Consumer complaint received 2023-06-12
Company: Chime Financial Inc
State: GA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Friday XX/XX/XXXX I Initiated a transfer of {$1000.00} into my chime checking account from my linked banking account, XXXX. At the time my Chime savings account had {$270.00}, and Chime checking account had {$370.00}. It usually takes 3 to 5 days to post on my Chime account. According to my XXXX records it posted on ( XX/XX/XXXX ) at approximately XXXX eastern time zone. This deposit brought my total checking to {$1300.00} plus {$270.00} in savings for a total {$1600.00} available in funds in my chime account. On XX/XX/XXXX I tried to send my wife {$1000.00} to her chime account but my account had a limitation on my funds, and I could not send her any amount of money. 
On XX/XX/XXXX I called chime to see why my funds were frozen. I spoke with a girl, and she referred me to chime/support chat where I was told by email. 

Hi XXXX, We discovered that your account violates Chimes member agreement and internal policies. 

To potentially access any remaining funds, please reply to this message and attach the items below : To verify your identity and the validity of the deposits made in your account, please provide the following items : Government-issued photo ID, such as a drivers license or state ID card ( front and back ). 
A secondary ID ( i.e., passport or signed Social Security card ) - or - proof of address ( i.e., full page of a utility bill dated within the last 60 days ). 
A selfie of you holding an ID document and a piece of paper with your name and today 's date written on it. 
Written explanation Tell us the origin and intended purpose of the funds deposited. 
Documentation to support your written explanation such as : Receipts, invoices, pay stubs, work orders, bank statements, receipts for cashed checks, etc. 

For account security, please upload attachments using this generated secure link : https : XXXX. This link accepts XXXX attachments at a time. Documents must be in JPG, PDF, RTF, TIFF, PNG or HEIC format. We dont accept XXXX XXXX Files or other document formats. We may request additional items after the initial review. 


To upload documents via the secure link : 1. Click on the link provided in this email, then click Add an Image.

2. Select up to 10 images to upload and click Submit. Once submitted, well look at the documents and get back to you as soon as possible. 
3. If the link has expired after an hour, you can regenerate the link by clicking Send me a new link and looking for another email with the new link. 

Contact us again if you have additional questions. 

Thanks, XXXX | Chime XXXX XXXX I uploaded a selfie of me holding my drivers license with a sheet of paper with my name and date written on it. A picture of social security card, A PDF of my latest bank statement, A picture of Written explanation of the origin of the deposit. which came from my bank. After waiting a few hours to see if my funds were unfrozen, since I uploaded everything that was asked of me, my account was still frozen. So, I called XXXX again and spoke with XXXX at XXXX XXXX eastern time zone. I was somewhat agitated by this time especially after this guy could not help me. I asked for the case number for our call. After much hesitation he told me the ticket number was ( XXXX ). On XX/XX/XXXX my account was closed, and I could no longer log into my chime account with my phone. So, I emailed Chime and got the same list of things I needed to upload to chime to prove who I was. I drove to my hometown bank XXXX and showed the teller the emails between chime and me. The teller printed out a detailed activity report of the transactions on my account. She highlighted the {$1000.00} transfer to stride which is chime. I get back home and start the upload process. I uploaded a picture of me holding my drivers license with a sheet of paper with my name and date written on it along with my social security card. A picture of my electric bill with my name and address on it. A picture of the documents that my bank printed out for me, showing the detailed transactions on my account. On XX/XX/XXXX chime says : XXXX XXXX, Thank you for reaching out to Chime XXXX Services. Hoping you and your loved ones are having a great week and staying safe. We sincerely apologize for the delay in the response, as we're experiencing a high volume of contacts at the moment. 

We definitely understand the importance of having access to this feature for you and the importance of having access to your funds at your own convenience. 

Please take it as a consideration that this is not intending to place a value on your experience, rather it emphasizes our commitment to you as our valued member. Chime has identified activity on your account that is not in compliance with its internal policies and the member agreement executed at enrollment. If there is any account balance due to you, a check will be mailed to the address on file within 30 days. 

Weve identified activity on your account that does not comply with the terms of Chime 's Deposit Account Agreement. Your account has already been closed on XX/XX/XXXX. If you would like to appeal this decision, please contact us at XXXX. 

We're bound to be abide by certain norms, regulated by Chime Member Security Policy Guidelines to prevent any of Member 's Account from Fraudulent or Suspicious Activity. It also includes making Chime more Safe and Secure for our Members, their Funds and their Account Details to be averted from any kind of unknown/unauthorized activity. We understand this is not ideal, but please know that your trust and security are our top priority. 

Lastly, kindly confirm to us whether your concern was addressed and your issue was resolved or not or if you've other issues/concerns, by replying to this email thread so that we can take further action without any delay. 

We appreciate you bringing this to our attention and we hope you find this information useful. Have a great day and stay safe! 

Kind Regards, XXXX l Chime Member Services So, I wait and dont email chime anymore because I think I will get a check in the amount of -- -- -- - {$1600.00} well its XX/XX/XXXX and still nothing I emailed them several times with all the information I provided in this complaint, and this is what they respond with. 



Hi XXXX, Thank you for reaching out. We apologize again for the inconvenience this may have caused. 

After a recent review of your account, weve found that it does not comply with the terms of the Deposit Account Agreement. Your account has been closed by Chime and is not eligible for a refund. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. 

We regret any inconvenience this may have caused. Please let us know if we can assist you further or give us a call at XXXX. 

XXXX | XXXX XXXX XXXX XXXX XXXX, For security reasons, Chime is unable to share more information about the account closure. We're also unable to review whether your account can be re-enabled or refunded until we receive valid documents verifying the deposits. 

To help us validate the deposits, please contact the source of the funds to verify them as the source of the deposits and yourself as the intended recipient. In the meantime, I invite you to review the Chime Deposit Account Agreement. 

If you have further questions, please respond to this message or give us a call at XXXX. 

Thanks, XXXX | XXXX XXXX XXXX Chime keeps giving me the run around and never explains how my account violated their deposit agreement. I did not do anything fraudulently or shady to have my account closed and funds taken. I just want my {$1600.00}. I feel like I was stolen from. 

Thank you. 
XXXX XXXX

Company response to consumer: Closed with explanation