Consumer complaint received 2025-02-17 00:00:00
Product: Debt or credit management — Credit repair services
Issue: Charged upfront or unexpected fees — 
Company: Credit Karma, LLC
State: WA

Complaint narrative:
I first signed up for Credit Karma 's " XXXX XXXX '' account in XXXX of XXXX. I set it up so that {$10.00} was taken out every 2 weeks. The first amount taken was {$10.00} on XX/XX/XXXX. I was happy to have the account set up, and paid no mind to the automatic payments coming out, though I'd check the app regularly to see how much had been saved up so far. About a month ago ( XXXX of XXXX ), I checked the account, and there wasn't nearly as much as I thought there'd be ( considering how many payments had gone towards the XXXX XXXX ). I thought it was odd, and kept a closer eye on the payments coming out. After a couple more weeks, I decided to check my bank account and do the math myself. After adding all the charges up from Credit Karma, and comparing it to the amount of money I had in the Credit Karma app, I realized that there was an extra {$100.00} unaccounted for from my bank account. I don't make a lot of money, and struggle from paycheck to paycheck, so this was a big deal to me. I check the Q & A on their website, tried using the XXXX XXXX that they have in-app, and even tried calling but the call wouldn't go through. Life got busy, and I wasn't able to address the issue again until about a week later ( XX/XX/XXXX ). A couple of coworkers and I were all three reaching out to close our accounts. The XXXX of them didn't have money missing, but they didn't want to wait until they did to try closing the account. On XX/XX/XXXX at XXXXXXXX XXXX, I sent an email stating : " I'd like to close my credit builder account and have my money refunded please. I understand that it may negatively impact my credit score. There is {$100.00} unaccounted for since XX/XX/XXXX of XXXX, and I don't want to make this into a big deal, but I no longer feel comfortable using your services when there are funds being taken out of my account that I was not aware of. '' Just a minute or two later, my coworker sent an email requesting to close her account as well. They were quick to help her, and as of today ( XX/XX/XXXX ) she has her money back and her account has been closed. I, on the other hand, have not gotten my money back and still don't know where the missing {$100.00} went from my personal bank account. I even tried calling and talking to a human on XX/XX/XXXX at XXXXXXXX XXXX  To no avail though... The man I spoke to said he'd prioritize my case, and that he'd send an email out right away to get things moving. I received an email that same morning at XXXXXXXX XXXX asking for the last 4 of my social. I replied with the requested information and thanked them for their help. It has been 4 days since that email, and I still haven't heard back from them about my case, yet my coworkers have both received help, gotten their money back, and even closed their accounts already. I don't understand why Credit Karma is being so dodgey, and I don't understand why they won't just refund me my money when I wasn't going to make a big stink of the missing funds in the first place... Although, through all of the emailing, chatting, and calling I've had to do over the past couple of weeks ( with no help from Credit Karma at all ) I would now like the missing funds back as well. I don't have the extra money to spare ( especially right now ), and it's not fair of them to withhold my funds from me and even steal a good chunk of it as well. I am a XXXX and I don't have the luxury of eating a cost like that. 

Side note : I received verification texts from Credit Karma any time they would pull money from my personal bank account to put towards the XXXX XXXX account, and the missing {$100.00} isn't in those verification texts either. Only the {$220.00} that is shown in my XXXX XXXX account. I'm thankful for the online banking app that allowed me to review the additional charges being taken out of my personal account unbeknownst to me.

Company response to consumer: Closed with explanation