Consumer complaint received 2023-05-05
Company: Chime Financial Inc
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
To whom it may concern : My complaint is with Chime Bank. I use this account for online gaming with XXXX. I received my first email from Chime Outreach on XX/XX/XXXX. They said routine monitoring required verification. The deposits from XXXX  were flagged as suspicious. I sent the documents they asked for and called Customer Service to explain that I was online gaming and that if they just looked at my bank statements they would see that I pay into XXXX  to play and they pay back my winnings. The agent I spoke to made a ticket on my account and said if I got any more emails to just respond and tell them it's just gaming and that they had already made a note of that on my account. I did so and they kept emailing. I answered every email and sent every document they have asked for. Copies of emails from XXXX, copies of all my transactions from XXXX, copies of my own bank statements showing my deposits TO XXXX, copies of my husband 's W2 from his employer, which is a paycheck we get direct deposited into this Chime account twice a month, copies of my ID, cable bills and tax forms with my address on them. I have never NOT responded and kept in constant contact. I received an email on XX/XX/XXXX asking for more documents and that I had XXXX business days to send them. Instead of XXXX business days, my account was suspended XXXX hours later. I asked for a phone call so that I could discuss this with an actual person. I never received any confirmation that any of those documents were ever received or reviewed by anyone. I only kept receiving the same repetitive emails over and over with no clarification about what to specifically do. Even then, I still ALWAYS responded. I called customer service and they told me there was nothing they could do. I have saved all our emails back and forth and also my XXXX recorded phone calls with Chime Customer Service. I have been met with resistance at every attempt to clear this up. Even when Chime sent me a link to upload more documents, the link said " You've reached your document upload limit '' and when I called to have that fixed, I was once again told they could not help. I have photos of this as well. All anyone would have to do to figure this out is just to look at my bank statement. It could not be more clear that I pay XXXX to play their games and they pay me my winnings back. It's all right there on my bank statement that they have had access to this whole time. I can not pay my bills, rent, or buy food for my family. We did not even receive my husband 's paycheck because of this suspension. We have a XXXX XXXX XXXX child and elderly parents who also rely on us. The reason I use XXXX in the first place is to help make extra money for my family. I have done some online research and have noticed this has happened to thousands of Chime customers, over the last several years. They have a record number of complaints and have been sued several times. I am getting no response and they have not fixed my account.

Company response to consumer: Closed with explanation