Consumer complaint received 2023-08-09
Company: Credit Karma, LLC
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2023, I made a purchase for a replacement amplifier on the website XXXX, I spent {$310.00} on the item and never received a confirmation email. I tried to call the company but discovered that the customer service number on the website was actually the number for an entirely different company. I filed a dispute with the bank ( Credit Karma ) and in XXXX they denied my dispute in favor of the merchant without explaining why. I filed a redispute and at this point it had been over a month since I placed the order. I still have not received any confirmation email or a tracking number for my product. In XXXX, I got a notice from my bank stating that the merchant provided sufficient and compelling evidence that I received my package and that no error occurred. Their resolution was for me to contact the merchant to resolve the matter. I called my bank to ask what evidence did they have to deny my dispute and they stated the merchant provided them a tracking number ( XXXX ) and because it shows delivered they denied my dispute. I still never received a tracking number from the merchant so I asked my bank to provide it to me so I can call the shipping carrier to ask what happened to my package. When I called XXXX they stated that the tracking number was not from the merchant. The tracking number was for a package that they received from XXXX and the package had a different name and address listed for delivery. XXXX advised me that because this package did not have my name or address they could not help me with a dispute as they delivered the package to its intended recipient. I called XXXX to confirm and XXXX advised me that the tracking number was indeed a package they shipped to one of their XXXX members but could not give me further details. XXXX was unsure how the merchant provided my bank with this tracking number but confirmed with me too that this package did not belong to me nor was this a package that the merchant shipped. So essentially the merchant found a tracking number for a package that was being delivered to a location in my city and state. The bank tracked the package on the XXXX website and saw that it was delivered to a location in my city and state, but failed to call XXXX  and confirm if it was delivered to the street address I provided the merchant ( My home ) and if the package had my name on it. I emailed my bank with the information and advised them that they had failed to verify the tracking number. I also informed them that the merchant provided them with fraudulent information and I asked them to redispute my claim due to the new evidence proving that the merchant never shipped my package nor did I ever receive my item. My bank denied redisputing my claim because they stated the tracking number shows as delivered. They refused to contact XXXX to confirm if the package belonged to me and as a result, claimed that no error occurred. My bank keeps telling me to contact the merchant which I have tried to do. As stated earlier the phone number on the website directs me to a company based in XXXX. This company stated they have tried to contact the owners of the website to remove their phone number but they were unsuccessful in getting a response. I have also emailed the website customer service email and the merchant directly but I have not gotten a response from either. Please help me, my bank did not do a proper investigation, all you have to do is call XXXX and ask if my address matched the address the package was delivered to ; as stated earlier it is a different name on the package, a different street address but the same city and state. Below I have attached a copy of my bank 's determination letter. It shows the tracking number, a transaction statement from the merchant, and a screenshot of what the XXXX website shows when you track the package. Please keep in mind that it has been over 120 days since the package was delivered so it can no longer be tracked on the website. Also, the website only shows the city and state it was delivered to. In order to verify if the address it was delivered to matches the address I provided the merchant you have to call the XXXX customer service line. Thank you so much.

Company response to consumer: Closed with explanation