Consumer complaint received 2024-03-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Credit Karma, LLC
State: GA

Complaint narrative:
I had my taxes deposited into my credit karma spend account. The day before the deposit my phone was shattered. So I had to get another device. 
I downloaded Credit Karma, and verified who I was, and for the most part, Im able to access Credit Karmas features I can change my number, and view all my credit information, but I am not able to access my spend account information. I should have money in my account, and I dont, and I need to check my transactions. 

So I have spent every day for the past few weeks on the phone with Credit Karma. They have made me upload documents to verify my identity over 10 times. Every response I get via email is from a different person with the same generic greeting.

I finally reached a representative the other day, who told me that there was nothing that they could do. They were not going to give me access to my account for security purposes, because I dont have a phone number with a major carrier. I have a XXXX  number, which is assigned to me I bought it But Despite all my verification, or the reason why I need to get into my account, which is honestly irrelevant because its my account and my money they dont accept VOIP numbers/prepaid numbers etc. 

I am very low income and I dont have {$160.00} a month to pay for a major carrier. But I still tried to humor credit karma, and I tried to get phone service through XXXX XXXX XXXX. 
( this is part of the reason why I need to check my transactions- Im now out of {$400.00} & after XXXX canceled orders from XXXX XXXX XXXX I still dont have a phone or the refunds. And XXXX XXXX XXXX is requiring that I send them proof that the refunds have not come in, but I cant do that because I cant access my transactions ) So I asked credit karma to let me speak with a supervisor, it was the same representative that I have been speaking with who got on the phone, and presented himself as a supervisor, and again told me that, until I have a landline or cellular service through a major carrier I was out of luck And could not access my transactions, then proceeded to tell me if I had a physical card that I can access the funds But I dont have a physical card and I can not re-order one until I get an expensive phone to receive their verification code. I asked if they could just send the code to my email they refused. 
XXXX has allowed me to update my number to the number I have now. I dont understand why credit karma wont allow me to use my number. The number they have listed I have not had access to since XX/XX/2023. 

Definitely not a good business move. Theyre trying to protect my identity for security purposes, but whenever Im telling them that the money should be in there, and its not, plus verify my identity, 1000 times, and spending more time that I care to met on the phone with them trying to get this resolved With absolutely no luck is not making me want to do business with them ever again. Demanding I use a major carrier, as a requirement to access my own money is outlandish and wrong.

Company response to consumer: Closed with explanation