Consumer complaint received 2023-04-13
Company: Credit Karma, LLC
State: WA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I reached out to Credit Karma several times informing them that I am the victim of ongoing account takeover fraud multiple times I've had the email and or phone number changed on my account some funds were stolen and Advance on my tax return in the amount of {$250.00}. When I did not get full access to a service that was purchased I filed a complaint I should have been entitled and Credit Karma told me multiple times several times that my provisional credit was in process and I just had to wait a day or two and then somewhere around XX/XX/XXXX they said well actually no and this was replying to a complaint that I filed after a complaint to this department agency as well as DFI but they responded to the XXXX XXXX XXXX first the same day my account was now locked even though I'd been asking for months for them to help me secure my account now the day that it was locked was one of the times that my email had been changed they sent correspondent sensitive information to that email and then demanded that I respond to that specific email even though I explained multiple times that they possibly had sent a message that I had no Trace in my email of to this bad actor that's empty an account takeover fraud on XX/XX/XXXX I received my weekly benefit they froze my account with the full amount minus the {$48.00} that my account had been overdrawn. The following week there was another deposit leaving a full total of {$710.00} I have multiple times uploaded their requested documents I have multiple times called and asked for help if I send a new support message from the email address on file I get no response. However if I use my former emails that I had to change after the account takeover attempts they respond very quickly there is no other word besides retaliatory punishment for me filing a complaints against them and apparently that's the only way to get them to do what they're supposed to. I received an email finally this week after I was directed specifically through the XXXX XXXX XXXX correspondence to upload my identity documents at a specific way which when I tried to the Credit Karma agent 's absolutely refused I have proof of this. And so I finally get this email telling me well what's a good number to call you on and I gave them my temporary number because the {$700.00} I couldn't pay for my medication couldn't pay my phone bill. They called the next day at XXXX XXXX. what are you thinking first off absolutely inappropriate to call anybody at that hour and I'm pretty sure there's there's laws against doing that sort of stuff but that's nothing that Credit Karma cares about and then at XXXX while I was in the restroom I received another call neither time did they leave me any voicemail. Or the fact that I've been told repeatedly that the correspondence will be via email if they have emailed and they're sending it to the bad actor it's XXXX XXXX XXXX XXXX well you know I've already informed you that I never had access to that all I want is access to my money so that I can empty the account and never use your service again because what you've done is harmed this XXXX veteran what you've done is stolen from this XXXX  veteran what you've done is giving me emotional distress when I already have XXXX I don't need anything else I should be able to trust and what I need help get it and then access my money these are simple simple things and because I tattled on Credit Karma they're going to try to punish me so I will now continue to file complaints against them and I will continue to talk to the news and I will continue to seek what is right

Company response to consumer: Closed with explanation