Consumer complaint received 2024-04-02
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Credit Karma (MA)

ORIGINAL BEGINNING OF Complaint Details FROM XXXX WEBSITE DIRECTLY : Message to the Business on Sunday, XX/XX/XXXX Customer Service XXXX Credit Karma , Inc . 
XXXX XXXX XXXX XXXX CA XXXX Dear Customer Service Representatives : Your XXXX has recently changed the way we process complaints. The notice sent to you has NOT been reviewed by XXXX prior to sending. If you feel this notice was sent in error, or appears to be against XXXX guidelines for complaint processing please contact us using the information listed below. XXXX XXXX XXXX received a complaint about your business.XXXX understands that there are XXXX sides to every dispute, and wehave not pre-judged the validity of this claim. This is your opportunity to address your concerns of your customer andto rebuild the trust that first brought you together in this transaction. XXXXseeks to help businesses and consumers resolve their disputes, whether or not they are accredited with XXXX. The complaint was submitted XXXX was assigned an ID XXXX. 
Disputes Resolution XXXX XXXX CUSTOMER EXPERIENCEINFORMATION Customer Information : XXXX The details of this matter are as follows : Complaint Involves : Refund Or Exchange Issues Customers Statement of the Problem : I have been waiting XXXX weeks to get my refund back for a incorrect charge and hotel hold. I submitted my receipt by the company which I was advised to do since they said I had to go through my bank and when they admitted they charged incorrectly. I called credit karma daily to follow up on my dispute. I was told MULTIPLE times FALSE information and lied to. On the XXXX I was told I was getting my provisional credit on the XXXX while the dispute was pending so I could ease my mind financially. On the XXXX I still had nothing and I was told it was getting posted that very day and it did not .... I called then on the XXXX because I saw no credit still & XXXX XXXX, told me that they closed my request on the XXXX actually .... I have been lied to by them multiple times. They told me their office was in the XXXX and couldn't do much about it. I submitted my receipt on the XXXX, and explained multiple times that the hotel said I had to go through the bank and explained that this was a provisional credit so I could be covered while they investigate the matter. I'm completely shocked in how they handled this whole thing because they literally lied to me over and over and over just to brush me off ... My own bank!!! Credit karma is highly unethical, unprofessional and very unhelpful to its consumers. I'm so disappointed in the gross negligence of their employees and management. 
Disputed Amount : {$1200.00} Desired Settlement : Billing Adjustment Message to the Business on Friday, XX/XX/XXXX Customer Service XXXX Credit Karma , Inc . 
XXXX XXXX XXXX XXXX CA XXXX Dear Customer Service Representatives : This message is in regard to a complaint submitted to the XXXX  about your business on XX/XX/XXXX by XXXX. This complaint was assigned ID XXXX. 

Why am I receiving another letter regarding thiscomplaint? 
We recently received additional correspondence from theconsumer in the above-referenced case. The information has been reviewed by your caseworker and we believe thisinformation warrants some additional remarks from your company. 
How do I see the new information? 
If received via email the fastest and easiest way to view and respond to thecomplaint is to use the link on the left. 
What should I include in my response to the consumers rejection? 
Please respond to the additional information that has beenprovided by the consumer. If you havenot already done so, please submit copies of supporting documents to your XXXXusing the contact information at the bottom of this correspondence. Please understand that the complaintcontent and your response will be publicly posted on the XXXX web site ( XXXXreserves the right to not post in accordance with XXXX  policy ). Please do notinclude any information that personally identifies your customer. By submittingyour response, you are representing that it is a truthful account of yourexperience with this consumer. XXXX may edit the complaint or your response toprotect privacy rights and to remove inappropriate language. 
In the interest of time and good customer relations, pleaserespond within XXXX calendar days. 
How many more times will I have to respond to thiscomplaint? 
We appreciate the response you have already provided and ourgoal is to minimize back-and-forth communication. The new information provided by the consumermay have brought up new concerns that your XXXX caseworker felt need someclarification. By providing this information, you are allowing XXXX to develop a more complete picture of the situation andhow to move forward. 
Generally, resolving a complaint requires both parties tomove from their current position to a middle ground. In your response, pleasestate your position and if possible indicate what steps can be taken by bothparties to resolve this matter. If necessary, the XXXX will offer itslegally-binding arbitration services to bring a close to this matter. 

