Consumer complaint received 2022-02-27
Company: Credit Karma, LLC
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
To whom it may concern, I am having an issue with credit karma.

I created an account with credit karma through XXXX on the XXXX of XXXX. 
Open creating the account, I connected my XXXX XXXX account to credit karma and transfer {$20.00} so I could have funds in that account. 
However, a few days later I noticed another {$20.00} was taking out of my XXXX account but this was unauthorized. I contacted both Banks and credit karma customer service told me to dispute it with XXXX. 
During that time, my federal taxes also had hit the account {$4200.00}, so I transferred a majority of it to my XXXX. 
However, the next day I went to check my account with credit karma and it was locked. 
I continue to monitor the number on the account, although I did not have access to it. Although my account was locked, it still accepted my state taxes of {$210.00} as well. 
I struggled getting a hold of them on their XXXX number. When I did get a hold of a representative, I kept getting the runaround.

One representative would tell me that they can't find my account.

I had another representative tell me that my account was closed out and that they would send me a check and mail within the next 5 to 7 business days, however she could not give me a confirmation number. 
The representatives are only able to give me their number and not a work number so I can report who I have been speaking to. 
Finally I failed a complaint online with them and received an email requesting proper paperwork and identity. I sent that proper paperwork and received a email the a few days later stating that they had received my proper paperwork and that my account has been unlocked. However, to my surprise my account was still locked. I contacted them and asked them what is going on, since they have already confirmed that my account has been unlocked. 
The next day, someone messaged me back and said that they don't have any further information on my account and can't explain why. The only thing they continue to say is that they will send it to someone in the higher department, however I never hear from anyone in that department that they are talking about. 
Today, I looked on my account and the entire balance was gone. 
Even though my account was locked, there was a balance remaining but if I tried to click on it it would go to a page stating that my account is locked. However today there is nothing on my account. I called the fraudulent service for credit karma and the man on the phone said that he could not find my account because my phone number is no longer associated with that account. 
I am begging for help in this situation. It is not just me who is going through this. I decided to go on credit karma 's page in post under their post with my case numbers. 
They did not help me even though they have been posting under everyone 's post, to put their case number so they can contact them. 
I have discovered after reading under their post, that thousands of people have been dealing with the same thing. As soon as the federal and state taxes hit, their accounts have been locked. 
They are even refusing to close my account out due to it being locked. So I have no access to anything. 
I have tried to contact multiple sources about this. 
I feel that it is THEFT BY DECEPTION. 
After contacting them over the course of a few days, the XXXX number stopped working and it was only a number to leave a message for disputes. 
The only other access to them through number is on the back of the cards, and they can only help with the cards. 
This bank is associated with XXXX XXXX, however, I have contacted XXXX Bank as well and they are unable to do anything about the situation because they said that they do not have access to credit karmas system since they have a different routing number. 

XXXX : Case # XXXX Credit karma spending account Routing # XXXX Credit karma, Inc XXXX XXXX XXXX XXXX XXXX California XXXX Email : XXXX Number : XXXX

Company response to consumer: Closed with explanation