Consumer complaint received 2022-01-26
Company: Credit Karma, LLC
State: RI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
On Monday, XX/XX/2022 at XXXX EST I received an email message from Credit Karma Member Support. The message read, XXXX XXXX, Heads up : youre almost complete with linking your external account and your Credit Karma Money Spend account remains locked. 

Please provide a copy of your government issued ID and a recent copy of the bank statement for the account you are trying to link. Here is an article that lists all acceptable documents. 

To resolve this issue, please respond directly to this email with the requested documents or feel free to contact Credit Karma Help Center. 

Until then, sorry for any inconvenience. 

Regards, Credit Karma Member Support ref : XXXX : ref -- In response to this message, I contacted the company directly through their website before replying to the email. I did this because the email message was formatted like a phishing request. All of the links were broken, it did not include any information that seemed directly tied to my account and it referenced my account " remaining '' frozen- a status I was never made aware of in advance of this message. 

I submitted a support ticket through the website within minutes and replied to the email at XXXX EST that very day with the requested photo ( s ) and statements. I asked why I was not told in advance that my account would be frozen or alerted to any issue with the account. I received no reply. I specifically asked if this freeze would affect my ability to receive direct deposits, as I had been expected a very large deposit that had been delayed for other issues. I received no response. 

No response was received for the rest of the day on Monday. I also received no response on Tuesday. I still had no idea why the account had been frozen or if it would affect my ability to receive deposits. Today, Wednesday XX/XX/2022, my direct deposit was processed and moments later a return process was initiated by Credit Karma with the reason code " Account Frozen. '' At XXXX EST, I called the only number made public to banking customers and reached a customer support agent. The agent explained that she could see my case number but the team who handles those cases related to frozen accounts is not available by phone. I called once more later in the morning to see if there had been an update and to ask if it were really true that there was not any person I could speak to regarding this major, critical issue. They confirmed that I would simply have to wait for a response to my email. 

At XXXX EST on XX/XX/2022 I received an email asking for yet another photo - this time of me holding my license in the photo. I immediately responded with the requested photo and requested additional information. I asked why the account was frozen, if I could expect a resolution during this day, and if the deposit reversal could be cancelled. I was told, " XXXX XXXX, Thank you for the prompt response. Unfortunately, no other details can be given at this time. We appreciate your patience and cooperation while your account is under review and we apologize for any inconvenience. You will be contacted once your case has been resolved. 


Regards, Credit Karma Member Support -- I replied once more, as this entire situation is unbelievable. I am in my forties and have never experienced such shady dealings by a bank. I have never been contacted in advance of an account being locked, I have never been told that I can not be told the issue. The idea that this company can just lock my account without telling me why and without making themselves available by phone seems to be very shady business. 

Again, I was told : XXXX XXXX, We apologize for the inconvenience. Regretfully, at this time, we are unable to provide additional information. 


Regards, Credit Karma Member Support __ I want to understand how it is not a violation of some policy somewhere that Credit Karma has taken these actions on my account and has purposefully withheld all details related to their decision. I would like this complaint to not just benefit me in this moment but any other customers who might find themselves in a similar situation. 

Thank you.

Company response to consumer: Closed with explanation