Consumer complaint received 2022-02-01
Company: Chime Financial Inc
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem getting a card or closing an account
Sub-issue: Trouble getting, activating, or registering a card

Complaint:
I was told about Chime through a friend after telling him I was done with XXXX. He sent me a link for Chime and said if I went with Chime and had direct deposit set up that him & I can earn {$100.00} each through Chime. So I used the link and tried to start an account with Chime and that's when everything went south. After I put all my information in to sign up and hit the summit button and error popped up stating, " We're sorry! Unfortunately, based on the information provided, we were unable to open a Chime Deposit Account for you at this time. Due to security reasons, our Member Services team is unable to provide you with any further information. '' A day or two went by and I chose the chat with the support team. I have transcript. I told XXXX that I has having issues with creating an account and I needed help. She told me that I created an account two days ago and gave me the login user name and a email link to reset my password which I did and it did not work. I called back on XX/XX/2022 XXXX XXXX and got to speaking with someone around XXXX XXXX Sadly I can't remember his name but was very helpful and he was able to pull up ALL the infromation, including emails I had sent back to the Chime support people. There he was able to see that I did send back everything that was asked of me. What he told me was that he requested that the support team put a rush on responding back to me as nobody did reply in the time I was told. He told me I should hear something via email within 2 hours. Guess what? No email from them at all. I call back on XX/XX/XXXX XXXX XXXX. This call lasted 30m6s most I was on hold. I speak to some who who tells me Chime needs more info and I will receive an email with what they will need. I get an email XXXX XXXX same morning requesting my a photo copy of my Government issued XXXX and the last 4 digits of my social, ( please note that no other verification was asked for ) I have the email and will provide that here. I send the info back to the email support as requested. I check my email and still nothing. I send a email back asking if anyone is going to answer my email I sent earlier XXXX  XXXX same day XX/XX/XXXX. I hear nothing back from Chime. I'm Furious. I calm down and I call on XX/XX/XXXX XXXX XXXX and i'm on hold for 15m11s and I had to hang up. I call back @ XXXX and this call lasted 38m44s and this time I was told that my cell number that I have had for over 4-5 years is attached to someone else 's account. I would need to show proof that the number belonged to me. I did exactly that. ( I have mail showing that it was sent to Chime ) So XXXX XXXX same night I get an email stating, " I've gone ahead and cleared the previous enrollment attempts in our system that were blocking your process. Please use a different number this time. If you begin enrollment now, you should have no trouble submitting a new application. '' I don't have a clue as to what Chime is asking me to do. I only have ONE number, that's it. I don't know if they are telling me to make up a fake number, go and change my cell number, or what. I am stuck scratching my head and wanting an explanation. I call this evening and ask for a Supervisor. I speak with him and for some reason he can't put up any information on me and all the things I have gone through. But as I stated earlier with the first gentelman I spoke with, he was able to pull my info up and he wasn't even a supervisor. Now a supervisor is telling me he can't pull up and of the emails I sent. Tell me a few minutes later that I need to provide copy of IDXXXXXXXX last of SSN, AND now a selfie of me holding up my ID next to my face. This need for a selfie was not in the info that they requested in prior email. I have that email. I told him that I sent in the info that was requested from your support team in the email they sent. He says, but it looks like you didn't send in the selfie. NOW, he can see my info on his screen? He lied to me about not being able to pull up my info. I was so outraged I hung up in complete disgust. 
So now I'm writing you a complaint hoping you can help me out.

Company response to consumer: Closed with explanation