Consumer complaint received 2025-01-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc
State: FL

Complaint narrative:
I've been banking with chime for about 2 years now. They allowed me for the first year to send my license pics front and back a few times the first year to authenticate my identity. The first part of themy complaint starts right here. The last time I had been able to access my account was last XXXX XXXX. I receive {$75.00} a month that goes directly into my chime account. About once a week since XXXX I have called chime literally to access my money all to no avail. First of all my phone number tied to the account was already recycled and therefore cud not be given a XXXX  for password reset. I didn't have an ID and getting one seemed impossible without transportation and the overbooked 3 months in advance DMV schedule. Every time I gt off the phone with them id be in tears and irate. Not only would the upfront person lie and say they were going to help me only to be passed to a person saying they have to follow their new procedures and can not help me. This after I've dealt with them over a year and each time they verified every piece of information I have. At this time I'm homeless, pregnant, my husband is currently in jail, it's the holidays and freezing out, I have a pitbull and everything I own on my back. And now my money should be around $ XXXX {$600.00} I've calculated which would have saved my holidays bt chime couldn't care less. As a matter of fact after multiple calls to XXXX trying to get the XXXX  for my old number they give me the idea to reach out to the person who has my old number and ask them. I do. And call for days, weeks. Pouring my heart out in messages, text and voice. On XXXX  a lady finally answers and cusses me out to not ever call this number again as it is now her childs phone. I'm in tears going back and forth with this lady when she finally realizes what I'm asking and the severity of my situation and gives me the code. I can't believe it. I reset my password and come to find out chime specifically put a hold on my account. For no absolute reason. And after another hour long call in tears they deny access of my account or my money and say I need an ID. On XX/XX/XXXX I finally get my ID. Was finally in my account only to find {$80.00} in there. Not the {$600.00} I had approximately calculated. I called them and had to sit on the phone another hour disputing about XXXX unauthorized charges. As a matter of fact, I told them multiple times to shut off that card that my purse had been stolen months prior and I did not have my chime debit card and it had been stolen and compromised yet they would not reissue my card since I could not log in my account online, again, because of the hold they placed. This is the best part... They stated multiple times that they were protecting my money and not to worry yet the only one they kept from my money was myself. Now, they eventually gave me {$190.00} in temporary credits yet that does not help like the lump sum would have. And my disputes were for the entire amount of {$450.00}. I still don't know why I was not given the entire amount that is rightfully mine. I asked bt could not understand the chime representative trying to explain it to me. I asked multiple times. Here I am freezing with my puppy in a broke down car because chime refuses to give me my money. It has been well over 20 days and there is absolutely no reason why I still haven't received my money. Chime is criminals and do not care about the consumer or righteous principals in business. Poor customer service. Not helpful whatsoever. They have made the last 6 months very hard, when things were hard enough already.

Company response to consumer: Closed with explanation