Consumer complaint received 2023-02-23
Company: Credit Karma, LLC
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I opened a checking account with credit karma money last year around XX/XX/XXXX. I was sent a debit card. I used the account for a few months and went a few months I did not make any new deposits or withdrawals but there was still money in the account. I tried using the debit card at the gas station in XX/XX/XXXX and the transaction was denied - again, even though there was still funds in the account. On XX/XX/XXXX I filed my taxes and had a portion lf the funds go immediately to the account and was given a new virtual credit card and was told I would receive a new physical card within 7-10 days. Well today is 23 days and I have yet to receive a physical call. Three days ago, I reached out to credit karma to inquire about my new card as my tax refund was scheduled to be deposited and I have yet to get a new physical card after the canceled my debit card without notice while I still had money in the account. The representative said he does not see a card pending snd sees my card active - meaning the virtual card. He did not get it. Kept saying " I see your card is active '', but made no attempt to track or provide a card. He was quick to dismiss me and said I had to wait to get an email from credit karma. After 24 hours of no email or any other form of communication I called and was told by the representative the could not be escalated per company policy and there was nothing to be done until I get an email. While on the phone I got an email telling me that my account was locked and the only way to unlock it was to send a mugshot/selfie of myself holding my government ID front and back up to my chin and also upload to a link in the email which is not readily visible. I did it right away and have yet to get access to the funds in my account. My tax refund check has since been deposited into the account and I had written a check for my mortgage based on the funds being in the account however, with the account b3ing locked my mortgage payment will more than likely be returned even though the funds are in the bank. I called credit karma once again after another 24 hours of my funds being locked and was told the same thing, they confirmed receipt of everything they requested to unlock my account but I have to wait until they send me an email with the next step to unlock my account. They should have never locked my account. There was no reason to. My account was never compromised as they never mailed me a card. Instead of trying to rectify the situation they made it 1000x worse and are showing no efforts to fix it now. After reading reviews after the fact I see there are many people like me with the same complaint. Unable to access their funds because credit karma locked their account even though they were never sent a card. The representatives could have easily resolved the issue by sending via express mail the cards considering credit karma messed up instead they locked the accounts and people are left without their much needed money and again, concerns can not be escalated. You can not spesk to someone who can or is willing or able to help. Consumers are left in the cold and credit karma gets to take their sweet time.

Company response to consumer: Closed with explanation