Consumer complaint received 2022-03-16
Company: Chime Financial Inc
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I would like to make a complaint against Chime bank who has frozen my account since XX/XX/XXXX. 
On XXXX XXXX I received an email from Chime stating that if I did not submit two forms of ID, social security card, driver 's license and proof of address, my account would be suspended due to suspicious activity, that being transferring money into my account. 

I am a US citizen that has recently returned here after living in XXXX for some years. The alleged suspicious activity was for me to transfer money from my account in XXXX to my account here. When I opened the account the customer service rep confirmed it was ok for me to do that and even suggested the company I could use ; XXXX I went ahead and took that advice and have been transferring my savings into my account here. 

Having already submitted most of the documents when I opened the account along with requesting documents through email rather than my online account, I thought the email might be a scam, so I contacted the bank to check. They confirmed for me that the request would have come from support at chime.com, and that otherwise it was a scam and dont answer it. The email I received did not come from support at chime.com and as a result, I did not submit any of my documents. 

Five days later, I went to the grocery store to find my card did not work. I also later attempted to make an online purchase and my card was declined. I called the bank over several days and was unable to connect using my phone. I even sent several emails with no response. Eventually I managed to get through on my computer, and was told that my account had in fact been suspended. It was confirmed that I was requested to submit documents to them so they could unlock my account. I did this straight away and was told it would take 24 to 48 hours to re-activate my account. 

48 hours later my account was still frozen so I contacted them again using my computer. They told me that my documents had not been submitted and that the enquiry had been closed. I was then required to resend those documents which I did immediately. I waited on the line until the customer service rep confirmed they had received them. Again, I was told 24 to 48 hours later my account would be re-activated. 

Another 3 days later, my account is still frozen. I again called customer service using XXXX and was told they could not help me and did not have any contact details for anyone who could help me. The representative told me she could escalate my case and thats all she could do and I would just have to wait for a response. The rep told me that XXXX bank in South Dakota was the one that suspended my account. I contacted XXXX who confirmed that I do not have an account with them so they can not help me. They did forward my complaint on to Chime also, but another 24 hours later I still have not heard from Chime and my account is still frozen. 

So, as it stands now, I have been unable to access my money, purchase food or gas for the last 9 days and have been unable to speak to anyone who could actually give me an answer as to when I will be able to access my account.

Company response to consumer: Closed with explanation