Consumer complaint received 2023-06-03
Company: Chime Financial Inc
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I have been a customer of Chime for several years, with no previous issues. 

On XX/XX/2023, at XXXX, I was informed via email from Chime that my paycheck in the amount of {$1300.00} was direct deposited into my Chime account from my employer of XXXX XXXX, as has happened biweekly for the past XXXX years without issue. These funds were immediately automatically moved via Chime 's XXXX XXXXXXXX feature from my Chime Checking account into my Chime Credit Builder account. I also utilize Chime 's Round-Up feature for purchases and thus have some money in my Chime Savings accounts. After having utilized Chime 's free-to-use XXXX feature, the total amount moved from my Chime Checking account into my Chime Credit Builder account was {$1200.00}. 

Without having made any transactions whatsoever, the following occurred four hours later : On XX/XX/2023, at XXXX, I received an email from Chime stating that my Savings Account had been closed and all remaining funds have been transferred to my Chime Checking account. Immediately thereafter, also at XXXX, I received an email stating that " following a recent review of ( my ) Chime Checking Account, ( Chime ) regret ( s ) to inform ( me ) that ( they ) are ending our relationship at this time, '' and that my Chime Checking account would be closed on XX/XX/2023. Immediately thereafter, I recevied a third email- also at XXXX - that my Chime XXXX XXXX account had been closed, effective immediately. 

As these notifications popped up on my phone, I tried to log-in to check my account on the Chime App only to be greeted with a " hand-waving '' emoji. I promptly left work, got into my car, and drove to XXXX in an attempt to withdraw my funds, but my Chime cards declined. 

When I returned to work, I called Chime 's listed support number, XXXX, and after providing all of my identifying information and asking about my accounts, was told that my accounts were closed and that they were sorry, but that I would receive a check after XXXX  days, no later than XXXX days, for the amount of the funds that were in my three accounts. I was also told that nobody on the phone could discuss the reason behind account closures and that I would need to email the Chime support team. 

At XXXX on XX/XX/2023, I emailed " XXXX, '' the listed Chime support email address and explained all of this in the email, asking why my accounts were closed and confirming when/how would I be receiving the money that was in all three of my accounts. 

At XXXX on XX/XX/2023, I received an email from Chime stating the following : " If you still have funds in this account, please allow XXXX  days for any outstanding transactions to settle, and then a physical check for the remaining balance will be sent to your mailing address. You should receive your check within XXXX days of your account closure date. '' I was directed to review the XXXX XXXX as to why my account was closed and upon doing so, I could not ( and still can not ) find why it was closed. I emailed Chime back at XXXX asking for the exact reason my account was closed. 

At XXXX on XX/XX/2023, I received an email from Chime stating the following : " Chime has determined that your account does not comply with the terms of the Deposit  Account Agreement. Your account was closed on XX/XX/2023. If you still have funds in this account, please allow XXXX days for any outstanding transactions to settle, and then a physical check for the remaining balance will be sent to your mailing address. If you are expecting any direct deposit, I would like to inform you that it will be returned to the sender and they will receive it back within XXXX business days. You should receive your check within XXXX  days of your account closure date. '' Having lost all access to all of my funds ( Chime was my only financial system ) I had to borrow money from friends and ultimately from my job in order to cover my bills. 

On XX/XX/2023, at XXXX, I emailed Chime the following, responding to the same thread we had already been emailing on : " Hello, My accounts were closed by Chime on XX/XX/XXXX. I am requesting an update on the aforementioned physical check I will be receiving of the combined amount of the funds there were in my XXXX accounts. Has it been mailed? Thank you for your time -- '' On XX/XX/2023, at XXXX I received a separate email from Chime that stated the following : " After a recent review of your account, we've found that it does not comply with the terms of the XXXX Account Agreement. Your account has been closed by Chime and is not eligible for a refund. '' I responded to that email at XXXX stating that I had already been informed several times, verbally and in writing, that I would be receiving a check, that I have reviewed the Terms and do not see where or how I suddenly became non-compliant. I received an email at XXXX that my account was closed by Chime and is not eligible for a refund. 

On XX/XX/2023, I received an email from Chime stating they noticed a change in my direct deposits, as if I still have an account with them. Out of curiosity, I tried to log in to my account and the app informed me that my account had been closed, just as it had stated on XX/XX/XXXX, and to contact their support number or email address for more information. 

On XX/XX/2023, I received an email from Chime stating that I've got new XXXX XXXX  to send, again, as if I still have an account with them. I am still unable to log into my former Chime account. It is still listed as having been closed by Chime, and to contact their support number or email address for more information. 

Since this transpired I have read dozens and dozens of news articles and community threads about this exact situation with Chime happening to other people.

Company response to consumer: Closed with explanation