Consumer complaint received 2026-02-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Credit Karma, LLC
State: TX

Complaint narrative:
I am submitting this complaint because I am being prevented from accessing my Credit Karma account and my Credit Karma Money/XXXX funds due to a broken authentication and identity verification process and inconsistent handling by Credit Karma support . 

I have the correct email and password for my account. Credit Karmas system allows me to reset my password successfully by sending a verification cXXXXe to my email. During the recovery flow, I also verify my date of birth and the last XXXX digits of my Social Security number. Despite passing these steps, I remain blocked from logging in because the system forces a verification cXXXXe to be sent to an old phone number that I no longer have access to. I do not have XXXX-factor authentication enabled, yet the login flow still requires phone verification and does not provide a functional alternative. 

Credit Karma support directed me to verify my identity via their document verification flow. I have completed identity verification successfully XXXX separate times, and each time the verification process on my end shows completion ( including successful liveness check and photo ID accepted/verification completed ). Despite these successful results, Credit Karma support continues to state there is an issue with your uploads, claims the verification failed, and refuses to proceed. Support has repeatedly suggested re-inviting me to verify again, without providing a specific deficiency or reason cXXXXe ( e.g., mismatch, system error, image quality, etc. ) and without offering an effective manual review process that resolves access.

Credit Karmas own published identity verification documentation states that acceptable primary documents include a Drivers License or State ID, and that for issues related to a Credit Karma Money account or fraud, the team may request additional verification via secondary documents ( e.g., Social Security card, birth certificate, marriage certificate, or a full utility bill ). Even though this situation directly involves my Credit Karma Money/XXXX account and access to funds, I have not been provided a workable secondary verification or manual review path that actually restores access. 

As a result, I can not access my account or my funds. 

Existing Credit Karma case numbers : Case XXXX XXXXXXXX Case XXXX XXXXXXXX Resolution requested Restore my access to my Credit Karma account and Credit Karma MoneyXXXX funds immediately, or provide a functional account recovery method that does not require access to my old phone number. 

Escalate to Account Access/Identity Verification for manual review and override of the failed internal handoff ( since verification shows successful on my end ). 

Provide the exact rejection reason category/reason code explaining why support claims my verification failed despite the verification system showing completion. 

Provide a single case owner/escalation path and written confirmation of the steps needed to resolve this within a defined timeline. 

Supporting documents available Screenshot ( XXXX ) showing verification completed successfully ( liveness successful ; photo ID accepted ) for XXXX attempts XXXX XXXX emails/chat transcripts stating they can not proceed due to issues with uploads/ asking me to re-verify again Evidence of password reset via email verification code and successful completion of DOB + last XXXX SSN prompts Copy/paste of Credit Karmas published identity verification requirements ( primary and secondary documents )

Company response to consumer: Closed with non-monetary relief