Consumer complaint received 2024-05-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Credit Karma, LLC
State: NC

Complaint narrative:
On XX/XX/XXXX of this year I received an email at XXXX from my Credit Karma spend account stating that my password has been changed. 3 minutes later I received an email stating that my phone number has been changed. 2 minutes later I receive an email from Credit Karma stating that my account was just accessed from a new device, an XXXX device, a device in which I do not own. 
I called Credit Karma immediately letting them know that I was currently being hacked, I watched in real time as the hacker transferred all my money from my save account to my spend account and in real time told Credit Karma to lock my account because my money was about to be stolen. They stole all my money before Credit Karma could do anything. They took out 18 small transactions from a cash app account called XXXX XXXX. I unfortunately can't recall the exact dollar amount that was taken ( I'll explain why in a second ) but it was around {$1300.00}. XXXX transactions were under {$50.00} and after I disputed I got that money back from Credit Karma immediately which was for {$410.00}. The other XXXX transactions were over {$50.00} totalling to over {$900.00} and I waited until XX/XX/XXXX to receive documentation from Credit Karma stating that the other XXXX disputes have been denied. I appealed those disputes and asked for information as to why it was originally denied. On XX/XX/XXXX I received an email from Credit Karma stating why my disputes were denied. Here 's what they said, " In terms of your disputes, some of your transactions were accepted and some denied. '' They never stated the reason why they were denied. 
They also locked my account which was unlocked ( on XX/XX/XXXX ) once they received an image of my license and I received my new debit card in the mail. 
I emailed them back stating that I was aware they were denied but I wanted to know why and on XX/XX/XXXX they emailed me back stating, " We reviewed your additional email inquiry regarding your dispute and determine that your dispute was appropriately denied. We are unable to assist you further with this dispute. '' Which meant my appeal for the disputes was denied as well. I then filed for a second appeal. 
I then asked for more information on the first appeal and on XX/XX/XXXX I received another email with an attachment stating all the transaction details for those XXXX transactions which has the hackers IP address, device ID and email address, but no information as to why it was denied. 
On XX/XX/XXXX I received an email from Credit Karma stating that my password has been changed. I called Credit Karma immediately and let them know that my account was hacked into again. They immediately locked my account. I then send them another picture of my ID and my account was unlocked. I also checked to see if my second appeals was still being processed and was told that it was. 
On XX/XX/XXXX I received an email from Credit Karma stating that, " We regret to inform you that we are unable to serve your financial needs at this time. Your spend and/or save account will be closed. '' I called Credit Karma and they claimed that since I was hacked into twice that they needed to close my account to protect themselves. I asked if my second appeals was still being processed and they told me yes. At this point I can no longer log into my account and see the disputes or the dollar amount for what they are. 
Today I called to make sure that second appeals was still going through, at first the customer service representative told me that they can not see any disputes at all on my account, he transferred me to the dispute Department and this man told me that he also couldn't see any disputes on my closed account. He then was transferring me to another department. When I got hung up on. I called back and this time the customer service representative did see my disputes but told me that there was no second appeal going through and there never has been. I asked how that was possible and she told me the last information she has was that on XX/XX/XXXX, Credit Karma contacted me letting me know that my appeal was denied. She then let me know that she will be sending my disputes for a second appeal. 

I do not trust Credit Karma money because they have told me they already were in the process of appealing it a second time, and they have all the evidence showing that I did not approve these XXXX transactions.

Company response to consumer: Closed with monetary relief