{"id":"chime","page":"https://escalate.alexgaoth.com/#/c/chime","html":"https://escalate.alexgaoth.com/c/chime/","generated":"2026-10-15","company":{"id":"chime","name":"Chime","aliases":["chime financial","chime bank","chime card","chime spotme","chime mypay","chime credit builder"],"sector":"bank","parent":"Chime Financial, Inc.","website":"https://www.chime.com","official_domains":["chime.com"],"security":{"never_asks":[{"kind":"policy","claim":"Chime says it will never call, email or text you to ask for your password or personal information, and will never ask for your password or PIN or ask you to download third-party apps.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chime team members will never ask you to download apps or to send money through Pay Anyone, and Chime will never request that you send it funds through Pay Anyone.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof Chime's support number so calls or texts appear to come from Chime, and set up fake customer support profiles, websites, emails and sponsored search ads that lead to phishing sites.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake sweepstakes and \"Chime glitch\" giveaways, and offers that recruit members as money mules, target Chime members.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-phone","type":"phone","label":"Report a scam or suspicious contact to Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["fraud"],"access":"human_only","notes":"Chime lists no email address for scam reports. It says legitimate support emails come from @chime.com.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc","occ"],"notes":"Chime is a financial technology company, not a bank. Banking services, the Chime Visa Debit Card and the secured Chime Visa Credit Card are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. Both partner banks are national banks supervised by the OCC (FDIC BankFind certs 35444 and 4091), so an OCC complaint names the partner bank on your Chime statement. The deposit account agreement cited is the Bancorp version (Rev. 09/2026). Chime says there is no customer support at its San Francisco headquarters.","channels":[{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"in-app-chat"},{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint","channel":"member-services-mail"},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ","note":"The OCC supervises Chime's partner banks (The Bancorp Bank, N.A. and Stride Bank, N.A.), not Chime itself."},{"rung":"state_agency","agency_kind":"financial_regulator"},{"rung":"arbitration","note":"The deposit account agreement has an AAA binding individual arbitration clause; the agreement checked shows no opt-out procedure."}],"playbooks":[{"issue":"unauthorized_charge","summary":"Turn off transactions in the app, contact Chime at once, and report errors within 60 days of the first statement that shows them.","evidence":["transaction date and amount","statement","date you learned of the loss or theft"],"steps":[{"do":"In the app, go to Settings > Account Settings and turn off \"Allow transactions\"."},{"do":"Contact Chime immediately through in-app chat or by phone.","channel":"in-app-chat"},{"do":"If needed, send the dispute in writing to Chime Member Services.","channel":"member-services-mail"},{"do":"If Chime does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"deadline","claim":"Chime must hear from you no later than sixty (60) days after the date it sent the FIRST statement on which the error appeared. You can call 1-844-244-6363, use the Mobile App or write to Chime Member Services.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"},{"kind":"process","claim":"Chime decides whether an error occurred within ten (10) business days, or may take up to forty-five (45) days if it provisionally credits your checking account within ten business days; up to ninety (90) days for new accounts, certain point-of-sale and foreign-initiated transactions.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"},{"kind":"limit","claim":"The agreement says your liability for unauthorized Visa debit transactions on your Checking Account is $0.00. Otherwise liability is up to $50.00 if you tell Chime within two business days after learning of the loss or theft of your card, and up to $500.00 if you do not.","issues":["unauthorized_charge"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}]},{"issue":"transaction_dispute","summary":"Dispute through in-app chat or by phone, then in writing if asked; the 60-day statement deadline applies.","evidence":["statement showing the transaction","receipt","record of contact with the merchant"],"steps":[{"do":"For a problem with goods or services, contact the merchant first and keep proof."},{"do":"Contact Chime through in-app chat or by phone.","channel":"in-app-chat"},{"do":"Write to Chime Member Services with your name, account number, the transaction and the amount.","channel":"member-services-mail"},{"do":"If Chime does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Report through the app or 1-844-244-6363 only; Chime will never ask you to send money through Pay Anyone.","evidence":["transaction details","messages from the scammer","FTC report number"],"steps":[{"do":"Contact Chime through in-app chat or by phone. Use only the number in the app or on chime.com.","channel":"support-phone"},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov."