Consumer complaint received 2021-03-02
Company: Chime Financial Inc
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
So I got a Chime account back in XXXX. Every one of my paychecks from my job are deposited every 2 weeks. I have never had a problem with anything and have used it faithfully ever since then. 
On XX/XX/XXXX, I received an email from chime stating that I called the automated customer service line and to rate my experience. I immediately called customer service and advised them. They looked at my account and said they have never received a call from me before and they didnt see where anyone has called about my account, they said it was a glitch and not to worry about it. 

On XX/XX/XXXX at around XXXX I received an alert for a charge for {$41.00} from a company called XXXX XXXX, which I later found out was XXXX XXXX XXXX XXXX XXXX Georgia . It was an online order. I immediately called customer service and advised them about this charge I did not make. They asked me if I wanted to dispute it, I said of course because I live in Texas and not in Georgia, as we dont have a XXXX in the area I live in. I advised customer service to cancel my card because someone had my card number. I then changed my password at that time to a 20 character using special characters, numbers, upper and lowercase letters, non repeating. So they were going to escalate my account to a supervisor. 

XX/XX/XXXX - I was woke up from an alert on my phone. I read the message and it said that I had just changed my phone number to something totally different. I immediately called customer service and advised them someone just changed my phone number and went through 13 minutes to get it changed back to my original phone number. At XXXX I get an email that stated they closed my account because of the following, Following a recent review of your Spending Account, we regret to inform you that we have made the decision to end our relationship with you at this time. Your Spending Account will be closed on XX/XX/XXXX. 

I sent an email to them and asked why it was closed. They responded, After a review of your account, Chime identified behavior that was not in compliance with its internal policies and the member agreement executed at enrollment. 

Keeping our members protected is our top priority, and unfortunately, this means we need to take action on certain accounts that are not in accordance with our Terms of Service and/or Account Agreement.

I asked them what happened because I was questioning what had happened. They responded, I apologize for the inconvenience of this situation. Unfortunately, for security reasons, Chime is unable to disclose further information about the closure of your account. For full details, please reference section 9 ( Account Suspensions and Closures ) of the Chime Deposit Account Agreement.

I still questioned about my {$1300.00}. The response was Thanks for reaching out to Chime Member Services! My name is XXXX and I am sorry to hear about your chime account being closed. Allow me to assist you today! 

Kindly sharing with you after a recent review of your account, Chime identified behavior which was not in compliance with its internal policies and the member agreement executed at enrollment. This means a closure check with any remaining balance will not be sent. 

So they took my stimulus and my paychecks. I have been saving for 6 months just to get that amount. I told them I can supply every paycheck, every bill and everything I spent my money on. I use the account to get my direct deposit, and to pay my monthly bills and nothing else. 

Im being punished because I reported a suspicious charge on my account and canceled the card and then someone changed my phone number without anyone calling customer service or me using my phone with a password that was changed to something they would have never ever guessed. All I want is my money back so I can pay my bills so they dont get shut off. I work paycheck by paycheck. I asked them to show me what proof they had and I would show them any paperwork or documents that need and every paycheck stub they need and my stimulus check and a check my mother sent for {$300.00} a while back. They refuse anything I ask them.

Company response to consumer: Closed with explanation