We look forward to your prompt attention to this matter. 
Regards, XXXX XXXX Disputes Resolution XXXX XXXX MESSAGE FROM CONSUMER : Addtionally, I was on hold while a rep was pulling up my account info this morning XX/XX/XXXX and was hung up on.. had to call back and be on hold. Every time calling the hold was XXXX to XXXX mintues .... Was told all of a sudden ( XXXX ) ( the final day of promised credit ) that I was now not getting XXXX of my provisional credits because of a regulation XXXX - says XXXX XXXX who couldn't not explain to me XXXX single word of what that even means to me as a consumer. 

Case number XXXX was provided and he said my other provisional credit was escalated to another dept yesterday for review ... no explanation as to why. I told him I was promised my credit while this was being reviewed at the latest today because it's over 10 days past the date I submitted and also submitted my receipt/proof. 

XXXX march- XXXX told me I would be getting my provisional on the XXXX. 
I keep being lied to. 
They just repeat the same words over and over, explain nothing. 

They changed my dispute amount from XXXX to XXXX and said they can not all of a sudden help me with the other XXXX dispute without any explanation or call back from them. Still no response to any of my emails. 
Was told by XXXX XXXX on XX/XX/XXXX that my bank never even contacted them at all ( this is also listed on another XXXX dispute ) - I called credit karma and they told me they have no dispute people available and kept putting me on hold. Never got an email back either. And he just said he would mark my number as priority and disconnected the call. 

Message to the Consumer on Friday, XX/XX/XXXX Dear XXXX This message is in regard to your complaint submitted on XX/XX/XXXX against Credit Karma , Inc.. Your complaint was assigned ID XXXX. 

The XXXX XXXX XXXX has received a response from thebusiness in the above-referenced complaint case. Please review their responseto your complaint and advise us of your position in the matterwithin XXXX calendar days. If we do not hear back from you, the XXXX will assume you aresatisfied and will close your complaint. 

Please be sure to indicate whetherthe business ' response is satisfactory or not and how you would like to proceedin this matter. 

Please note the text of your response will be publiclyposted on the XXXX web site ( XXXX reserves the right to not post in accordancewith XXXX policy ). Please do not include any personally identifiable informationin your response. By submitting your response, you are representing that it isa truthful account of your experience with the business. XXXX may edit yourcomplaint to protect privacy rights and to remove inappropriate language. 

If you are unable to respond using the internet, then pleaserespond in writing to the address above or Fax to ( XXXX ) XXXX. 

Sincerely, XXXX XXXX Disputes Resolution XXXX XXXX MESSAGE FROM BUSINESS : Thank you for submitting your complaint through the XXXX XXXX XXXX  XXXX and for allowing us to respond. 

On XX/XX/XXXX, dispute ID XXXX was filed for a transaction posted on XX/XX/XXXX to XXXX XXXX XXXX XXXXXXXX in the amount of {$100.00}. 

On XX/XX/XXXX, a transaction to XXXX XXXX XXXX XXXX in the amount of {$360.00} posted as the incorrect amount. On XX/XX/XXXX, dispute ID XXXX was filed for the difference in the amount of {$15.00}. On XX/XX/XXXX, dispute ID XXXX investigation was complete and resolved in your favor. On that same date. Final credit in the amount of {$15.00} was applied to your Spend account. 

On XX/XX/XXXX, dispute ID XXXX dispute amount was updated to {$160.00} and a credit in the amount of {$140.00} will be posted to your Spend account on XX/XX/XXXX. After additional review of dispute ID XXXX, it is currently still under review and the transaction is not eligible for provisional credit. In addition, we are unable to expedite the process as we are currently working with the merchant to recover the funds. Please note that the dispute process can take up to XXXX calendar days. 

Thank you for allowing us to respond to your complaint. Credit Karma strives to provide the best service to all of our members and we are sorry that we did not meet your expectations. We will strive to do better in the future. If you have additional questions, please feel free to submit a support case at https : //support.creditkarma.com/s/newcase or call XXXX and we will be happy to help. 

