Consumer complaint received 2024-05-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Chime Financial Inc
State: AL

Complaint narrative:
XX/XX/year> at XXXX XXXX all chime accounts were closed by chime ( checkings, savings, & credit builder ) I reached out via phone the same day ( XX/XX/year> ) at XXXX XXXX  inquiring about the reason behind the closures. I was told they were permanently closed & could not be reopened. When asked why, the response was due to security reasons, I can not provide you with that information. I explained it was MY account & the agent repeated the line back to me. I asked about the money that was left in my savings account & what happens to it, I was then transferred to a different agent who explained I would receive a check in the mail in the amount of {$670.00} but when I asked about a timeframe or ETA, the agent was unable to provide me with one. When I asked for a confirmation # or email, the agent could not provide me with either. 

At XXXX XXXX  this same day ( XX/XX/year> ), I sent out an email to XXXX stating what happened & a contact phone number. 

I received an automated email message at XXXX XXXX  of chime acknowledging my request & all dates relevant to email support & lack thereof. 

A second email was received from chime at XXXX XXXX  with a link to be used to reach out to an agent directly. This email also explained that I should receive a response from someone in XXXX hours. 

A third email was received from chime at XXXX XXXX  informing me that my ticket is being transferred to a specialized team & this team would be following up with me via email. 

An agent from chime proceeded to call me around XXXX XXXX  telling me the accounts were closed due to the accounts not being in compliance with their internal policies. When I asked for an example of this non-compliance, the agent was unable to produce the details. The agent suggested I read the terms and conditions specific to cancellation policies for more details. I reviewed the policies and found nothing that would help me understand how my account wasnt in compliance. 

XX/XX/year> I reached out to chime via phone at XXXX XXXX  and was told that my account was closed due to my account not being in compliance with their internal policies. When I asked for an example of what I had done, the agent couldnt provide me with that information. When I asked when I should expect to receive my check, he stated my account was ineligible for a refund. When I asked to speak to someone else on the matter, this agent refused to transfer my call stating that the other person would say the same thing. 

I called back at XXXX XXXX  and asked a different agent why I should expect to receive my money via check in the mail as I want provided with an ETA the day before. She then proceeds to tell me that my account is ineligible for a refund. 

At XXXX XXXX, I received an automated email from chime asking Id reviewed the last left update from their team & if they dont hear back from me within 24 hours they will then close the ticket ( XXXX ). 
*I never received a email update, only automated emails* At XXXX XXXX  I responded to the previous email demanding a reason behind the accounts being closed & when I should expect to receive the remaining balance in my account at the time the closures took place place. 

At XXXX XXXX  an automated email from chime was received explaining that I should use an option in one of the previous emails to receive support. 

Using the link provided in a previous email, I began to chat with a line agent online ( XXXX ) at XXXX XXXX. This agent explained that my account was not in compliance with the internal policies and the member agreement executed at enrollment. When I asked XXXX to elaborate on the matter so I can better understand what took place, XXXX recommended I call for better assistance. When I asked XXXX when I should expect to receive the remaining balance of {$670.00} in my savings account due to a previous agent failing to provide me with an ETA, XXXX explained if I have any funds in my account, youll be eligible to receive the money in the form of a check sent to the mailing address on file. XXXX also explained that receiving the check may take up to 30 business days. XXXX then proceeded to verify the address I have on file as my current address before ending the chat.

Company response to consumer: Closed with explanation