Consumer complaint received 2022-12-30
Company: Chime Financial Inc
State: IA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
During the month of XXXX, and XXXX of XXXX I have spent 4 to 6 weeks unable to access my account and literally 15 to 29 hours on the phone, being sent through the same mindless protocells over and over again. my password was wrong, and it would only send a code to a phone number, I no longer have access to. It could not send the code to my email 9on record ( that, and many other easy solutions are not allowed ). I tried to update my phone number so I could get the code and that could not be done. 4 times I have sent pictures of my ID and various other things as requested. Since. Iowa only issues a paper ID and one must wait 4 to 6 weeks to get the plastic version in the mail, their ID scanning system would never accept it, yet I am told that the only thing I can do is do it over and over and over again. I have called over and over again. The only other option I am given is to email XXXX. Every time I do that, I only get back automated scripts that do not address my problem. 
I had mu own solution which happened to be in place : A XXXX XXXX account linked to the debit account. But Chime had me with two different accounts : A debit account & and a credit builder account. On XXXX I called to close down the Chime accounts since it was a moment when no money was in them.. If there was money, it would be sent to an old address where I get no mail from. 

I wanted to close the accounts BEFORE a direct deposit for over a XXXX dollars hit. I was told the account was closed. It was not. 5 days later my direct deposit ( which I need to live! ) was put in the account. Durring my many more hours on the phone, I was told that it takes 5 business days to close an account. So now it was scheduled to be closed on XXXX, ONE day after my direct deposit hit it. So they were going to send my money to an address I am not at anymore. 

My other solution, to use XXXX XXXX to ge3t my money ( linked to the Chime debit account ) would not work because they automatically transferred the money out of the debit account ( where I could have gotten it ), to the credit bu9ilder account, so I could not get access to it again. Everything that is done, and the timing, seems to be to deliberately prevent me from getting my money. Keep in mind, I can verify any info on earth, I have my complete debit card number with security code and expiration date, I have my email address on record, I have my social security number and phone numbers ( including the one I can not access now ) and I also know the exact amount of my direct deposit and other account transactionsAND I sent pictures o my government ID and more!!! 

There are many possible solutions that their protocells refuse to allow ( they will only send me copied and pasted scripts ) : Transfer the money back to my debit account so I can use my legitimate XXXX XXXX  account to get it. 
Let me update the phone number so I can get the code to access the app. 
Send me the code via email ( which they have on record ) Call the state of Iowa and verify my legitimate government ID I have ( and sent them ) pictures of my broken debit card, pictures of my government ID, and many more things. They are always rejected. On XXXX XXXX I AGAIN went through their ID scanning process and also manually sent them all to XXXX ( for the XXXX time ). 
After hours on the phone, I was able to get the account closure cancelled to buy some time while they will not let me have my money. It is sitting there and XXXX cant have it. I need my SSDI to live.

Company response to consumer: Closed with explanation