak directly with a supervisor. The supervisor told me that the check system isnt people, its just a program, and theres nobody to contact. He said I shouldnt have made a mobile deposit the week of a holiday, and thats why my funds werent released. I again explained it is a payroll check, and he said theres nobody that can fix this. He then said he would be escalating the matter. I asked when I could expect to hear back from someone regarding it being escalated, and he said Oh Im not escalating it for you. The decision is made, your check will be released on the XXXX. Im escalating it for us so we can look at our processes. I clarified and asked would anybody be calling me back, and he said no, theres nothing to call back about because theres nothing to be done. 
At XXXX CT, I finally got a reply to the email I sent to support. The following is copied verbatim from that email : Hi XXXX, Thank you for reaching out to Chime Member Services.

With reference to your email, I can totally understand that you're inquiring about your mobile check deposit and I would check all the details for you.

I apologize for the inconvenience this may have caused you. Rest assured that I am here to help you. 

XXXX, I can understand the urgency of the money. However, I would like to inform you that your money will be available on XXXX. In the future when you deposit a check, you should see the date it is expected to post to your account before you click Submit in the Chime app. 

We determine whether your check is subject to a hold based on a variety of risk factors, which means some of your checks might have a hold time, while others XXXX not. 
This helps us make sure that the check clears and allows us to accept more checks through our app. 

Also I would like to inform you that when you use Mobile Check Deposit, you will receive 50 % of the check value, up to {$200.00}, within one ( 1 ) business day and you will have to wait up to five ( 5 ) business days to receive the rest.

Thank you for being such a loyal Chime Member. We really appreciate your time and business with us. 

If you need any further assistance, please feel free to reply back on the same thread so we can further investigate your account and provide you with the most accurate information. I look forward to hearing from you. 

Thanks, XXXX | Chime Member Services Per this email, {$200.00} of my paycheck should have been released to my account no later than XXXX CT. It is now XXXX CT and I still have a XXXX balance in my account. I replied with the following, and as of XXXX CT, have received no response. 


Thank you for your email, I understand the full funds not being available. But even the {$200.00} has not posted as being available. This is a payroll check, and even the {$200.00} would be helpful. We live paycheck to paycheck and have no groceries in the house. 

When will the {$200.00} be available? Because it has been over 24 hours since the check has deposited, and I dont have any other options for my family. 

I appreciate your reply, XXXX Additionally, depending on where I go on the app, it gives me two different dates that my check will be available. The first being XX/XX/XXXX, and the second being XX/XX/XXXX.

Company response to consumer: Closed with explanation