Consumer complaint received 2023-02-26
Company: Credit Karma, LLC
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX. Initiated an ACH transfer of XXXX to setup a new brokerage account at Interactive Brokers. Appeared to have processed without issue. 
XX/XX/XXXX : ACH transfer of XXXX was reversed. 
XX/XX/XXXX :. Received notification that account had been locked Email form Credit Karma " Heads up : your account has been locked as a result of high risk activity. 
Please provide a copy of your government issued ID. Here is an article that lists all acceptable documents. 
To resolve this issue, please respond directly to this email with the requested documents or feel free to contact Credit Karma Help Center. 

To expedite the resolution of this case, please reference the case # above when contacting Credit Karma.

Until then, sorry for any inconvenience. 


Regards, Credit Karma Member Support '' XX/XX/XXXX : Became aware of email.and contacted support to ensure this was a legitimate request and spent hours with customer service attempting to provide necessary documents Emails to Credit Karma Account Verification : Case # XXXX " Instructions provided in help do not work to verify identity ( going to creditkarma.com/ms/document-verify ). No one via IM or phone can help out with the issue. What can I do to resolve this? '' It appeared that the link finally worked and requested confirmation. 

" I got the link to work and scanned my ID. Please confirm receipt. Thanks. '' XXXX :. Contacted customer service a couple times to get status and received an additional email with new case number Credit Karma Email Call from XXXX : Case # XXXX " I hope you're doing well. In order to further assist you, we are requesting the following : Photos of both the front and back of your government-issued ID. 
An explanation for why the transfer in the amount of {$10000.00} returned. 

You can upload the requested documents using this secure link : HERE. 

Regards, Credit Karma Member Support. '' My response to Credit Karma : " See my responses and comments below. 
Photos of both the front and back of your government-issued ID. 
I already submitted my ID front and back based on original instructions on the email. Was confirmed last night via chat with customer service An explanation for why the transfer in the amount of {$10000.00} returned No idea way my transfer to Interactive Brokers did not go through. I was opening a new brokerage account. 

Why is my account locked because of that? At this point I would like to close my account and move all my money to my linked account Please expedite the unlocking of my account so I can move my money. 

If this is not done in a timely manner I will be contacting the XXXX with a complaint in order to get this resolved. '' XXXX :. Initiated several IM, email and phone calls to get status with no response on status via email. 

XX/XX/XXXX : " i resubmitted my ID photos yesterday. Any on this? '' XX/XX/XXXX : " I contacted customer service two days ago stating I would receive an update. I have not received one yet. '' Throughout my IM and phone calls all have stated that the group was reviewing and will contact me the following day. However I did not receive any update. Additionally a customer service representative stated i needed to follow instructions on the email I received which I did already twice.

Company response to consumer: Closed with explanation