Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on my credit karma account and on the accounts section it says [If the account's not yours or the info's wrong, we'll help you dispute it with TransUnion. It won't hurt your score.] I ended up disputing a account from over a decade ago and not only was the dispute not even investigated but my score plummeted and the debt that wasn't even mine was reactivated with no info given to how they came to the conclusion. Obviously I want my score fixed or compensation the account was JPMCB CARD SERVICES

  Business Response

  Date: 04/11/2023

  Hello *****,

   

  Thank you for contacting us though the BBB. TransUnion typically completes its investigation within 30 days of the date they receive your request. TransUnion will review your dispute request and let you know if the item(s) will stay on your report or be modified or removed. Filing a dispute request does not guarantee that TransUnion will change your report.
  
  Credit Karma is not a credit bureau so we are unable to make changes to the information you see displayed on your credit report. If the credit bureau makes a change to your report, youll see it on Credit Karma after we get the updated information from the bureau. Keep in mind that Credit Karma isnt able to make changes to your credit reports, and that we depend on *********** to provide us with updated information.

   

  Best Regards,

  Credit Karma Member Support

• Initial Complaint

  Date:04/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 3/25/23 after a month of trying to access my account to see a list of transaction,I was finally able to get my number updated and view my transaction.I knew my account balance wasn't correct but I didn't know what transaction to report as fraud bc I couldn't access my account due not having access to the number on my account. finally got that squared away and took a look at my transactions.There was a charge for $2000 made fraudulently at a Food lion .The first attempt the charge was immediately reversed.The second attempt the transaction stood.I immediately reported this as a fraudulent charge.I was told that I would get provisional credit on the 9th day.On 3/27/23 I received a email stating that they could see the transaction was made with a mobile device and asked if my card was the only thing missing.I replied with the following; I had previously ordered a a card that did not arrive to my mailing address..I only had access to my digital card that was connected to my cash app..I do not own a mobile device that is capable of NFC or tap pay.All my transaction were cash app if they go back through my transactions that can be proved.I got no response back.On the 9th day I inquired about provisional credit & am told it will be given on 4/5 by two different reps.On 4/4/23 around 11pm I get email notifying me that my dispute was denied as Regulation E only covers fraud charges...Ummm hello this is fraud and was reported as so.I have ask to see the documents that they based their decision off of and nobody can seem to give them to me nor will they submit an appeal on the denial decision.All they have to do is verify the mobile device used for the transaction compared to the devices I have logged into my account with and they will see this was fraud.They just don't want to give the back the money..The only way someone could have accessed my digital card was my email from the email they sent to add digital card to mobile wallet or having access to my CK account!!

  Business Response

  Date: 04/14/2023

  Thank you for reaching out to us through the BBB.  Our records indicate that our dispute team reached out to you on April 10, 2023 in case #********  to inform you that the dispute decision is final and the dispute is not available to appeal again.  The original dispute was filed on 03/24/23 and you have not provided any indication that additional transactions on the account were fraudulent since then. They also suggested that you contact your local police department for further investigation. 
  We sincerely apologize for any inconvenience and understand if there is any frustration that prompted you to reach out to the BBB.  If you have any other questions, please feel free to reach back out through case #******** , submit a new support case at:  ************************************************ or call ************ and we will be happy to help.
  

  Regards, 

  Credit Karma Member Support 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19902421
  
  I am rejecting this response because:

  This is a flat out lie!!I did to request for the other charges to be disputed.Please see screen shot.I was told that I was able to do so from my account and could not.I also requested an appeal for the first dispute.As you can see via the screen shot provided.Than I was told via email that they would not appeal..How is that so??It's my right to appeal but CK isn't allowing me too?? Sounds shady to me!!Also I was told theses charges were made via a mobile device..Did you guys check the **** from the device that made the fraudulent charges and compare to the device I use to access my account?? Absolutely did not as I know for a fact that it would have shown a different device as there is NO WAY my device could have made the transactions as it's not NFC COMPATIBLE.My device is a old MOTO G android that does not work with tap pay or any electronic wallets.Again Please explain how I authorized these charges??I did not..Also explain why I am not able to appeal the decision??And I would also like to know why my account is now getting closed??That's crap!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/25/2023

  Thank you for responding back to us through the BBB.  Your dispute appeal was reviewed and our Dispute Team contacted you on April 10, 2023 regarding the investigation. If you have any other questions regarding your claim, you can reach out through your previous case # ********, give us a call at ************ or reach out through our online help center. 
  
