Consumer complaint received 2022-09-13
Company: Chime Financial Inc
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
On XX/XX/2022 I received a deposit from my 401k to help cover past due bills, the next day I went online to pay my bills and also logged into Chime from my work computer and received error message call customer service. I call and the gentleman explained it was because of security reasons etc. he advised to send photo and mail. I sent requested info and received an email back asking for the same/similar information that was just sent. 
I resent 3 maybe 4x, W2- Tax forms submitted to the IRS XXXX address proof and ID front and back. I was told on XX/XX/2022 3 business days. Today is the 4th business day and no resolution, not even communication/ update on what is going on with my account, every customer service agent i spoke with confirmed docs submitted, they're waiting the department to review. I demanded the situation be escalated because I am not in any predicament to not have access to those funds or my regular deposits of my check which is tomorrow night which will be 6 days since the lock out of my account. Chime should be embarrassed their company gives minimal customer service assistance, their agents basically have no capabilities outside of what WE THE CONSUMER can do on the App apparently since no one can call/assist with follow up emails requesting EXPEDITED service. MOST communication, I have initiated which has my anxiety through the roof because NO ONE SEEMS TO CARE. per their FAQS someone should get back within 24hours. not true. I went on XXXX and XXXX XXXX reached out, generic response someone will reach out but NOPE, my boyfriend went on his to contact for me which i believe trigged another generic email requesting that I sent photo of myself holding my ID and PAPER WITH NAME AS REQUESTED, and i have today XX/XX/2022. AND STILL NOTHING, no follow up, no advising they have received. This inconvenience has started a chain of real life events for me something that should have been resolved that day per their FAQS EVERYTHING SEEMS SO SIMPLE. There should be some type of CIVIL RIGHTS AND/OR consumer negligence placed on this company i have children who didnt enjoy their weekend due to no money, ive had to pick up food from a church and in 34 years of my life.. I HAVE NEVER, I CANT EVEN GO GET A LOAN BECAUSE CHIME IS MY CHECKING AND SAVINGS CARD AND CAN NOT BE VERIFIED!!!! i am broke i have mentioned this countless times to chime reps over the recorded calls. 
I am not being heard obviously, 3 escalated sup calls i am not being informed if docs received unless i make the call or being informed with any updated. next will be the safety of me and my children if i dont get my money to pay my light bill. MISTREATED, EMBARRASSED AND DRAININED. i CAN NOT FOCUS AT WORK BECAUSE I DONT KNOW WHAT IS GOING ON WITH MY CHIME ACCOUNT OR ENOUGH TO EAT LUNCH! ALSO TRIED TO CALL CORPORATE ( XXXX ) XXXX TO COMPLAIN/GET A RESOLUTION HOPEFULLY XXXX AND PER RECORDING MY # ( IN WHICH DOES NOT WORK AT THE MOMENT ) IS NOT IN THE SYSTEM HOWEVER WHEN I CALL CUSTOMER SERVICE XXXX ( XXXX ) XXXX AND INPUT THE SAME NUMBER I AM LOCATED, DOESNT MAKE SENSE. I ASKED THE REPS AT CHIME TO ASSIST WITH THAT AND PER RESPONSE, EMAIL FOR ASSISTANCE ... WHAT KIND OF HELP IS THAT?

Company response to consumer: Closed with explanation