Consumer complaint received 2023-04-06
Company: Credit Karma, LLC
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
On XX/XX/XXXX my account was charged for {$2000.00} at a XXXX XXXX.. Apparently the first time the charge was made it was kicked back bc my transaction history shows a charge for {$2000.00} immediately after it shows reversed.Right after the reversed charge another charge is made for {$2000.00} and goes through.I wasn't able to report the charge until a month later on XX/XX/23 due to not being able to access my account as my number listed on my account was no longer active & I wasn't sure exactly what transaction was fraudulent.I just knew my money wasn't correct.I tried multiple times throughout the month to chat with credit Karma and update my number.They would not allow me to update my number with my XXXX XXXX phone number.So I had to get a new phone before I could access my account.On XX/XX/23 I was finally able to update my phone number and access my recent transaction history.Once I was able to see what transaction was fraudulent I reported it to credit karma.I told them I was reporting a fraudulent charge and told them exactly what charge I was reporting.As I did not make this charge or authorize the transaction.The dispute ID number is XXXX... I was advised that provisional credit would be given on the XXXX day.On XX/XX/XXXX XXXX support emailed me stating they have received the dispute and their records indicated that the transaction was made using a mobile device..And asked if my card was the only thing that was lost or stolen..I replied back to them that I had previously ordered a new debit card but it never arrived.I was using my digital card which I had connected to my XXXX XXXX..If I didn't make a purchase online directly with my digital card numbers than my transactions were done via adding money to XXXX XXXX..That can be verified by looking through my previous transactions.I also informed them that I have a older model android that is not capable of using NFC or tap to pay transactions.Farther more they can verify the IP address used to make the fraudulent transaction does not match the device I use.I didn't get a reply back.So on the XXXX day I contacted XXXX about provisional credit.Im advised that it will be issued sometime on XXXX XXXXJust to make sure the CSR told me correctly I reached out to XXXX again on XX/XX/23 to find out about provisional credit..I 'm told the same.I took screen shots of them both ... Later that evening I get a email saying my dispute was unsuccessful.I immediately contact them again asking to see the documents of how they reached that decision and let them know I wanted to appeal..The CSR proceeds to tell me that he will submit the appeal and request the documents get sent to me via email but than never comes back to the conversation.Again I took screen shots of the conversation.Today I get a PDF of the reason why but no documents backing up the claim..The letter states that my dispute was denies bc Regulations E only covers fraud charges and I authorized this charge ... XXXX You got ta be kidding me!! No the XXXX I didn't authorize the charge and I stated that from the get go.. I'm still stating this and have screen shots to back me up on what I said.This is freaking nonsenseXXXX  literally lied just so they wouldn't have to give me provisional credit..Ive asked to appeal the decision and I get the same script from each CSR that a special department handles disputes and only contacts via email and they don't have a clue when they will contact me but at some point they will..No that's not acceptable not for myself or any other consumer.I have $ XXXX just gone from my account and kids to feed but I'm supposed to tug my tail and wait for XXXX knows how long on someone to contact me?? Not acceptable..just like my dispute being denied based on XXXX  telling lies..The dispute was reported fraudulent from the start... now y'all decide that it's not and when I've asked for the documents that y'all based the decision off of all I'm given is the run around.I want to see the documents like I have a right to see... I want to appeal the decision and I want the provisional credit applied to my account as I was told it would be.This is not good business and I feel like XXXX tried to play me thinking I didn't know my rights.I will be contacting the XXXX the CEO again and if I have to I will get a lawyer.Its totally unacceptable for XXXX to do consumers like this.And I am far from the first person they have done this Way..just look at all the complaints on them all over online.

Company response to consumer: Closed with explanation