  

  Regards, 

  Credit Karma Member Support 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19902421
  
  I am rejecting this response because:

  I understand completely that y'all are claiming that the dispute was reviewed but apparently it wasn't reviewed correctly nor was it investigated properly.Im not sure if the same person is answering to my report here & on CFPB or not but regardless if it's the same or it's a different person;it doesn't matter because y'all are dancing around the issue at hand & tbh it's starting to **** me off.I feel like I'm being played for stupid & I don't like that nor how y'all making me feel like Im doing something wrong by disputing fraudulent charges on my account.When in fact CK is in the wrong and did not protect my account properly,nor did they investigate the charges correctly..That same email you keep telling me to reach out to for farther assistance is the same reason I reached out to BBB/CFPB and currently have a consultation appt with a consumer lawyer Friday morning.Who ever is replying wasn't doing anything but repeating the same info over & over and that didn't offer any real help to me..They suggested I reach out to the police.I filed a incident report several days before CK suggested it.Yall just trying to shift focus off of y'all & hope I will just let it go..Not gonna happen.The reason for denied dispute is bogus anyways & it shows my claim wasn't took seriously.The reason stated was because there were other charges made from the device used to make the food lion transaction.And because I hadn't reported them y'all claim I authorized the charges.First and for most I had been locked out of my account couldn't view the transactions at all for a long time.Secondly I hadn't had time to sit down and take a look at my statement yet & third-I have 60 days to report unauthorized transactions.So I guess I didn't get to exercise that right,??The transactions were done on a mobile device per CK.I don't have a device that is tap to pay or NFC check the Device info and compare with the device I used when logged into my CK..I know for fact that can be done and I also know that you would see that it didn't match my device..Farther more upon doing my own investigation which was a simple search of my emails for CK-I can tell you right now it wasn't me.On the same day this charge was made CK sent me an email stating my card had gone digital And was connected to apple pay.. Unfortunately I didn't see this until two nights ago.I do NOT own a apple phone..I haven't in over year.I have a old school android.So how this even happened I have no clue unless its a inside job at CK.Also I was astonished to see 13 different emails from CK blocking ironically the same $5.34 apple charge 13 times after allowing a $2,000 charge to go through on a apple device.. Where they do that at??I'll tell ya where and that's Credit Karma..than y'all close my account like I'm the **** problem..And like I was gonna continue to trust my money with y'all anyways lol-not hardly An anyone who has ever dealt with y'all pertaining to y'all's  Money Spend Account will tell you CKs the problem..Theres 1,000s plus  complaints all over Google,Reddit & *********Yall the  who need to be shut down or at the very least stick to what ya know with credit reporting & leave the banking up to the actual banks.Sadly though there's almost as many complaints on y'all for improper credit reporting too!!Smh!!But I reached out to that email.with the ticket support number you referenced.I requested to file disputes on the one at food lion that was originally denied and the rest that was on the right to know paper.Im sure it will be some more B's as I'm convinced all these people loosing large sums of money isn't just randomly happening.. If it's not a inside Job Id be really surprised.

  Attached are several screenshots..One of the email I asked about uploading police report.The one about my card being added to Apple.The apple charge declined..Mind you there's a total of 13 I only have room for one.The screen shot telling me it was a mobile device with my reply.Im.hoping to have enough space to add SS of.where I changed my login info/password information out of precaution.

  I can't add anymore SS at this time..I really wanted to screen shot y'all's reply to my complaint on CFPB where someone bold face lies saying I didn't reply back to a code that was requested to my phone via support..the code was requested but it's not like y'all put it out as I just didn't reply back with it..I never got the code and I have the screenshot replying that to the rep!!

  I just want my funds back it really shouldn't be this hard!!

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/01/2023

   Thank you for responding back. Our Dispute Team suggested you contact your local police department for further investigation into the issue. , Please feel free to contact our *************************** at ************** or visit support.creditkarma.com if you have any further questions, need any additional information, or have an inquiry on a topic unrelated to the dispute resolution. 

