I opened to try my account nine months ago so I could get my stimulus checks directly d...

GetHuman-ritepric's customer service issue with Chime from March 2021

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The issue in GetHuman-ritepric's own words
I opened to try my account nine months ago so I could get my stimulus checks directly deposited into my account. The IRS was taking months and months and months to deposit my money when I talk to them they told me to call back in * months I called back in six and they told me that all three my stimulus checks have been deposited into my chime account. Since it had been so long since I had logged in to chime and I didn't have access to my email address that I used to sign up with chime I couldn't click lost password when trying to log into my chime account so I contacted customer support for chime and they are telling me that I need to have identification to prove that it's me. At that point I went to the DMV and got a printout of my temporary driver's license because that's what they told me I needed to do to gain access to my account. At that point they asked me to take a picture of the temporary driver's license paper by itself, take a picture with the paper holding it next to my face and take a selfie. I did those two things and I also signed the paper and then took a picture with the paper and signature next to my face to show them that there was no signature before but there is now. At that point they told me that my identification part of it was cleared and that all I need to do after that was to show them my social security card which is at home which is * to * hours from my current location so I called social Security office and the guy over the phone told me he could either fax me the document or he could mail it through US mail. So I had him fax me the document which was a social security number verification document with Social Security administration letterhead saying that this is my name Paul Allen and it listed my social security number as well so I can prove to chime that that was my social security number it was correct so what I did was I created an online account to receive the document. When I received the fax I emailed the document to chime and then they told me that they need to have me take a picture of my social security card with my with my signature on it and send that to them but I don't have my social security card and the gentleman at the Social Security administration office told me that the document that he was giving me was just as good as a social security card. It is the same document that is accepted by employers when you are getting hired for a job and is accepted by all state and federal government offices across the United States so I should have no problems showing that to time and them accepting it but the problem here is all day yesterday chimes Representatives kept giving me the runaround and not giving me clear directions as well as not reading my emails that I'm sending them to resolve this issue and so every time I talk to somebody a chime every single time pretty much it's either a new person I'm talking to or the same person I'm talking to acts like we never spoke before and that they are not reading anything that I'm emailing to them so I'm making no progress and this is unacceptable. I know information about my account then nobody else would know like I know that there was three deposits made I know that there was never any money ever taken out of my account and if it really wasn't me Paul Allen speaking to them I wouldn't know this information because this information I got from the IRS and the IRS is very strict on who it gives information to and make sure they're giving the information to the right person. Early this morning I spoke to a gentleman named Danny from chime who told me he was with the escalation department and that he was going to help me with my problem and we were going to find a solution. This is what Danny wrote me:**Hi Paul,**This is Danny, from the Escalation Team I hope this email finds you well, wishing you an amazing day, It will be my pleasure to assist you today ****I want to apologize for having you go into this inconvenience. I am really sorry to hear you are not able to access an ID as of right now. I understand you have deposited it into your account and I want to assure you that Chime will not keep your money this money will remain in your account until you can send us a Valid ID. We definitely need to verify your identity in order to make updates to your account. I highly suggest is that you ask the DMV for a temporary ID and make sure there is a photo of you on the ID with this can work a way out for you to access your funds. **Please don't hesitate to let me know if I can assist you with anything else by simply replying to this message, I'm here to help you with everything that is in my hands. Have a great and blessed rest of the day and Thank you so much for being a valued Chime member****Kind Regards,**That was at **:** a.m. this morning. I emailed Danny back at *:**am and this is what I said:**Hello Danny,**I'm very pleased to see that my situation has been escalated. I'm a little confused because of some things you said in your first email to me.*I don't think you understand the extent of how inconvenienced I have been put over and over and over and over and over all day long yesterday absolutely no progress even after I made progress*You said: I want to apologize for having you go into this inconvenience. **I don't think you understand the extent of how inconvenienced I have been put over and over and over and over and over all day long yesterday with absolutely no progress to show for even after I clearly made progress. It most definitely feels like your customer service Representatives are sabotaging my progress every step of the way because that's exactly what's happening and I have had so much of my time wasted and it is utterly pathetic that we do not show that I've made any progress throughout the entire day yesterday. That is unacceptable and needs to change immediately because I would not continue to waste my time. Instead I will escalate up the chain of command for your company until I reach Chris Britt himself. I've done it before and it's not that difficult. With that being said I hope that you and I can resolve this very simple issue so I can have access to my account again as I've had three deposits made. The first for $*,*** the second for $*** and the third for $*,***. Those are things that I shouldn't know unless it was my account. I also know that I have not taken any money out not even one time. Okay so let's say I were to go to the DMV and receive a new identification card ** to ** days in the mail but the first day that I go I can come back with a temporary ID from the DMV. I can then come back with the temporary ID take a picture of it next to my face and then take another picture of it next to my face after I sign it would that be enough to allow me access back into my account? Please let me know.**Thank you,*Paul Allen**Then at *:** a.m. I emailed back and said "hello Danny" and then ** minutes later I get this email from somebody else:**Hi Paul,**This is Joey, a live representative from the Escalations Department at Chime Member Services! We are committed to building a quality experience for each of our members, and your concerns and information have been sent to our top escalation team. A Member Services team leader will be in touch with you shortly. Thank you for your patience.**Thanks,*Chime Member Services**That guy Joey says that a member services team leader will be in touch with me shortly so I waited. At *:** I sent another email saying:**I want to speak to Danny again. Either that or I want to speak to a manager. Never got a response back from anybody and sent another message a little while ago saying this:**Why is nobody emailing me back? I feel like you guys are trying to keep my money and not letting me have access back to my account so I can receive my money and this is unacceptable. If this doesn't get resolved very soon I will have to take further actions to protect my money. I spoke to Danny last night who was with the escalation team. He sent me a message saying that he would be back soon so we can resolve my situation and he never came back. I'm starting to get very upset is this you need to be resolved as to representatives from your company wasted my time all day yesterday and that is unacceptable and that will not happen again. **I still don't have an answer back from Danny or anyone else and these people are trying to steal my money that I received from the government because of this coronavirus so I could survive and my family could survive because I have lost my job because of the virus and now chime will not give me my money so I can feed my family and I don't know what else to do now. I don't feel like they're trying to help me with my problem and I need help.

GetHuman-ritepric did not yet indicate what Chime should do to make this right.

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Chime

Customer service issue
Reported by GetHuman-ritepric
Mar 29th, 2021 - 4 months ago
Not resolved
Seen by 7 customers so far
Similar issue to 14531 others
0 customers following this

Timeline

GetHuman-ritepric started working on this issue
Mar 29th 12:36am

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