},{"do":"If Chime does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"frozen_funds","summary":"Chime and its partner bank can freeze or close an account without notice; ask in writing what they need and when the balance will be returned.","evidence":["notices from Chime","balance when frozen","proof of identity and source of funds"],"steps":[{"do":"Contact Chime through in-app chat or by phone and ask why the account is restricted and what documents are needed.","channel":"in-app-chat"},{"do":"Send the documents and ask in writing when and how the balance will be released.","channel":"member-services-mail"},{"do":"If the funds are not released, complain to the CFPB.","regulator":"cfpb"},{"do":"You can also complain to the OCC about the partner bank named on your statement.","regulator":"occ"}],"facts":[{"kind":"policy","claim":"The agreement says Chime and/or the Bank may suspend, freeze, restrict or close your Account for any reason with or without notice, and funds may be held pending a review of the activity.","issues":["frozen_funds"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"},{"kind":"policy","claim":"In May 2024 the CFPB found that Chime failed to refund consumers' balances within 14 days after account closure in thousands of instances, and ordered at least $1.3 million in redress and a $3.25 million penalty.","issues":["frozen_funds"],"source":"https://www.consumerfinance.gov/enforcement/actions/chime-financial-inc/","last_verified":"2026-10-13"}]},{"issue":"cancel_service","summary":"Close the account by calling Chime.","steps":[{"do":"Call 1-844-244-6363 to close your checking account.","channel":"support-phone"}],"facts":[{"kind":"process","claim":"The agreement says you may cancel it by calling 1-844-244-6363 to close your Checking Account.","issues":["cancel_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}]}],"known_blockers":["Most help is in the Chime app, which needs the member's sign-in.","Phone support verifies the account holder."]},"playbooks":{"unauthorized_charge":{"company":{"id":"chime","name":"Chime","sector":"bank","website":"https://www.chime.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Turn off transactions in the app, contact Chime at once, and report errors within 60 days of the first statement that shows them.","evidence":["transaction date and amount","statement","date you learned of the loss or theft"],"steps":[{"do":"In the app, go to Settings > Account Settings and turn off \"Allow transactions\"."},{"do":"Contact Chime immediately through in-app chat or by phone.","channel":{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}},{"do":"If needed, send the dispute in writing to Chime Member Services.","channel":{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}},{"do":"If Chime does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Chime must hear from you no later than sixty (60) days after the date it sent the FIRST statement on which the error appeared. You can call 1-844-244-6363, use the Mobile App or write to Chime Member Services.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"},{"kind":"process","claim":"Chime decides whether an error occurred within ten (10) business days, or may take up to forty-five (45) days if it provisionally credits your checking account within ten business days; up to ninety (90) days for new accounts, certain point-of-sale and foreign-initiated transactions.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"},{"kind":"limit","claim":"The agreement says your liability for unauthorized Visa debit transactions on your Checking Account is $0.00. Otherwise liability is up to $50.00 if you tell Chime within two business days after learning of the loss or theft of your card, and up to $500.00 if you do not.","issues":["unauthorized_charge"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","note":"The OCC supervises Chime's partner banks (The Bancorp Bank, N.A. and Stride Bank, N.A.), not Chime itself.","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"The deposit account agreement has an AAA binding individual arbitration clause; the agreement checked shows no opt-out procedure."}],"known_blockers":["Most help is in the Chime app, which needs the member's sign-in.","Phone support verifies the account holder."],"security":{"official_domains":["chime.com"],"never_asks":[{"kind":"policy","claim":"Chime says it will never call, email or text you to ask for your password or personal information, and will never ask for your password or PIN or ask you to download third-party apps.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chime team members will never ask you to download apps or to send money through Pay Anyone, and Chime will never request that you send it funds through Pay Anyone.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof Chime's support number so calls or texts appear to come from Chime, and set up fake customer support profiles, websites, emails and sponsored search ads that lead to phishing sites.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake sweepstakes and \"Chime glitch\" giveaways, and offers that recruit members as money mules, target Chime members.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-phone","type":"phone","label":"Report a scam or suspicious contact to Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["fraud"],"access":"human_only","notes":"Chime lists no email address for scam reports. It says legitimate support emails come from @chime.com.