Consumer complaint received 2023-07-11
Company: Chime Financial Inc
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
OnXX/XX/XXXX I tried to log on to my Chime account and it came back saying my account was locked. I emailed Chime and received an email back from Chime stating that they will need me to submit a copy of my photo ID and documentation showing I am the owner of three listed cards. I immediately submitted all requested documentation. Each time I submitted the requested documentation I received a generic email back from Chime stating they needed a copy of my photo ID and documentation of three listed cards. I submitted the requested documentation SIX times and called Chime because one of the cards listed is under my father 's name ( my name is on the bank account ). I explained to Chime that I do not have a photo of that card, it is my father 's card and they will be able to see that they've allowed me to deposit money from it multiple times throughout my long relationship with Chime. The representative understood and assured me that it wasn't an issue, and they would unlock my account. A few moments went by before I received an updated email from Chime that requested a copy of my photo ID and documentation for TWO cards - Chime removed the card that belonged to my father. I resubmitted the requested documentation. No more than a few moments passed before I received another generic email from Chime stating my account has been closed and is " not eligible for a refund ''. The money in my account isn't a " REFUND '' ... it's MY balance from MY direct deposit paychecks that were deposited into Chime for over a year and a half. I reached out to Chime via phone a minimum of 6 times and was assured an appeal was sent on my behalf and my account would be reopened. I reached out to Chime via email 23 times and continued to receive generic template email responses stating that they had a right to keep my money because I tried to deposit money using a card under my father 's name. I had attempted to deposit money, using the same card under my father 's name that I've used with Chime four times in the past, and Chime declined the deposit. Chime was stating that the balance is fraudulent and not eligible for refund. After going back and forth with Chime for days I was finally able to get someone to understand that just because I used my father 's card, which allegedly violations their terms and conditions ( which I read up and down 8 times - it does not violate their terms and conditions ) does not mean my balance is fraudulent- it means it's misconduct at MOST and that anyone at Chime can easily review my account and see that the balance is from my last paycheck that is directly deposited on a biweekly basis. Finally, I received an email stating that my balance would be mailed to me after 14 days and I would receive it within 30 days. It has been 17 days since I received that notice. I emailed Chime yesterday for confirmation that my balance has been mailed to me. I received a generic template stating they will not send it to me until I submit documentation. I emailed back and attached the email from Chime stating they would mail my balance after 14 days. The next response from Chime was a member asking what the issue was. I responded explaining every detail. The last response from Chime was from XXXX XXXX today, XXXX XXXX XXXX  stating that they need more time to review my balance before they will send it out. I did some research regarding this issue with Chime and was pained to see that this is a common occurrence. I loved Chime. I raved about them. Now they are illegally keeping my money and giving me the run around when it comes to actually mailing my balance to me.

Company response to consumer: Closed with explanation