Consumer complaint received 2023-06-16
Company: Chime Financial Inc
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
This is a very complicated situation. I already contacted the XXXX Attorney General 's Office and they referred me to you. 

Here is what happened. On XX/XX/XXXX, I received an email from Chime Bank telling me that a deposit from the SSA was returned to the sender because my account was closed. It would take 2-3 business days to be returned. 

This was a {$1500.00} deposit I was expecting to be deposited into my XXXX XXXX account, not Chime Bank. Chime had closed my account back in XX/XX/XXXX due to a violation of their Terms and Conditions. This closing was actually due to an error by Chime. But that is another story. 

On XXXX XXXX XXXX at XXXX XXXX  I logged onto the Social Security website to my check direct deposit info and saw that the bank had been switched from XXXXXXXX XXXX XXXX XXXX XXXX which was the routing and account number of my old account with Chime. 

I then called the Social Security Help Desk and spoke with a female agent and asked how my direct deposit had been changed. She investigated and told me that the change had been made on XXXX XXXX. I told her that I didnt make the request and asked how such a change could have been made. She informed me that banks had had the ability to change direct deposit information years ago, but Social Security had stopped the practice due to fraud and security concerns. But then Social Security resumed allowing banks access to beneficiaries when the pandemic arrived. She was unsure whether or not the practice had been terminated. 

She also told me that I was the third person she knew of to call the Help Desk surprised that their direct deposit info had been changed. She got my XXXX routing and account numbers and changed the direct deposit back to XXXX. 

On XX/XX/XXXX, I visited the local Social Security office and verified again that banks did have the ability to access beneficiaries ' accounts to change direct deposit information. I told the agent that I believed the action that Chime took was a criminal act and he agreed. 

I said that I was going to contact a local attorneys office to see if I could file a lawsuit under consumer protection law. He gave me a Consent for the Release of Information Form SSA-3288 to allow Social Security to give an outside individual or organization copies of specific records relating to my account. 

On XX/XX/XXXX, I called Social Securitys Help Desk to get more information about what had happened. I did not receive much more details, except I was advised to call the Social Securitys Office of the Inspector General to make a fraud report. I phoned the number given and made a fraud report. 

The agent at the Office of the Inspector General advised me that Social Security would make an investigation and take any appropriate actions. I was advised that I could never find out the results of the investigation since it was for internal use only, but could make a crime report to local law agencies. 

At XXXX XXXX. I sent an email to Chime telling them the following : On XX/XX/XXXX, I received the attached email from Chime. Below is a screenshot of that email. ( I have a copy of this email ) The next morning I called Chime customer service and I spoke with a customer service rep yesterday morning ( XX/XX/XXXX ) and asked to be escalated to a supervisor, which was done. I was very upset and I explained that I wanted to understand WHY Chime would access my Social Security account to change the payment from my existing bank account to Chime. Especially since my account had been CLOSED! 

The message of my email continues recounting what had transpired. I ended the email as follows : Not having access to my Social Security payment, which is my sole means of support, was terrifying and emotionally distressing. I had been the victim of identity theft several years ago. which has taken years to resolve. 

Therefore, be advised I am contacting local attorneys to find out if the action that Chime took, invading my privacy and accessing my Social Security account without my knowledge or consent was an illegal act. My goal is to investigate which legal options are available to me to pursue any and all financial and legal remedies. 

This is not a threat, I am only making you aware, as completely as I can of the steps, I am taking in case Chime wishes to make an out-of-court settlement. 

On XXXX XXXX XXXX, I called the Social Security Help Desk for a follow-up status, since I had not seen a deposit to my XXXX Account. The female agent checked the US Treasury Departments database and told me that Chime had received a payment of {$1500.00} on XX/XX/XXXX, which meant that Chime had lied to me in the email that they sent on XX/XX/XXXX, which stated that an attempted deposit was returned to the sender on XXXX XXXX XXXX 

She then put a tracer on the deposit to notify the US Treasury Dept. that the beneficiary had a non-receipt of payment from XXXX XXXX. I was advised that it took 7-10 days for the tracing and investigation to be completed by which time XXXX XXXX should have returned the {$1500.00} to the US Treasury Dept . After the 7-10 day investigation, I should receive a deposit to my XXXX account within a day. 

On XXXX XXXX XXXX I called Chimes Customer Support and recorded the conversation. ( I have the audio file Chime Customer Service Phone XXXX  ) I asked to be escalated to a supervisor. After waiting on hold, I told the supervisor I was recording the phone call and then I explained what had happened. In essence, I relayed the information above and that I had sent an email to XXXX on XX/XX/XXXX and had not gotten a response. 

I advised that she contact the legal department at Chime since I was searching for a law firm to file suit against Chime. This was not a threat but giving notice to Chime in case they wanted to make an out-of-court settlement. 

As of today, I have been unable to locate a lawyer to take on a Consumer Protection suit against Chime. It is my contention that it was a criminal act to access my Social Security account without my consent or knowledge. I also contend that in doing so, it caused pain and suffering, as I used my Social Security payment for my rent which was due on XX/XX/XXXX. 

Please let me know if the CFPB can help me in this situation. Thank you.

Company response to consumer: Closed with explanation