Consumer complaint received 2024-04-09 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Credit Karma, LLC
State: AL

Complaint narrative:
XX/XX/2024 at approx. XXXX XXXX  ( CST ) {$11000.00} was deposited into my Credit Karma Account. This deposit was my Federal tax refund. I was notified at that time by message from Credit Karma of my Tax refund being deposited and available. I then made an online payment of {$220.00} with an online fee amount of {$7.00} ( total of {$230.00} ) at XXXX XXXX XXXX XXXX. A personal payment of {$40.00}. Bringing my remaining balance to {$10000.00}. 
The following morning, XX/XX/XXXX, XXXX At approx XXXX XXXX, I attempted to use my Credit Karma to make a purchase, I was told my card was declined. Immediately logging into my Credit Karma Account to fine my account balance was frozen, There was also a message in my account notifications saying ID monitoring found your data in an internet breach. There was also XXXX messages that had came through prior to the data breach alert email message, With withdrawal receipts of money being transferred from my account to XXXX different named XXXX XXXX accounts. As well as a message of a purchase from XXXX of $ XXXX Bringing my balance to {$8500.00}. These XXXX withdrawal 's and purchase was NOT made by me, nor do I know either of these XXXX people named on these XXXX separate XXXX XXXX accounts that my money was sent to. I also do not own XXXX Products nor did I make any purchase from them. There was also XXXX different deposits into my account, these being {$1.00} and XXXX each ; these deposits were also from the XXXX XXXX  accounts that in turn were used to send the fraud withdrawals to. I immediately called Credit Karma about this fraud. After explaining everything to multiple people and being transferred between different people/departments for at least XXXX hours, I was finally able to dispute these unauthorized withdrawals/purchase. I was told they would contact me after the disputes had been investigated by the higher department. And given an approximate time frame of XXXX hours to receive an answer to the XXXX disputes. However, in the mean time, my remaining balance in my account would be frozen along with my account, so I had absolutely no access to any of my money. And with XXXX children, XXXX and under ( one being handicapped ) That was very stressful and difficult. Having to borrow money from a local payday loan company with a high payback fee. 
When Credit Karma finally emailed me back after several days, I was told my disputes had been investigated and I would be sent the results within the next XXXX hours. When I received the email with the results of the disputed withdrawals and purchase, Their decision was the smallest amounts of the XXXX fraud withdrawals were indeed fraudulent, so I had under {$40.00} returned into me account. However, the large amount withdrawals which ranged from {$1.00} up to {$590.00} ( multiple times ) were found to be non fraudulent with claims I had authorized these withdrawals. All of the withdrawals, both large and small came immediately following the XXXX {$1.00} deposits and ALL being sent into the same XXXX XXXX XXXX accounts. 
I contacted Credit Karma to dispute their obviously wrong decisions! I again was given the run around and switched from person to person. Was assured the fraud withdrawals would be disputed for another investigation and review. During this time there was a XXXX XXXX  Debit card linked to my account that was able to successfully do instant transfer of {$2500.00} from my frozen account into their XXXX XXXX  account. There also continued to be transfers from my account into these XXXX XXXX XXXX accounts. I continued to contact Credit Karma about this continuing to happen. They assured me they were mailing me a paper check of my actual and correct balance from before my account was taken over by hackers. When I received the email of all of my disputes, Credit Karma had my name at the top with the address being in XXXX Maryland. I live in Alabama and have never even been to Maryland! In my personal account settings my home address is clearly there and correct- as well as my phone number, both of which state have been verified! Yet, Credit Karma is claiming to have mailed this XXXX XXXX in Maryland everything they said they were mailing to me! 
At this point on XX/XX/XXXX, XXXX and weeks after my tax refund was deposited into my Credit Karma account, I still have had absolutely no sort of help from Credit Karma. They are well aware none of these withdrawals were made by me, they know they were all unauthorized and are fraud. I have continued to call them every day, several times a day. And am always told I understand your frustration and continue to transfer me around for hours. Never giving me anything of truth or substance. Also, my account was completely shut down as of today, even though I can still log into it, I have no access at all into any part of my account information. I called them again and again was told I had been mailed a check for my entire balance prior to the fraudulent activity. I asked them what address did they send it to this time and again she gave me the Maryland address. I reminded her ( for the XXXX time ) that is not my address! My address is the Alabama address that is in my account settings and personal information! I was transferred to at least XXXX other people and finally told a check would be mailed to me today. 
I feel very certain this will not happen. And I will never receive any paper check from them. As they have made this very claim several times and it has always been a lie. 
I had saved and printed all of my Credit Karma account information. So I do have that up until Friday of last week. But now I can not see anything involved with it as they have locked me out of it and I have no access. As of last Friday- the unauthorized and unknown XXXX XXXX debit was still linked into my account for use to transfer funds from my account into theirs via instant transfer. Credit Karma is very aware that card does not belong to me, nor do I know who owns it. They have known this since XX/XX/2024. 
Please help me! My family needs our tax refund. We are a family of XXXX and are in a terrible predicament now with not only our usual monthly bills, but also our home due to that payment now being 2 months behind! 
It is very evident that Credit Karma has no plans or intention of helping us or doing anything at all to resolve this! 
Even the Identify Shield protection we purchased through them has not helped at all! And never return our calls. 
Please help me get the {$10000.00} remaining balance of our tax refund. 
What Credit Karma and the hacker ( s ) have done here is absolutely unlawful and criminal! 
Thank you for your help!!

Company response to consumer: Closed with monetary relief