Consumer complaint received 2025-03-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Credit Karma, LLC
State: TN

Complaint narrative:
XX/XX/year> i had fraud charges disputed. International charges.Credit Karma Disputed the charges they told me within 10 days if they have not completed the investigation I would receive provisional credits to my account for amount disputed. They issue me a new debit card to be mailed out to me and deactivated my other one due to the disputed charges. I give Credit Karma a call a couple of days later asking for an update as I had literally everything took from me and struggling. They told me they understand they are working hard on it and by XX/XX/XXXX I would receive provisional credits. So I decided to just wait it out. XX/XX/year> I receive a email about my Credit Karma account being frozen. Before I could act on it credit karma calls me and lets me know my account was frozen. The gentleman I spoke with assured me no worries he can resolve it. And within 5 minutes my account was frozen. ( Mind you this is the same week literally 2 days before my provisional credits are due ) fast forward to Thursday XX/XX/XXXX a day later. My account is frozen again. I call credit karma back and tell them my account is frozen. Im expecting credits and this is the second time my account has been frozen in 24 hours. He has me verify my identity same as the guy I spoke with the day before ( XX/XX/XXXX ) I completed the verification process and as Im on the phone I start seeing notification on my phone my credits are being applied back to my account. As that is happening the gentleman I was speaking with says thank you for verifying your identity but unfortunately I can not unfreeze your account this has to go to a higher department. But no worries in 24 hours youll receive an email. I then told him that seemed fishy considering when I had no money in my account it wasnt a problem to unfreeze it. Now that I have credits coming back into my account it all of a sudden cant be unfrozen by the same team that un froze it the day before. An he apologized and said he escalated the situation and XXXX receive an email in 24 hours. The next day XX/XX/year> my account is still frozen. No email no update. I call credit karma back and they give me the same speech but this time says allow 24-72 hours they will escalate the situation. Later on that day I received all my provisional credits. But again I can not access my account due to it being miraculously frozen on the same days I would be receiving credits. I call credit karma back and again tell them look Im struggling why is my account froze? I have credits in my account and I could really use the money to pay my bills Im behind on. And they again tell me it has to go through a different department even though they couldnt tell me or name the department it had to go to or even give me a number or email to that department. But no worries I would receive a email in a couple hours. So Ive been told 24 hours. 72 hours. And a couple of hours ) just beat around the bush about my money and the reason behind my account being froze and Ive had enough. By the way the department I spoke with everyone was the Resolution Team and they couldnt help me at all or even give me a reason to why my account was even frozen. Just gave me the run around. So I started looking into this on other forums and groups and this is obviously a normal thing Credit Karma does to people. And have had several complaints. Which is what lead me to contact CFPB and FTC Ive learned people only got their accounts un frozen by doing so. But also again today XX/XX/XXXX I thought I would give it another try and contact Credit Karma once again an spoke with the Resolution Team Hoping I would possibly get answers before I wrote a report on them. And once again no luck. No explanation on why my account is frozen and told once again I would have a email in a couple of hours. And as the time of writing this still no email. Ive been waiting days for a email. Nothing. What good is my provisional credits if youre just going to lock my account is something I said. And all I got was we understand your frustration but from the research Ive done this seems to be a common practice by Credit karma and it should be illegal. So once again Im struggling no access to funds nothing and I need help getting answers.

Company response to consumer: Closed with explanation