Consumer complaint received 2025-02-26 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: Credit Karma, LLC
State: WA

Complaint narrative:
I have had a credit karma save and spend account for about XXXX  years. I got it so that I could do the refund advance through XXXX. After filing my taxes this year I somehow came to find out that my spend/ checking account had been closed. After inquiring I was told that it was closed due to a negative balance about XXXX  months ago. I don't really know how, as I never actually used it -I only used it to transfer the tax refunds right into my bank account. After realizing this, I spoke to multiple people from credit karma support who told me that the refund this year would just be rejected and I would get a check sent out from the IRS. Well somehow even though the spend account is closed my refund got put into my credit karma save account. And while that's great- But the external bank account that is linked ( to my save account ) in order for me to withdraw my funds, has been closed for years. There is no way for me to change the linked account or delete the linked account through the website or app. So at this point I have no access to my money.I have spent about XXXX hours today ( XX/XX/XXXX ) talking to multiple different people. And mostly waiting in queue since there's no phone number to call. I've been told different things by multiple people. I've had my case escalated and told that they would email me at some point but it could take a while. I was told by XXXX person that all I need to do is go to my bank and link the XXXX account and then I can transfer the money out- evn though the website specifically says differently. It says that you can not initiate transfers from external bank accounts that aren't linked. I was then told by another person that I could just be sent a check with the balance of my save account. Then the next person told me that if I wanted to have a check they would have to escalate it to the highest level and I would be emailed at some point. So at this point I have over {$XXXX} that I can not transfer or withdraw in any way shape or form. It has now been XXXX days ( its currently XX/XX/XXXX ) and i have recieved XXXX response from the " higher level '' people that were supposed to be emailing me to either change the external bank account so i can transfer the money to myself, or send me a check with the balance of my account. i have spent hours each day for XXXX days trying to figure out how to access my money. i tried what XXXX of the representatives said to try- initiating the transfer FROM my bank.. I tried to do a {$XXXX} transfer. the {$XXXX} got taken out of my save account but then i got an email saying that the money was taken from my spend account and since my spend account doesnt have any money in it- the transaction would be reversed. At this moment i am on hour XXXX ( just today ) of trying to talk to customer service reps to see if they can just cancel the reveresal and let me have my money. i keep getting told that the case has been escalated and to just wait for support to email me. but its not happeneing. I have NO way to access MY money. I need this money so badly. theres NO reason they cant figure out a way to get me my money quickly. this shouldnt be legal

Company response to consumer: Closed with monetary relief