Consumer complaint received 2025-01-25 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: MI

Complaint narrative:
This is the copy of the letter I mailed to Credit Karma on XX/XX/XXXX. I have not received a response. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX XX/XX/XXXX Credit Karma XXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXXXXXX RE : Status of investigation and return of funds : Dear Credit Karma, I am writing to request a status update concerning unauthorized transactions and at least possibly XXXX deposit made to my closed Credit Karma Money XXXX Account ( checking and savings, and cancelled Visa debit card ). I am writing to you because I spoke to XXXX customer service representatives yesterday for close to an hour and neither could provide me with any discrete details about the account Credit Karma allowed to be compromised and ultimately closed. If I do not receive a timely response, I will be filing a complaint with the Consumer Financial Protection Bureau as well as other oversight and enforcement agencies. Below is my discrete biographical information so you may find my account. 
Name : XXXX XXXX XXXX XXXX : XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX, email address on file : XXXX ; address on file : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX ( please note my updated address above ), Card Ending in XXXX. 
Below is a synopsis of what happened and why I am inquiring about funds possibly held by you without cause. 
I opened a Credit Karma Money account years ago and have used it largely without any issues ; I had a debit Visa card and used it as my primary card ; On or about XX/XX/XXXX, I received notifications from Credit Karma about transactions I did not authorize. I immediately called Credit Karma and spoke to a representative and she cancelled my Visa Debit card, even though I told her that this was a virtual card that was opened ; the individuals that compromised my account were allowed by Credit Karma to open a virtual card without my knowledge or authorization and I was the XXXX to inform Credit Karma of this when I received an alert on my phone. Even after I called to report fraud, other transactions were allowed to go through using this virtual card. Again, the representative said my card has been cancelled and a new card will be mailed to the address I have on file ( at that time, it was XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX ). 
The last time I used my Credit Karma Visa Debit ( physical ) card was at a Krogers where I withdrew cash in the amount of either {$15.00} or {$20.00}. The total amount for the entire transaction was no more than {$46.00} including the cash. This was made either XXXX, XX/XX/XXXX or XXXX, XXXX XXXX. All subsequent transactions were not authorized or made by me. 
Prior to the unauthorized transactions, I had approximately {$19000.00} in my Credit Karma account. 
When I called Credit Karma, I received the following dispute IDs for your reference : Dispute ID # : Amount : Date Disputed : XXXX {$2000.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX XXXX {$2400.00} XX/XX/XXXX Credit Karma approved the above Dispute IDs and deposited them back into my account in a timely fashion, but; there was more dereliction of your duties. I can not remember the total amount that was returned and I can not access my Credit Karma account. 
On XX/XX/XXXX, you sent me an email informing me that my XXXX XXXX XXXX ( XXXX XXXX ) in the amount of {$3300.00} arrived XXXX days early. This is my monthly XXXX check for which I rely on to pay my mortgage and bills as I am completely XXXX. 
As I waited for my new Credit Karma card to arrive in the mail, I received notifications on my XXXX about more transactions that I did not authorize. Again, on XXXX, XX/XX/XXXX, just XXXX  days after Credit Karma allowed my account to be compromised and allowed transactions to go forward even after I reported fraud to Credit Karma, and even after Credit Karma unilaterally cancelled my Visa Debit card and left me with no replacement card, my account was compromised again using the same method : opening a virtual card, and this time, the thief or thieves wiped my account clean leaving only pennies. I once again immediately called Credit Karma customer service to report the fraud, and this time I had the very bad luck of speaking with someone that was not knowledgeable, and because of this, money was literally being wiped out of my account as I spoke with her. During the call, she told me my case was being prioritized. I respectfully remind you that all of the money was wiped out of my account, including the money you returned to my account after the initial investigation of dispute XXXX XXXX XXXX XXXX, XXXX, XXXX as well as my XXXX check in the amount of {$3300.00}. As far as I was concerned, I started with about {$19000.00} before the fraud, then was wiped clean due to fraud and this amount does not include my XXXX deposit checks of {$3300.00} on XX/XX/XXXX, a {$3300.00} deposit on or about XX/XX/XXXX, or any other possible deposits made to my debit card number from merchants. The customer service representative stated that she believes this incident may have been internal fraud on XXXX XXXX part. I am given the following dispute numbers : Dispute ID # : Amount : Date Disputed : XXXX {$1400.00} XX/XX/XXXX XXXX {$500.00} XX/XX/XXXX I was told that the dispute numbers were grouped together with other transactions, thus I can not be sure what was actually disputed. I do not know, for example, if the person I spoke with, disputed the correct transactions as I spoke to her over the phone and without having a computer in front of me and I have no way of knowing now because I do not have access to my account thanks to Credit Karma. You can understand my frustration, I hope. 
On XX/XX/XXXX, I receive an email from Credit Karma stating the following : Dear XXXX, We thank you for selecting Credit Karma Money, powered by XXXX XXXX XXXX XXXX XXXX however, we regret to inform you that we are unable to serve your financial needs at this time. 

