Consumer complaint received 2021-08-02
Company: Chime Financial Inc
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX, I made 3 withdrawals at an ATM in XXXX XXXX. After returning home, I logged in to check my account and found that I am unable to access my Chime XXXX bank  account. I tried resetibg my password but received an email saying that my password can not be reset since the account was suspended. I had not received an email saying that my account was nor will be suspended. I called the Chime bank and they told me that XXXX bank decided that my actions were not complient with the bank rules and that to submit documents proving my identity and expanation to why I was accessing my account from XXXX. I submitted photos of my bank direct deposits in XXXX and copies of the ATM receipts and also an explaination of my actions saying that I had another accoubt XXXX XXXX linked to Chine where I transfer from XXXX XXXX to Chime to withdraw in XXXX since Chime has a higher ATM daily withdraw limit. I also explained that I was withdrawing this money to renovate an apartment I was renting in XXXX where I am currently employed. 

I sent them all the information they requeated. Also keep in mind that In the begining of XXXX they also suspeneded the account but has sent me an email to inform me of the account suspension jn addition to the documents they requested. 

The next day the accoun was reactivated. But now its been over 12 days and I have called them more than 13 times and apoke to 4 supervisors and created 5 escalations and sent 3 emails without a single reply or even any useful feedback or update. I have sent severa emails to XXXX XXXX XXXX XXXX replies have been sent nor over the 12 days has Chime sent an email informing me of the account suspension nor any updates. Everytime I call the agent gives me no useful j formation or feedback and asks me to do something completely different. Even when I speak to a supervisor they tell me they have not received a reply nor have a time frame nor know what to tell me. They just expect me to wait till i lose patience. 

I dont know what else to do. I am willing to do anything to resolve this issue and get access to my accoubt again. I have not done anything wrong or illegal nor even suspisious.. 

Email 1 on XX/XX/2021 Dear Chime, As per my call with customer service here are the documents requested. 

1- US Drivers license 2- Screenshot of my employers direct deposit in to my bank account 3- Last Four SSN # 4-Copy Of Withdrawal Transaction In XXXX from Chime Account 5- Copy Of Withdrawa Transaction In XXXX from Payroll Kindly note that I had sent you my XXXX XXXX bank account statement in XXXX as requested and i was emailed by Chime that everything is fine. Kindly let me know if you need anything else. 

I am currently in XXXX. Employed in XXXX and I am currently trying to buy a new apartment which needs to be renovated. That is the reason why I am withdrawing money. I am transfering the money from my XXXX XXXX account to Chime since Chime has a higher ATM daily withdrawal limit than XXXX XXXX. 

Email 2 on XX/XX/2021 Dear Chime Team, I still have not received any updates and as far as I can see my account is still suspended. Can you please tell me the following : A ) when will my account be reinstated B ) Why was may account suspended in the first place? What did I do that does not comply woth Chime rules. I transfered money from my XXXX XXXX account which is linked to my Chime account since Chime has a higher ATM daily limit than XXXX XXXX. What is the problem. 

Kindly send me an update since I sent all the documentation requested from chime customer service representative. 

Email XXXX XX/XX/2021 Dear Chime, My account has been suspened since XX/XX/XXXX for no clear reason without any email saying that my account will be suspened nor any justific

ation to why it was suspened. In addition I have sent all the request documents and still no reply. I sent an email asking for an update and again I received no response. I called the customer service more than 8 times and every time they tell me that they created an escalation ticket. I end up calling the next day since nothing has happened and again the agent sends a new escalation. When is this going to end. I need to know whats going on and when will my account be reactivated please.

Company response to consumer: Closed with explanation