Consumer complaint received 2021-05-12
Company: Credit Karma, LLC
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
on XX/XX/XXXX I authorized a transfer from Credit Karma Spending account that is backed by XXXX XXXX to transfer {$500.00} to XXXX so that I can invest in stocks. this transfer took place and the money is in the XXXX account, however the funds I would like to invest in XXXX says I can't trade in so I attempted to withdrawal my funds from this account. I continually receive error messages when I try to withdrawal my initial funds invested. I created a document showing screen shots of theses attempts, I called the customer service number I found online and there is a message to use the app for assistance but no message can be left and no live person answers the line. On XX/XX/XXXX I called Credit Karma to explain my issue and I was advised to dispute the charges so they can attempt to contact XXXX to resolve the issue. I was advised to click on the transaction itself and it will expand and from there I would need to click on the " Dispute '' button. however when I follow these instructions there is no dispute button. I was on the call for 1hour and 6 minutes. At the end of the call I was advised I would be contacted as the matter was being escalated. I received a confirmation of this on XX/XX/XXXX and was finally reached out to on XX/XX/XXXX. I gave this same recap of my issue and provided screen shots of the errors I received form XXXX as well as the Missing " Dispute '' button so far 2 weeks later it has yet to be resolved. the emails going back and forth on XXXX XXXX end are illogical. they repeat the instruction on how to dispute, advised how to add more funds to my XXXX XXXX account and on multiple occasions they have requested screen shots of the issues which I have provided on several occasions. To dat the dispute has not be filed. I asked for a call to talk this through and I was told they don't do outbound calls and provided a number to call. I called this number and it was an answering machine advising me to leave a message and I would get an email. I called the FDIC on a course of action I could take and was advised to find the backing bank this was on XX/XX/XXXX and I saw in my app the backing bank was XXXX XXXX. I called XXXX XXXX and advised them of my issue and they advised they have no records of any Credit Karama accounts as the routing number to this bank is XXXX but Credit Karma lists their Routing number as XXXX, the last 3 numbers are in a different order. I am confused if they are the backing bank and have no record of Credit Karma Accounts then why was I able to transfer money in/out of this account? When I asked for XXXX XXXX assistance on resolving this issue I was advised the their notes advise they reroute customers back to Credit Karma. In the attachments I have provided the emails that have been going back and forth since XXXX, the Credit Karma screen shots and instructions to file a dispute that I don't have access to do on my own and the screen shots of the errors I receive when trying to withdrawal my initial {$500.00} deposit, screen shot of the XXXX contact number I found that is not interactive.

Company response to consumer: Closed with explanation