Consumer complaint received 2022-06-06 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: Credit Karma, LLC
State: AZ

Complaint narrative:
When I filed my return & I was thrilled because I was getting back over XXXX. I had applied for the refund advance, and was approved for a XXXX $ advance against my return. Unfortunately, because I did not have a bank account at the time, I was basically forced to create an account with Credit karma money spend account. Due to my financial situation at the time, I had no choice, otherwise I'd loose out on that advance. Little did I realize that could be and would be the worst mistake I could make! I have had nothing but problems with this account. I'm not going to tell you all of the issues I've had with them just the most recent and most frustrating. My credit karma money spend account was meant to be my savings. The funding I could fall back on. I did purchase a car after 3 years without thank goodness however, it was impossible to get my money from the account. I ended up spending over XXXX $ in fees alone just to XXXX XXXX myself the money to buy my car. Anyways back on topic. I realized that money was missing from my account. Not just a little alot. {$5900.00} to be exact. Someone had gotten either my card or my numbers or something and cleaned my account out. I of course filed my dispute. I thought everything was going to get figured out. I made a police report, gave the proper information I had along with any paperwork they requested. I have been fully cooperative. It wasn't til a few days later I checked my credit report just to discover someone stole my identity. I then again filed another police report and filed a identity theft afadavit with the FTC. I submitted everything to credit karma to assist with my dispute to get my money back. 9 days after filing my dispute, all of a sudden now there's a problem, and I received an email stating my account was closed. I immediately reached out trying to figure out what was going on and why it was happening. My account at the time had a positive balance even though funds were already taken an yet they still shut my account down and has been holding my money hostage basically. The only thing that they have told me, is I have to wait 10 business days to receive a final resolution letter. That they can not tell me anything about the situation I have to wait. The XXXX business day has come And gone and I still haven't gotten any cooperation yet. Finally after a month and I half I finally got an answer as to the problem and I'm told it's because of a return made. I have filed a complaint with the XXXX and upon doing so I've discovered that I'm not the only one they've done this to this year so far. There's at least a few XXXX people that have the same complaint. I have already contacted an attorney. I also in the process of filing for a class action lawsuit against them. I have already contacted them and told them what I'm doing because they clearly don't have their consumers best interest at XXXX. All contact has been done through email because you can't ever actually reach anyone on the phone. I have been drug through the ringer given every excuse possible. I was a victim. And instead of trying to help me, they closed my account without any notification nor legit reason all they keep saying is upon agreement they have a right to shut down my account at any time for any reason. This is not right. They are stealing my money. Someone else stole And used my account. When I notified them they pretended everything was ok that they were going to help me handle the situation. I was also notified that after XXXX business days that I wouldn't be given a provisional credit for the amount that was missing from my account. They kept bringing me through the ringer kept giving me excuse after excuse after excuse. On the XXXX day the day before I was supposed to get this provisional credit they close my account without telling me without getting me a reason and they've been holding my money XXXX ever since. I had a positive balance in my account at the time that I got closed. However they have not returned those funds nor have they returned that almost {$6000.00} that was taken from my account. I properly notified them. I submitted all paperwork police reports everything that was requested of me and then some. And then they still go behind my back close my account and now they're trying to steal my money. I worked my XXXX off for that money that was my tax return for this year. They should not have the legal right to be able to steal it from me. I'm not the only person that they have been doing this to there's so many others. If you were to go on the website better business bureau website there are hundreds of complaints for this year all with the same issue. They are intentionally doing this to people and they need to be stopped. I want my money back. I have been a victim of identity theft and someone got a hold of my account and took almost {$6000.00} from me. And this is how they have responded and treated me in this situation. Finally after a month and a half of dealing with this I finally get a response and they finally tell me that it's because of a return. I don't even understand what the heck that's supposed to mean. Either which way my account had a positive balance at the timing of my account getting closed. Where is my money why have I not gotten it back yet. And where is the {$6000.00} almost that disappeared from my account what am I supposed to do about that now? I would never have had used that account to begin with if it wasn't for that being the only option I had to get my advance. So I don't know what else to do at this moment, but I would appreciate someone reaching out to me, to let me know what can or will be done if anything can.

Company response to consumer: Closed with explanation