Consumer complaint received 2023-03-16
Company: Credit Karma, LLC
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XXXX XXXX XX/XX/XXXX I am filing this complaint against Credit Karma because its Customer Service Agents violated my rights of privacy when they illegally accessed my Spend Account, locked my debit card, refused to unlock it at my request, refused to allow me to speak to the Fraud department about my Spend Account and debit card transactions as they instructed I should, deactivated my debit card without my consent, and refused to send me a replacement debit card on XX/XX/XXXX. 

BACKGROUND On XX/XX/XXXX, at XXXXXXXX XXXX., or thereabouts, I unlocked my Credit Karma Spend Account Debit card and I made two transactions using. The first transaction was made using the XXXX XXXX. The second transaction was made with XXXX XXXX. The XXXX XXXX transaction went through with success. However, I received an email stating the XXXX XXXX transactions declined. I search for support on the Credit Karma App and found it under the word Help as well as Contact Us. I used Contact Us and learned about a Chat option. I started a chat with XXXX who refused to assist me. So I called the Customer Service phone number and spoke XXXX who refused to assist me as well. I went back to the Chat where, interestingly, XXXX was there again. I questioned why is my Spend Account Debit Card Locked and can not be unlocked by me. XXXX wrote that Spend Account Debit Card might have some suspected fraud gave me two numbers to call, which are XXXX are the Credit Karma Fraud Department, before ending the Chat. I called the Fraud Department phone number, which was really the Customer Service phone number. 

The call was picked up in the XXXX by a female named XXXX. She tried to end the call by attempting to not go through the verification process. After insisting to know why my Spend Account Debit Card had be Locked, XXXX only repeated what XXXX stated in the Chat. Once verified, during the call, I responded to the option of calling XXXX as ridiculous because I have no direct account with XXXX, but Credit Karma does. In addition, I mentioned I did not receive a text message about fraud on my account or with my debit card or verification of the charge. At that point, I heard someone instructing XXXX to end the call. As I continued to insist on speaking with the Fraud Department because XXXX is with the Customer Service Department, she stated you dont need to because your card has be deactivated and at that moment I received an email notification about the deactivation of my card.. XXXX hung up XXXX 


PRESENT STATUS Presently, my Spend Account Debit Card is deactivated. Credit Karma Customer Service agents refuse to speak with me about my account and how to order a new debit card. I dont know if a new debit card is on its way in the mail to my current address. It appears that there is no accountability for the actions of Credit Karma Customer Service agents. They Locked and Deactivated my card as a form of harassment, violated my privacy when they accessed my Spend Account with my credentials, and compromised my confidence in its business. 


ALTERNATE RESOLUTION I propose the following resolution. I request that : 1 ) Credit Karma show proof that my account actually had fraudulent activity ; 2 ) Credit Karma show proof that a new Spend Account Debit Card has been sent as a replacement for the deactivated debit card from XX/XX/XXXX ; and, 3 ) Credit Karma be fined for the actions of its Customer Service agents that violated the privacy of my Spend Account. 

Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation