Consumer complaint received 2024-09-27
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Credit Karma (MS)

Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX, IA XXXX Dear Sir or Madam, RE : Formal Complaint XXXX Credit Karma for XXXX XXXX XXXX XXXX XXXX XXXX filing this complaint against Credit Karma Money XXXX which is administered by XXXX XXXX XXXX XXXX XXXX XXXX to their inconsistent and inadequate handling of multiple fraud disputes related to my account. 

Background of the Dispute : On XX/XX/year>, I submitted a series of disputes involving fraudulent transactions that were unauthorized and appeared on my Credit Karma Money account. These transactions, which took place between XXXX and XX/XX/year>, were conducted primarily through phone applications, including Cash App and XXXX XXXX XXXX XXXX. Despite providing detailed information on each transaction, XXXX XXXX investigation resulted in conflicting determinations. 

Summary of the Dispute Outcomes : XXXX. Inconsistent Approval and Denial of Transactions : Despite the fact that the disputed transactions were all conducted through phone apps in a similar manner, Credit Karma approved some of these disputes while denying others. 

For example, on XX/XX/year>, Credit Karma denied a dispute for an amount totaling {$830.00}, which included a series of transactions made through Cash App and purchases from XXXX XXXX XXXX XXXX. 

However, separate disputes for smaller transactions, after appealing, also involving XXXX XXXX, were approved. 



XXXX. Arbitrary Denial of Larger Transactions : In an appeal to review the disputes related to XXXX XXXX XXXX XXXX, Credit Karma subsequently approved the smaller transactions, but continued to deny larger ones, despite them following the same pattern of unauthorized activity. 


XXXX. Failure to Provide Adequate Explanation and Documentation : Despite my efforts to understand the basis of these inconsistent decisions, Credit Karma has not provided adequate reasoning or documentation to justify their actions. Their letters of determination simply state that the denied transactions were considered " authorized, '' even though all of these transactions were reported in good faith as unauthorized and part of fraudulent activity. 


XXXX. Financial Impact and Customer Service Issues : The reversal of provisional credits for these denied disputes has caused a financial burden on my account. Additionally, Credit Karma 's customer service has been unresponsive to my requests for further documentation and clarification regarding their investigation process and decisions. 



Actions I Have Taken : I have attempted to resolve these issues directly with Credit Karmas customer service team, to no avail. I have also reached out to XXXX XXXX XXXX XXXX, which partners with Credit Karma Money, to escalate the matter. 

Request for Assistance : I am formally requesting the Consumer Financial Protection Bureau 's intervention to review this matter. I seek a fair and transparent investigation into Credit Karmas dispute resolution process and request that they : Provide all documentation used to make the determination of " authorized '' transactions. 

Reassess the denied disputes for a fair and thorough investigation. 

Correct any financial inaccuracies or reinstatements of charges that were provisionally credited. 


Thank you for your time and attention to this matter. I look forward to your prompt assistance in ensuring that these disputes are handled fairly.