Consumer complaint received 2023-10-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: Credit Karma, LLC
State: GA

Complaint narrative:
In XXXX I placed an order online with XXXX. I received my package in two packages. I got the first one, no problem. I get a notification I received the second, but the box was no where to be found. I submitted a dispute because I was under the impression something was wrong. Later I find out that the package was stolen by my neighbor, I got the package back, then I cancelled the dispute. This was the first dispute, and I admitted to the bank it was a mistake. No big deal. 

I returned half the products I ordered. I hear nothing about receiving a refund. There's no way to speak to a human that works at XXXX for me too, so I did not and could not contact the company about this. I contacted the bank and I was told I should try filing a dispute. The claim was denied. 

Eventually, I get an alert that my refund was sent on XX/XX/XXXX. Odd or maybe I was confused, but at least I've now been alert the refund was coming. I wait the 5-15 days they said it would take to get a refund. All that time goes by and I still don't get a refund. 

At this point, I do even more research to understand what's happening. This is when I go back to XXXX 's website to reread their refund policy. ( https : XXXX ). 

This policy states : For security reasons, the refund will only be processed to the original card from which the payment has been deducted. 
If your original card has expired or is no longer valid, you may contact the card issuer ( your bank or card company ) for assistance ; they will still be able to receive the money on your behalf. 

This is when I remember between making the purchase and when my refund was supposed to be sent I received a new debit card. I reach out to the bank and tell them that the reason I have no received my refund is because I got a new card, which they should have proof of. XXXX 's company policy says if I got a new card before my refund was processed, then I need to go directly to my bank to receive the funds. I tell them I have proof of everything and I was told I would be able to submit said proof with my new claim. 

Instead, my dispute was denied once again and I was never allowed to send in the proof. In this denial it's said that my claim was rightfully denied, and they will not be assisting me further. I have since contacted a supervisor at the bank, but I was told his department has literally no say in what happens in refunds. He said he can make a note that I have proof, but he can not promise I'll actually be able to submit said proof. I'm not waiting to hear back from the bank regarding this fourth claim. The reason being the last person I spoke to also said they would make a note that I had proof and I was never allowed to submit it before being denied. I'm under the impression that the bank is just going to deny me again. 

I'd like to note despite repeatedly despite only the requesting partial refund that I'm owed, the bank repeatedly filed a claim for the full amount I initially paid. They are denying the claim, because I received what I paid for therefore I'm not entitled to a refund of the full amount. However, the claim is regarding the amount I've been refunded... not the full amount I paid. Despite repeatedly saying I'm requesting a specific partial amount, each claim was regarding the entire amount. 

They are completely ignoring the fact I am not asking for a refund of the full amount. They have repeatedly submitted claims stating that I'm requesting the full amount. I am asking to receive the refund XXXX sent out to me and I'm rightfully owed. I do not want the full amount, nor have I ever asked for it. I literally just want the money that was sent back to my account. 

Also, I've repeatedly was told the bank had no proof I was given a refund... I explained many times that the reason there isn't any proof being processed by the bank is because XXXX 's company policy says I can't get a refund when the card I used to pay is no longer active. 

They are refusing to give me my money.

Company response to consumer: Closed with monetary relief