Consumer complaint received 2024-06-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: Credit Karma, LLC
State: NV

Complaint narrative:
Subject : Urgent Complaint Regarding Unauthorized Transfer and Mishandling of closure Funds instructed to be sent Via ACH only. Which was agreed and address verified on more then one occasion I am writing to file a formal complaint regarding the mishandling of my account closure funds, which were supposed to be sent via ACH to my specified address. Unfortunately, XXXX XXXX, the facilitator for Credit Karma, made an error despite clear and repeated instructions given multiple times and confirmed in notes via email and phone calls. 

XXXX XXXX  ( Credit Karma ) has confirmed that there were notes indicating my request on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, which were ignored by the person handling the process of sending the remaining funds of {$4000.00}. Consequently, the funds were transferred against my wishes to XXXX XXXX  XXXX XXXX without my name attached to the memo. The XXXXXXXX XXXX XXXX XXXX informed me that the memo only included the name of XXXX XXXX, making them reluctant to return the funds without a proper liability waiver. 

XXXXXXXX XXXX XXXX XXXXXXXX indicated that XXXX XXXX needs to fill out a form and fax it to them to facilitate the return of the funds. Both banks were unwilling to contact each other directly, which is very frustrating and unprofessional. If it were their own funds, they might have acted differently. This situation has made me feel discriminated against, but no one should be treated this way when it comes to their livelihood or money. I understand XXXXXXXX XXXX XXXX XXXXXXXX position, as this form would ensure that I, as the intended recipient, could not file a lawsuit for not receiving my money. They are willing to return the funds once this form is received, as there is no active account in my name to receive the transfer, and my account with Credit Karma is now closed. Since the funds can not be rejected past 72 hours of receipt, the form is necessary to facilitate the return. 

This situation is particularly frustrating because I do not have an account with XXXXXXXX XXXX XXXX XXXX. The delay has resulted in my rent and other obligations becoming past due. This entire ordeal could have been avoided if my instructions had been followed, ensuring the funds were sent via ACH or a paper check to my address. 

Despite my transparency and consistent communication, Credit KarmaXXXX XXXX failed to handle my account closure with due diligence, leading to this significant inconvenience. They have admitted their mistake but have not taken appropriate steps to rectify it. This negligence is unacceptable, and I request immediate action to resolve this issue. 

I expect XXXX XXXX  to promptly send the necessary form to XXXXXXXX XXXX XXXX XXXXXXXX to retrieve the funds and address the fees and penalties I am incurring due to this mishap. Additionally, I urge Credit Karma to establish a direct phone line to assist banking clients promptly and to take customer instructions seriously. 

Thank you for your attention to this urgent matter. I expect prompt assistance to rectify this issue and address the hardships I have endured due to this oversight. While mistakes can happen, they must be rectified immediately. Going forward, employees need to take their work more seriously and adhere to customer notes to avoid issues for bankers going forward

Company response to consumer: Closed with explanation