Consumer complaint received 2024-03-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Chime Financial Inc
State: MD

Complaint narrative:
On XX/XX/2024 at XXXX XXXX XXXX I received a notification from the Chime app saying a NEW CARD has been added to my account. At that moment I requested that Chime call me so I can see what is going on with this notification through the app and why was it sent to me, because I didnt know or order a any new card or ask or request one. 

Chime representative name XXXX, told me she was going to investigate and see why I got that message and she put me on hold when she came back. She told me that she closed my account and thats when I told her who told her to closed my account. I did not give her authorization or my permission to close my account. I was just asked a question, she didnt know what to do, I ask XXXX to transferred me to a supervisor, she told me she couldnt do that she transfer me to a different department. 

The new representative did not understand what the first ( representative XXXX ) who transferred the call said to her, she told me she didnt understand XXXX. She ask what happen. I told her what happened, again I ask for a supervisor, she told me no problem please hold, that when she transferred to the supervisor. 

I told XXXX XXXX, exactly what happened and he told me that the account is closed and that my funds in my Chime Credit Builder card will be mailed to me in 30 days, I told him thats unacceptable because its gon na hurt my FICO score and I had bills coming out of that account today and this coming week but he told there nothing he can do to reopen my Chime credit builder account or send me the check as quickly as possible. He can only reopen my checking account.

I got extremely upset. He told me he was going to escalate this to a different department in the United States and they were going to email me in 2 to 3 hours but I never received that email. 

I called again the next day, XX/XX/2024 XXXX XXXX XXXX to find out why I didnt get an email. I told this representative to please transfer me to a supervisor and she did. I told the supervisor exactly what happened the night before and she told me that I cant even open a new Chime credit builder account with them anymore. Once the account is closed is closed for good that upset me because it was helping me rebuild my credit. It is also helping me maintain my finance and it was a great tool to manage my bills now I do not have that option no more and on top of that it hurts my FICO score, and it will get reported to all XXXX of credit bureaus as a close account and top of that I have to wait 30 days from them to mail a check. She told me shes gon na do her best to escalate the check to be mailed out as quickly as possible, she also told me told me I should be receiving an email from escalate department and see how theyre going to compensate me and help me I still havent received that email. 

I just dont understand why you cant speak to someone in the United States XXXX Why do we get transferred to these call centers in the XXXX when a serious issue like this happens, I have nothing against XXXX I just wish, she had told me that she did not understand my question, and transfer me to someone that could help me then closing my account without my permission, at this moment, Im completely stressed out and sad this has happened to me. I really did like Chime and I do speak highly of them with my friends but now with the situation I wont recommend anybody to Chime anymore. By reporting the situation it could get resolved asap, and they could do better in the future.

Company response to consumer: Closed with explanation