Consumer complaint received 2023-04-26
Company: Chime Financial Inc
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
I opened a deposit account with Chime on XX/XX/XXXX and applied for Chime Visa Debit Card so I could use it on my upcoming trip to XXXX. On the same day, I connected my XXXX XXXX XXXX checking account, jointly owned with my wife, successfully with my Chime account. ThenI initiated a transfer of {$3800.00} from your XXXX XXXX XXXX account to my Chime. 

On XX/XX/XXXX, I received email confirmation from Chime below : A deposit of {$3800.00} has posted to your Checking Account. Your updated balance is now {$3800.00}. 

Congratulations on funding your account! You can now use your Chime Visa Debit Card. 

However, on XX/XX/XXXX, I received the following email from Chime : Chime has identified unusual activity relating to your account ( s ). A hold has been placed on your account ( s ) until we can verify this activity. 

Since then I have been working with them to resolve the issue. I provided all the items they requested and more as listed below : -photos of front and back of my Florida drivers license - photo of my U..S. passport photo page - photo of my social security card -A selfie of me holding my passport and a piece of paper with my name and today 's date written on it. 
-A selfie of me holding my social security card and a piece of paper with my name and today 's date written on it. 
- a photo of the ach transaction printout provided by XXXX showing the transfer to Chime XXXX bank statement from XXXX XXXX XXXX with my name shown as a joint account owner of that account and the line item showing the {$3800.00} ach transfer to Chime - written explanation about the origin of the deposit ( s ) to verify that I am the intended recipient, I.e., a direct ach transfer from XXXX XXXX XXXX checking account i co-owned to my Chime account. 
- a pay stub showing i set up a direct deposit into the XXXX XXXX XXXX I co-owned and initiated the deposit. 

After many many calls with Chime customer support and getting response from a different agent of Chime member protection team almost every single time based on e-mail signature and many times being asked for the items I already provided, I still could not resolve the issue. The last file upload Chime Member Protection team sent to me could not be used because I have reached their document upload limit. The last agent that I worked with closed my account on XX/XX/XXXX with the email below : After a recent review of your account, weve found that it does not comply with the terms of the Deposit Account Agreement. Your account has been closed by Chime and is not eligible for a refund. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. 

When I asked him what else exactly I needed to provide and offered such as any items they may need from my wife as the co-owner of the XXXX XXXX XXXX, I got the response from XXXX below : For security reasons, Chime is unable to share more information about the account closure. We're also unable to review whether your account can be re-enabled or refunded until we receive valid documents verifying the deposits. 

To help us validate the deposits, please contact the source of the funds to verify them as the source of the deposits and yourself as the intended recipient. In the meantime, I invite you to review the Chime Deposit Account Agreement. 

When I asked the member customer service team what they are looking for since I already provided my bank statement, they could not offer me clear and explicit instructions other than reading the instructions back to me.

Company response to consumer: Closed with non-monetary relief