Notes

Member name:
Verified: Yes
Agent name used on call: Charlie
Zendesk Ticket:
Issue:
Associated last 4 of card if applicable: na
Associated transactions if applicable: na
Resolution provided by agent:

DD STATUS
told mm that we haven't got it due to some verification process but as soon as we get it on a BD we'll post it on the acc and send a notification through email, also let the mm that the first one can be slightly delayed


DD RETURNED
told mm that since we're personal banking service and we can only post DD when the info matches 100% with the info on the acc, otherwise we send it back to the depositors acc and they should get it within 1-3 BD


UT CLAIM
told mm that in order to file a dispute, the trx must be settled and this process can take up to 7 natural days but as soon as the status change, mm can call us back to start the dispute process and also suggested to compromise the card and send a new one that should arrive in about 1 week

DECLINED TRX NOTIFICATION
told mm why the trx got declined and that we can block the merchant to prevent further charges and also for extra security we suggest to compromise the card and send a new one

CARD ASSOCIATED TO UT/DISPUTE
told mm we can't activate the card due to security reasons because it's associated to a UT claim/dispute however we suggest using venmo

LIMITS
told mm that the max to spend is $ and includes 3 options to withdraw: ATM for $, OTC for $500 with chime card&ID at chase, td bank or bank of America and CB for $500 at walmarts, walgreens or CVS every 24hrs and we can't increase them manually

LOAD MONEY
told mm the only way to load cash is through green dot services like walmart, walgreens and so on from $20 up to $500 every 24hrs they will charge a fee from $1up to $5 and they will get settled on the acc within 15 minutes up to 2hrs and some walmarts can load up to $1,000

ACH TO AN EXBA
told mm that these transfers take 3-5BD to get settled on the other bank acc

ACH FROM EXBA
told mm that these transfers take 1-3BD to get settled and we can't expedite the process and they can only be canceled by the bank that started the process

CANCEL ACH TO EXBA
told mm we only have 1BD to cancel it, since we're on time frame, I canceled it and confirmed the balances for the mm

CANCEL TRX REQUEST
told mm that the only one able to cancel the trx is the merchant because it was started on their end even tho the chime card was used

CANCELED TRX
told mm that when a trx is canceled, it takes up to 7 natural days for the money to be back on the acc and that we can only put the money back with the merchant's authorization

REFUND VISIBLE
told mm that the refund was started on ___ and normally it takes 2-4 natural days to be back on the acc and that we don't have the possibility to expedite the process

REFUND NOT VIVIBLE
told mm the refund is not here yet but we do see the original trx, suggested contacting the merchant again

UPDATE
since mm is not in compliance with the rules, I suggested sending an email to [email protected] with the last 4 digits of the SSN, picture of the ID and the info needed on the acc and that they will contact back within 24-48hrs


SPOTME ELIGIBLE AND COVERAGE
told mm that SpotMe is only available for mm whose acc gets $500 on DD per month, explained that this feature only cover purchases either swiping the card or online but not transfers to 3rd parties, bill payments or any kind of withdrawal

SPOTME DEACTIVATED
told mm that it got deactivated because the acc hasn't got the minimum of $500 per month on DD but as soon as the acc get it again, he will get it back

SPOTME LIMITS
told mm that the limits depend on an automatic system that gathers the info of the acc and decides whether to increase or not the limit or even to deactivate the feature for our mms


GAS HOLD
told mm that the gas stations can make a hold for up to $125 when the card is used at the pupm because they don't know what will be the final amount, however, the preauthorization should be back within 2 hours up to 4 days

MCD NOT POSTED
told mm that if the check gets posted after 5pm ET or 2pm PT then it will be reviewed by the following BD and posted by the second BD on the acc if everything went fine

MCD REMOVED
told mm that the MCD was removed because Chime determined the acc is not eligible to have it based on the agreement of the enrollment and suggested her to use Ingo money or to cash it at Walmarts

MISSING REFERRAL
told mm that to get the referral bonus, the acc must be created with the referral link, get the DD within 45 days after enrollment and the DD needs to be for $200 or more but the acc is not in compliance with the rules

FAILED VERIFICATION
told mm the MCD didn't approve the verification process from our support team and can't be resubmitted; however, it can be cashed out through the Green Dot services or using Ingo Money

MERCHANT BLOCK
told mm that the merchant was blocked, so now they won't be able to try to charge the acc without permission, suggested to turn off and on the trx of the card or get a new one

CBC WITHDRAWAL
told mm that in order to get cash is buying a money order and then cash it out because the pin number it has is just for security reasons


GHOST CALL
Agent name used on call: Charlie
Zendesk Ticket:
I introduced myself but MM HUNG UP