Consumer complaint received 2024-06-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Credit Karma, LLC
State: FL

Complaint narrative:
I had a Credit Karma saves account in which I was issued a debit card. I used my card a few times then stopped using it just for emergency purposes only. Well, one day I go to check my account and its in the negative in which {$2400.00} was stolen. I have my physical card on me and my pin or info was not given out so I know its fraud. I call Credit Karma immediately to file a dispute in which they give me 3 claim numbers. It takes them ONE day to deny majority of my claim I recieved {$530.00} dollars. They sent me a document with the determination stating basically saying since I used my card one time ( by chip ) all the other transactions were authorized. They did not take into consideration all other transactions were ONLINE because the perpetrator didnt have my physical card. Once I reported they immediately closed my account down to where I couldnt get any of my info. There were online transactions that occurred to companies that I had no account with ( XXXX ) and multiple online transactions from XXXX ( reoccurring transactions in XXXX day ) which I provided them proof that I had no current online purchases with these stores. I contacted these stores and was told Credit Karma should have the invoice/transaction numbers to look into it. My problem is Credit Karma didnt conduct a thorough investigation within XXXX day and that was my right violated as a consumer. None of the merchants were contacted to check if an invoice was sent to me for those orders. They didnt confirm with the merchant if the items were shipped to the billing address of my card, they didnt look into IP address, email to confirm. There were multiple attempts to use my account after it had insufficient funds. They didnt consider that a red flag that maybe someone didnt have access to check the account and was still trying to steal money from me.They provided me with no proof that I made these transactions other than ONE transaction that I actually made using my physical card to go into a store. Again, I have no invoice number for any of these purchases and that should have been confirmed with the merchant in the investigation. I filed a police report for a few of transactions in which my account was used at a XXXX XXXX XXXX in my area but as online orders at a time when both of the restaurants were CLOSED. I provided them with that info as well to show that was a red flag and it wasnt considered that maybe someone has my info. I have been trying to cure this issue with Credit Karma for almost two months now. Upon request the team member refused to issue me my bank statement and last call I made to them the person I was talking to refused to give me his call id number so I would know who I was talking to. He then proceeds to give me a first name and tells me he cant provide me with a last. I can tell that it wasnt his true name and that he was lying to me. I just want answers and my hard earned money that I worked for.

Company response to consumer: Closed with monetary relief