Consumer complaint received 2024-05-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Chime Financial Inc
State: LA

Complaint narrative:
On XX/XX/XXXX, I opened a Chime account and placed {$200.00} in it. 
On XX/XX/XXXX, I received this email : Your debit card is on the way! 
In the meantime, you can start using your virtual debit card right now. Tap " Add card to wallet '' to use it with your phone. You dont even need a pin to set it up. 
On XX/XX/XXXX : This email : Following a recent review of your Chime Checking Account, we regret to inform you that we have made the decision to end our relationship with you at this time. Your Chime Checking Account will be closed on XX/XX/XXXX. 
If you have a Chime Savings Account, per the terms of your Deposit Account Agreement, your Savings Account will also be closed. 
If you have direct deposits, ACH Debits, or recurring debit card payments, please notify the originators immediately to avoid disruption with your future deposits or payments. Direct deposits, ACH debits, and recurring debit card payments may be rejected after XX/XX/XXXX, however we still encourage you to redirect your ongoing direct deposits and bank transfers to avoid any delay in receiving your funds. 
Sincerely, The Chime Team XX/XX/XXXX : I have called your support line and the person answering said that I violated your Terms of Service, but he would not tell me what I violated. I would like to have my {$200.00} back and I would like to know what I violated. 
I also am extremely concerned that you now have access to my banking information, and I have no means of unlinking my accounts. 
I have talked to my bank and asked them to dispute the debit to you and to issue an alert for fraud. 
My banking person was wondering whether I violated your terms when I added the Chime card to my XXXX XXXX before receiving the physical card. If that is the case, please be assured that I was unaware that that could be an issue. 
I would be grateful for any help that you can provide. Thank you. 
Thank you for your help. 
XX/XX/XXXX : Hi Thank you for reaching out to the Chime Member Protection Team. We understand that youre currently experiencing an issue with your account, and realize how important it is to have uninterrupted access to your account. Please be assured, we are here to help you through this. 
We noticed some unusual activity on your Chime account during our routine monitoring. To ensure your security, weve temporarily put your account on hold until we can confirm your identity. We realize this might be inconvenient, but its a necessary step to protect your account. 

While your account is on hold : You wont be able to use your Chime card ( s ). 
You wont be able to sign in to your account online or in the app. 
Any direct deposits will be automatically returned to the sender within 1-3 business days. You might want to contact the issuer to explore other direct deposit options in the meantime. 

To lift the hold on your account, we need to verify your identity. Heres what we need from you : Photos of the front and back of an unexpired government-issued photo ID ( like a drivers license or state ID card ). If the information on your photo ID doesnt match your account, we may request one of the following : An image of a secondary form of ID ( like a duly signed Social Security card, duly signed ) OR A photo of a document showing proof of your address ( like a full page of a utility bill dated within the last 60 days ) You can securely upload these documents using this link : https : XXXX. 

Heres a simple guide on how to do it : Click on this secure link. 
Click Add an Image and choose up to XXXX files to upload. Make sure theyre in XXXX, XXXX, XXXX , XXXX, XXXX or XXXX format. 
Click Submit. Well review the documents and get back to you soon. 
If the link doesnt work after an hour, dont worry. Just click Send me a new link and check your email for a new one. 
We appreciate your patience and cooperation as we work to resolve this. If you have any more questions or need further assistance, please dont hesitate to respond to this email or contact us at XXXX. 
Thanks, XXXX | Member Protection Team XX/XX/XXXX : Thanks for uploading your documents! We aim to respond to all inquiries within 4 hours, but you may experience longer wait times outside business hours. Well do a little digging and respond soon! 
I can delay adding the card to XXXX XXXX, if that is the issue. 

On XX/XX/XXXX, at XXXX, I wrote : Will I be able to open a new account? 
Or will I be banned again and have the same thing happen. 



On XX/XX/XXXX, at XXXX, Chime Member Services XXXX wrote : Hi... 

Thank you for reaching out to Chime Member Protection Team. We understand that youre having trouble logging into your account, and we are here to provide some clarity on the situation. 

We want to express our sincere apologies for any inconvenience youve experienced. We value your experience and want to make sure that you get the assistance you need. 

Upon reviewing your account, it appears that there were some discrepancies that didnt align with our Deposit Account Agreement. As a result, your account has been closed. We understand that this might be disappointing news, and we are genuinely sorry for any trouble this may have caused. 

We have determined that your account failed to comply with the terms of your Deposit Account Agreement, and weve closed your account as a result. For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. 

If you still have funds in this account, please allow 14 days for any outstanding transactions to settle, and then a physical check for the remaining balance will be sent to your mailing address. You should receive your check within 30 days of your account closure date. 

Thanks XXXX | Member Protection Team XX/XX/XXXX : Will you allow me to open a new account? 
Or will you ban me again in 3 days? 
I can delay putting the card in XXXX XXXX if that was the problem. 
XX/XX/XXXX : Thank you for reaching out to the Chime Member Protection Team. I know it's essential to have access to your Chime account, and Ill assist you. 

XXXX, after a recent review, we've found that your account does not comply with the terms of the Deposit Account Agreement. Your account has been closed by Chime and is not eligible for a refund. 

Additionally, for security reasons, I am unable to reactivate this account or provide you with the new one at this time. 

For more information, please review the Amendment and Cancellation section of the Chime Deposit Account Agreement. 

We regret any inconvenience this may have caused. Please let us know if we can assist you further or give us a call at XXXX. 

Thanks, XXXX | Member Protection Team

Company response to consumer: Closed with explanation