Consumer complaint received 2025-12-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Credit Karma, LLC
State: FL

Complaint narrative:
My Credit Karma Money account ( issued by XXXXXXXX XXXX  XXXX XXXX ) has been frozen since I received a FEMA disaster assistance deposit, since XX/XX/year> its been frozen.These funds are XXXX rental assistance intended to prevent homelessness, and are federally protected under 42 U.S.C. 5155. 
I received a case number from XXXXXXXX XXXX XXXX Credit Karma and was told to submit verification documents through a secure link. However, the upload link they sent was expired and did not allow me to provide the required documents. I informed them that the link was not working, but they did not provided a new active link or any alternative method to submit my FEMA documents.so i found an email direc t to support and sent the email showing proof of my bank account for XXXX XXXXXXXX upon their request after days and weeks of never getting an email they stated would come. 
The FEMA award letter clearly shows both my name and my husbands name as applicants, and I am prepared to upload all required documents immediately. The bank acknowledges the case, but they keep saying they emailed me links that I never received. I only received one message with an expired link, and I have not been given any working method to complete verification so I emailed support they finally responded saying they got everything they needed and would unlock my account in 24hrs. However this was 2 weeks ago and I've called and called they say the button to unlock the account is not there and some error on their part software wise. They say they have everything and no reason for the resolution team not to be able to unlock it yet they cant but kept saying it would be unlocked the next day when I talked to them after 2 weeks going back and forth.ive spent hours on phone calling and emailed many times and they never email me anything or unlock my frozen account.i even called MVB bank and they said call credit karma. I had this account many years and used it they did not even freeze the funds except when large amount was added and more was coming in so they said it wasnt even really about the fema funds. They are back n forth on why and giving nothing clear but that they don't even want information regarding fema funds approved and vetted already by governament. They said only proof of my savings I set up to add money to my credit karma account. 
As a result, XXXXXXXX XXXX  is holding my FEMA disaster relief funds and preventing me from accessing money intended to keep me housed. I am currently at risk of losing my housing because I can not access these protected funds. 
I am requesting that the CFPB require XXXXXXXX XXXX XXXX Credit Karma to : Provide a functioning document-upload method immediately, and Release my federally protected FEMA rental assistance funds without further delay. 
Lift the freeze on my account Ensure that disaster relief funds are not improperly held in the future This situation is causing critical hardship, and I can not pay for housing due to the improper freeze of disaster assistance funds.This is gotten beyond protection of my family funds to holding extremely long that is causing more undo hardship and stress, when we're are already displaced and going through very very extreme hardships.

Company response to consumer: Closed with monetary relief