Consumer complaint received 2025-03-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Chime Financial Inc
State: IA

Complaint narrative:
Subject : Formal Complaint Against Chime Regarding Missing Funds and Unresolved Transaction Dear CFPB Representative, I am submitting this formal complaint against Chime regarding missing funds from my checking account and their failure to properly investigate and resolve the issue. Below, I provide a detailed account of my interactions with Chime and their lack of transparency regarding a disputed transaction. 

Incident Details : On XX/XX/2025, I contacted Chimes virtual assistant regarding a missing transaction in the amount of {$140.00}, which I paid to XXXX on XX/XX/2025, at XXXX XXXX. This payment was deducted from my account shortly after receiving my direct deposit at XXXX XXXX. However, when I later checked my account, there was no record of this transaction in Chimes system, despite XXXX confirming they had received it. 

During my initial chat with Chimes virtual assistant, I was informed that the last recorded transaction with XXXX was on XX/XX/2025, and that no further transactions were visible on my account. I was advised to contact XXXX, as Chime claimed the funds had never left my account. 

I provided screenshots via Chimes virtual help center showing proof of my payment to XXXX, but the chat abruptly ended without resolution. I then called XXXX customer service and spoke to a live agent, explaining that {$140.00} had been debited from my account at XXXX XXXX, yet there was no record of it on Chimes endonly on XXXX records. 

The agent was unable to explain the issue, so I requested to speak with a supervisor, XXXX. She informed me that she could see the transaction was made but later reversed, and she assured me that I would receive my refund by XX/XX/2025. However, she refused to initiate a Regulation E investigation until after that date. 

By XX/XX/2025, the refund had not been issued. 

Further Evidence & Chimes Lack of Resolution : Upon making the payment on XX/XX/2025, I immediately received an email from XXXX confirming my payment. 
The {$140.00} was deducted from my Chime account, and I continued making other purchases with my remaining balance. 
On XX/XX/2025, I received a text message from XXXX, stating : XXXX XXXX : Hi XXXX, we tried taking out the payment amounting {$140.00} on your account ending XXXX last XXXX XXXXXXXX XXXX. However, it got reversed today, XXXX XXXXXXXX XXXX, with a reason code XXXX. Please check with your bank, thank you! 

Despite this, Chime continued to insist that no funds were deducted, even though my account was debited at the time of the transaction. I was routed from agent to agent without any clear explanation or resolution. 

Ticket Numbers with Chime : XXXX Ticket # XXXX XXXX Ticket # XXXX Requested Resolution : I request that the CFPB : 1. Investigate Chimes handling of this missing transaction and determine why the funds were deducted, reversed, and never returned. 
2. Ensure that Chime initiates a Regulation E investigation into this disputed transaction.

3. Hold Chime accountable for failing to provide transparency and proper customer support, as I was repeatedly dismissed and denied a proper resolution. 
4. Facilitate the return of my {$140.00}, which was wrongfully taken from my account. 

I appreciate your prompt attention to this matter and look forward to your response. 

Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation