Consumer complaint received 2026-01-21 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: CA

Complaint narrative:
I am filing a complaint regarding Chimes failure to honor a new member promotional bonus after it was reviewed, approved, and confirmed by a supervisor, and later reversed without any change in eligibility or account status. 
I opened my first-ever Chime Checking Account on XX/XX/XXXX. I enrolled specifically due to a Chime promotional offer advertising Get up to {$350.00} for new members. I accessed the offer through Chimes official promotional webpage XXXX XXXX XXXXXXXX and completed enrollment through the associated link https : //app.chime.com/enroll/account? XXXX, which clearly identifies the promotional campaign. 
I completed all required qualifying direct deposits of {$200.00} or more within the required timeframes, all via employer payroll ACH deposits from XXXX XXXX : XX/XX/XXXX {$200.00} ( within 30 days of account opening ) XX/XX/XXXX {$200.00} ( next calendar month ) XX/XX/XXXX {$200.00} ( following calendar month ) My account has remained open, active, and in good standing at all times. I also received and activated my physical Chime debit card within 14 days of my first qualifying deposit, in accordance with the promotions requirements. 
On XX/XX/XXXX, I contacted Chime customer support because the initial {$100.00} promotional payment that was supposed to automatically post after my first qualifying deposit did not appear in my account. I called specifically to inquire about the missing promotional payment and to confirm my eligibility. 
During that call, I spoke with a supervisor named XXXX. XXXX XXXX stated that the missing payment was due to a system issue. After reviewing my account and the promotion, he explicitly confirmed that all promotional requirements were satisfied. He further stated that, rather than receiving the bonus in XXXX separate payments of {$100.00}, {$100.00}, and {$150.00} as described in the offer terms, I would receive the full {$350.00} as a single lump-sum payment after completion of the third qualifying direct deposit. I requested confirmation multiple times and asked that notes be placed on my account. He confirmed and provided reference number XXXX. 
On XX/XX/XXXX, after completing the third qualifying direct deposit, I contacted Chime to inquire about the promised bonus payment. At that time, I was informed that I did not qualify for the promotion. Chime representatives stated that their system did not show any offer associated with my account, despite my documented enrollment through Chimes own promotional links and the prior supervisor confirmation. 
When I referenced the XX/XX/XXXX supervisor review and confirmation, I was told that Chime had misspoken and that the promotion would not be honored. No explanation was provided that identifies any specific term violation, disqualifying activity, or change in account status. 
During subsequent calls, multiple calls were disconnected, and a supervisor disconnected a call after stating that the bonus would not be paid. No written explanation consistent with the published offer terms has been provided. I am requesting : Payment of the full {$350.00} promotional bonus as previously confirmed A written explanation citing the specific offer terms allegedly rendering me ineligible A formal acknowledgment and apology for the incorrect confirmation and subsequent reversal Chimes actions reflect an inconsistent and retroactive application of its promotional terms after confirming eligibility. I am requesting CFPB assistance to ensure this matter is reviewed by Chimes compliance department and resolved appropriately.

Company response to consumer: Closed with explanation