Consumer complaint received 2024-03-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Credit Karma, LLC
State: TX

Complaint narrative:
XX/XX/XXXX Account was hacked - money continuously transferred from saving to checking without authorization. Credit Karma was alerted, before action could be taken, XXXX transactions were made from checking, without authorization. Transaction # XXXX - {$1000.00}. Transaction # XXXX - {$840.00}. After speaking with a supervisor, was assured disputes would be resolved by XX/XX/XXXX. This never happened. Additionally, I requested to have my e-mail and phone number changed, as the hacker had changed both in attempt to lock me out. Only phone number had been changed. Asked to have digital debit card deactivated and physical card PIN changed. Change of password also requested to online account portal. 

XX/XX/XXXX Called to follow-up. Was told would be followed up with XXXX. This never occurred through any accessible line. ( phone or email ). 

XX/XX/XXXX Attempted to transfer the remaining amount in account, {$840.00}, to separate account with XXXX. This, for some unanswered reason, had been declined until second attempt on XX/XX/XXXX. 

XX/XX/XXXX XXXX XXXX XXXX deactivated. PIN changed. Password changed. ( after XXXX  days of request ). 

Later, both checking and saving account frozen. This request was confirmed to secure account until XXXX Department was able to contact me. They never did and I had to reach out several times to get in contact with. Was told investigation was under way and will be followed up with in XXXX. This never occurred. 

Security verification requested from Credit Karma, picture of I.D . front and back, photo of 'selfie ' with I.D . visibly under XXXX. All requests from institution, though odd way of verifying, had been submitted immediately. ( Case # XXXX- XXXX Account ) XXXX department was contacted, told original dispute was never created from XX/XX/XXXX. New disputes created for transactions amount of {$1800.00}. ( Case # XXXX - XXXX ) XXXX XXXX Police Department files police report due to fraudulent charges ( service # XXXX ). 

XX/XX/XXXX No follow-up from Credit Karma. Explained I have a direct deposit coming from my job XX/XX/XXXX. Requested access to frozen accounts to transfer remaining funds to accessible account ( XXXX ) and to access future direct deposit. I was told my request would be updated to case # XXXX and I would be followed up with in XXXX. This never occurred. 

XX/XX/XXXX XXXX XXXX shows transferred from my company 's payroll department. No funds appear in still frozen accounts. Amount sitting prior to direct deposit still inaccessible. 
I now have stolen money unanswered for, existing money inaccessible, and XXXX direct deposit left unanswered to. Total amount of funds compromised/inaccessible - {$4600.00}. 

Called, again, for update to resolution. Was told original email change request ( XXXX  days old now ) still has not been updated. I have been told they are still unable to unfreeze my account, due to investigation. Again, told to expect follow-up in XXXX. I am at a complete loss, have never once been reached out to. Each time I need an update, I have to reach out. I am transferred XXXX times per call. No resolution to date. 
I am now expected to live without wages, support family. 

Credit Karma has irresponsibly allowed unauthorized access to my account and website portal, failed to re-secure in time, and withheld all of my funds listed due to an investigation, with which I have never been updated on process of. There have to be some laws broken here. My family has been forced to suffer to the lack of action and severity of situation by this institution. I need help. This is wrong.

Company response to consumer: Closed with explanation