Consumer complaint received 2023-01-12
Company: Chime Financial Inc
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XX/XX/XXXX, Chime 's " XXXX XXXX '' sent me an email stating that their routine monitoring identified activity on my account which requires verification. I called Chime the same day to ask about the validity of the email and they confirmed it was sent from them, so I sent the documents that I was asked to provide. The agent on the call also reassured me that there was nothing they could see that was wrong with my account and that this was " routine '' and once I submitted the documents, the issue would be resolved. 

On XXXX XX/XX/XXXX, I received a follow-up email from the " XXXX XXXX '' stating that they have no received " sufficient information '' to verify recent activity on my account, yet did not offer any specifics and asked for the same documents and reasons I had already provided in my email to their first request. There is no specific point of contact assigned to this case and there were no direct contacts provided in case of any questions or concerns. I once again called Chime 's customer service and another agent confirmed that the required documents were submitted and advised me to respond again with the same information along with a ticket number they provided ( XXXX ) that would allow the team to resolve this issue, so I did. 

On XXXX XX/XX/XXXX, I received the exact same follow-up email stating that they don't have sufficient information. So, I called customer service again and asked them to pull up my notes and ticket number. Same response, or rather, lack of response. The agent was not able to tell me exactly what was missing, what was needed, or why I was receiving the email saying that the information I provided was insufficient. This agent ( I never spoke to the same agent twice ) also confirmed that the documents are sufficient and they would again create a ticket to resolve the issue. 

On XXXX XX/XX/XXXX, I received an automated email from the XXXX XXXX concerning ticket XXXX stating that they haven't heard back from my regarding recent account activity, even though I had called 2 days prior and spoke with an agent who had created a ticket for this particular case. I called again and resubmitted the documents along with yet another ticket that was created for this call, XXXX. The agent assured me that the documents were correct and that he would have someone contact me directly about this issue within the hour. The call was around XXXX XXXX and I did not receive any follow up from Chime for the rest of the day. 

on XXXX XX/XX/XXXX, I received another email from the XXXX XXXX again stating that they don't have sufficient information and asked me to provide any " documents/stubs as there are several third party ACH money transfers on the account. '' No idea what this means, and in a separate email from " The Chime XXXX '' I was notified that my account has a temporary security restriction due to " some unusual activity '' and was no longer able to access or view my account. They requested that I send a primary government-issued ID and proof of address in a form of some utility bill, which I do not have because I don't have any bills under my name. 
I called again, this time finally was able to escalate to a supervisor who told me the same thing every agent I've spoken to has : that the documents were sufficient and that she would escalate this to the correct department. I also sent an ID and I told her that I do not have any utility bills and she said she would make a note and this issue would be resolved within the next XXXX hours and I would be notified via email. I never received any emails so I called again, spoke to a different supervisor who created another ticket and escalated the issue. 

This process has been repeated multiple times since XXXX XX/XX/XXXX and is now part of my daily routine. Every time I call, I ask to speak to a supervisor, and no supervisor has been able to give me an answer as to why exactly my account was suspended and why I've received no communication from the " correct department '' to help lift my suspension. They tell me they have no answers for me, that they can do no more than to create a ticket and escalate it to the department that handles this. All they have done is re-read emails that have been sent to me and ask me to " send documents '' ; none of which have led to a resolution. I do not need help reading emails as I can read perfectly fine. 
In a desperate attempt, I replied to the email that notified me of my account suspension with another copy of my driver 's license and a copy of a bank statement from another institution as proof of address in lieu of not having any bills, all while on a call with yet another supervisor who confirmed that she received my email and would forward it over. 
I was told that even the supervisors have no way to directly contacting the " correct department '' that handles account activity and suspensions, and the only way to reach them is creating tickets and to email them. Furthermore, this was " outside the scope of their capabilities. '' I have now probably a dozen tickets in my file and I've emailed this elusive department multiple times. I was also told that they have up to XXXX hours to respond. We are now going into week XXXX of this absolute nightmare of a completely outrageous institution that should not ever be given the function to handle any one 's finances. 

I need access to my funds as I need money to XXXX.

Company response to consumer: Closed with explanation