Consumer complaint received 2024-11-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Chime Financial Inc
State: CA

Complaint narrative:
On XX/XX/XXXX, my Chime account was unexpectedly suspended, and I was subsequently denied access to my funds. This was due to an error that caused my attempted {$500.00} transfer from Chime to my XXXX XXXX XXXX XXXX XXXX Account to be rejected and returned to Chime. Chime Financial has repeatedly asked me for documents that my financial institution, XXXX XXXX, is unable to provide due to company policy. These documents include : XXXX. A statement for my XXXX XXXX account that shows the {$500.00} transfer that was rejected on the XXXX of XXXX a. The statement for XX/XX/XXXX will not be generated until XX/XX/XXXX b. As told to me by XXXX XXXX and relayed to the Chime team SEVERAL TIMES, this XX/XX/XXXX statement WILL NOT show the declined transaction of {$500.00} dated XX/XX/XXXX. XXXX XXXX statements DO NOT show declined transactions from external banks such as Chime Financial.

2. A letter from the bank explaining why the recent transfer was returned unpaid a. XXXX XXXX can not generate letters for specific issues. They exclusively have template letters, and none of these pre-made template letters would have been appropriate for this issue. Despite this, I asked XXXX XXXX to send me a template letter indicating the age of my account, that it is currently active, and that I am the owner of the account. This proves that the XXXX XXXX account is mine and has been active since XXXX of XXXX. 
b. Once that letter was rejected by the Chime Team, I had XXXX XXXX speak directly to a Chime Customer Service Supervisor and relay to them exactly what they were able to provide Chime with in terms of documentation. The Chime Representative, finally seeming to understand the predicament, asked me to construct a letter whilst still on the phone with XXXX and Chime. The XXXX representative was able to provide me with the Trace ID Number of the transaction, as well as the reason why the transaction was returned unpaid ( the account was frozen ). I was told by the Chime Supervisor who was present during the delivery of this information that it would be sufficient evidence to unlock my account. As of XX/XX/XXXX the account remains locked and email communication has stopped on Chime 's end. 


Despite telling Chime that XXXX XXXX can not provide the documents needed, Chime Customer Service has been belligerent and unhelpful. They maintain that until XXXX XXXX can provide the specific documents they have asked for, my money will remain inaccessible to me. They have no protocol in place for if a financial institution can not provide those specific documents. 

I have given Chime Financial all the documentation and confirmation ( even going so far as to have XXXX XXXX speak with Chime ) to prove that the account is mine and that I initiated the transaction of {$500.00} on XX/XX/XXXX. I have complied to the best of my abilities with Chime 's requests. Despite this, I Chime is holding my money hostage and preventing me from accessing it.

This suspension of my Chime account has caused significant inconvenience, financial hardship, and emotional distress. Despite my numerous attempts to resolve this matter through Chime 's customer support channels, I have yet to receive any clear explanation or resolution.

I have advised Chime that if this matter is not resolved within 10 business days from the date of this letter, I will have no choice but to pursue legal action, including but not limited to filing a lawsuit for breach of contract, violation of my rights as a customer, and any other legal claims deemed applicable.

I have told Chime that should they require any further documentation or details from my side to resolve this matter, I am happy to provide them ( excluding any limitations that are beyond my control -- i.e. documentation that my financial institutions are unable to provide due to company policy ).

Company response to consumer: Closed with explanation