Consumer complaint received 2025-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Credit Karma, LLC
State: MO

Complaint narrative:
On XX/XX/XXXX, I logged into my Credit Karma Spend account to go over my funds as I had received my tax return just days before and was about to buy dinner for my children. When i logged in, I noticed that nearly {$1200.00} was gone, through ~50 transactions that I was and am sure I did not make or authorize. I immediately transferred the rest of my money out of the account to another account, and locked my cards. I contacted Credit Karma to explain what had happened, because I wasnt sure what else to do as this has never happened to me before. On XX/XX/XXXX, Credit Karma spoke with me on the telephone, and helped me dispute 32 transactions, that being only HALF of the total unauthorized and fraudulent transactions made, as the others were still pending and couldnt be touched until posted. The man I spoke with was very helpful and gave me hope, as he said I would at least receive a credit back. As the days passed, I became more and more worried, reading everything I could online regarding CKs neglect and lack of care for their customers. I didnt think it would happen to me because it was so cut and dry, I do not recognize/did not authorize/dont know who made these transactions, it was straightforward. Over the course of the following week, I called daily and was told there were no updates, and I gave it time. Two times throughout the week, CK emailed me asking if I had reached out to the company where the transactions had been made. I do not know the company, how am I supposed to reach out to them? So i XXXX their info, called/emailed/wrote to this company, and received no response other than basically If you see unrecognized transactions you didnt approve, call your bank/financial institution. That isnt our problem. I relayed this info back to CK, to both emails Id received asking if I had tried to fight it on their end. Both emails had deadlines, and if I didnt respond by those dates ( which were different dates for some reason ), they would automatically close the case. I did not get a reply or acknowledgement from CK, as i followed up in an email once again two days later, stating that I had responded and was worried as Id received no acknowledgment. Saturday morning, XX/XX/XXXX, I received an email from CK stating the investigation was finished and they closed the disputes. I checked in the app, where it stated, RESOLUTION : A CREDIT WILL BE DEPOSITED INTO YOUR SPEND ACCOUNT. I was relieved to say the least. From what Id read online, they have 10 days to issue a credit or finish with their investigation. This was day 7. As there had been no movement Saturday or Sunday, I called this morning ( XX/XX/XXXX ) to confirm that I was indeed receiving my money back, as there was nothing explicitly stating that these disputes and complaints were ACCEPTED, just closed and id get a credit. The man i spoke to said yes, he could see them, they take 24-72 hours to deposit from the time they was closed. I was relieved again, and patiently waited. I checked my app again around 2 to see if there was any movement, and lo and behold, my account was now FROZEN. I panicked as this is EXACTLY what has happened to hundreds, if not THOUSANDS, of other CK customers. I called once again, to see how to unfreeze it, as my credits will be depositing soon and I need to be able to access them. The man I spoke with first said he could see that it was frozen but he couldnt talk about it, and transferred me to the fraud department. The woman i spoke to in the fraud department immediately let me know there was an update stating they SUBMITTED my account for CLOSURE. She could not see any ( what I had been notified were ) finalized disputes. All she could tell me was that in 7-10 business days, Ill receive AN EMAIL explaining why my account was frozen, and subsequently closed. I have used this account for two years, and I have never had a problem. The fact that I was a victim of theft and fraud, and my bank just wiped their hands clean of it is making me sick. I called them for help and they did not try ONCE to understand, to help resolve, to come to a conclusion or hold any concern. Now, no one can tell me if I am receiving my STOLEN funds back, or when, or even HOW!!! Not to mention, this was only HALF of the fraudulent transactions. There were still approximately 20 more, totaling almost another {$400.00}. But now as the account is frozen and set to be CLOSED, I can not file these as fraudulent charges and try to recover any of that money. This was the first time I have ever had an issue like this in my life and I can not believe how CK handled it. I would NEVER recommend anyone trust them with their money, seeing as they didnt want to deal with my situation and just GOT RID OF IT.

Company response to consumer: Closed with explanation