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":32},"verified_from":{"page":14},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Chime is a financial technology company, not a bank. Banking services, the Chime Visa Debit Card and the secured Chime Visa Credit Card are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. Both partner banks are national banks supervised by the OCC (FDIC BankFind certs 35444 and 4091), so an OCC complaint names the partner bank on your Chime statement. The deposit account agreement cited is the Bancorp version (Rev. 09/2026). Chime says there is no customer support at its San Francisco headquarters.","warnings":[]},"transaction_dispute":{"company":{"id":"chime","name":"Chime","sector":"bank","website":"https://www.chime.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Dispute through in-app chat or by phone, then in writing if asked; the 60-day statement deadline applies.","evidence":["statement showing the transaction","receipt","record of contact with the merchant"],"steps":[{"do":"For a problem with goods or services, contact the merchant first and keep proof."},{"do":"Contact Chime through in-app chat or by phone.","channel":{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}},{"do":"Write to Chime Member Services with your name, account number, the transaction and the amount.","channel":{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}},{"do":"If Chime does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","note":"The OCC supervises Chime's partner banks (The Bancorp Bank, N.A. and Stride Bank, N.A.), not Chime itself.","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"The deposit account agreement has an AAA binding individual arbitration clause; the agreement checked shows no opt-out procedure."}],"known_blockers":["Most help is in the Chime app, which needs the member's sign-in.","Phone support verifies the account holder."],"security":{"official_domains":["chime.com"],"never_asks":[{"kind":"policy","claim":"Chime says it will never call, email or text you to ask for your password or personal information, and will never ask for your password or PIN or ask you to download third-party apps.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chime team members will never ask you to download apps or to send money through Pay Anyone, and Chime will never request that you send it funds through Pay Anyone.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof Chime's support number so calls or texts appear to come from Chime, and set up fake customer support profiles, websites, emails and sponsored search ads that lead to phishing sites.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake sweepstakes and \"Chime glitch\" giveaways, and offers that recruit members as money mules, target Chime members.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-phone","type":"phone","label":"Report a scam or suspicious contact to Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["fraud"],"access":"human_only","notes":"Chime lists no email address for scam reports. It says legitimate support emails come from @chime.com.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":32},"verified_from":{"page":14},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Chime is a financial technology company, not a bank. Banking services, the Chime Visa Debit Card and the secured Chime Visa Credit Card are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. Both partner banks are national banks supervised by the OCC (FDIC BankFind certs 35444 and 4091), so an OCC complaint names the partner bank on your Chime statement. The deposit account agreement cited is the Bancorp version (Rev. 09/2026). Chime says there is no customer support at its San Francisco headquarters.","warnings":[]},"fraud":{"company":{"id":"chime","name":"Chime","sector":"bank","website":"https://www.chime.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Report through the app or 1-844-244-6363 only; Chime will never ask you to send money through Pay Anyone.","evidence":["transaction details","messages from the scammer","FTC report number"],"steps":[{"do":"Contact Chime through in-app chat or by phone. Use only the number in the app or on chime.com.","channel":{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"}},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov."},{"do":"If Chime does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","note":"The OCC supervises Chime's partner banks (The Bancorp Bank, N.A. and Stride Bank, N.A.), not Chime itself.","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"The deposit account agreement has an AAA binding individual arbitration clause; the agreement checked shows no opt-out procedure."}],"known_blockers":["Most help is in the Chime app, which needs the member's sign-in.","Phone support verifies the account holder."],"security":{"official_domains":["chime.com"],"never_asks":[{"kind":"policy","claim":"Chime says it will never call, email or text you to ask for your password or personal information, and will never ask for your password or PIN or ask you to download third-party apps.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chime team members will never ask you to download apps or to send money through Pay Anyone, and Chime will never request that you send it funds through Pay Anyone.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof Chime's support number so calls or texts appear to come from Chime, and set up fake customer support profiles, websites, emails and sponsored search ads that lead to phishing sites.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake sweepstakes and \"Chime glitch\" giveaways, and offers that recruit members as money mules, target Chime members.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-phone","type":"phone","label":"Report a scam or suspicious contact to Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["fraud"],"access":"human_only","notes":"Chime lists no email address for scam reports. It says legitimate support emails come from @chime.com.