Consumer complaint received 2021-04-17
Company: Chime Financial Inc
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
Step 1 : What is this complaint about? 

Yesterday chime closed my accounts because their system set up to split up large deposits if you have a credit builder account with them, so without my knowledge I recieved multiple deposits within the last 14 days & each deposit was split between my checking account & to my credit builder account without my consent or knowledgeso by default, anyone who has large sums of money sitting in their credit builder account will move it into their checking account & will then move it into their savingsnow after reading I see that chimes policy basically tells you that you have to let thousands sit in your checking account & only transfer 1000 every 24 hours but on the other hand they dont give you the option to have your direct deposits to be entirely deposited into your checking account so whenever I am moving any funds into my savings, they dont flag me for moving it out of my credit builder firstthey literally created a solution to a problem they created for themselves knowing a time such as this would come ( where their customers would have ach deposits and federal deposits XXXX & its literally fraud to hold peoples money while they have proof its meant for them Step 2 : What type of problem are you having? 

I can not live at all because I have XXXX to my name & they are giving everyone including myself the runaround but luckily I have time stamps & dates alongside screenshots & emails of the time every single dollar was deposited into my account since the last week of XXXX Step 3 : What happened? 

Step 4 : What company is this complaint about? 
Chime Bank My account is under the email : XXXX There was {$39000.00} in my account before they closed it Step 5 : Who are the people involved? 
Before you get started XXXX | Chime Support asked for, my primary government-issued photo ID ( such as a Drivers License or State ID card ). Please send a photo of both the front and the back of your ID, showing all four corners. 
A secondary form of ID ( such as a social security card & Documents or explanation necessary to validate the source of funds loaded to account ie pay stub, business invoices or statements regarding XXXX  XXXX  XXXX  ppp on XXXX ( I have given her ever single document & photo theyd need to realize that every dollar in my account was meant for abs is owed to me ) XXXX | Chime Member Services she asked, send government ID, secondary ID OR proof of address, an explanation, and any docs you have verifying the source of the account loads and yourself as the intended recipient. she received all documentation within minutes XXXX XXXX Chime Support ( Thank you for providing as many of the requested items as available. Everything provided has been escalated to our team for further review. We will reach back out with an update within XXXX business days. ) in an email sent on XX/XX/21 I replied to a XXXX & a XXXX responded so I reached out to member services again XXXX XXXX XXXX XXXX XXXX to, verify my account by verifying your identity with a picture of your valid government-issued ID and the last 4 digits of your Social Security Number. I am happy to assist you further. ( That was done within seconds ) then I received this email as a response to providing the documentation requested, I apologize for the inconvenience of this situation. Unfortunately, for security reasons, Chime is unable to disclose further information about the closure of your account. For full details, please reference section 9 ( Account Suspensions and Closures ) of the Chime Deposit Account Agreement. 

Thanks, Chime Member Services Following that email I reached out again because I couldnt believe that the lack of professionalism was all I had to work with & I then was emailed by a, XXXX XXXX Chime Member Services, saying, To allow me to reopen your account, please submit a photo of your government issued ID and confirm the last four digits of your Social Security number. With these details I can verify your identity and re-open your Chime account. 

I submitted my photo & my social & of course that ended up being a lie. 

I received this response basically saying Id need to create a new account, { details below } ( Thanks for reaching out to Chime Member Services, To open a bank account online through Chime, there's a few basic requirements. Here are three things you'll need to start opening your account : Social Security number Valid home address ( not a PO Box ) 18+ U.S. Citizen or resident of one of the 50 United States Visit XXXX and enter your personal info and complete the enrollment form. If you're eligible and complete enrollment, we'll send a Chime XXXX XXXX XXXX in the mail to the address you provided. Your new debit card typically arrives in 7-10 business days. 

Download our mobile banking app, and log in. You can connect your existing bank account to transfer funds or set up direct deposit. You can also login to online banking at chime.com when you need it.

Chime is a financial technology company, not a bank. Banking services provided by XXXX XXXX XXXX  or XXXX XXXX, XXXX. ; XXXX FDIC. ) I responded that I had an account that was closed & Id like it reopened & he sent, Hi XXXX XXXX XXXX I've gone ahead and cleared the previous enrollment attempts in our system that were blocking your process. If you begin enrollment now, you should have no trouble submitting a new application. If you run into any more difficulties, please don't hesitate to get back in touch. 

Thanks, XXXX XXXX Chime Member Services { basically just evading my question with intentions to act as if he doesnt know whats going on on both ends but its obvious they do because after I responded to this email with, I am not looking to open a new account Im looking to open my account that was closed today by your team that had XXXX inside of the account I am not reenrolling. I am asking for my money. 

They closed the chat & asked me to rate my experience with customer service. 

Youll need the dates, amounts, and other details about your complaint. If you have documents you want to include, such as billing statements or letters from the company, youll be able to attach them in Step 3.

Make sure to include all the information you can, because you generally cant submit a second complaint about the same problem. 

Well forward your complaint and any documents you provide to the company and work to get you a response generally within 15 days.

Company response to consumer: Closed with explanation