Consumer complaint received 2025-10-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Credit Karma, LLC
State: CA

Complaint narrative:
On Wednesday XX/XX/year> I received a notification that my account password for my Credit Karma Money account had been changed. Then almost immediately I received another notification that my virtual debit card had been viewed. I immediately called Credit Karma customer support and opened my account to check on it. As I was waiting on hold I saw money being moved from my savings account to my checking account. I moved it back to savings. This happened 3 times before I got customer service in the line. After explaining to them what was going on and verifying my identity by sending a photo of the front and back of my ID and a selfie of myself they locked my account. During the course of the call they acknowledged that my account had been hacked and they closed the account and reissued a new account number. I looked through my account and a total of {$16000.00} had been charged to random merchants in XXXX XXXX, XXXX, XXXX XXXX and XXXX. ( I have never been to any of these countries and I did not order anything online from them ) I filed disputes for each and every transaction that was not authorized. The next day ( Thursday XX/XX/year> ) I received another notification that Credit Karma Money had locked my account for my safety. I was worried that someone was trying to get more money so I called Credit Karma customer support. After speaking with them they said the account was closed and they would be sending me a check with the remaining balance of my account. I asked about the disputes and after being bounced around they confirmed the disputes would have to be resolved prior to them sending me the check. This was absolutely not ideal as I needed the money and now had no access to it but I wanted to make sure I got my disputed transactions back as it was a large amount. Then on Tuesday XX/XX/year> I received another notification email saying the disputes had been closed. I called customer support again to see what the resolution was. Credit Karma Money informed me that the information that the merchants on the disputed transactions had matched my information, my name, phone number, email etc I tried explaining that of course they had that info as my account had been hacked and they knew it had been hacked since they closed it and opened a new one and then proceeded to close that one as well!! They told me I would need to provide proof that I did not receive anything from these merchants to appeal the decision. I asked the agent how can I possibly prove a negative?! Send them a picture of my empty hand?! He said that unfortunately it was very difficult and that was all he could tell me. So after Credit Karma Money acknowledging that my info, account and personal data had been hacked, closing TWO accounts for my protection they denied my disputes because the merchants had my information?!?! Thats the entire issue with an account being hacked! They would of course have my information. I am out {$16000.00} now and they said there was nothing they could do.

Company response to consumer: Closed with monetary relief