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":32},"verified_from":{"page":14},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Chime is a financial technology company, not a bank. Banking services, the Chime Visa Debit Card and the secured Chime Visa Credit Card are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. Both partner banks are national banks supervised by the OCC (FDIC BankFind certs 35444 and 4091), so an OCC complaint names the partner bank on your Chime statement. The deposit account agreement cited is the Bancorp version (Rev. 09/2026). Chime says there is no customer support at its San Francisco headquarters.","warnings":[]},"frozen_funds":{"company":{"id":"chime","name":"Chime","sector":"bank","website":"https://www.chime.com","account_url":null},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Chime and its partner bank can freeze or close an account without notice; ask in writing what they need and when the balance will be returned.","evidence":["notices from Chime","balance when frozen","proof of identity and source of funds"],"steps":[{"do":"Contact Chime through in-app chat or by phone and ask why the account is restricted and what documents are needed.","channel":{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}},{"do":"Send the documents and ask in writing when and how the balance will be released.","channel":{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}},{"do":"If the funds are not released, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"do":"You can also complain to the OCC about the partner bank named on your statement.","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}}],"channels":[{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"},{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"The agreement says Chime and/or the Bank may suspend, freeze, restrict or close your Account for any reason with or without notice, and funds may be held pending a review of the activity.","issues":["frozen_funds"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"},{"kind":"policy","claim":"In May 2024 the CFPB found that Chime failed to refund consumers' balances within 14 days after account closure in thousands of instances, and ordered at least $1.3 million in redress and a $3.25 million penalty.","issues":["frozen_funds"],"source":"https://www.consumerfinance.gov/enforcement/actions/chime-financial-inc/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","note":"The OCC supervises Chime's partner banks (The Bancorp Bank, N.A. and Stride Bank, N.A.), not Chime itself.","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"The deposit account agreement has an AAA binding individual arbitration clause; the agreement checked shows no opt-out procedure."}],"known_blockers":["Most help is in the Chime app, which needs the member's sign-in.","Phone support verifies the account holder."],"security":{"official_domains":["chime.com"],"never_asks":[{"kind":"policy","claim":"Chime says it will never call, email or text you to ask for your password or personal information, and will never ask for your password or PIN or ask you to download third-party apps.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chime team members will never ask you to download apps or to send money through Pay Anyone, and Chime will never request that you send it funds through Pay Anyone.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof Chime's support number so calls or texts appear to come from Chime, and set up fake customer support profiles, websites, emails and sponsored search ads that lead to phishing sites.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake sweepstakes and \"Chime glitch\" giveaways, and offers that recruit members as money mules, target Chime members.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-phone","type":"phone","label":"Report a scam or suspicious contact to Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["fraud"],"access":"human_only","notes":"Chime lists no email address for scam reports. It says legitimate support emails come from @chime.com.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":32},"verified_from":{"page":14},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Chime is a financial technology company, not a bank. Banking services, the Chime Visa Debit Card and the secured Chime Visa Credit Card are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. Both partner banks are national banks supervised by the OCC (FDIC BankFind certs 35444 and 4091), so an OCC complaint names the partner bank on your Chime statement. The deposit account agreement cited is the Bancorp version (Rev. 09/2026). Chime says there is no customer support at its San Francisco headquarters.","warnings":[]},"cancel_service":{"company":{"id":"chime","name":"Chime","sector":"bank","website":"https://www.chime.com","account_url":null},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Close the account by calling Chime.","evidence":["cancellation confirmation number or email","date you cancelled","charges after that date"],"steps":[{"do":"Call 1-844-244-6363 to close your checking account.","channel":{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"}}],"channels":[{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"The agreement says you may cancel it by calling 1-844-244-6363 to close your Checking Account.","issues":["cancel_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","note":"The OCC supervises Chime's partner banks (The Bancorp Bank, N.A. and Stride Bank, N.A.), not Chime itself.","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"The deposit account agreement has an AAA binding individual arbitration clause; the agreement checked shows no opt-out procedure."