Consumer complaint received 2021-06-16
Company: Chime Financial Inc
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Friday, XX/XX/XXXX, I received an email from Chime, the financial institution where I am a current client and with whom I have a spending ( checking ) and savings account ( they are affiliated with XXXX and XXXX Bank ). They informed me that my account had been temporarily suspended due to suspicious activity. 

Since then, theyve proceeded to ask me for various documents in order to verify my identity and the source of my funds ( XXXX loan & unemployment ) ; yet every time I send in what theyve requested, I receive another email requiring an entirely new set of documentation. I understand that they need to protect themselves and their clients, so Ive continued to provide said documents despite their unnecessarily drawn out process of requesting more and more details with every response I send them instead of just letting me know of everything that they need from me in one go, in a single email. 

Well, it has been 6 days ( 4 business days ) and 2 days since I sent my last email providing the set of documents fulfilling their most recent request yet I havent heard a word from them since they last came up with something new to ask for and I can not afford to wait because this is my livelihood we are talking about ; my entire lifes savings is tied up with this bank account and I am a XXXX XXXX XXXX who is also a single father with two children and my job is thankfully picking up again but it requires me to purchase work supplies regularly and I dont have the funds available to do so because of Chimes carelessness ; not to mention all of the necessities that come with parenting and just being able to survive during these difficult times, as I get no help from anyone. 

Im willing to transfer my balance to a bank that actually cares about their clients, as Ive been reading tons of horror stories regarding Chime, where hard-working folk have had to deal with getting completely cut off from their entire account for weeks, even months on end, with no access to their completely legitimate funds, indefinitelyand this is despite them proving the legitimacy of every single transaction that Chime had presumed to be suspicious activity. 

I dont know what else to do. I have no money to buy food or toiletries, I cant do my job without supplies, and my partial unemployment benefits were just deposited into my account yet I can not even log inIm also expecting a tax refund but I guess theyll be holding onto that to too until theyre done dragging their feet on responding to my submissions. 

This is discriminatory at best and I dont think I can survive much longer without access to my hard-earned savings. The department that handles suspensions has no customer service phone number so I am left with no choice but to continue emailing them until something gives. I need help, please advise on what I can do in order to expedite this so-called review process. 

Thank you for your time, XXXX XXXX

Company response to consumer: Closed with explanation