Consumer complaint received 2024-04-18 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Credit Karma, LLC
State: MO

Complaint narrative:
Sat XXXX XXXX I received a phone call from the fraud department from Credit Karma who is backed by XXXX Bank. They asked me if I had authorized a purchase for {$300.00} at a XXXX store. I informed them that I had not stated that they would put a hold on the transaction and not allow it to go through and put a block on the card, a virtual card that I did not even know that I had a few hours later. I returned home from being out in the afternoon. I checked my account before we left for dinner and noticed that savings account with had been withdrawn {$6000.00} while I was out for the day, they then made XXXX fraudulent purchases in the amount of {$1000.00} and XXXX purchases for {$2000.00} each respectively at a XXXX XXXX store in New Jersey, when I noticed that this money was missing immediately called them and to customer service would not allow me to speak with anyone in the fraud department. When I was initially on the phone with customer service, they were asking me to verify my email address my phone number so when I was in my app and got onto that part that they were asking me about that is when I noticed that the hacker that got into my account had changed my password my email address my phone number so theyre therefore I couldnt access anything if I tried to call Credit Karma or or anything like that. I also received emails XXXX minutes after the initial phone call that they were shutting my account down because of the fraudulent transaction for XXXX for {$300.00} that my password email and phone number has been changed on my account. The email asked if that was me well not seeing the email until hours later when I noticed the money was missing was kind of a pointless thing to send. I had to start a case after the transactions had posted to my account which was the next day on the XXXX, they would not do anything until then they put a complete freeze and suspended my account that day. I was in contact with them every day this week. Which would be XX/XX/XXXX, XXXX, XXXX XXXX and today on the XXXX I finally got an email from them after I had uploaded documents that they requested proving who I was with my identity after that I did not hear from them until today. They told me that they would unfreeze my account so I could access what funds were left in my account, and they were still escalating my case to a higher department, which I am not allowed to talk to. You can only get through to customer service. They will not allow you to speak with anyone about your case thats handling it in the fraud department if they even have XXXX they tell me that I have the only contact that I have with them is via email when I receive those emails its all through creditkarma.com. It doesnt say anything about fraud department anything like that? They say just watch for future email and regards to the status of me getting any funds returned to me that were stolen from my account. I have contacted my local police department and filed a report that is not yet finished. I have contacted the attorney Missouri generals office. I have contacted the federal trade commission. XXXX filing complaints I have contacted my local police department and filed a report that is not yet finished. I have contacted the attorney Missouri generals office. I have contacted the federal trade commission. XXXX filing complaints against all of her with all of them with all of them in regards to this issue. I have also contacted the XXXX XXXX outlet where the purchases were made, and I was told via chat with them after the XXXX at the outlet store that the purchases were done at or online with that store that she would contact loss prevention that never happened and when I spoke with customer service, I was told that XXXX XXXX is not liable for any purchases with a fraudulent card, and I needed to contact my local local bank which I had already done

Company response to consumer: Closed with explanation