Consumer complaint received 2024-06-15 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Credit Karma, LLC
State: AZ

Complaint narrative:
I am writing to file a formal complaint against XXXX XXXX XXXX  regarding several issues : inaccurate information provided by their customer service, a delayed card delivery, concerns about their partnership with Credit Karma, and what I believe to be unfair labor practices. 

On XXXX XX/XX/year>, I called XXXX XXXX XXXX  to inquire about the status of my new credit card, which I was approved for on XXXX XX/XX/year> after seeing a pre-qualification offer on Credit Karma. It has been over a month, and I still have not received the physical card in the mail. During the call, I was transferred to a customer service representative based in the XXXX. 

I took the opportunity to ask if requesting a credit limit increase would result in a soft or hard pull on my credit report. The representative was unable to answer my question and incorrectly directed me to contact a credit bureau for information regarding credit inquiries. 

I believe this misinformation from a representative of a US-based financial institution is unacceptable and demonstrates a lack of understanding of US credit laws and regulations. XXXX XXXX XXXX  has a responsibility to provide accurate and complete information to its customers, regardless of the location of its customer service representatives. Additionally, the delay in receiving my new credit card is causing inconvenience, frustration and undue financial strain. 

Furthermore, I am concerned about XXXXXXXX XXXX XXXX XXXX partnership with Credit Karma. Credit Karma advertises itself as a service to help people track, monitor, and build their credit. However, my experience suggests that their main focus is to sell customer data and create income through partnerships like the one with XXXX XXXX XXXX. This practice raises ethical questions about the transparency and intentions of these companies, especially when they target individuals seeking to improve their credit. 

Additionally, I am concerned about XXXX XXXXXXXX XXXX XXXX practice of outsourcing customer service to representatives in other countries. While I understand the desire to reduce costs, I believe it is unfair to both US workers who are losing job opportunities and to US consumers who are receiving inaccurate information and substandard service due to a lack of understanding of US laws and regulations. 

I am requesting that the CFPB investigate all of these matters, including : 1 ) The inaccurate information provided by XXXX XXXXXXXX XXXX XXXX customer service representative. 
2 ) The delay in the delivery of my new credit card. 
The partnership between XXXX XXXX XXXX  and Credit Karma, and its potential impact on consumers. 
3 ) XXXX XXXXXXXX XXXX XXXX practice of outsourcing customer service and the potential impact on both US workers and consumers. 

I have attached a copy of my approval letter for the XXXXXXXX XXXX XXXX credit card. 

To avoid further escalation, I believe a fair resolution would include the immediate issuance and expedited delivery of my credit card, a formal apology and explanation from XXXX XXXX XXXX, free credit monitoring for one year, [ at least ] a one year refund of their annual fee, a review of their partnership with Credit Karma, and a commitment to providing adequate training to all customer service representatives on US laws and regulations, regardless of their location. 

Thank you for your time and attention to this matter.

Company response to consumer: Closed with explanation