Consumer complaint received 2023-03-27
Company: Chime Financial Inc
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Unable to open an account

Complaint:
I attempted to open an online account today, XX/XX/2023, through Chime which uses The XXXX as its banking service provider. After inputting my name, email address, phone number and date of birth, they indicated they were not able to continue and provided no information as to why. When I called their support number, they told me I needed to send a screenshot of the error message received to their support email address ( XXXX ). I sent the email. They asked me for an explanation of the email ( even though the screenshot shows I received an error when attempting to open an account ). I explained the situation. They indicated that my application failed an identity check. It should not have. The information was all completely accurate. They asked me for a picture of my unexpired photo ID, a picture of my self holding a paper with my name and today 's date written on it, and my last four digits of my social security number. I provided those. The next email I received indicated that " Chime only allows one account per person '' and suggested I reset my password. 

I did not have an account, nor have I ever had an account with Chime. I did not have a password to reset. 

I attempted to reset a password as instructed. I received an email link to reset. I followed the directions. When I went to login with my email address and the newly reset password, nothing happened. The system just refreshed the login screen and did not login or provide any message indicating that anything failed, which was unusual. 

I then received a second email from Chime support indicating they needed the last 4 digits of my social security number which was already provided. Again it suggested I already had an account, which I do not. I responded indicating I had already provided that information and was confused by their email. I requested they call me and provided my contact information. I received an additional email from them after that, identical to the prior email, now requesting a photo of my social security card. 

I was concerned that they were not reading my emails and suggesting that an account may have been opened with my name illegally, so I called their phone support at XXXX XXXX ET. The first person I spoke to indicated there was no account after asking me for information. I asked them why email support would indicate there was, but they were unable to answer. I requested a supervisor. I was placed on hold and then disconnected. I called back. The person indicated they were a supervisor and their name was " XXXX ''. After repeating the situation to XXXX, I asked him who their primary federal regulator was. He initially told me it was confidential and could not share it. Then he indicated it was the FDIC after putting me on hold, but that was also incorrect. He told me I could call back and maybe someone else could help me. I told him I wasn't going to call over and over again until I got someone who knew the answer, that I wanted to speak with his supervisor. He transferred me to another random representative named " XXXX ''. XXXX told me he would transfer me to their fraud team to confirm whether an account exists or not. At this point, I am still waiting on hold after 40 minutes of calls, and 10 emails back and forth with Chime.

So in summary, there are a few problems : 1. I was denied an account without reason and when I attempted to resolve the issue, no progress has been made and all responses via email appear automated without attempting to fix the issue.

2. Support emails seemed to indicate the existence of a prior account with some of my information even though I've never had an account with Chime or The XXXX. 
3. Attempts to resolve the issue via phone support only created more confusion and support representatives refused to address the issue appropriately, even providing false information.

Company response to consumer: Closed with explanation