Consumer complaint received 2022-09-17
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Chime Financial Inc

Complaint:
Chime Account Verification Since this started on XX/XX/XXXX, I have lost my contract job because I had no gas to get there, kids were sick with XXXX  and had XXXX and XXXX temps but had no gas to take them to Urgent Care and no money for a co-pay, missed a funeral of a friend, my son has been missing school because no gas to take him, XXXX  XXXX  in the house, and no diapers for my XXXX day of the XXXX I ughter! They asked me for a copy of my driver 's license to be sent in and a utility bill. I sent in a copy of my driver 's license front and back copy of my retired military ID front back copy of my benefits letter from the VA for verification purposes of the deposit That was made direct deposit by the Department XXXXf Veterans Affairs, and I sent them a utility bill. I didn't hear anything on XXXX XXXX so I called back and they told me that it couldn't be an XXXX format for the pictures they need to be in JPEGs, so I modified the picture quickly and sent that in immediately and they verify they received the pictures and the PDFs once again and said in 24 hours my account should be unlocked. Then I called back in 24 hours when it wasn't unlocked and they gave me another runaround connected me to the supervisor on duty and said another 24 hours. Then another 24 hours went by I called back and I sent them documents yet again, I also emailed the review team and the support team because that's who I told was handling it and I sent in the documents once again on the next day so that would've been the first second third and fourth I sent the documents, and then again on the seventh. Every day since the XXXX of XXXX I keep getting told that the account will be unlocked in 24 hours than other times until 24 to 48 hours and every time it's been by a supervisor. I've spoken to supervisors 12 total times because the first few days I was trying to call they told me that " there was no supervisor that they could transfer them to. They couldn't transfer to a supervisor to help me. '' They said they couldn't do anything on their end that I had to go through the review with the support team and they're the only ones that can handle anything with my account and there is no way to physically talk to them only email to which I emailed them and never got any replies except my case were being forwarded and it would be handled and taken care of promptly. The only direct apposite that hit my account was from the United States government department of Veterans Affairs for my XXXX XXXX XXXX check. No other checks no other deposits have been made to that account ever. I had signed up for Chime approximately 3 1/2 weeks before all this happened and we're just waiting for my direct deposit to hit since I get paid monthly, and I already sent in verification documents when I opened the account. As of today they still have not unlocked my account or kept me updated like I was told on they were going to per the last call 48 hours ago with a supervisor.

Company response to consumer: Closed with explanation