Consumer complaint received 2024-07-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Chime Financial Inc
State: OR

Complaint narrative:
On XX/XX/XXXX i made a purchase via XXXX for a delivery order. XXXX processed a hold on my card for a total of {$260.00}. Once the order was fulfilled and XXXX settled the amount, the transaction was settled by XXXX on XX/XX/XXXX into XXXX transactions - XX/XX/XXXX {$170.00} for the merchandise and XX/XX/XXXX {$17.00} for the driver tip. This left a {$70.00} overage that should have been immediately returned to my account balance as a refund from the initial authorization hold. Instead, chime created a new debit transaction for the {$70.00} and is holding this money as a pending transaction. I have spoken to XXXX and they have confirmed that the transaction was settled from their end for the {$170.00} and {$17.00} amounts and are no longer holding the remaining {$70.00}. When I initially reached out to chime, it was on XX/XX/XXXX when the XXXX transaction had settled and the {$17.00} transaction was first posted as a part of it. When this occurred, my balance was still appearing as being - {$33.00} with {$0.00} of XXXX ( overdraft protection ) available. { To note, my spotme allowance at that time was {$40.00}. } Between XXXX and checking, my total available funds should have been {$77.00} ( {$37.00} checking + {$40.00} spotme ). I spoke with first chat support and then they escalated me to phone support. Both agents confirmed with me before escalating me that I was correct regarding my balance and stated they weren't able to resolve it themselves as the reason for escalating me. At this point, the {$70.00} transaction had not been posted anywhere on my account. Phone support escalated my case to email support whom I had to wait for them to reach out to me. On XX/XX/XXXX I got an email requesting information on the issue as the phone agent had apparently not properly relayed any of the information and email support seemed to think I just didn't know how to read my transactions list, as evidenced by their condescending email instructing me to download the account statement for XXXX which had not even been created at that point. I responded with a very detailed email explaining the entire situation similarly as I have here, but with a bit more detail and I even included where I had created a chart showing each transaction line by line with the running balance calculated each line beginning with my deposit on XX/XX/XXXX up until that morning. The {$70.00} still was not on my account history at this point. I also included screenshots from the XXXX app that showed the original authorization amount, the final settled amount as well as a charge history from the XXXX app on that transaction. The response to this, and every email since then, has been either entirely unrelated, dismissive or acting as though it is an entirely new case and all previous information and correspondence had been removed. I have since sent multiple emails repeatedly detailing this information, explaining what I believe to be the cause and reason for the glitch/error and what chime needs to do in order to resolve it. I myself have contacted XXXX to confirm that they are not holding these funds and the transaction was already settled and clear from their systems, ending any involvement from their side after that point in time. On XX/XX/XXXX the {$70.00} debit transaction was posted to my account- a transaction that XXXX did not initiate. I explained to chime via email that I believe that the system had a glitch when XXXX settled the initial transaction into XXXX separate transactions with a remaining balance afterwards causing the system to erroneously continue to hold that remaining balance because it doesn't know what to do with it. The response I received to this email proceeded to state that they " think '' I'm asking about a transaction and requesting the transaction date, amount and merchant... information I had literally detailed in the email this response came as their reply to. I responded with the information again, what I believe to have happened, and even included an illustrative example to try and explain what was happening and why. The response was a near copy of the previous, with the merchant and amount lines of the requested information removed and no other changes. This has been ongoing for nearly 4 days now, and I've reached the end of my patience as well as the end of my ability to think of any additional ways to explain the issue or resolve it to these people. I feel as though they are purposely dragging this out in hopes I will either just give up or forget it at this point. Can someone PLEASE help me?

Company response to consumer: Closed with explanation