Consumer complaint received 2026-06-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Credit Karma, LLC
State: GA

Complaint narrative:
I am filing this complaint against Cash App ( XXXX XXXX ) and Credit Karma Money XXXX XXXX Bank XXXX XXXX Dot Bank ) for failure to properly investigate disputes I submitted following a carrier-caused travel disruption on XXXX XXXX, XXXX, in violation of Regulation E ( 12 CFR XXXX ) and applicable Visa Operating Regulations. BACKGROUND On XX/XX/XXXX, I was unable to board my international flight from XXXX, XXXX to XXXX, Georgia via XXXX, XXXX XXXX ( operated by XXXX XXXX XXXX and XXXX XXXX ) due entirely to the carriers check-in system failure. The self-service kiosks at XXXX XXXX Airport failed to recognize my credentials, and no flight appeared when I scanned my passport. I spent more than two hours at the airport attempting to resolve the issue. XXXX XXXX XXXX confirmed via live chat that my booking was valid and ticketed, but their agents were unable to rebook me without an IROP ( Irregular Operations ) note that airport staff failed to add creating a circular process that resulted in me missing my flight through no fault of my own. The delay exceeded 24 hours. Two separate payment disputes arise from this incident. Dispute 1 Credit Karma Money : {$1000.00} ( Flight Purchase ) I purchased the airline ticket for {$1000.00} using my Credit Karma Money card. Because the carriers system failure prevented me from boarding, I did not receive the transportation service I paid for. XXXX XXXX XXXX did not issue a cash refund to my original payment method. Under the DOTs XX/XX/XXXX2024 Final Rule ( 14 CFR Part 259 ), airlines are required to automatically provide cash refunds not vouchers or Electronic Credits when an international flight is significantly disrupted. A 24-hour+ delay far exceeds the DOTs XXXX threshold for a significant change. Despite this, Credit Karma Money has not resolved my chargeback claim under the correct Visa dispute codes : Code 13.1 ( Services Not Received ), Code 13.6 ( Credit Not Processed ), and Code 13.3 ( Not as Described ). Dispute 2 Cash App : {$200.00} ( Duplicate Baggage Fee ) At the airport, I was charged an additional {$200.00} via my XXXX XXXX XXXX XXXX for a baggage fee a duplicate charge, as baggage was already included in my original {$1000.00} booking. Despite paying this fee, I was still unable to board due to the carriers ongoing system failure. The bag was never checked and the service was never rendered. XXXX XXXX XXXX admitted this in writing, confirming that the baggage fee did not transfer and was unilaterally converted into an Electronic Credit rather than refunded to my original payment method. I submitted this dispute to XXXX XXXX with the XXXX written admission attached. Cash App misclassified it as an Unauthorized Transaction ( fraud ) rather than as a Services Not Provided or Duplicate Processing claim, causing them to disregard all of my supporting evidence. XXXX XXXX then extended the investigation timeline XXXX separate times over more than 45 days without resolution. When I attempted to respond to their complaints email, I received an automatic rejection stating Sorry, this message could not be delivered meaning their own complaints process was functionally inaccessible. A prior CFPB complaint ( XXXX XXXX. XXXX ) was closed without substantive resolution. SPECIFIC VIOLATIONS XXXX XXXX has violated 12 CFR 1005.11 ( c ) by failing to conduct a reasonable investigation. A reasonable investigation would have recognized the correct dispute category as Services Not Provided and given proper weight to the merchants written admission. Credit Karma Money has failed to process the chargeback for the {$1000.00} flight purchase under the applicable XXXX reason codes despite the carriers documented system failure and the DOTs mandatory refund requirements. Both institutions have failed their obligations as Visa-issuing banks under XXXX XXXX Regulations, Section 11.

Company response to consumer: Closed with explanation