Consumer complaint received 2024-01-26
Product: Credit reporting or other personal consumer reports — Other personal consumer report
Issue: Identity theft protection or other monitoring services — Problem canceling credit monitoring or identify theft protection service
Company: Credit Karma (NJ)

Today ( XX/XX/2024 ) I awoke to an email from Credit Karma Financial that says that my debit card transaction was declined. I never opened an account with them or signed up for this service, or received the debit card. I went to their website where it was impossible to find how to cancel this service. Finally I found where I could chat with an agent. I asked the agent to cancel and explained the situation 3 times. The agent continued to try to sell the service to me asking me " Are you sure you never opened this account? '' It was a horrible selling tactic that didn't work when someone is contacting you about fraud. They wasted XXXX minutes of my time trying to sell me into keeping the account and by the end, they never even closed the account. They said they had to escalate that job to an unknown department that apparently has no name and no direct number they gave me this as a reference. I guess I'm supposed to hang tight until someone from that company happens to send me a confirmation that it is closed. There should be an easier way to close these accounts. If anyone can open them and get the card, I'm not understanding why it is difficult to fix their mistake when you call them and tell them that they are lax in their security. The reference number they gave me is XXXX. Before the chat was closed by the agent, I copied the chat and it is pasted down below. Just to note, if I didn't copy the chat before then, I would of lost all of the information as they do not offer the ability to get the chat after THEY have ended the call. The full chat details are below : Hello XXXX, Thanks for contacting Credit Karma. We're connecting you with someone who can help. 
Credit Karma Member Support ok C Hello, this is XXXX, how can I help you today? 
Credit Karma Member Support I got an email this morning telling me that my credit karma debit card declined. I never signed up for this service. I want this closed immediately. I also want to know where you mailed this card to XXXXXXXX XXXX I appreciate you bringing this matter to our attention. I totally understand how important this is for you. Rest assured that we will take care of this in the best way possible. 
XXXXXXXX XXXX In order to move forward, could you please provide me with the last 4 digits of your Social Security Number? 
XXXX XXXX May I know your last name? 
Credit Karma Member Support I also want a block placed on my account so that this never happens again. 
XXXX I never want this service XXXXXXXX XXXX Thank you for sharing that information with me. 
XXXXXXXX XXXX When was this account opened? 
XXXXXXXX XXXX XXXX Just to confirm, do you remember opening a Credit Karma Spend account? 
Credit Karma Member Support XXXXXXXX XXXX  NO I did NOT open it at all Please close this XXXXXXXX XXXX C Just to confirm, when you mention that you want to close the account, is the spend account? Or the entire Credit Karma account? 
Credit Karma Member Support XXXXXXXX XXXX I didn't open a Credit Karma Spend account - this is what i want closed. and whatever card is tied to this account. 
XXXXXXXX XXXX I never opened this account, I never used the card, i never received the card. 
XXXXXXXX XXXX I never activated this card. I had no idea of its existence until today where i got a decline notification about it. 
I understand, do not worry, I will be helping you with closing the account. 
XXXXXXXX XXXX Please note that closing your account can not be undone. To do so, please confirm the following : XXXXXXXX XXXX I would like to open a fraud case on the merchant that accepted this card as well. I want to followup with the police C Are you sure you want to close your Credit Karma Money Spend account? 
Credit Karma Member Support confirmed - i've requested this three times during this chat. 
C So that we can continue to improve our services, would you be willing to share why you are closing your account? 
Credit Karma Member Support XXXXXXXX XXXX I already shared it Is it closed? please confirm and send confirmation that it is closed or provide a reference number XXXX XXXX Ok, thanks for confirming, I will be helping you with the account closure, once the account is closed, you will be receiving a confirmation email. 
XXXXXXXX XXXX C Aside from this inquiry, is there anything else that I can help you with today? 
Credit Karma Member Support XXXXXXXX XXXX My questions above - are they going to be ignored or answered? 
XXXXXXXX XXXX  C Is it regarding the fraud case that you want to open? 
Credit Karma Member Support XXXXXXXX XXXX yes XXXXXXXX XXXX C I understand, just for you to be aware, if you want to open a fraud case we can not continue with the account closure until the fraud case is completed. 
Credit Karma Member Support XXXXXXXX XXXX No - I want this closed immediately - I will be opening my own case with the Police and following up with the CFPB I have not received an email about the closing of the account. When can i expect that email? 
XXXX XXXX Ok, thanks for the information, I will be escalating your case for the account closure, and you will be receiving the email once the account closure is completed. 
XXXXXXXX XXXX C Aside from this inquiry, is there anything else that I can help you with today? 
Credit Karma Member Support Are you saying I won't be receiving that confirmation now? 
How long is the wait to receive account closure confirmation XXXXXXXX XXXX C I can not provide a specific timeframe, it is a different department that will be doing the process. 
Credit Karma Member Support XXXXXXXX XXXX I would like to be transferred to that department. What is the direct phone number and name of department? 
XXXXXXXX XXXX C They are a backoffice department they do not take calls, your case will be escalated as soon as we finish the chat and they will start working. 
Credit Karma Member Support XXXXXXXX XXXX Do you have a reference number to give me in regards to this case? 
XXXXXXXX XXXX Of course, allow me a moment. 
XXXX C Aside from this inquiry, is there anything else that I can help you with today? 
Credit Karma Member Support XXXXXXXX XXXX Other than following up with a confirmation that the account is closed. that will be all. I will be using that reference number in my complaint with the police and CFPB. I hope it actually leads to a reference that someone will be able to follow-up with.