Consumer complaint received 2023-04-22
Company: Chime Financial Inc
State: GA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I would like to file a complaint in reference to the customer service and professionalism of Chime banking. 

I had a Chime account opened fraudulently with my name and personal information. I discovered this by receiving a debit card in the mail on XX/XX/2023. I called Chime on XX/XX/2023 and Chime confirmed this was a real and active account. I explained to Chime this account was not opened by me and that someone had stolen my identity opening a fraudulent account. Chime did close down the account on XX/XX/2023 sending me an email confirmation. Chime explained to me in order to obtain more information on this account, I would need to provide a police report. 

Due to having a similar event of identity theft with another fraudulent account being opened with my name and personal information in XX/XX/2023 with XXXX, I wanted to know when this Chime account was opened for my records. Therefore, I had a police report filed on XX/XX/2023 and obtained it the following week. I sent an email on XX/XX/2023 to Chime to ask if I could email the police report. Chime responded back to give them a call. 

I was unable to contact Chime right away due to being occupied with work and going out of state. I called Chime on XX/XX/2023 due to receiving an email from them that I needed to call them in reference to forwarding the police report. The representative, AN, assisted and sent an email where I could upload the police report in order to obtain the date this account was opened. I uploaded the police report and she confirmed received. However, on XX/XX/2023, I received another email from Chime to upload the police report and to provide the last XXXX of my social. I responded on this same date explaining the police report was uploaded on XX/XX/2023 and the last XXXX of my social was verified via phone call. Again, on XX/XX/2023, I received the same email from Chime requesting the police report and to provide the last XXXX of my social. I responded again on the same date explaining the police report was confirmed received by the representative, AN. For the third time on XX/XX/2023, Chime sent the same email requesting the police report and to provide the last four of my social. 

I called Chime on XX/XX/2023 explaining that I've been receiving the same email from them requesting the police report and the last XXXX of my social. The representative apologized and confirmed she sees the police report has been received. I asked to send an email to me at my email address with the open and close dates of this account to have this information in one place for records. The representative stated she forwarded this information to the specialist team. She advised I'd receive an email with this information. 

I wanted to provide Chime time to review the police report and send the dates the account was opened and closed. However, this email was never received. I called Chime on XX/XX/2023 explaining I was told I'd be receiving an email with the information that I was requesting ( open and close dates ). The representative, XXXX, was unable to provide any information. He stated I would receive an email within 24 hours. I asked to speak with a supervisor and he stated none were available, and that I'd need to speak with the specialist team. XXXX stated, " I ensure you'll receive an email with this information. '' Thus, I wanted to give it time. However, the email I received on XX/XX/2023 was from XXXX advising the account was closed, but nothing regarding the open date. I responded to the email and explained that I had called on XX/XX/2023 and XX/XX/2023, and it was confirmed twice the police report was received. Once I sent this email, I received the exact same Chime email requesting the police report and the last four of my social. After this email, I called Chime again and spoke with the representative AN. I requested immediately to speak with a supervisor, which she was unable to allow. I verified with AN that the police report was received ( which is the third confirmation over the phone that Chime received the police report ). I was not happy and asked why AN can not send an email with the open and closed dates. She explained a specialized team handles this and she is unable to assist. I requested to speak with the specialized team, and AN stated they can only be reached via email and that XXXX was handling. I asked her to XXXX XXXX XXXX but she stated she had no way to communicate within the company. She recommended forwarding the police report via email and put the information I was requesting on the email. At this time, I disconnected the call as I was not making any progress. 

On XX/XX/2023, I sent two emails with the police report attached ( one email as two XXXX files and one email as a PDF file ). On both emails, I requested the dates the account was opened and closed, and explained Chime confirmed three times the police report was received. I also included the last four of my social, which I was hesistant to provide due to identity theft. 

On XX/XX/2023, Chime sent their same email requesting the police report. Again, I sent the email with the PDF police report, request for dates the account was opened and closed, and included the last XXXX of my social, and explained this was emailed also on XX/XX/2023 at XXXX PM EST. Again on XX/XX/2023, I received the same email from Chime requesting the police report. Thus, I replied with the same email and explained again this was sent XX/XX/2023 at XXXX EST and XX/XX/2023 at XXXX PM EST. Yet again, Chime sent an email still requesting the police report. 

At this time, Chime has received the police report once via upload link, once via email as XXXX files, and three times via email as PDF files. I'm getting nowhere with Chime and zero progress has been made to obtain the date this fraudulent account was opened and the date it was closed. All I'm wanting is an email indicating the date the account was opened and the date the account was closed. Since this account has my name and personal information, as a consumer I should be provided these details. This is mainly for my records and to have the details in XXXX place to easily locate if needed in the future. I previously had identity theft with another fraudulent account opened with another bank ( XXXX ) in XX/XX/2023 ( with no issues to obtain information ), and I wanted to determine if this account and the Chime account were opened around the same time. Please assist me in obtaining this information. Thank you for your assistance.

Company response to consumer: Closed with explanation