Consumer complaint received 2024-11-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc
State: FL

Complaint narrative:
ATM Issue at XXXX XXXX XXXX XXXX  Went to XXXX XXXX location at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL, XXXX, per Chime app as an ATM, to withdraw cash in preparation for Hurricane XXXX. As I was trying to withdraw {$200.00} cash from my Savings account, the ATM kept denying my withdrawal despite having {$430.00} at that time. 
* XX/XX/year> : Requested a call back from Chime around XXXX because the ATM would not let me withdraw {$200.00} from my savings account even though I had over {$400.00} and the ATM gives me the option to withdraw the money. The person I spoke to told me I had to move it to my checking account, so I transferred {$200.00} and went back to the ATM. 
* XX/XX/year> : The ATM went through the normal process asking me for PIN and amount to withdraw draw. Then asked me to remove my card and when I removed my card the screen, the ATM machine turned off without giving me the money or receipt. When I asked the person at XXXX about the issue, he indicated that the machine has been having problems but that does not belong to them and to call the number on the ATM. 
* XX/XX/year> : I called XXXX, the customer service number for the ATM machine, around XXXX at ( XXXX ) XXXX and they told me to call Chime and to start a Charge Back process. The person on the phone created a record for the call I made. 
* XX/XX/year> : Requested a call back from Chime and spoke to XXXX to immediately report the issue. Call record ID # XXXX. XXXX indicated that because the transaction was still pending regardless of being an ATM cash transaction which is instant cash and not a credit card or debit card transaction. 
* XX/XX/year> : The transaction cleared my account. I requested a call back from Chime and spoke to XXXX. Filed a claim dispute. The claim dispute number is # XXXX. 
* XX/XX/year> : I received email from Chime that the claim dispute was denied and the investigation was closed and marked completed. Temporary credit was never provided. 
* XX/XX/year> : Requested a call back from Chime and spoke with XXXX from the dispute department. I requested a rebuttal. XXXX indicated that rebuttal claim number is # XXXX. 
* XX/XX/year> : I called XXXX, the AMT company, and spoke with XXXX. Because I received a denial from Chime, the ATM company will do an escalation request. XXXX indicated that I will receive an email asking for a copy of the denial letter. He said that the call I made on XX/XX/year> was recorded under my telephone number indicating immediate reporting of the issue. 
* XX/XX/year> : Requested a call back from Chime and spoke with XXXX. My partner having banking experience, I gave him permission to speak on my behalf and ask for a resolution as per Regulation E, Chime failed to file a dispute at the time I called on XX/XX/year>. After several attempts asking to speak with a supervisor, she put XXXX XXXX my partner ) on hold and then disconnected the call. 
* XX/XX/year> : Requested a call back from Chime and spoke with XXXX. Was transferred to XXXX who is a supervisor. After explaining the situation again to XXXX, he requested that the disputes department send a copy of the denied dispute with the evidence they gathered in less than 24 hours ( not business hours ) to come up with the denial conclusion. XXXX confirmed that the investigation team with Chime did an internal investigation and did not reach out to the ATM company to verify the cash withdrawal did not occur, therefore an external investigation never occurred. XXXX was informed this call was recorded and we have a file for the recorded call. Call was recorded. 
* XX/XX/year> : Received email from Chime with the reason for the dispute denial and a copy of their intake form which confirms no external investigation was performed, and instead, Chime used the intake form from my call on XX/XX/year> to deny the despite. 
* XX/XX/year> : I chatted with XXXX through the Chime app asking for status update on the rebuttal request from XX/XX/year> and she just told me that it was still pending and that I can see the status from the app. I shared screenshots with her that I could not see it in the app. After several attempts trying to clarify the process, including the length of time it could take and how to check status, I requested to speak with a supervisor which she initially refused to transfer me over. Then she put me on hold on the chat and never came back after I received a message that indicated that a representative will be with me within XXXX minutes. XXXX minutes later, no one answered the chat and I discontinued. 
