Consumer complaint received 2024-04-01
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Credit Karma (NY)

ON XX/XX/XXXX I contacted Credit Karma ( will abbreviate as CK ) to inform them that my XXXX taxes in the amount of {$5000.00} was deposited into my checking account. I let CK know that I could not access my account because they closed my checking account on their end for unknown reasons that were not disclosed to me. I was told by CK that I indeed had no access to my account and they did close my checking account for reasons they have yet to share. The CK rep informed me that they will email me to continue the process in verifying my current address and identity for security purposes. When I received the email on XX/XX/XXXX to verify I followed all requested verifications. I submitted my ID and utility bill ( multiple times ). On XX/XX/XXXX they informed me they could not verify my account with my XXXX XXXX XXXX XXXX  and I will need to resubmit my documents. I resubmitted my documents on XX/XX/XXXX. On XX/XX/XXXX they informed me that my case was still being reviewed after my inquiry on XX/XX/XXXX. I contacted CK again for an update on XX/XX/XXXX and request to speak to a rep over the phone to get this problem fixed asap. That same day they informed me they do not manage via phone call and have to continue to wait. On XX/XX/XXXX contacted the IRS to assist in getting my money they told me the CK would have to reject my deposit and once they receive the rejection then the IRS can issue a check to me. I contacted the IRS again later in the day to confirm the account my money was deposited into and they informed me it was deposited into a XXXX account. I do not own a XXXXXXXX XXXX account and credit Karma is not affiliated to my knowledge with XXXX XXXX. This caused confusion because I visibily saw my money in my account win XX/XX/XXXX via my closed checking account CK. CK allowed money to be deposited into my closed account and accepted it on XX/XX/XXXX. On XX/XX/XXXX I contacted CK for an update on my case. CK contacted me that day stating they have no update for me. I contacted CK again later int he day about my case after uploading my documents once again. I asked them if my XXXX XXXX XXXX XXXX  would give me an issue because it is expired. They let me know that yes it would be an issue so I then proceed to upload my XXXX XXXX XXXX that is not expired. CK emailed me back thanking me for submitting my documents and confirmed that they did review them and everything is fine. They said in order to move forward and avoid any mistakes reply to the email with my current address as this is part of the verification step so that they can update the address. I email them the same day with my current address again. CK emailed me back confirming they will update my account With my current address. CK again emails me the same day thanking me for providing the information and again asking me the same question that I want my mailing address to be the address I would receive my check. I email CK back and confirm with address again that yes I want the check issued to that address. I contacted CK for update on XX/XX/XXXX for an update and they inform me that they need to validate my address and I have to upload my documents again. At this point I have submitted my documents countless of times and provided a new ID as well and it was accepted and now they are telling me that I have to upload my information again so I do. On XX/XX/XXXX CK emailed me stating that they could not accept my ID after I was already accepted the previous day. I then upload my documents again. On XX/XX/XXXX XXXX emailed to inform me that my address with transition is not updated and I will need to call them to update my address. I immediately contact transition verify my identity and update my address to my current address. After completing that step with transition I receive an email from CK on XX/XX/XXXX that my entire account with them as been deactivated and I no longer had access to log in online or through the app. I register again for an account so that I would be able to contact them via chat bot online for further assistance. On XX/XX/XXXX a month later I am told for the first time that they in fact mailed me a check of my balance to my old address on XX/XX/XXXX. When I had already contacted them about 4 days prior that I would like my check issued to my current mailing address on my utility bill which is apart of the documents I submitted numerous times prior tot he check being issued. throughout this entire time I was never told they ever issued a check on XX/XX/XXXX until XX/XX/XXXX. CK confirmed they issued the check to my old address and they again asked me for my address so they can update my account. at this point I have updated my address many times with CK the IRS and XXXX. I then contact CK after that email later in the day with no response that day being XX/XX/XXXX. I Then reach back out to CK for update on my check being sent out on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and lastly XX/XX/XXXX with no response back from CK. 



through this entire horror I contacted CK online and last week they are now telling me they have no knowledge of this case and a check that was issued was for XXXX cents and there is nothing they can do about me receiving my money