Consumer complaint received 2023-08-14
Company: Credit Karma, LLC
State: WV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
While completing my tax return on XXXX in XX/XX/2023 I was offered to open a Credit Karma Spend account to have my tax refund direct deposited into. I accepted the offer due to the 5 day early deposit of your tax refund they were advertising, The account was opened I received the card and left the account to sit waiting on my tax refund, Shortly after that I received my debit card and pin number which i wrote down and placed in my wallet with the card as I usually did. On XX/XX/2023 my vehicle was broken into and my wallet and mobile device along with other personal items were stolen from my car, it was sometime before I realized that my debit card and pin were stolen around the XXXX of XXXX when I finally was aware. I wasnt expecting my tax refund to be direct deposited until sometime in XXXX so I had no reason to be checking the account. I contacted my wireless carrier and asked for my line to be suspended but for some reason it never got completed. The person who stole my mobile device had full access to my phone to receive verification codes along with access to my other financial apps which were installed on my phone ( XXXX etc ). My mobile device was recovered around the XXXX of XXXX, I proceeded to check my Credit Karma account and my direct deposit of my tax refund was deposited early on the XXXX of XXXX and it had been quickly depleted by the thief. I immediately contacted Credit Karma to start the dispute process on the XXXX of XXXX and was told I would receive a credit to my account on the XXXX of XXXX for the amount of my tax refund which was {$7400.00}. I had asked for a new debit card to be sent to me on the XXXX of XXXX and was told that my ability to order a new card for my account was paused due to having active disputes on my account I still have not been able to get a new card to date On XX/XX/XXXX I received the following from Credit Karma : Hi XXXX, We received your email inquiry regarding your disputes. After completing a thorough review, we are unable to move forward with your dispute as there was no fraud. Our records indicate that all your disputed transactions that you appealed were denied due to the authorized transaction, you confirmed the transaction also your IP address was historically used and your XXXX XXXX  transactions was XXXX XXXX  XXXX, XXXX  XXXX ( Credentials on file ). Our investigation reveals that the transactions were completed using a XXXX XXXX account under your name. In addition, you received a deposit from XXXX and the funds were depleted which suggests that the deposit was used to fund the reported unauthorized activity. As a result of our investigation, the evidence suggests that you authorized these transactions. 
My phone was stolen so obviously the thief had access to my device along with access to my XXXX XXXX, ip address etc. But I have never owned a XXXX  XXXX phone so that is completely incorrect. But they go on to say that my deposit was used to fund the reported UNAUTHORIZED activity in doing so stating that the activity was unauthorized so how could I have authorized it, makes absolutely no sense. How they came to the conclusion that it was authorized is weak at best and not accurate. I demand that the unauthorized activity be credited to my account immediately I dispute all the transactions on my account I had never even funded the account or made one transaction. Some of the transactions are not even in the state that I live in.

Company response to consumer: Closed with explanation