Consumer complaint received 2023-01-10
Company: Chime Financial Inc
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Funds not received from closed account

Complaint:
Around XXXX XX/XX/XXXX, i opened a new Current account Chime account https : //www.chime.com/. I opened the account as it said my deposits were protected by the FDIC as indicated on its website till today " Chime is a financial technology company, not a bank. Banking services provided by XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Members FDIC ''. 

About 2 days later, the account was opened and i was able to access it via the mobile app. The account number was XXXX and Routing number was XXXX. 

On XXXX XXXX, i wired {$200.00} into the account which was deposited successfully and verified via the mobile app. 
On XXXX XXXX, i wired {$1200.00} into the same account which was deposited successfully and verified via the mobile app, totaling {$1400.00} balance. 
No document was requested from me up to this point. 

On XXXX XX/XX/XXXX, i discovered my account had been closed. I reached out to Chime through phone ( XXXX ) and customer service email XXXX and XXXX detailing the issue. After several follow ups, i finally got the first reply from Chime saying " During routine security monitoring, we noticed unusual activity with your Chime account, and were reaching out to verify your identity. Your account is on hold until it can be verified. ". They asked for Photos of a valid, government-issued photo ID, such as a Drivers License or State ID card and photo of a secondary form of ID ( i.e., passport or signed Social Security card ) . 

In response, i provided my international passport data page as well as my green card ( I do not have a state ID ). My reply was never acknowledged. I followed up and on the XXXX XXXX, they replied with an automated email that asked for more documents : New photos of a valid, government-issued photo ID, such as a Drivers License or State ID card, photo of a secondary form of ID ( i.e., passport or signed Social Security card , Proof of address ( i.e., full page of a utility bill dated within the last 60 days ). 

Between the XXXX and XXXX XXXX, i called everyday spending about 45-1hr on the phone. They would " transfer you to support specialist '' from one person to the other. After about the 5th call, i realized what they were doing. They seem to have an internal system that cut the phone off if the call had been on for a certain number of minutes. So the agent 's purpose was to delay you until that time reached and you got cut off. Each time, i just got the same automated email asking for documents. I have sent more documents but the more i sent the more emails i got. I don't believe they look at those emails or interested in refunding my money. 

I eventually got exhausted and gave up. XXXX  XXXX XX/XX/XXXX, I called again and they did exactly the same thing. They " checked '' for about 30 minutes and transfferred me to " an account specialist '' who was basically a restart of the whole process. They kept me on for about 15 mins and the call got cut off. Not sure what to do but it shouldn't be legal that a company would take money, add no value and keep it to themselves. 

Can you please help? I just need a check of {$1400.00} sent to the address on file on their record.

Company response to consumer: Closed with explanation