Consumer complaint received 2022-08-26
Company: Chime Financial Inc
State: LA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My name is XXXX XXXX and I opened a bank account with Chime bank on XX/XX/XXXX. I used my account regularly without issue for nearly XXXX and years. Then on XX/XX/XXXX, both my checking & savings accounts with a total of {$3500.00} in them were frozen by Chime. I received an email that day from Chime requesting documentation to verify an attempted unemployment deposit from the state of Louisiana. Unfortunately, before I had the chance to send the requested documentation, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I was released on XX/XX/XXXX and have since then spent the last 4+ months going in circles with the Chime support staff via email trying to regain access to my money. 

Beginning when I was first released, I emailed Chime to explain why I hadnt yet replied with the documentation to verify the unemployment deposits were in fact rightfully meant for me. In my reply I attached a PDF which included the dollar amount of the deposits I received from the state of Louisiana, for verification purposes, as well a transaction number for each payment. I also attached a scanned copy of my department of corrections release sheet to prove that I was in fact XXXX. When I received a reply from Chime, they were requesting that I provide them with a photograph of my government issued identification as well as a picture of myself holding my identification next to my face. I explained in great detail to the support staff why I did not have an identification card and why it was not possible for me to obtain one. I explained that due to the fact that I had no money, ( because my account was frozen ) to purchase an identification card, and the nearest DMV is over 50 miles from where I live ( without transportation ), I was unable to provide the requested photo of myself holding my ID card. I also let them know that my drivers license has been suspended since XXXX and at this time I have XXXX separate outstanding DMV violations/flags that will cost me thousands of dollars to take care of. I was told by the support staff that they understood why I was unable to provide identification, and that in lieu of ID, proof of address along with another form of ID would be acceptable, i.e. birth certificate, social security card or passport. In the next sentence, they repeated their original request for an explanation, and any documents I had verifying the source of the account loads from the state of Louisiana and showing myself as the intended recipient. I didnt understand why they were repeating this request, but I went ahead and resubmitted the documentation anyway along with my most recent utility bill, and a scan of my birth certificate. Chime replied to my submission with an email once again requesting my government issued identification card, although we had already come to an understanding that I was not able to provide it and they had already listed other types of documentation acceptable to verify my identity. They also repeated their original request for an explanation, and any documents I had verifying the source of the account loads from the state of Louisiana and showing myself as the intended recipient. At this point, I began to feel as though I was being strung along and that the support staff had no intention of actually helping me to regain access to the money in my account. This feeling was only bolstered by the fact that no matter how many times I attempted to call their customer support hotline, I was never once able to talk to an actual human being for help. 

On XX/XX/XXXX, I exchanged emails with the support staff in which I requested that an agent please contact me via phone immediately so that I could once and for all figure out why my account was still frozen although I had already given the support staff everything they had requested numerous times over. I received a reply almost immediately stating, XXXX XXXX, After a recent review, your account was found to be not in compliance with Chime 's internal policies and your account agreement. Your account has been closed by Chime and is not eligible for a refund. For more information please review the section titled Amendment and Cancellation in the Chime Deposit Account Agreement : XXXX : //www.chime.comXXXX I was in shock and could not believe what had just happened. I wrote back to Chime and explained that when I attempt to call their member support hotline, I was told by an automated voice that because my account is closed, I would need to contact Chime via email for further assistance. I then repeated my requested for an agent to please contact me via cell phone to further assist me, and let them know that I had no intention of simply allowing them to steal my hard earned money from me. In reply, I received an email stating that a member of the Chime review team would contact me within 2-3 hours. The next email I received from Chime stated, To potentially access any remaining funds, send government ID, secondary ID OR proof of address, an explanation, and any docs you have verifying the source of the account loads and yourself as the intended recipient. I look forward to hearing from you. This left me extremely confused because not only were they again repeating the exact same request for the government identification they knew I did not have and had already agreed was not needed, they also made the exact same requests they had numerous times before regarding the explanation and documentation of the unemployment deposits which I had satisfactorily answered and supplied requested documentation for. But what was even more confusing was the fact that I had just been told in a prior email that I was not eligible for any kind of refund of my money, yet here they were stating that they looked forward to hearing from me in regards to regaining access to my account. 

Finally, on XX/XX/XXXX I was able to find transportation to the DMV located over 50 miles from my home and I was able to borrow the money required for my new identification card. On XX/XX/XXXX when I gained access to a computer and internet, I sent an email to Chime member support with the requested government identification as well as a photograph of myself holding the ID next to my face. I made certain that the scans of both the front and back of my ID card were very high resolution and that all 4 corners were visible. I also included the photograph of myself with my ID next to my face. I also resubmitted the scan of my birth certificate as well as my most recent utility bill. I received a reply stating that specialist were reviewing my submissions and would get back to me soon. 8 DAYS PASSED and I still had not heard back from Chime. So I wrote an email to the support staff asking for a progress report and explaining the urgent need I have to regain access to my money so that I may pay necessary living expenses. I received a reply stating, Thank you for reaching out, we have received your documents and explanation. We will provide an update regarding your account status within 2- 3 business days. Please be advised that replying to this email multiple times prior to the time frame provided may cause the review time to be extended. 

