Consumer complaint received 2021-03-26
Company: Credit Karma, LLC
State: VA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/XXXX, I provided account information for my Credit Karma Savings account, which I obtained through the Credit Karma app, to XXXX XXXX  to process a payment to my credit card in the amount of {$1000.00}. The payment was accepted by XXXX XXXX, and posted to the account. I also saw the payment reflected on my Credit Karma Savings account with a posting date of XX/XX/XXXX. 

A few days later XXXX XX/XX/XXXX ), I checked an unrelated notification from Credit Karma 's app, and noticed that the reported balance on my savings account appeared high. When I checked the account, I saw that Credit Karma had reversed the payment processed on XX/XX/XXXX. I then checked my XXXX XXXX  app to see that the payment was still reflected on my credit card account. I contacted Credit Karma 's customer support to file a complaint and I contacted XXXX XXXX to notify them of the pending reversal. 

During my phone call with XXXX XXXX, I was informed that they do charge NSF fees ( which would not be applicable in this case, there were more than enough funds in the savings account to process this payment ), but that they would be open to waiving fees caused by institutional issues. XXXX XXXX  has since charged a {$29.00} Payment Reversal fee due to Credit Karma taking the funds back. ( Note : I have not yet asked XXXX XXXX  to reverse the fee. ) In my correspondence with Credit Karma, I advised them of the situation and advised that I did not understand why this payment had been reversed. Credit Karma 's associates provided standard information about the account and did not address points of my complaint either satisfactorily or at all. As a former Complaints Analyst at a large national bank, I find the fact that portions of my complaint remained unaddressed extremely unprofessional and a potential liability for the company. The things I wanted Credit Karma to address are as follows.

1. I opted to use the recent Stimulus Payment to make this large payment to my XXXX XXXX Credit Card. While I filed my XXXX taxes through Credit Karma, I did not provide my Credit Karma Savings account information on my tax documents to process the payments for the taxes I owed ; I provided my XXXX XXXX Savings account information and the tax payments were processed from there. Furthermore, the other two Stimulus Payments both went to a different XXXX XXXX Savings account. The third Stimulus Payment ended up in my Credit Karma savings account. Since I did not provide this information on my tax form, I can only assume that Credit Karma provided this information to the IRS without my knowledge, consent, or informing me of such action. Had the third Stimulus Payment been routed to either XXXX XXXX savings account, as I reasonably expected to be the case, none of the issues caused here would have happened. Credit Karma has not addressed this issue in any of my correspondence with them. 

2. I asked that Credit Karma compensate me for the {$29.00} XXXX XXXX  Charged in the from of an account credit. It is my opinion that given Credit Karma 's conduct from the prior enumerated point, I should not have been charged a Payment Reversal Fee by XXXX XXXX. Since I have been charged a fee, I believe that Credit Karma is responsible for compensating me for it due to their unprofessional conduct. Credit Karma has declined to credit me {$29.00}.

3. I have not brought this up with Credit Karma in my correspondence with them, however, I was never notified that the payment was being reversed by Credit Karma. At the very least, if I had been notified, I could have contacted XXXX XXXX prior to the payment reversal to make other payment arrangements from one of my other banking accounts elsewhere which may have prevented the fee from being charged. Since there was no notification, I was not afforded the opportunity to make these arrangements. Had I been notified, I would likely not be filing this complaint. 

I can provide the documentation to confirm this sequence of events, if necessary.

Company response to consumer: Closed with monetary relief