Consumer complaint received 2026-06-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Chime Financial Inc
State: OR

Complaint narrative:
Chime had advertised in their " Deals '' section a XXXX promotion bonus. The bonus was explained as you could earn {$2.00} three times as a bonus.... so for three times when you completed an offer in the " Deals '' section you would earn a {$2.00} bonus on top of the amount the " Deals '' offer provided. This Bonus was good until XX/XX/XXXX. The bonus instructions were very simple, as long as a offer stated that it was " eligible for the XXXX promotion '' it would be eligible to earn a {$2.00} bonus. You just had to activate a offer that stated it was eligible for the XXXX promotion then go to the location for the offer and use any of your Chime branded cards. I followed those instructions fully and directly, completing three offers before XX/XX/XXXX.... and I should have earned three times a {$2.00} bonus for a total of {$6.00}. So In the Chime App when I had completed the bonus the bonus advertisement itself stated that I had completed 3 of 3 and had earned {$6.00}. Also I received three separate Chime Notifications that specifically said I had earned a {$2.00} bonus and that the bonus was deposited/available in my account. HOWEVER I only received two of the three {$2.00} bonuses deposited into my Chime account. I didn't understand why ... my earnings showed that I received {$2.00} and {$0.00} and {$2.00} for the three offers I completed. So for one of the offers I completed a {$2.00} bonus was not actually given to me. I contacted Chime to resolve not receiving one of the {$2.00} bonuses. I called on XX/XX/XXXX, spoke to a supervisor and explained everything. After explaining everything the supervisor wanted to document everything and asked that I email screenshots showing how the Chime App was saying I had completed 3 of 3 of the bonus for {$6.00} and also a screenshot of the three notifications I received that said I received {$2.00} bonuses, so received a {$2.00} bonus three times. I emailed the screenshots. She confirmed she received them and she gave me Ticket Number XXXX. A week went by and no one contacted me. After the week went by I called two more times to follow up. The first time I called I spoke to supervisor who told me I didn't do what I needed to do to earn the one missing {$2.00} bonus. I didn't want to except that answer because I followed all the rules and I asked for another supervisor. I spoke to a second supervisor on the same call and he apologized say the previous supervisor was incorrect. He said he was going to bring the matter and information to his supervisor team that night and get this resolved/looked into. A whole day went by and nothing had changed, no call or email from Chime and no {$2.00} was deposited in my account... so I called again. I spoke to another supervisor and in our conversation he even admitted that he the authority to just deposit money in an account to fix a situation like my missing {$2.00} bonus, but he declined to deposit {$2.00} to fix this problem. The supervisor told me that since the " Deals '' section is facilitated by XXXX that I would need to reach out to them to explain the problem and they could award me the missing {$2.00} bonus. I emailed with XXXX because that is the only way to reach them. In my conversations with them I explained everything and supplied all the same screenshots. XXXX told me after doing research that they couldn't help me directly because it's regarding Chime BUT THEY SPECIFICALLY SAID in email to please reach back out to Chime and to have Chime contact XXXX on my behalf and they would process the bonus. They literally said they would process the bonus which means award me the {$2.00} bonus. So today XXXX I called Chime to update them and to request they contact XXXX. I spoke to a supervisor named XXXX. I explained everything and after being placed on hold her response was " The bonus promotion expired at the end of last month so we can't process any of the bonus now for a offer '' and she offered " to go over other promotions available now ''. I cut her off, raised my voice and explained that answer has nothing to do with my situation. After doing that she put me on hold again, came back and told me that she couldn't provide me any more resources and had to end the call. I called back and got another supervisor on the phone. I explained everything to her, her name was XXXX. She reviewed things and said that the screenshots I originally gave makes it look like I should have gotten the {$2.00} bonus so that she had to escalate the matter ... and that escalation would email me back. I explained to her well I want to provide the emails I have with XXXX where they specifically ask for Chime to reach out to them so they can process the missing {$2.00} bonus for me. The supervisor said she could not take those PDF copies of those emails.... even though I emailed screenshot documents in the beginning. So I couldn't email in to Chime the PDF copies of the emails I had with Upstart specifically saying to have Chime contact Upstart directly to fix this problem. The supervisor did say when Chime escalations contacts me they may ask for the XXXX emails. I was forceful and I asked the supervisor to take the XXXX Ticket number of XXXX because if Chime escalations would just reach out to XXXX about this matter and with the ticket number they would have the communications and we would all be on the same page. I also asked the supervisor how long it would take for Chime escalations to email me and she said she couldn't provide any time line.

Company response to consumer: In progress