Consumer complaint received 2024-04-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Credit Karma, LLC
State: CA

Complaint narrative:
On XX/XX/XXXX, I noticed unauthorized charges on my Credit Karma XXXX Account. I called them immediately and filed a dispute. While speaking with a representative, I quickly noticed that these charges were from one company, the charges started in XX/XX/XXXX with the last two charges still pending. I also noticed that the charges were in random amounts, daily multiple charges, and a lot of charges were done back to back on the same day in random amounts. amounts from as little as {$20.00} up to {$100.00}. All done from XXXX XXXX XX/XX/XXXX. I was confused as to why Credit Karma never called me and let me know that these charges were being made on my account, or temp. freeze my card so I could call in and verify the charges on my account, some sort of security measure that would alert the consumer when suspicious activity was taking place on the account. I asked the representative about the preventive security measures they have in place to help prevent fraudulent transactions on customers ' accounts, but I was never answered. After totaling up all the charges made on the account it came out to be a total of {$2600.00} worth of unauthorized charges. I let the rep know that I was at the police department making a report and would email them the police report as soon as I got it. She said great and agreed the charges were very alarming and that I should have been notified before now about the changes taking place on my account, but not to worry because they were going to get my money back but in the meantime, a provisional credit will be credited to my account on XX/XX/XXXX, and if the credit is not there by the XXXX to call back and let them know. She asked me for my information on file to check if it was correct and it was determined that my phone number and email address were changed on my account. She said since my information was changed on my account she could not be the one to change it back but someone from member service would reach out to me to change the information back. In the meantime, my debit card and virtual debit card were canceled and new ones were ordered. I asked to change my account number and was told not to worry my account number was never used only my debit card so it made no sense to change my account number. I thought that was strange even though I requested to have a new account number issued out of fear they might have this information and this happened again I was denied that option. The rep told me that she was only able to file the disputes in increments because of the number of transactions there were it was split into four different claims. Dispute ID- XXXX totaling {$1200.00} Date XX/XX/XXXX. Dispute XXXX totaling {$910.00} Date XX/XX/XXXX. Dispute XXXX totaling XXXX Date XX/XX/XXXX. Dispute ID- XXXX totaling {$150.00} Date XX/XX/XXXX. I was told by the representative that she could not include two of the charges into the claim because the charges were still pending and I would need to call back to file a new claim on those two transactions once they cleared in a few days or so. On XX/XX/XXXX, I got an alert from the credit karma app stating that all my claims were denied. I reached out to Credit Karma to get more information. they responded with an email saying no error was found and no fraud detected. I emailed them back asking them to send me all information and documents used to determine whether I authorized any of those charges. on XX/XX/XXXX, I received another email stating they came to their conclusion based on the IP address matches charges that were not included in the dispute. I emailed them back on XX/XX/XXXX, letting them know that their rep told me that she could not include two of the unauthorized charges in the claim because they were still pending and once they posted I would need to call back and file a new claim for the transactions. which is why the last claim was made on XX/XX/XXXX. I also let them know that I was a victim of identity theft recently my home internet network and router were compromised and my home computer, laptop, smart TVs, my cell phone, and some of our security cameras were compromised as well. I was not the only person in my household who suffered a loss due to our network being compromised. I emailed them asking them to reevaluate my claims and do a thorough unbiased investigation into this matter. They never responded. On XX/XX/XXXX, I checked the status of the claim that was made on XX/XX/XXXX, with the last two pending charges that had cleared, hoping that they would now approve my previous claims as well as this one since they now know why the other transactions were not included in the previous claims, and with my police report, and the information given to them about my information being compromised. To my surprise, they denied that claim as well stating the same reasons from the previous claims as to why this claim was denied as well. I contacted them letting them know again that these charges were not authorized by me and how I was a victim of cyber theft and my device was compromised by hackers that got into my network and devices including my cell phone, and if they continued to do nothing and not properly investigate my claims I would file a complaint with the FTC, CFPBXXXX XXXX OCC, and my attorney general 's office. On XX/XX/XXXX, I received an email stating that my account was locked and it could be because of a safety measure to protect my account. I thought wow really now they lock my account for a safety measure, they should have done this months ago when my account was compromised. The email said if I needed more information as to why this happened to call the number provided. Upon calling the number I was told that my account was frozen not locked and being investigated by an unnamed higher department that I can't speak with or even request them to contact me to discuss any issues or answer any questions that might clear up any concerns, or questions they had regarding my account. I also let them know that I have a deposit that should have been deposited into my account already and it was odd that it was not showing in my account, and that I knew they had received it already and they need to release it now. I also told them that I had filed a complaint with the FTC against them and emailed them the complaint with the letters from the FTC on my behalf to them and had not heard back from them but now my account is mysteriously frozen the day my deposit comes in. I told them I needed more information, why was my account being all of a sudden investigated? who was investigating my account? name of the department handling this investigation and that department 's contact information? and most importantly how long will this investigation take? because I needed my money to pay my rent. I was told a time frame was not available and I needed to just continue to check my emails and wait for more information to come when they email me, and if I didn't have any other questions or concerns regarding anything else other than this topic they were disconnecting the phone call because its nothing more to be done. I let them know that I was contacting CFPB next and filing a complaint because this was some sort of retaliation for my filing a complaint with the FTC against them. The guy was very rude and said go ahead. I asked for his name which was XXXX and he was a customer service supervisor and said this call was being recorded, I told him I also recorded the call, thanked him for all his help, and disconnected the call. That was around XXXX XXXX that morning. At around XXXX XXXX I received yet another email this time stating that they regretted to inform me but they were unable to serve my financial needs at this time and my accounts were being closed and any balance on my account would be sent to me in the form of a check within five business days of my account being closed. This is complete retaliation because they knew they made an error by denying my claims and instead of making right by actually giving me my money they froze my account once I contacted the FTC and closed my account the same day I told them that I would be filing a complaint against with the CFPB. This is unfair and unethical, and I am not the only consumer this is happening to. I only opened up this account and had my refund deposited into it so I could receive a {$2000.00} advance on my tax return. another thing I noticed is when my return was deposited into my account when the unauthorized charges started. Looking into this I found that hundreds and thousands of consumers like myself have this same problem, or similar. This is bad practice, the bank, the negligence when it comes to protecting consumers ' money, and unprofessional and unhelpful customer service, from this company. They treat people like they are criminals to justify their poor or non-actions. I want them investigated thoroughly. I and many others believe wholeheartedly that credit karma employees or affiliates have a lot to do with if not all then most of these problems as to money being missing and consumers ' accounts being compromised, and then frozen and closed when you inquire about what's going on and file a claim. This is not right and they need to pay consumers their money back they should not be allowed to open accounts for consumers and handle their money they have over XXXX XXXX complaints just on this subject alone. credit karma money needs to be shut down from doing any business with consumers. Furthermore, to add insult to injury Credit Karma sent me an email stating that I have been a victim of a security breach recently, and in total, I have been a victim of a security breach 11 times in total dating back to XXXX. Yet they found no error occurred with my account. My balance on the account reflects {$150.00} which I am now waiting for to arrive in a check whenever they decide to close the account and mail it. At the time of this complaint, my account is still open but frozen.

Company response to consumer: Closed with explanation