Consumer complaint received 2023-12-02
Company: Credit Karma, LLC
State: WA
Product: Prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/XXXX after waiting 4 days for a check from the XXXX XXXX XXXX XXXX XXXX XXXX to arrive I thought it would be a good idea to use the mobile upload Services instead of waiting to go to a bank. Assuming that they would authorize me to have some of the funds while holding the rest but I was wrong. Due to this and my urgent need for the funds I called on the morning of XX/XX/XXXX. I spoke to a supervisor of which informed me that they were going to go ahead and reverse this transaction so that I could cash the check that day. She advised me to keep an eye on my email as that's how they would be letting me know this issue was taken care of. I spoke to multiple people throughout the day almost every couple hours and they all told me the same thing wait for the email it will be canceled. I even spoke with a representative and the man at the check cashing place that I walked XXXX miles to get to because they needed to be told that Credit Karma was canceling so that they could cash for me. I waited around there for a couple hours before finally walking all the way home and calling again. At least XXXX different Representatives said that they sent a note marked urgent to the department it needed to go to in order to speed up the process of this transaction being canceled. I was Furious and frustrated as I could have went to XXXX and had them issue me a new check and cancel this one but no they wasted my entire day multiple Representatives lying to me telling me that it was going to be available for me to cash that day. At XXXX XXXX. I called and the representative informed me sorry were unable to do this after all. I begged him to ask his supervisor to please help me and he said that he did but ultimately my check would be held until the XXXX of XXXX! I literally was told by multiple people all day long that it was being reversed and to keep looking at my email. On the second of XXXX I did a help chat with a representative and this person told me that it was still in the process of being reversed and to keep looking at my email. A few hours later I called and spoke to another supervisor and she told me that she doesn't know where that person got the information that it says my money will not be available until the XXXX of XXXX. As you can see I have been through the ringer the last couple of days and I am already enduring so much stress in my life and this is not helping. I received a state/ government check because I am in desperate need and this bank is telling me that I can not access my money for XXXX  days from the time of deposit after telling me for over 24 hours that it was going to be reversed which stopped me from being able to go to XXXX to cancel the check. This has not only inconvenience my life but this is put my children and my animals without food and this has caused me a great deal of stress. I am in desperate need of my own money and they will not give it to me and I keep getting different answers from people and I'm just over it. They lack professionalism nor do they care about the customers at all.

Company response to consumer: Closed with explanation