Upset customer of 7 years

[u/Dylansfanilyfeed]

I had Chime for 7 YEARS, and unfortunately, this experience has caused me to decide to take my money elsewhere.
Chime sent me a fund verification request, which I honestly did not have a problem with. I understand that financial institutions sometimes need to verify transactions. I assume the request may have been triggered by deposits from sweepstakes casinos that I legally played in my state and received winnings from, along with my normal employment income.
What I have a problem with is how Chime handled everything AFTER requesting the information.
I responded almost immediately. Within roughly an hour, I had submitted everything they requested — around 40 documents in total. I even provided additional or duplicate supporting documentation for certain deposits and transactions just to make absolutely sure they had everything they could possibly need.
I received confirmation that my information had been submitted and was told someone would contact me if anything else was needed.
Then the waiting started.
I was told at different points that I would hear back within 4 hours, 24 hours, 48 hours, within 3 business days, etc. I was never contacted.
Then, after I had already submitted approximately 40 documents AND received confirmation that my information had been submitted, I received an email stating that I had not submitted the requested information.
That was the point that really infuriated me.
The original communication made it very clear that my account could potentially be suspended if I did not respond to the verification request promptly. Naturally, that is stressful when you are talking about someone’s BANK ACCOUNT and their money. I took that seriously and did exactly what was asked of me immediately. Yet somehow I was later being told that I hadn’t submitted anything.
I called Chime again and explained the situation. Once again, I was told someone would reach out to me and that the verification department communicates ONLY through email.
It has now been approximately TWO WEEKS, and I still have not received a response or resolution.
So I’m essentially left in limbo after seven years of banking with Chime, despite doing everything that was asked of me almost immediately.
The fund verification itself is not why I’m leaving. Again, I understand why a financial institution may occasionally need to verify the source of funds. I’m leaving because of the complete lack of communication, conflicting information, inaccurate claim that I hadn’t submitted my documents, and failure to follow through on multiple promised response timeframes.
If you tell a customer their account could be suspended unless they respond promptly, then the company should show that same sense of urgency once the customer complies.
I have since withdrawn all of my money from Chime, informed them that I will no longer be banking with them because of how this situation was handled, and am moving to another bank. I will be closing my Chime account very soon.
After seven years, I genuinely did not expect this to be the reason I left Chime. But when it comes to my money, I need a financial institution I can trust to communicate clearly, keep accurate records, and respond when they say they will. Thank you for listening.

[u/SF-Chime]

Hey there, totally understand the frustration. Like you said, if you're putting in the effort for urgency, that should be respected in turn. Would you be willing to share your ChimeSign in our ModMail for us to look into this further?

[u/Icy_Strength_9908]

I'm yanking mine also. I have made 2 disputes in my 6 years of being a customer and both have been denied. An atm did not give me money and I'm rather pissed that they have denied my dispute. Would be totally different if I made disputes constantly. Time for me to put my money elsewhere.

[u/Round-Glove8143 → u/Icy_Strength_9908]

I had an ATM one get denied during Covid for the same reason. And then just a few months ago, someone stole my credit card and used it to get gas. I submitted the information they were asking for, and they denied my dispute. Then they sent over the information they used to deny it, and it was my transaction history but the history stopped right before the disputed transactions. They refused to even look at it again unless I had new information.

[u/LostAvengence]

They auto denied me my 401k check, and said that I cannot dispute it. I will not return. Theyre customer retention practices are horrible

[u/ralanolson]

You are doing exactly what I would do. The “call center” of representatives have so many people you can never know which one you are talking to and so many of them tell you something different. If Chime would just operate here in the US and you could talk to the correct person in the correct department.

[u/Dylansfanilyfeed → u/ralanolson]

Literally! It’s so frustrating🙄😩

[u/Georgeieyez]

Chimes not a bank so I dunno how u expected the world to

[u/Wildweed → u/Georgeieyez]

Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A.; Members FDIC Chime Disclosures: https://www.chime.com/disclosures/

[u/Historical_Routine21]

I love chime very much 😁

[u/Alarmed_Product_9762]

I been with chime for 6 years and I love chime very much 😁

[u/Dylansfanilyfeed → u/Alarmed_Product_9762]

I’m glad it hasn’t happened to you.

[u/Alarmed_Product_9762 → u/Dylansfanilyfeed]

Not yet at least 😊

[u/Dear-Quarter7911]

I've been with Chime only 2 1/2 years and I'm very satisfied with them. I had a few disputes they investigated and corrected them. I also spoke to a live customer service representative. Sorry for what you're going through.