Consumer complaint received 2026-01-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Credit Karma, LLC
State: NY

Complaint narrative:
So it all started as I was asleep. Around XXXX or XXXX XXXX  XX/XX/XXXX a little time goes by and I receive a randon phone call from a guy claiming to be from credit karma support. He basically ends up demanding that I send him a front and back photo of my state i.d . I asked him why? He then tells me " I can not tell u anything until u send me a photo of your i.d " I then begin to tell him no!. Why would I ever just send photos of my i.d and u cant even tell me why im sending them. So at this point I start to think the guy is a scam. I research on XXXX what just happened and XXXX tells me credit karma should just never call you out of the blue and demand pictures of your i.d . So unaware that the guy froze my account after we hung up I went back asleep. My son got hungry and started asking for food so I get on XXXX  and order food but my cards are declined. I go to the app and check my balance and right above my balance it says your account is frozen. I call credit karma support and I get on the phone with a representative who eventually tells me they seen " suspicious activity " on my account and that I needed to selfie and i.d verify myself and awnser questions. I began to awnser all questions and do the selfie and i.d verification, it all goes through but he asks me about the recent transactions on my account i tell him its all me and all transactions iam aware of. He still proceeds to ask me am I sure there is no suspicious activity i say yes. I then get put on hold and he comes back on the phone anyways to tell me that there is actually still a suspicious login on my account via XXXX. I cut him off and tell him that its not a suspicious log in and that iam aware of the login. So now he goes " ok XXXX so since u tell me its not suspicious we can just move on " he tells me that my account is unlocked and ready to use. I hang up with him and as soon as I try and order XXXX again he IMMEDIATELY locks my account again! so I call back and get on the phone with another representative. He awnsers I tell him very angrily that my account is still locked even though the previous representative just told me he unlocked my account. The guys put me on hold to then tell me that I will need to do the selfie i.d verification again. I get upset and tell him No I said " why would I need to do that again when I just did it you should be able to see in your system that I just did that please unlock my account " he puts me on hold and then comes back on the phone and tells me " actually XXXX i see here you did do the verification but now your account is under investigation and it takes seven to 10 business days to resolve " i then get mad and start lashing out because why would the previous guy lie to me and tell me that my account was open and then close it again. I start calling the representative a XXXX XXXX XXXX XXXX XXXX yes I did iam still very angry. It's a snow storm set to hit newyork state and my kids will now be hungry and cold because of all of this. The XXXX log in was my tax preparer showing me how to transfer my funds to XXXX XXXX so that I can also rightfully pay her for her services. I just feel like why did I need to tell them this or go into explanations about it. Once I tell you iam aware of the login that should be it. Open my account back up and leave me alone. This is very ridiculous and I know for a fact I dont have to go into explanation to anybody about the login. Please if you guys can help me get my account unfroze so that way I can transfer my money and never use credit karma again I would appreciate it. I hear they are doing this to anyone who has got they're refund advance sent to them. This is unfair and I dont know how iam going to make it through this red alert storm. Thank you

Company response to consumer: Closed with non-monetary relief