Consumer complaint received 2026-03-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Chime Financial Inc
State: WV

Complaint narrative:
I have a deposit account with CHIME. I enrolled for just a deposit account but received an email stating that I was past due for a secured credit account. I never applied for a secured credit card. I at first thought this was an email scam then i checked the email from other emails that I was sure was sourced from the company and they matched. I contacted customer service via the number on the back of the card the first time at XXXX on XX/XX/year>. XXXX system recognized my phone number. It asked for further information last XXXX of ssn and last XXXX of my active card number. Which it told me did not match the information in the system. I then was directed to select the reasoning for the call and followed the prompt to indentity theft/unauthorized account access. The first representative that I spoke to started to talk to me access my account etc without verifying any information. The automated system said that I was unverified but the representative did not complete a verification. I even gave the consideration to answer what was the problem thinking they would get the reason and then verify. this was not the case. I told her I was upset and concerned she did not verify information. I asked for her supervisor and was told that was not allowable. I hung up and called back right away at XXXX. The same thing happened with the automated system and the representative started to service my card without verification. Going even further than the last representative, cancelling my card without any verification questions. When i asked about the verification advising me everything was being done according to procedure. I again asked for his supervisor was again told i could not speak to XXXX. I was transferred with " I am cancelling your card and getting you to the right group to help ''. The third individual asked for my full name and once given asked if he could use my first name which i gave him permission. Then he asked how he could help. At which point i asked why he wasn't verifying my information. After that question he did asking for last XXXX of ssn and XXXX. Throughout the interactions my main concern was why these representatives that could impact the account were not asking verification questions. This representative tried to save the account but I explained that I could not and would not do business with a company that would not guarantee the security of my account that I was requesting a wire transfer to my other account and the subsequent closure of the account. His reply was please hold while i close the account. I asked why he was closing the account before facilitating a money transfer. he said that a check will be mailed. I explained that since my card was cancelled without my consent at the end of the last conversation before i was transferred to him i need to make arrangements to get access to the funds. It is not a huge amount but over {$450.00} that I would not have access to. Again this is what we do. Again i asked to speak to a XXXX. I was put on line with a XXXX who did give me some options for transferring the funds. I ultimately did a realtime transaction at expense to myself. I will have to call back and close the account which is frustrating. But the fact that XXXX of the XXXX representatives i spoke to did not fully verify my information when the automated system had said I was unverified is immensely concerning. XXXX of those individuals took irrevocable action on the account and the third person began to take action contradictory to what my actual request was which was for access to the funds in the account before the closure. Which is why i am submitting this complaint. Ultimately i was able to access the funds in question and I really shouldn't have even signed up for this account as I have access to regular banking. But other people may not.

Company response to consumer: Closed with explanation