}],"known_blockers":["Most help is in the Chime app, which needs the member's sign-in.","Phone support verifies the account holder."],"security":{"official_domains":["chime.com"],"never_asks":[{"kind":"policy","claim":"Chime says it will never call, email or text you to ask for your password or personal information, and will never ask for your password or PIN or ask you to download third-party apps.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chime team members will never ask you to download apps or to send money through Pay Anyone, and Chime will never request that you send it funds through Pay Anyone.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof Chime's support number so calls or texts appear to come from Chime, and set up fake customer support profiles, websites, emails and sponsored search ads that lead to phishing sites.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake sweepstakes and \"Chime glitch\" giveaways, and offers that recruit members as money mules, target Chime members.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-phone","type":"phone","label":"Report a scam or suspicious contact to Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["fraud"],"access":"human_only","notes":"Chime lists no email address for scam reports. It says legitimate support emails come from @chime.com.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":32},"verified_from":{"page":14},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Chime is a financial technology company, not a bank. Banking services, the Chime Visa Debit Card and the secured Chime Visa Credit Card are provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC. Both partner banks are national banks supervised by the OCC (FDIC BankFind certs 35444 and 4091), so an OCC complaint names the partner bank on your Chime statement. The deposit account agreement cited is the Bancorp version (Rev. 09/2026). Chime says there is no customer support at its San Francisco headquarters.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"in-app-chat","type":"app","label":"Live chat in the Chime app","value":"Chime app > Profile > Help > Chat","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","cancel_service","poor_service"],"access":"human_only","source":"https://www.chime.com/security-and-support/trust-safety/","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"member-services-mail","type":"mail","label":"Chime Member Services (written error disputes and correspondence)","value":"Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417","purposes":["transaction_dispute","unauthorized_charge","frozen_funds","poor_service"],"source":"https://www.chime.com/policies/bancorp/deposit-account-agreement/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","note":"The OCC supervises Chime's partner banks (The Bancorp Bank, N.A. and Stride Bank, N.A.), not Chime itself.","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":6,"rung":"arbitration","note":"The deposit account agreement has an AAA binding individual arbitration clause; the agreement checked shows no opt-out procedure."}],"security":{"official_domains":["chime.com"],"never_asks":[{"kind":"policy","claim":"Chime says it will never call, email or text you to ask for your password or personal information, and will never ask for your password or PIN or ask you to download third-party apps.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chime team members will never ask you to download apps or to send money through Pay Anyone, and Chime will never request that you send it funds through Pay Anyone.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers spoof Chime's support number so calls or texts appear to come from Chime, and set up fake customer support profiles, websites, emails and sponsored search ads that lead to phishing sites.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Fake sweepstakes and \"Chime glitch\" giveaways, and offers that recruit members as money mules, target Chime members.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"support-phone","type":"phone","label":"Report a scam or suspicious contact to Chime Member Services","value":"+1-844-244-6363","hours":"24/7","purposes":["fraud"],"access":"human_only","notes":"Chime lists no email address for scam reports. It says legitimate support emails come from @chime.com.","source":"https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":32},"verified_from":{"page":14},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 32 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Chime — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/chime.md","markdown":"## In short\n\nStart in the Chime app chat or call 1-844-244-6363 (24/7); there is no support at Chime's headquarters. Report an unauthorized transfer within 60 days of the first statement that shows it; Chime must decide within 10 business days or give provisional credit while it takes up to 45 days. Chime and its partner banks can freeze or close an account without notice, and in 2024 the CFPB fined Chime for slow refunds of balances on closed accounts. In the 12 months to June 2026, 7.8% of CFPB complaints about Chime closed with relief. Chime will never ask you to send money through Pay Anyone or to download an app.