Your Spend and/or Save account will be closed, and if your accounts have a balance when we close them, we will return the funds to you, via ACH Transfer to your linked bank account or by mailing you a check, within the next XXXX to XXXX ( XXXX ) business days. 

If you have filed any transaction dispute ( XXXX ), you will be receiving the final determination letter ( XXXX ) separately, in compliance with law. Your closing balance, if any, will include your final credited amount ( XXXX ). 

To allow for closure, your Spend and/or Save account, as well as your debit card have been locked. Any automatic recurring deposits have been removed and no further withdrawal requests will be honored. 

Based on this closure, we request the following : Please destroy any debit card ( XXXX ), physical and virtual, associated with the account ( XXXX ). 
Please stop scheduling payments or transfers or conducting any ATM or debit card transactions. 
Please cancel any direct deposits, external automatic or recurring transactions, or any other type of electronic transactions you may have set up for this account ( XXXX ). 

You never told me in advance that my account was being closed. At this time, I was still expecting a card in the mail until I received this email the email continued with other advisals and precautions. 
On XX/XX/XXXX, Credit Karma wired to my externally linked account {$10000.00}. I assumed this amount to be part of my dispute, but not all of it as I just lost all of my money and I started with roughly {$19000.00}. 
Also on XX/XX/XXXX, I requested that my direct deposit for my XXXX check be changed to a new account based on XXXX XXXX XX/XX/XXXX email instructions noted and highlighted above. I am informed by the XXXX XXXX XXXX automated system that the changes to my account deposit may take up to XXXX deposits to take effect or XXXX  days. 
On XX/XX/XXXX, Credit Karma sent me an email informing me that my account has successfully been closed. This means I can no longer access my Credit Karma online or app account, which has more details other than the details I am providing in this letter. Some of these details might have allowed me to verify certain information and even possibly obviate this letter entirely, but since Credit Karma handled this matter so poorly and with little to no regard for my accounts security. Additionally, the unilateral closing of this account has caused me to borrow money as my social security deposits were being transferred from Credit Karma to my new account and caused me to miss payments and have checks returned due to not having access to funds. 
I also never received a XXXX check for the month of XXXX or XXXX, but on XX/XX/XXXX, a XXXX deposit was made to my new account. This means that Credit Karma and XXXX  are holding my XXXX check that came in either XXXX or XXXX, and possibly the XXXX check that was wiped out on the XX/XX/XXXX theft. 
I am happy to file police reports and have made that clear to Credit Karma ; I am still happy to file such reports if necessary. I am respectfully requesting the following before I take this matter up with federal government authorities : XXXX. A clear accounting and investigation of all transactions ( including withdrawals and deposits, whether online, via check, debit, or virtual card ) attributed to my account from XX/XX/XXXX until you closed this account on XX/XX/XXXX ; XXXX. A search and accounting for a deposit by the XXXX XXXX XXXX XXXX XXXX XXXX XXXX made after XX/XX/XXXX until XX/XX/XXXX. I surmise that a deposit from the XXXX XXXX  XXXX was made on or about XX/XX/XXXX or XX/XX/XXXX. 
XXXX. I will not call and speak to someone unless they are senior or extremely knowledgeable of these matters as I have wasted a significant amount of my time with XXXX XXXX customer service representatives in XXXX and the XXXX ; Lastly, because I do not have access to my account, I reserve the right to be wrong, but wonder what happened to my social security checks and why do I feel over {$10000.00} lighter in the pocket. I am also convinced that XXXX XXXX inept handling of my account allowed it to be compromised and left me without access to funds used for daily living. The incompetence of XXXX XXXX call-center employees was a contributing factor in the amount of money that was lost. Please note that if you call me, I screen all calls and allow them to go to voicemail if the caller is unrecognized. My mobile number is below. 


Sincerely, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation