Consumer complaint received 2024-07-24
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Chime Financial Inc (VA)

in XX/XX/XXXX I opened a Chime account and linked this account with my personal checking account through XXXX XXXX XXXX XXXX. Chime approved linking this account in order to make transfers. on XX/XX/XXXX I initiated a transfer from my XXXX XXXX account to my chime account of {$1500.00}. on XX/XX/XXXX the transfer was completed and {$1500.00} was deposited into my chime account through transfer from my primary XXXX XXXX XXXX XXXX account. on XX/XX/XXXX I attempted to link my XXXX account to my Chime account and was unable to so I reached out to Chime customer service and was told my account was locked do to loads on my account to which I replied how can I remedy the situation. On XX/XX/XXXX I called Chime customer service and I was asked to provide documentation of proof of identity and told that unemployment was trying to deposit into my account that was unauthorized. I uploaded documentation to the requested link and expressed that I do not draw unemployment. i was then asked repeatedly to upload the same documents which I again uploaded XXXX. on XX/XX/XXXX I was told my account had been closed. I called Chime customer service twice on that day and was told by a supervisor my account was cleared to which I replied I do not want to reopen my account I just want my refund check. XX/XX/XXXX was asked again through the same exact email request to upload the same documentation which I then did XXXX again asked for an update and was asked to upload the same documents which i went ahead and uploaded yet again with an updated bank statement as requested, several forms of identification. I was told that the deposit did not comply with deposit agreement and that my account was closed and inelligible for a refund and referred to review their agreement which states that Chime can not keep any refund over {$1.00}. on XX/XX/XXXX i was emailed and told by chime that in order to receive my account closure check of would have to provide proof of address which i Immediately provided. XX/XX/XXXX chime asked for all the same documents again starting over with proof of ID and where the funds came from. The same exact email i XXXX  recieved and then subsequently received multiple times after i uploaded the documents already several times. XX/XX/XXXX I called and sent an email detailing events to this point, was told that my case would be escalated. XX/XX/XXXX I called Chime for an update and was asked to upload the same documentation again which I again uploaded with updated dates. XXXX chime asked for more documents to verify deposit to which i asked exactly what documents they needed because i had already sent many and am being asked repeatedly for the same things in the exact same automated response. XX/XX/XXXX chime asked again to re-upload documents and I uploaded them. XX/XX/XXXX Chime told me I needed to validate the deposit through my bank which I already had by uploading the bank statememt showing the transfer. XX/XX/XXXX and XX/XX/XXXX I emailed chime to follow up and what documents they still needed. response was that they are processing my request. XX/XX/XXXX I was emailed and told that the back end is working on processing my closure check and once they are done it will take 30 days to receive my refund check and it will be sent to the address on file. XXXX I emailed several times asking for an update and did not receive a response. XX/XX/XXXX I called Chime customer service and was told I would be contacted shortly. XX/XX/XXXX I emailed again for an update. XX/XX/XXXX Chime again requested the same documentation with the same auto response that I received in the very beginning. I responded by telling them I had already uploaded all of these documents many times and was told I would be receiving a check that I am still waiting for to which I continued to receive the same auto response to provide documentation I had already provided more than enough times. this went on through XXXX with the same back and forth of me asking whats happening and receiving request for the same documents. XX/XX/XXXX I was emailed and again told that in order to recieve my closure refund check I would need to provide proof of identity and address. I uploaded all documentation requested plus extra. XX/XX/XXXX I was emailed and told that my account is closed and not elligible for a refund. I replied explaining all events and emails to that point in which I received a response on XX/XX/XXXX that my request would be sent to a specialist. I continued to follow up through XXXX of XXXX and recived the same responses i have continued to receive back and forth regardless of asking for detailed specific information about what was still needed and why my refund was still not issued. I gave up for some time thinking I would need to pursue legal action but saw that a lawsuit was file against chime for the eaxact same thing I have been dealing with. I contacted chime again in XX/XX/XXXX and was told my account was closed and not elligible for a refund. I just called them again today XX/XX/XXXX to try and reopen the issue of getting my {$1500.00} refunded from the account they closed and again was told my money will not be refunded and that for security reasons they could not discuss anything further or answer why I am not being refunded. they also would not give me any contact information for anyone who could help explain to me or take an appeal or complaint. it has been over a year and I have emailed XXXX 's of emails, called several times and spent hours on the phone. The money in that account was my mortgage payment and because chime did not refund my money I was put in major financial strain. had to take out high interest loan to compensate for the mortgage payment which then caused a starin having to pay monthly payments for that.