Consumer complaint received 2024-03-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Chime Financial Inc
State: MA

Complaint narrative:
XXXX : I received an email notification from Chime saying that both my Checking and Savings accounts are closed because my account activities were not compliant with their internal policies and/or the account deposit policies agreed upon during enrollment. No further details were provided, including guidance for next steps, etc. Additionally, there was a sentence detailing that all my deposits in my Checking account were non-refundable as Chime " can not determine the origin of these funds ''. 

My paycheck and bonus go into my Chime Checking account. I also recently transferred my savings from my XXXX XXXX XXXXXXXX because of the high APY that Chime offers with their Savings account.

I called the provided number in the email and emailed the support email address I received. The person who picked up my phone repeated the contents of the email back to me and transferred me over to a member of their Member Protection Team, who requested the following documents from me and said that they would generate a secure link to be sent to my email to upload them : " Govt ID, secondary ID OR proof of address, an explanation, & any docs you have verifying the source of the account loads & yourself as the intended recipient. '' I did not receive any email and instead had to figure out via XXXX that Chime has a Help Center, where I need to make an account. I created one and saw that the associate had for some reason sent the secure link to my account in the Help Center.

I provided the rationale and attachments ( paystubs, bank transfers from my other bank accounts, etc ) for all the recent deposits I could remember from my memory. I also uploaded my passport as Govt ID and the most recent utility bill as proof of address. Apparently, my passport was not recognized as Govt ID as I was asked twice to provide the following : " Government-issued photo ID, such as a drivers license or state ID card ( front and back ). Remember no screenshots neither scan documents. '' At this point, Chime did send me a secure link to upload documents but I kept being blocked whenever I clicked the link. I provided the screenshot of this blocked message to the Chime team in the chat. I received no acknowledgment of this issue. I re-sent my passport and have stopped receiving responses from the Chime team. 

XXXX : I asked for verification if the team was reviewing the documents I uploaded and only for more or less the same response to be sent under three different names, asking for the following : " To help us resolve this issue, we need to verify the deposits made to your account. Could you please contact the source of these funds and confirm them as the source of the deposits and yourself as the intended recipient? '' I had provided these documents to the team via the chat on XXXX already with no real acknowledgment from the Chime team. 

I called the Chime team later in the day to verify the status of the document review and was put on hold numerous times and the customer service rep spoke to me from a very loud/public space. The customer service rep put me on hold several times and in the end was unable to gain any insight as to what the status of my document review is and promised to escalate and send me an email confirmation. I noted this call in our chat for documentation. There has been no acknowledgement in the chat to date on the receipt and review status of the uploaded documents.

Company response to consumer: Closed with explanation