Consumer complaint received 2024-07-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc
State: OR

Complaint narrative:
XXXX XX/XX/year>, Chime put my bank account on hold and gave me this message : " Account On Hold Hi XXXX XXXX Chime 's security monitoring has identified some unusual activity regarding attempts to transfer funds from external bank ( s ) to your Chime account. The attempted transfer ( s ) resulted in the external bank rejecting the attempts and/or recalling the funds transferred. A temporary hold has been placed in order to safeguard your funds. 

To gain access to your account, please call us at XXXX ( XXXX ) XXXX. Please be prepared to provide the following information : Documents Required for Re-enablement ( XXXX, XXXX, or XXXX  format only ) Your primary government-issued photo ID Documentation ( XXXX XXXX  statement or a letter from the bank ) reflecting you are an authorized user on all external bank accounts that have failed or returned transfers. '' - On XX/XX/year> I submitted both of the documents they requested to regain access to my account -While on the phone with Chime , Chime informed me that my statement from my XXXX XXXX  is not sufficient due to the bank not showing the transactions that I tried to withdraw from XXXX XXXX to Chime bank -I informed Chime that XXXX XXXX  went bankrupt and stopped updating the transactions as of XX/XX/year> -I emailed XXXX XXXX to explain why the statements were not being updated since XX/XX/year> and this was their response that I submitted to Chime : Hi XXXX, Statements are generated every month after your first month. 

They should show up on the XXXX of the month after your first month. 
To download statements, follow these steps : Tap the Account tab on the bottom right. 
Tap the gear icon on the top right-hand corner. 
Scroll down and select " Account ''.

Select " Statements ''. 
If you update to the latest version of the app, you can generate a custom statement by tapping " Custom '' at the top of the screen. 

You may not find all transactions on your statement due to the fact we are continuing to experience issues with all banking services including - all ACHs, Wires, and our debit and credit cards due to an outage with XXXX XXXX  banking processors. 
Regarding FDIC - funds are eligible for fdic insurance and are held at member FDIC banks. The issue is that the banking processors and networks that move money through the banking system are not currently operating. We rely on banking partners and their banking services for XXXX XXXX Unfortunately, at this time those processors and institutions have halted all fund movement and there are no alternate money movement options for accessing funds until this issue is resolved. 
XXXX XXXX Unfortunately, we do not have an update or ETA for any type of money movement or for ways to access funds. For the time being there is no access to funds or the ability to move money in any capacity. This includes payments, wires, checks, all types of card transactions, and withdrawals. There are no alternate money movement options for accessing funds until this issue is resolved. 
What happened? On XX/XX/XXXX, we were notified that XXXX XXXX, member FDIC, halted ACH processing for all XXXX XXXX accounts and that XXXX XXXX  XXXX XXXX, member FDIC, would now process ACH transactions on behalf of XXXX XXXX. XXXX customers hold accounts with XXXX XXXX. On the evening of XX/XX/XXXX, we were notified by XXXX that they would be halting payment processing effective immediately. These events have left XXXX XXXX without an ACH processor, and Evolves decision to freeze cards is causing all card transactions to fail. At this time there are no alternative methods for money movement. 

How does this impact me? 
As stated in all brokerage account agreements, customer funds in the XXXX XXXX XXXX are swept ( deposited ) into accounts at a network of member FDIC banks. Funds held in these accounts are eligible for FDIC insurance. All programs that work with XXXX are impacted by this. ACH transfers and card transactions will not go through until banks restore their services. 
What we are doing about it? We understand the importance of this matter and are working around the clock to get ACH and card processing restored, which will enable customers to transact. Ultimately, it is up to XXXX to restore card services, and XXXX  or XXXX  or another processing bank to restore ACH services. We are in contact with regulators to expedite a resolution, since this is unacceptable. But it can magnify the impact and expedite the resolution if complaints to regulators also come from impacted customers like you. 
Direct deposits and paychecks RETURNS We are seeing that some direct deposits, external deposits, refunds, and paychecks are being returned to the sender. Please reach out to your payroll team or the individual senders or merchants of the external deposits you were expecting to see if they received notice of a return of funds. This would mean the funds were not deposited into your XXXX account and were returned. This can take several business days to return to the sender from the date it was expected to deposit into your account. 
DEPOSITS If a deposit or paycheck was successfully deposited into your XXXX account, then these funds will remain in your account, however, access to these funds is still an ongoing issue until the banking issues are resolved. You may see funds have left other financial institutions but don't see the deposit in XXXX, and this is due to the ongoing ACH delays. 
If funds are not in either location, they are stuck within the ACH network and will continue processing once banking services are restored. 
We do not have any methods or actions we can take to manually reject or return transactions if they are stuck, processing, or have already hit your account. 
External payments or transfers using account/routing numbers If you made an external payment outside of XXXX using your account and routing numbers, or if you attempted to pull funds outside of XXXX, it is possible these transactions will also be delayed or will be canceled. We do not have confirmation at this time if these transaction types will be successful until we see a status update within XXXX indicating whether they were successful or not. 
We do not have any estimates on an ETA for resolution. Please know we are doing everything we can to get banking services restored. You can check for additional updates by reviewing the payment processing updates page here : XXXX XXXX XXXXXXXX XXXX XXXX XXXX XX/XX/year> Chime said what I provided was insufficient and said this : Hi 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. 

I acknowledge the documents you shared to us also it will be confidential. In order to move forward, please upload the following documentation : A statement for your XXXX account showing the returned transfer for {$700.00}, {$800.00}, {$1000.00} and {$210.00} for dated XXXX XXXX if available, a letter from the bank explaining why the transfers was returned unpaid. 


XXXX XX/XX/year> XXXX gave me a written letter in pdf format addressing why those transactions do not show on my Yotta account, which I submitted to Chime -This was Chimes response : Hi XXXX , Thank you for reaching out to the Chime Member Protection Team. We can imagine that having access to your Chime account is crucial for you, and want to assure you that we're here to help you every step of the way. 

We see that you've already sent us some of the required documents. Thank you for your prompt action. To fully verify your identity and help lift the suspension on your account, we still need a statement for your XXXX account [ XXXX ] showing the returned transfer for {$700.00}, {$800.00}, {$1000.00} and {$210.00} for dated XXXX XXXX if available, a letter from the bank explaining why the transfers was returned unpaid. 

Please reply to this message and attach the ID in XXXX, XXXX, XXXX, or XXXX format. Once we receive it, we'll review your documents as quickly as possible. If we need any additional items, we'll let you know. 

Remember, we're here for you, XXXX. If you have any questions or need further assistance, don't hesitate to let us know or give us a call at XXXX. 

Thank you for your understanding and cooperation. 

Thanks, XXXX | Member Protection Team -And ever since Ive been trying to explain to Chime that those transactions may never show on my Yotta account because XXXX went bankrupt and stopped updating as of XX/XX/year>, Chime will not give me another solution to unlock my account -Please help me get my money out of Chime bank. 
-I have many more documents that I can give you about this but it includes private information

Company response to consumer: Closed with explanation