Consumer complaint received 2026-05-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: Chime Financial Inc
State: MI

Complaint narrative:
In approximately early XX/XX/year>, I opened a Chime Checking Account in direct response to an advertised {$350.00} new member promotion. I followed the promotional link and completed the entire account opening process through it. On XX/XX/year>, I called Chime customer support at XXXX to verify my enrollment in the {$350.00} promotion. The Chime representative confirmed I was enrolled in the {$350.00} offer and explained the requirement : three qualifying direct deposits of {$200.00} or more, across three separate months. Relying on this confirmation, I designated my Chime account as the destination for my direct deposits from my employer. I subsequently received the following direct deposits from my employer into my Chime Checking Account : XX/XX/year> : {$660.00} XX/XX/year> : {$450.00} XX/XX/year> : {$340.00} XX/XX/year> : {$370.00} XX/XX/year> : {$5900.00} These deposits satisfy every component of Chime 's official New Member Promotion Offer as Chime itself describes the terms : a first qualifying direct deposit within 30 calendar days following account opening ( XX/XX/XXXX ), a second qualifying direct deposit in the next calendar month ( XX/XX/XXXX ), and a third qualifying direct deposit in the calendar month following the second ( XX/XX/XXXX ). Each was {$200.00} or more. After completing the deposits, I contacted Chime support multiple times to ask about payment of the {$350.00} bonus. I received conflicting and misleading responses : 1. Chime 's AI assistant ( " XXXX '' ) initially told me the {$350.00} reward was not a standard offer and could not be located. 2. XXXX later acknowledged in writing in the support chat : " Since you were told you're enrolled in the {$350.00} offer ... '' which is Chime 's own acknowledgment that I had been told I was enrolled. 3. XXXX stated it could only see settled transactions from XX/XX/year> onward, which prevented it from verifying my qualifying XXXX direct deposits, even though those deposits are clearly visible in my own Chime Pay History within the Chime app. I filed a complaint with the XXXX XXXX XXXX. Chime responded on XX/XX/year> stating I " did not sign up for a Chime Checking Account using the promotional link '' based on their " system of record, '' and on that basis refused to pay the bonus. Chime 's XXXX response did not address the fact that a Chime representative confirmed my enrollment by phone on XX/XX/year>, before I had made any qualifying deposits. I relied on that confirmation when making financial decisions for the following three months. I respectfully request that CFPB ask Chime to produce or preserve the recording of the XX/XX/year> customer service call ( XXXX ), as this recording will substantiate what I was told. Chime 's conduct in this matter raises concerns regarding unfair, deceptive, and abusive acts and practices : Chime advertised a {$350.00} promotion, confirmed my enrollment when I called to verify, allowed me to complete all stated deposit requireaments over three months, and then denied the bonus on a technicality regarding sign-up channel that Chime never raised during the verification call. Chime 's customer-facing representatives ( both AI and human ) described the offer 's requirements differently from the written terms Chime cites internally, creating inconsistent representations that consumers can not reasonably reconcile.

Company response to consumer: Closed with explanation