Consumer complaint received 2026-04-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Chime Financial Inc
State: WI

Complaint narrative:
I was awarded letters of temporary guardianship of the estate for a family member on XXXX XXXX, 2026. Due to a medical condition, the aforementioned customer has been declared incompetent to manage their own affairs independently, and protectively placed in a care facility. Therefore, it has fallen to me to manage their finances and ensure their essential needs are met. I made initial contact with Chime Financial , Inc. by phone at their contact number, [ ( XXXX ) XXXX ] on XX/XX/XXXX at about XXXX XXXX to request access to the ward 's account ( access meaning the ability to perform transactions and obtain information about the account, its transaction history, status, etc ). After I explained the situation, the representative informed me that my request would be escalated to a different team and I would receive an email with a secure link to upload the documents they needed to prove I had the right to this access. I waited about 24 hours to receive this email, and when I did not, I called Chime back on XX/XX/XXXX at about XXXXpm CDT to again request assistance with this matter. This time, I made sure that they had the correct email address. At XXXXpm that same day, I received an email from XXXX XXXX a Member Services XXXX through the email address [ XXXX ] with the secure link and instructions on what documents to upload. I accessed this link and provided a photograph of the letters of temporary guardianship for the estate, a photograph of my state-issued driver license, and a photograph of the customer 's last XXXX digits of XXXX and date of birth ( in lieu of their own identification, which I do not have physical access to at this time ). At XXXXpm that same day, I received an automatically generated confirmation email from the same [ XXXX ] address indicating they had received an upload and that they aim to respond to all inquiries within 4 hours, but may need more time than that and that they would respond " soon. '' On the next day, XX/XX/XXXX, at XXXXpm CDT, I received a reply from XXXX through [ XXXX ] stating that they had received the third of the three items they requested from me- an image bearing the customer 's last XXXX SSN and DOB - but that they still needed the document evidencing my authority as a legal representative and my identification. I promptly reattempted the document upload, and again received an automatically generated confirmation message that my documents had been received by Chime at XXXX that same day. I did not receive a response, so I attempted to contact them first by sending a message to that same email address, [ XXXX ], at XXXX XXXX on XX/XX/XXXX. I want to note that there is no indication in their messages that [ XXXX ] is an an unmonitored email address, so if that is the case, I would not know otherwise. I waited a few days and still had no reply, so on XX/XX/XXXX, I contacted their support department at [ ( XXXX ) XXXX ] at XXXXam XXXX. I again explained what I was attempting to do and that I had submitted documents via the secure link they provided and received a confirmation. The representative I spoke to informed me that they had not received anything even though their system automatically generated a notice that they had. I again, for the third time, uploaded the necessary documents using the secure link that was provided. I received XXXX confirmation emails, XXXX at XXXX and XXXX indicating they had received the documents. I attempted again to email the address [ XXXX ] requesting an update on XX/XX/XXXX at XXXX XXXX. I received no reply and called their support line, [ ( XXXX ) XXXX ], a third time on XX/XX/XXXX at XXXXpm XXXX, again explained my situation and asked why I had not received a response. This time, the representative, XXXX, informed me that she did not have permission in their system to view the document uploads, but she had escalated my case to their tier XXXX team, and that I would receive a reply in XXXX hours. It is now XX/XX/XXXX at XXXXpm XXXX and I have received no call back or email reply from either channel with further steps.

Company response to consumer: Closed with explanation