Message to the Business on Tuesday, XX/XX/XXXX Customer Service XXXX Credit Karma , Inc . 

XXXX XXXX XXXX XXXX CA XXXX Dear Customer Service Representatives : This message is in regard to a complaint submitted to the XXXX  about your business on XX/XX/XXXX by XXXX XXXX. This complaint was assigned ID XXXX. 

Why am I receiving another letter regarding thiscomplaint? 
We recently received additional correspondence from theconsumer in the above-referenced case. The information has been reviewed by your caseworker and we believe thisinformation warrants some additional remarks from your company. 

How do I see the new information? 
If received via email the fastest and easiest way to view and respond to thecomplaint is to use the link on the left. 

What should I include in my response to the consumers rejection? 
Please respond to the additional information that has beenprovided by the consumer. If you havenot already done so, please submit copies of supporting documents to your XXXXusing the contact information at the bottom of this correspondence. Please understand that the complaintcontent and your response will be publicly posted on the XXXX web site ( XXXXeserves the right to not post in accordance with XXXX policy ). Please do notinclude any information that personally identifies your customer. By submittingyour response, you are representing that it is a truthful account of yourexperience with this consumer. XXXX may edit the complaint or your response toprotect privacy rights and to remove inappropriate language. 

In the interest of time and good customer relations, pleaserespond within XXXX calendar days. 

How many more times will I have to respond to thiscomplaint? 
We appreciate the response you have already provided and ourgoal is to minimize back-and-forth communication. The new information provided by the consumermay have brought up new concerns that your XXXX caseworker felt need someclarification. By providing this information, you are allowing XXXX to develop a more complete picture of the situation andhow to move forward. 

Generally, resolving a complaint requires both parties tomove from their current position to a middle ground. In your response, pleasestate your position and if possible indicate what steps can be taken by bothparties to resolve this matter. If necessary, the XXXX will offer itslegally-binding arbitration services to bring a close to this matter. 

We look forward to your prompt attention to this matter. 

Regards, XXXX XXXX Disputes Resolution XXXX XXXX MESSAGE FROM CONSUMER : Complaint : XXXX I am rejecting this response because : I was told previously I was getting funds back on the XXXX of XXXX ( today ) and still have not gotten anything. 

Sincerely, XXXX XXXX CURRENT STATUS : Called and spoke with rep named XXXX : at credit karma on XXXX XXXX he said he needed me to send my ID and photos to prove my identity but many times I've called and they say they have it on file and it's fine. So I told him that's very inconsistent. He refused to speak with me unless I sent it which is fine but I have been told so many times they were fine without it- so that's really terrible practice. XXXX said my money would post before XXXX tonight if I was told the XXXX. 
I told him I wanted to speak with someone in regards to XXXX response because it said to call this number back but no one in his department knows what's going on and said he can't get me a supervisor or maybe within XXXX hours. I told him I would like to request it within XXXX minutes due to the nature and neglect of the issue- I've had a supervisor call me immediately back per request before- so this shouldn't be an issue. XXXX just repeated over and over he would escalate - so once again I found credit karma call unhelpful and unproductive so I told him I would update my notes and tell XXXX the update, thanked him and ended the call I will never send my money to credit karma account ever again because I know if I have a problem they will not be helpful or responsive enough to get me the best result I really need as a consumer. 
I spoke with XXXX on XXXX XXXX she said she has no notes of the XXXX XXXX either and just said XXXX only noted " customer requests for a supervisor call and also customer get a response from XXXX XXXX her claim that a credit will be issued today '' no notes of the actual details or anything and I also still never got any call back and it's the XXXX of XXXX. 
XXXX said she emailed her supervisor about giving me a call back- XXXX to XXXX hours once again. 
Which will be unproductive because no one in this place has any idea what's going on or the XXXX response THEY sent me about my credit for dispute XXXX. 
I just want my {$140.00} as promised by Credit Karma, for dispute XXXX since the beginning of XXXX and now through XXXX as a resolution of XX/XX/XXXX.