* XX/XX/year> : As of today, I have not received anything from XXXX, the ATM company. I called XXXX at ( XXXX ) XXXX and poke with XXXX. He can see that the escalation request was placed and still pending to be worked. He confirmed that they have the correct email address to reach out to me. He can not expedite the request. 
* XX/XX/year> : I called and spoke with XXXX asking for status on dispute rebuttal. He indicated that it is still pending and the latest resolution date is XX/XX/year>. I asked what is the current status of the process, such as have they contacted the ATM service provider. He said he needs to transfer me to the disputes team. XXXX answered the phone. They have filed a charge back with the ATM bank. They reached out to ATM XX/XX/year>. 
* XX/XX/year> : Chime sent email that rebuttal was finalized and provisional credit will be removed on XX/XX/year>. 
* XX/XX/year> : I called Chime and spoke with XXXX and asked for a copy of the documents from the investigation to come up with decision no error occurred. I also asked for a second rebottle, and he indicated that because the claim still has a provisional credit that he can not start a second rebuttal he said to call and after XX/XX/XXXX, when the provisional credit will be removed from my account. He said the documents requested will be sent to me within XXXX business days. 
* XX/XX/year> : Received email from Chime with the records from the investigation that lead to their denial of the dispute rebuttal. The records provided are just transactions and numbers, not they have not provided records of the ATM count showing if there was overage or not, which is my dispute as the ATM does not dispense the money. All the transaction summary says is the transaction was approved, which it was, and allegedly that XXXX bills were dispensed from cassette A. The report they provided shows a difference between the three transaction records they shared ( which were not mine ), something marked as Media Status : Not Set for my transaction and the others show Media Status : Taken. Reading information throughout the internet, it appears that this is an error code that may cause the machine to reset, which is exactly what happened to me that day as the ATM went through the process of approving my transaction but the shut down on me. This is not acceptable and I am requesting an appeal for further investigation of the ATM cash count. I am not going to give up as I worked hard for my money and this was emergency cash I needed for Hurricane XXXX preparation. Additionally, Chime claims on their intake form that I notified them of this issue on XX/XX/year>, which is NOT correct. I called them on XX/XX/year> immediately after I called XXXX, the ATM company to inform them the same thing that the ATM shut down and non-dispense. 
* XX/XX/year> : Went to XXXX and spoke with manager at the time. I asked her if there are cameras showing me on the ATM to proof that money was not dispensed. She said she didnt think the cameras point directly at the ATM but she was going to go check. She came back and told me that the camera does not directly point at the ATM, however, she can see that I came in, I spoke with the employee on the register, and then I left. She indicated that they have been having problems with that XXXX machine * XX/XX/year> : I called XXXX XXXX  and they can not take claim through this number. The person I spoke with told me they do not own that ATM, that is owned by XXXX. 
* XX/XX/year> : I called Chime and spoke with XXXX who transferred me to XXXX with the investigations department to ask for rebuttal # XXXX. XXXX asked me what information do I have for the request of the second rebuttal. She indicated the because I dont have any extra information to provide to them, she has requested additional documents to be sent to me within XXXX business days. She transferred me to supervisor as requested. XXXX name is XXXX. She has requested additional information and also reopened a new rebuttal claim. Reference for call is XXXX. Rebuttal is XXXX. Call was recorded. 
* XX/XX/year> : I received email from Chime that the claim dispute was final and information was provided to me, however, the documents that I requested was not provided. What Chime provided does not confirm ATM end-of-day count for proof of overage. The information the provided was transaction summary from the ATM computer showing that the transaction was approved, which I never denied it was not approved. I continue to say that it was approved but the ATM shut down when it asked me to take my card back and did not dispense the money. 
* XX/XX/year> : Responded to The XXXX XXXX  XXXX. letter received regarding the Office of the Comptroller of the currency ( OCC ) claim/complaint submitted against Chime. 
* XX/XX/year> : CFBP sent email that Chime responded, which yet again they sent the same exact information that I already know and continue to deny my claim. Resubmitted a new claim/complaint.

Company response to consumer: Closed with explanation