Consumer complaint received 2021-02-06
Company: Chime Financial Inc
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
This morning At XXXX on Friday XXXX XXXX XXXX Chime Bank emailed my account with your account is on hold/suspended. 
Account On Hold Hi XXXX, Chime has identified unusual activity relating to your bank account ( s ). A hold has been placed on your account ( s ) until we can verify this activity. 

Please see below for further details and instructions on how to submit an appeal to this hold. 

What Happened During routine monitoring of accounts on Chimes platform, we identified some unusual activity regarding the amount and/or origin of certain funds which have been deposited to your Chime account. 

What We Did A hold has been placed on your account. 

How This Affects You This hold will remain in place until the origin of the funds deposited can be verified. Unfortunately, you will be unable to use your Chime Visa Debit card or sign in to your account on the Chime website or mobile app during this time. 
What Is Needed From You To submit an appeal to lift the hold on your account, please provide the following items for verification : Identity verification documents Your primary government-issued photo ID ( such as a Drivers License or State ID card ). Please send a copy of both the front and the back of your ID. 
Proof of Address ( such as a utility bill ) Written explanation Explanation for the origin and intended purpose of any cash funds recently deposited to your Chime Spending Account Explanation for the origin and intended purpose of any funds recently deposited to your Chime Spending Account via third-party cash transfer apps ( such as XXXX, XXXX XXXX, XXXX XXXX, XXXX, etc. ) Explanation for any other unusual deposits to your Chime Spending Account that you may have received As much documentation as is available and applicable to support your explanation As much documentation as is available and applicable to support your explanation Some items which may verify the origin of funds loaded to your account : Receipts, invoices, paystubs, work orders, bank/earning statements, etc. 
Some items which may verify the path of funds from their origin to your Chime account : Bank transfer statements, withdrawal statements, receipts for cashed checks, etc.

As much documentation as is available and applicable to support your explanation Some items which may verify the origin of funds loaded to your account : Receipts, invoices, paystubs, work orders, bank/earning statements, etc. 
Some items which may verify the path of funds from their origin to your Chime account : Bank transfer statements, withdrawal statements, receipts for cashed checks, etc. 

Expected Timeline for Appeal Review of your appeal will typically be completed within two business days of receiving all verification items. An update will be provided on your account status once this review is complete. 

Please note : Additional items may be requested after initial review if your appeal does not sufficiently explain the unusual activity in question. The timeline is typically extended by one to two business days for each additional submission. 
How to Contact Us Please reply directly to this message and attach the requested items. All documents must be sent in XXXX, XXXX, or XXXX  format ( we do not accept XXXX or other document formats ). 

If you need clarification on the requested items above, or assistance in submitting your documents in the correct format, please let us know and we will be happy to assist you. 

Sincerely, The Chime Team I made three calls to Chime with the third call agent telling me it would be resolved by end of day. I then get email responses. 
Here is email conversation with Chime Bank. 
Hello I am unsure why there is an issue with my account. I am unsure what deposit could have caused this I believe my last deposit was from my Michigan Unemployment. I have been getting since pandemic started for months beginning in XX/XX/XXXX. So I do have two addresses but legally from Michigan the Tennessee is temporary until end of XXXX. 
Myself to Chime : Enclosed is my identification driver license from Michigan. I recently few months ago switched my address to my Tennessee address where I have been taking care of a family member who is ill since Im unemployed. 
Also enclosed is my unemployment info from the state of Michigan where I received deposit. 
Mail and other documents that could possibly help you. 

Can you let me know how long this will take please. I waited two months for my unemployment and receive it and I now cant access it. I sent Birth certificate, drivers license, mail photos identifies me. 
Copies of my unemployment from my last deposit. 

Chimes response is : Hi XXXX, Thanks for reaching out to Chime Member Services and providing us with that information. We received the following documents : your primary ID. However, we still need a few more items from you to verify your account. 

In order to move forward, please submit the following : A secondary form of ID ( such as US Passport or not laminated signed Social Security card, ) OR Proof of Address ( such as a utility bill ) must be dated within 60 days fully unfolded and outside of the envelope showing all four corners. 

Please provide documents or explanation necessary to validate funds loaded to account such as w2, paystub from place of employment, or State of Unemployment Benefits. 


Please reply directly to this message and attach requested items. All documents must be sent in XXXX, XXXX, or XXXX format ( we do not accept XXXX or other document formats. ) If you need clarification on the requested items above or assistance in submitting your documents in the correct format, please let me know and I will be happy to assist you. 

Best, XXXXChime Support This is when I responded with more mail identification, my birth certificate, and SSN card photos. All documented in my emails. 

Chime on the phone tell me it will be handled this evening. After call I then receive two emails. 
Chime Hello XXXX, Thank you for reaching out, we have received your documents and explanation. We will provide an update regarding your account status within 2- 3 business days. Please be advised that replying to this email multiple times prior to the time frame provided may cause the review time to be extended. 

Thanks, Chime Team XXXX Chime. All XXXX XXXX. 
XXXX XXXX XXXX, XXXX XXXX, CA XXXX Number two was after I tell them by email I was told it would be handled by end of day. 
Hello XXXX, Thank you for reaching out, we have received your documents and explanation. We will provide an update regarding your account status within 2- 3 business days. Please be advised that replying to this email multiple times prior to the time frame provided may cause the review time to be extended. 

Thanks, Chime Team Hi XXXX, How would you rate your recent experience with our automated phone system? 
Good, Im satisfied Bad, Im unsatisfied Thank you, The Chime Team I do not know what to do they will not tell me what the problem is with my deposit from my PUA unemployment. I have been receiving deposits since XX/XX/XXXX no problems. Now I can not access my funds, this is after I waited weeks for PUA to reopen. I need help.

Company response to consumer: Closed with explanation