Consumer complaint received 2024-05-15
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Credit Karma (AZ)

I had my tax return direct deposited into Credit Karma Money Account. I had a trip I was taking where I was going out of the country for about a Month maybe a little over a Month. I already had my trip and everything financially covered and so I planned to leave my tax return in my account and of course if ever needed Im able to use, but fortunately and unfortunately I never needed to go into my account and use any of the funds. The day before my trip I went to a local site seeing spot where you could see the whole city, I took a short walk down a small path, and I returned back to my vehicle and the mountain was getting ready to be closed so I went ahead and started leaving off the mountain when I got to the bottom and discovered my phone and wallet were missing so when I went on that small walk on the path, someone went into my vehicle and stole my wallet and phone out of my car. I drove back up the mountain but it was already closed. I had to get a new phone the next morning and had to cancel all my cards etc. The person who stole my phone had at that point already gained access into my phone and then had access to my accounts and everything else I had on my phone, this is where they got the virtual card number to use it on XXXX XXXX to send to themselves and drain it completely. I didnt know my account was being used or anything until I got back from my trip, When I returned back from my trip, I at this point was in need to use my funds from my tax return due to over spending on my trip, the only funds I had was my tax return so I was glad to have that still, so I returned and needed to use some money and went to check my account and all of my tax return was drained from my account in only XXXX transactions my whole tax return was wiped out of my account, all XXXX transactions were from Cash App. 
My total return was {$5900.00}, All XXXX Transactions are XXXX XXXX - {$500.00} XXXX XXXX - {$500.00} XXXX XXXX - {$50.00} XXXX XXXX - {$500.00} XXXX XXXX - {$450.00} XXXX XXXX - {$110.00} XXXX XXXX - {$880.00} XXXX XXXX - {$10.00} XXXX XXXX - {$2900.00} Shown on Statement as : XXXX XXXX XXXX XXXX XXXX, CA XXXX US All the Transactions show the date, the amount and then the description. 
They all say the same thing and to the same XXXX XXXX. 
Ive disputed these transactions with XXXX Credit Karma Money, they told me that this will be resolved, that if they needed to investigate more then XXXX business days then I would receive a provisional credit, they resolved it by denying every transaction saying this in a letter, We have completed our research regarding your dispute and have determined that no error occurred, Regulation E only covers unauthorized transactions. Since these are charges that you did authorize it is not considered to be fraudulent activity. 

I called them and told them that those transactions were NOT authorized and that I need them to reopen my disputes because not a single one of those are authorized, they clearly state Regulation E only covers unauthorized transactions, well those transactions are UNAUTHORIZED FRAUDULENTLY. 
They said they would send it to a team for a second review and get back to me. 
They sent me an email stating that they again found those transactions to be authorized. If Im telling them they were not authorized and they are supposed to be FDIC insured, but yet they dont want to give me back all the XXXX they are going against what Im telling them. 
I have looked up this same situation online to see if anyone has had a similar issue and its a very common issue a lot of consumers have had with their XXXX Credit Karma Money account. They never want to give anyone back their money, they deny everyones disputes and this is just unacceptable, its extremely upsetting that after discovering your account has been completely drained and as for me it was the only money I had and then to not have it and then hoping that Credit Karma would take care of it, give me back my money, and make it an easy going process, but instead they going against what we are telling them, they deny our disputes and just make it almost impossible to ever even get any of your money back. Something has to be done to stop this because Ive read a lot of reviews about the same or similar situation and they do this to everyone. 
I hope that filing this complaint helps get this to be a step for XXXX Credit Kama as a company to do right by the people that use their products.