3 days later I received an email from Chime stating that in order to move forward, I needed to provide my XXXX XXXX form, as well as a tax prep invoice, government issued ID and secondary ID. I replied stating that I do not have a XXXX XXXX form because no such document exists. I do not have a form XXXX from the year XXXX because I did not file taxes for that year. I explained that they are mistaking the {$1400.00} deposit from the government on XX/XX/XXXX as a tax payment, when it is not. It is simply my 3rd Economic Impact Payment that all American citizens received. I explained that I have been unable to access the money in my account for FAR too long, regardless of the fact that I have supplied every single piece of requested documentation ad infinitum. I stated that at this point I believe Chime is intent on stealing my money from me, no matter what. I received a reply stating, We need the information we requested in our previous message to re-secure your account. Your account will remain suspended until we receive this information. I replied once again letting them know no such document exists because the deposit they are referring to is not a tax deposit, it was my 3rd economic impact payment. 

In reply, I received an email stating, To verify your identity and the deposit ( s ) made between on XX/XX/XXXX, reply to this message and attach the following items : Secondary ID. A selfie of you holding an ID document and a piece of paper with your name and today 's date written on it. Written explanation : Tell us the origin of the deposit ( s ) to verify that youre the intended recipient : IRS TREAS 310, TAXEIP3 for the amount of XXXX. Documentation to support your written explanation such as : Receipts, invoices, pay stubs, work orders, bank statements, receipts for cashed checks, 1040 form, Tax Prep Invoice or receipt or IRS acceptance proof. 

Here they were, ONCE AGAIN repeating the EXACT SAME requests made countless times as well as a completely new request that had never once before been mentioned in any way. I couldnt help but feel like they were intentionally changing the threshold for verification every time I supply them with the documentation they have requested I give them. I replied with an email stating my outrage at how absurd their new request seemed and my inability to understand why they have continually repeated the same exact request for documentation I have REPEATEDLY supplied them month after month. I then immediately wrote another email in which I supplied every single piece of documentation they had just requested in the last email they sent. I truly believed that because I had so very quickly replied to their email giving them everything they requested, even the sheet of paper with my name and the days date written on it, that they would have no choice but to do the right thing and reinstate my account. 

Instead, I received an email stating, To potentially access any remaining funds, please provide : Government-issued photo ID, such as a driver 's license or state ID card ( front and back ). A secondary ID ( i.e., passport or signed Social Security card ) OR proof of address ( i.e., full page of a utility bill dated within the last 60 days ). Written explanation of the origin and intended purpose of the funds deposited in your account. Documentation to support your written explanation such as : Receipts, invoices, pay stubs, work orders, bank statements, receipts for cashed checks, etc. 

I came to the immediate realization that this establishment and their support staff are absolutely not operating in good faith. They are intentionally mocking my pleas for help and are intent upon keeping my money. I dont understand why a bank would believe they can get away with stealing a customers money like this, but I am praying the Consumer Financial Protection Bureau will be able to help me to regain access to my accounts so that I can immediately withdraw all funds from this horrific establishment. 



Separately, I have 2 other disclaimers of information relevant to my account. The first is that when I originally opened my account via the Chime app, I mistakenly entered XXXX as my year of birth because I was speaking to my daughter on the telephone at that exact moment and she asked me what year her mother was born, which is XXXX. I was in fact born on XX/XX/XXXX. I did not realize I had mistakenly entered XXXX until months later when I had to contact Chime support over the phone regarding a charge I didnt recognize. When the customer service agent asked for my date of birth, she was not able to verify it in the system and it took the both of us a couple of minutes to determine what the issue was. At the time, she ensured me that she had in fact corrected my year of birth in their system. However, a few months later when attempting to change my password I was asked for my date of birth and when I entered it, I was told it was incorrect. So I entered XX/XX/XXXX and the verification went thru. Looking back, I should have immediately contacted Chime again to ensure they made the necessary change to my date of birth, but I brushed it off out of laziness thinking it probably wasnt that big of a deal and would probably never be an issue. To clarify, the year of birth discrepancy has never once been mentioned by Chime in our email communications, so it may very well be the case that the customer service agent that was supposed to make the correction simply noted my account explaining the discrepancy and that was satisfactory. 

The second is that when I first opened my account with Chime, I was living in XXXX XXXX. My address was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I moved at the end of XX/XX/XXXX to the place I live now located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX When I moved, I emailed the Chime team to inform them of my change in address and I provided them with both my last utility bill for my home in XXXX XXXX as well as my first utility bill for my home in XXXX XXXX. For whatever reason, they have simply never updated the address in their system and still have my XXXX XXXX address listed as my official address. The discrepancy between the address they have listed in their system versus my actual address has not been cited as an issue or brought up in any way by the support staff in our email communications, I just thought it was best to make sure I gave you every single piece of information relevant to my account with Chime. 



I went through all of my communications with Chime and did my best to create a PDF containing all emails exchanged in a chronological order. This was not an easy task, and I was unable to figure out how to get the XXXX XXXX XXXX XXXX XXXX XXXX  to be opened and on display in the subject of the email from XX/XX/XXXX at XXXX XXXX However, I am attaching it to this email along with including each individual PDF and image displayed throughout the long PDF file of email exchanges I put together. Please let me know if there is anything else I can provide. 

My phone number is XXXX. I work during the day, but I get off at XXXX XXXX  every day. I receive so many unwanted spam calls every day that I have stopped answering the phone for unknown numbers altogether. However, if you guys leave a voicemail I will call you right back, or if you can let me know a date and time you would be calling I can make sure to answer your call. 

Thank you in advance for your time and for your help. I look forward to hearing back from you guys and I very much look forward to the day this nightmare of mine will come to an end. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation