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Popular mobile banking app Chime suffers outage, customers' money hangs in the balance

Posted at 7:48 PM, Oct 18, 2019

SAN FRANCISCO — Chime, a popular mobile banking app and debit card, experienced an outage that began on Wednesday and is continuing to give users problems as of Friday.

Upset customers reached out to Chime on Twitter after reporting their cards were not working and they could not access their app.

Chime announced Wednesday that they were aware of the issues and attributed them to a processor, which didn’t leave customers feeling any better.

Some users reported that when they attempted to contact Chime, a prerecorded message falsely stated the debit cards would still work and that the outage didn’t impact all customers.

A day later, customers were still experiencing outages and had no access to the money in their accounts. Chime took to Twitter again to announce that card transactions were still down.

The banking app replied to angry customers assuring that, despite the issues, no data or deposits had been compromised, providing a link to receive updates on the status of the outage.

On Friday morning, the banking app reported that after two days of issues, purchases, ATM withdrawals, direct deposits, transfers and Chime checkbooks were working normally—but that wasn’t the end of the chaos.

After regaining access to their accounts, Chime customers began reporting missing money from their accounts, despite not having had access for days.

Some users reported being short hundreds of dollars with no explanation as to why.

Despite Chime assuring its customers that their accounts were secure, many expressed concerns that Chime had been hacked.

Chime sent out another tweet Friday evening stating that after receiving questions regarding account balances and their disparities, the app temporarily removed balance information until they could provide the most up to date balance.

The banking app assured that they take the matter seriously and are investigating the processor issue. They also assured customers that their money was safe.

Still, customers were not satisfied with that answer and the fact that they have no access to their account balance.

News 5 called Chime’s customer service line and got the following prerecorded message:

“Thanks for calling Chime. Card purchases, ATM withdrawals and direct deposits are all working as expected, however, we are currently experiencing technical issues with the Chime app. Also, you can receive your balance over the phone system. We are working to restore full app functionality as quickly as possible and are deeplysorry for the inconvenience. We are experiencing high call volumes and hold times are over 40 minutes.”

Customers impacted by the issues with Chime’s banking can email support@chimebank.com.

Chime has more than a million downloads on the Google play store and has a 4.7 rating with more than 62,000 reviews on the App Store.

The issues with the banking app are ongoing.