Consumer complaint received 2021-01-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Chime Financial Inc
State: MO

Complaint narrative:
On XX/XX/2020 I tried to log onto my Chime account through my app but on a different phone. Chime sent a verification code which I entered promptly and immediately afterward my account was suspended for suspicious activity. At the time I had close to {$80.00} in my account. I receive an email telling me to submit documents, which I did in less than 12 hours. Along with 2 phone calls and 2 emails. 

I have emailed over 20 times, I have called over 20 times, Ive sent repeated emails to XXXX and XXXX. Ive called and emailed XXXX which is the parent of my Chime debit card. I have gotten 5 emails from Chime in the past 16 days. 2 stated that I would have a response within 24-48 hours. 1 stated I earned a higher overdraft privilege, 1 stated my direct deposit was accepted ( 3 days after the suspension ) and one stated that I need to watch my language or my account would be closed. 

I sent in two sets of documents, 2 drivers license, certified marriage certificate, proof of address, my actual chime card, other bank and state issued cards with my name printed on them, a picture of myself with my license, social security card, and I verify my identity every call I make to Chime for them to even talk with me about my account. I verified my social, account number, all addresses ever associated, all phone numbers ever associated, PIN numbers, physical addresses ect. 

Ive requested communication from Chime over 10 times in emails and over 20 times through phone call. Ive requested my account closed and my money returned. Ive requested a transfer to my legal husband who also has a chime account. My case has been escalated over 10 times and the only answer I have gotten is to be patient, 24-48 hours til complete, theres nothing that they can do until some other department who has no phone number or email address, looks at my account and sends me an email. 

Today is XX/XX/2020 and I still have no access to my account. Ive had no communication from Chime, No one knows why its still locked and Ive never received a single reply from chime that was automated besides the one telling me to watch my language. Ive never gotten an explanation of the why my account was suspended, not on how to fix it, or ANY information from Chime at all. 

Ive had my electric cut off due to no payment, my children woke up XXXX morning with not a single present, my renters insurance was canceled, my daughter still doesnt have her very needed glasses for her reading XXXX, Ive missed 4 days of work and counting, I lost the home I was to move into this week so Im now XXXX  .... All because of Chime suspending my account and not communicating with me about it, because they havent done their jobs to verify or anything. However they HAVE accepted a {$140.00} direct deposit and my {$1800.00} stimulus check. 

All of this because I signed in on a different phone, with the verification code they provided. I did everything requested two separate times. Ive yet to get anything but automated responses from Chime. Ive been told on 6 different occasions Id have a conclusion within 24-48 hours. Its been escalated over 10 times, called over 20 and emailed over 20 times. I have all communication and proof of all denied transactions and that my account was positive with MY money. No promotional rewards, or anything. Direct deposits from the State of a Missouri and a Federal Government deposit. 

Please help me!!

Company response to consumer: Closed with explanation