Consumer complaint received 2021-04-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: Chime Financial Inc
State: MS

Complaint narrative:
To Whom This May Concern : On XXXX XXXX my banking account was compromised through Chime Member Services. They stole my DL info and the last 4 of my social as if my account would be temporary closed if I didnt not give the required info ( everything always done via email ), then proceeded to steal funds from me, totaling over {$3000.00} ( as of XX/XX/XXXX, I dont know the amount at this time ) After my account was emptied, Chime allowed me re-access using the same technique and info the impersonator used, even after I requested CONTINUOUSLY pleading to Reps over the phone ( please check ALL my phone records, the agents DID NOT Due diligence with security protection ) to have AT LEAST 3 verifiable forms of IDENTIFICATION added to my account as well as a pin if possible..it was always maam we are escalating this, no response back when I had them off the phone. 
Once I requested to close the account ( for the 4th time as of XXXX ) so no other funds will be deposited and I awaited the disputes from what was originally stolen to be sent via check to my home, the account was reopened IMMEDIATELY as of XX/XX/XXXX after the funds was deposited into the account. Why would they deposit funds into an account that was supposed to be closed? And who would know that was getting processed besides Chime? I really wonder. 
While on the phone with an agent to resolve, the money was transferred from the account They had stolen from me again! From what I know, the account is STILL OPEN without my permission and they have not refunded me back any money I worked hard for taken during this nightmare. 
Chime responded to the BBB that they put a provisional credit on the account but I could never EVEN USE THE MONEY BC I could not get in my account! The email and phone number was changed so many times and I feel it was all a distraction. I feel ripped off and cheated when Ive been so loyal to this company and referred many people. The disputes that I filed XX/XX/XXXX from fraudulent charges were CANCELLED a day after I filed ( XXXX ) and new disputes were started up. I lost total control of my account as of XXXX XXXX. I can not get in the account, and have not made a transaction since XX/XX/2021. 
Please review all attachments. Requests dating back to XXXX XXXX XXXX and I HAVE HEARD nothing from NO ONE at this point about a resolve. CHIME requested me to change emails and phone numbers so the hacker cant get in, but XXXX ; everything is switched again and they have taken over my account once again. I am very fearful this will never get resolved and I will never get the account closed nor my money back no matter how many times I have sent it in writing via US mail or email XXXX. 
The Fraud Dept never reached out to me after MULTIPLE ASSURANCE THEY WILL CONTACT within 48hours An Agent informed me that my phone number and email was associated With a close account by the name of XXXX, but my DL info and social was on a different account?? My account? The one that keeps getting hacked when it was supposed to actually be closed? Sounds very inside job like to me. Please see attachment. 
I have made a police report and spoken with the news because I am sure this has to be a Class lawsuit and I am NOT the first one this has happened too. My account has been reopened AFTER SEVERAL emails of me requesting it to be closed as of XX/XX/XXXX. 
Why would I have to go through such lengths to protect my name and my money moving forward? I really trusted this bank and disappointed that THE ACCOUNT IS STILL OPEN, and Im left with NOTHING but children I still have to take care of! Please help I have all documentation needed if further furnishing is required. I have sent a first class signed affidavit of the statements listed above to the bank in questioning with a 3 day response to no avail. 
Please help me make things right for me and my family. 
XXXX XXXX XXXX # XXXX Email : XXXX XXXX

Company response to consumer: Closed with explanation