Consumer complaint received 2024-05-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Credit Karma, LLC
State: PA

Complaint narrative:
On XX/XX/2024 I signed into my bank account after seeing suspicious activity regarding my credit karma money account via email. Apon signing into the account I seen my balance was very low. After looking I realized there were three unauthorized charges to my bank account. Two charges for {$500.00} at XXXXXXXX XXXX XXXX XXXX XXXXXXXX, MA. One charge of {$420.00} at XXXX XXXX XXXX, MA. As soon as I seen these charges I disputed these as unauthorized charges. I also called to speak with Credit Karma since I was unable to file a dispute for both of the XXXXXXXX XXXX XXXX charges via the app. The digital card that was used was then deactivated, and I was told ALL three of the transactions had been reported for fraud. 

Fast forward two days after being told I would receive an email on the case in 24 hours I received two emails. Both asking if any other items were stolen. A follow up email regarding XXXX XXXX  XXXX saying since I had done business with them previously to contact them myself. After receiving this email, I immediately called them again because I did not do business with them prior. At this time, I was told that only one of the XXXX XXXX  XXXX transactions had been disputed making it seem as if one was a legitimate transaction charge even though I spoke with them prior on XX/XX/XXXX when all three charges were to be reported as unauthorized. At this time, she filed the report for that second XXXX XXXX  XXXX charge. I was then told I would be receiving a follow up email regarding this it is now XX/XX/2024 this conversation was on XX/XX/2024 I have not received any emails.

Back to the two initial disputes they were denied on XX/XX/XXXX. I called immediately to file an appeal and demanded to see the supporting documents for this decision. Within the same day the appeal for the XXXX XXXX charge for {$420.00} was deemed fraudulent and refunded to my account. The XXXX XXXX  XXXX charge appeal came back denied with a single paper saying, " we found this charge was authorized by you ''. As soon as I seen this again, I contacted them demanding the supporting documents as I know I did not authorize these charges and I still have not received a single email with the supporting documents. I also have not received a single email regarding the second stop and shop transaction that is still in the " disputed '' status. 

I am at a loss as I have called numerous times. I have never made transactions at neither XXXX XXXX or XXXX XXXX  XXXX. The charges made at XXXX XXXX were made with the same " digital card '' that was used to make purchases at XXXX XXXX  XXXX. Both were with a digital card that was made XX/XX/XXXX after the pin, phone number, and password was changed on my account all are which were changes that I did not authorize. I did not receive a single text or call to alert me to all of these changes being made to my account. I can not load my email at work. So, this was all thrown on me upon getting off work. 

They literally drained my account, and I was left with few options to get home let alone make it to next payday. They did this on my pay day. I am upset nothing was flagged and so many transactions were allowed to go through.

Company response to consumer: Closed with monetary relief