Consumer complaint received 2023-09-13
Company: Chime Financial Inc
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/23 at XXXXI received an email from Chime : Account On Hold Hi XXXX XXXX , Chime has identified unusual activity relating to your account ( s ). A hold has been placed on your account ( s ) until we can verify this activity. 

Please see below for further details and instructions on how to submit an appeal to this hold. 

What Happened During routine monitoring of accounts on Chimes platform, we identified some unusual activity regarding the amount and/or origin of certain funds which have been deposited to your Chime account. 

What We Did A hold has been placed on your account. 

How This Affects You This hold will remain in place until the origin of the funds deposited can be verified. Unfortunately, you will be unable to use your Chime XXXX XXXX card or sign in to your account on the Chime website or mobile app during this time. 

What Is Needed From You To submit an appeal to lift the hold on your account, please provide the following items for verification : Identity verification documents Your primary government-issued photo ID ( such as a Drivers License or State ID card ). Please send a copy of both the front and the back of your ID. 
Proof of Address ( such as a utility bill ) Written explanation Explanation for the origin and intended purpose of any cash funds recently deposited to your Chime Checking Account Explanation for the origin and intended purpose of any funds recently deposited to your Chime Checking Account via third-party cash transfer apps ( such as XXXX, XXXX XXXX, XXXX XXXX , XXXX, etc. ) Explanation for any other unusual deposits to your Chime Checking Account that you may have received As much documentation as is available and applicable to support your explanation Some items which may verify the origin of funds loaded to your account : Receipts, invoices, paystubs, work orders, bank/earning statements, etc.

Some items which may verify the path of funds from their origin to your Chime account : Bank transfer statements, withdrawal statements, receipts for cashed checks, etc.

Expected Timeline for Appeal Review of your appeal will typically be completed within two business days of receiving all verification items. An update will be provided on your account status once this review is complete.

Please note : Additional items may be requested after initial review if your appeal does not sufficiently explain the unusual activity in question. The timeline is typically extended by one to two business days for each additional submission.

How to Contact Us Please reply directly to this message and attach the requested items. All documents must be sent in JPG, JPEG, or PDF format ( we do not accept PNG or other document formats ).

If you need clarification on the requested items above, or assistance in submitting your documents in the correct format, please let us know and we will be happy to assist you. 

Sincerely, The Chime Team XX/XX/2023 at XXXX I responded to the email : Good Morning, I have attached my drivers license. I recently moved and do not have a utility bill yet, a screenshot of proof of my account is included. 

I added my debit card yesterday. I had to change the address in Chime from where I moved to where the address is for my bank account. It did not allow me to transfer {$540.00} or even {$500.00} from my debit card so I added my bank account. 

My daughter attempted to deposit her check into her Chime account several times and it kept rejecting it. I deposited it into my XXXX account and sent her the money she was owed from my Chime account. I wanted to transfer the money I gave her from my XXXX account back to my Chime account so that it would be back in that account. The amount is {$540.00} that was being transferred. 

I kept getting automated emails after that : Hi, We got in touch yesterday to check if you had a chance to review the latest update from our team. We haven't heard back so we're going to go ahead and close your request for now. We hope your issue was resolved, but, if not, simply reply to this email within the next few days and we'll reopen your ticket automatically! 

Thanks for chiming in! 

Long story short, Chime has refused to issue the money I had in my account. 

I have all of the notes documented in my phone along with screenshots of each time I contacted customer support. I have a chain of emails in a Chime folder in my email to back all of this. 

The is no person you can talk to over the phone on the escalation team. You just have to wait for an email within 24hrs. 

Why are they entitled to keep anyones money? I could care less about the account. I wont ever bank with them again and definitely wont recommend them to anyone.

Company response to consumer: Closed with explanation