\n\n## How complaints actually go\n\n- Chime support is in the app (Profile, Help, Chat) and by phone at 1-844-244-6363; Chime also answers on X at @ChimeHelps. [Chime: avoid scams that target members](https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/)\n- Chime is a financial technology company, not a bank. Accounts and cards are held at The Bancorp Bank, N.A. or Stride Bank, N.A., and Chime says there is no customer support at its San Francisco headquarters. [Chime: contact us](https://www.chime.com/contact-us/)\n- For errors on electronic transfers, you can call, use the app or write to Chime Member Services, P.O. Box 417, San Francisco, CA 94104-0417. Chime must hear from you within 60 days after the first statement that shows the error, decide within 10 business days, or provisionally credit you within 10 business days and take up to 45 days (90 days for new accounts, some point-of-sale and foreign transactions). [Chime deposit account agreement (Bancorp)](https://www.chime.com/policies/bancorp/deposit-account-agreement/)\n- A CFPB complaint goes to Chime for a response, generally within 15 days; some companies give a final response within 60 days. You then have 60 days to give feedback. [CFPB: what happens after you submit a complaint](https://www.consumerfinance.gov/complaint/process/)\n- Both partner banks are national banks, so the OCC takes complaints about them. The OCC asks you to try the bank first and cannot act as your attorney or seek monetary compensation for you. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- A CFPB complaint when Chime's own channels fail: in the 12 months to June 2026, 665 of 11,565 complaints (5.8%) closed with monetary relief and 236 (2.0%) with non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Chime%20Financial%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- If the balance of a closed account has not come back, cite the CFPB's May 2024 order: Chime failed to refund balances within 14 days in thousands of instances, some taking more than 90 days. The order required at least $1.3 million in redress and a $3.25 million penalty. [CFPB enforcement action, May 7, 2024](https://www.consumerfinance.gov/enforcement/actions/chime-financial-inc/)\n- For an unrecognized transaction, turn off \"Allow transactions\" under Settings, Account Settings in the app, then contact Chime at once. [Chime: trust and safety](https://www.chime.com/security-and-support/trust-safety/)\n- Ask for the dates in writing: Chime's agreement sets a 10-business-day decision, or provisional credit within 10 business days, for transfer errors. [Chime deposit account agreement (Bancorp)](https://www.chime.com/policies/bancorp/deposit-account-agreement/)\n\n## Traps and fine print\n\n- The agreement says Chime and/or the bank may suspend, freeze, restrict or close your account for any reason with or without notice, and may hold the funds while they review the activity. [Chime deposit account agreement (Bancorp)](https://www.chime.com/policies/bancorp/deposit-account-agreement/)\n- Disputes go to binding individual arbitration with the American Arbitration Association. The agreement says that if you do not agree, do not activate or use the card or account; the agreement checked shows no opt-out procedure. [Chime deposit account agreement (Bancorp)](https://www.chime.com/policies/bancorp/deposit-account-agreement/)\n- Provisional credit is not final. If no error is found, the provider can take the credit back after it tells you the date and amount, and must honor checks and preauthorized transfers for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Chime Financial Inc\": 11,565. Top products: checking or savings 7,477, money transfer or money service 2,153, credit card 928, credit reporting 528, prepaid card 209. Top issues: managing an account 4,025, a company charging your account 1,973, closing an account 842, fraud or scam 797, other transaction problem 676. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Chime%20Financial%20Inc&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 11,565 complaints, 10,660 (92.2%) closed with explanation, 665 (5.8%) with monetary relief and 236 (2.0%) with non-monetary relief; 4 were in progress. 11,564 were marked timely. A further 62 complaints in the same period are filed under \"Chime Inc.\". Data retrieved 2026-10-13. [CFPB complaint database search by name](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?search_term=chime&field=company&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB says its complaint database is not a statistical sample of consumers' experiences, and that complaint volume should be read against company size. [CFPB consumer complaint database](https://www.consumerfinance.gov/data-research/consumer-complaints/)\n\n## Scams that target customers\n\n- Chime says it will never call, email or text you for your password or personal information, never ask you to download apps, and never ask you to send money through Pay Anyone. [Chime: avoid scams that target members](https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/)\n- Scammers spoof Chime's support number, run fake support profiles and sponsored search ads that lead to phishing sites, and promote fake \"Chime glitch\" giveaways. Use only the number in the app or on chime.com. [Chime: avoid scams that target members](https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/)\n- Report scams through in-app chat or 1-844-244-6363, and to the FTC at ReportFraud.ftc.gov. Real Chime support emails come from @chime.com. [Chime: avoid scams that target members](https://www.chime.com/blog/how-to-avoid-scams-that-target-chime-members/)\n"},"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}