  Regards,

  Credit Karma Member Support 

  
  

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a spend account with Credit Karma and used my account quite a bit. I started having issues shorty after I opened the account. My debit card was being declined everytime I tried to use it. I called and they said they were having issues and they were trying to fix it. I had to call every other day. Then i tried to change my info thinking i put the wrong info or wrong way. It still declined and some were actually going through but i was told they were just holds and would fall off. I never received what I purchased. I even called to make sure i was using the right info. Once again i was told it was fixed. However it was not. Then they denied my provisional credits. I call today and like usual they cant understand what im saying so i go on chat and he is no help like usual. A few hours later I notice a email that says they are closing my account. Also they gave me my credits for my last dispute but made sure they denied enough transactions to cover that money and put me in the negative. So at this point they just stole the money I lost. It is clear when you look that each transaction was denied multiple times and I called several times to complain. This is their issue but Im losing my hard earned money and my account for a error they didn't fix. At this point I want my funds refunded. They refunded the other transactions in this dispute so why would any of the others be unsuccessful? And why would I not be credited sooner since the other disputed items were disputed months before? Im not just going to let my funds be taken due to a error on their part. I want my money back. If i can clearly see there's a issue then they can too.

  Business Response

  Date: 04/12/2023

  Thank you for reaching out to us through the BBB. Credit Karma records indicate that our Dispute Team contacted you on April 10, 2023 in case # ******** regarding the disputes in question and provided a breakdown of the decisions. 
  On April 10, 2023 your Credit Karma Money account was closed. In accordance with the Closing and Restricting Your Account section of the Account Terms and Disclosures provided at the time of account creation to you, MVB Bank, member FDIC reserves the right to close or restrict your account at their discretion. 
  Thank you for allowing us to respond to your complaint. Credit Karma strives to provide the best service to all of our members and we are sorry that we did not meet your expectations. We will strive to do better in the future. If you have additional questions, please feel free to submit a support case at ************************************************ or call ************ and we will be happy to help.
  
  

  Regards, 

  Credit Karma Member Support 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19902418
  
  I am rejecting this response because:
  I am requesting an investigation as to why half of the claims in Dispute #****** were successful and I received the provisional credit for the entire dispute. I then had the same issue again with my debit card being declined several times and received a provisional credit for 2 of those transactions Dispute # ****** I then noticed the support specialist that took the dispute details missed 2 transactions that should've been added to that dispute. This can also be verified by reviewing the recorded call. I repeated myself multiple times and he asked me again and again. Also, upon receiving the credit for the last dispute which I cannot access because my account was shut down extremely fast not allowing me to gain access to any of my banking history, the amount that was credited was $8 shy from the disputed transactions that their saying was unsuccessful. If I cannot get the honest outcome that I deserve after spending countless hours on the phone with your support team who rarely offer a resolution but also with the merchants who said "don't worry it's just a hold, it will fall off" it did not. Nor was the issue fixed as I was told several times. So, because the issue was with the debit card and spend account, I should not be losing my funds, nor should my account be shut down. At this point I don't want an account. However, I would like to have the funds that belong to me and the fact that my card was double charged or in some instances was declined and I tried again and sometimes with a smaller amount. I am not willing to let my hard-earned money to be taken and not returned. And I will not allow Spend account to make this issue look like it was my fault. This issue was brought to your attention multiple times since I opened my account. I am extremely glad that I copied all my chats, emails, and kept screen shots and records of declined transactions. I am requesting my funds to be released to me as soon as possible. 
  

   

  Sincerely,
  ***********************

  Business Response

  Date: 04/17/2023

  Thank you for responding back through the BBB. If you have any other questions regarding your dispute, you can reach out through your previous case, #********, submit a new case through our online *********** or give us a call at ************** and a Support Specialist will be there to assist you further. 

  Regards, 

  Credit Karma Member Support 

• Initial Complaint

  Date:04/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/25/2023 my checking account with Credit Karma money was charged $827.79 at ****** Wholesale. I contacted Credit Karma after I was contacted by another creditor that my payment hadnt gone through. I then realized I didnt have my card. A new card was ordered and I submitted a dispute as instructed by the agent. On March 4th I received the results of their investigation as a legitimate charge. I called again immediately as I absolutely did not make this charge nor authorized it. I found out by calling ****** they require a membership to even purchase anything from their store which I do not have. I argued again with credit karma money who did everything but help me in this situation (absolutely did nothing at all) According to the warehouse manager they reviewed the footage and informed me it was a gentleman and a rough guess of age would be mid 40s. I informed them of the situation and they had no knowledge of any dispute submitted!! My husband is a police officer I am fully aware of how the system works. They not only allowed a very large purchase which should of been suspicious in the first place but they did absolutely nothing to help me as the customer resolve it. The only response *** received is there is nothing we can do nor willing to help me any further.

  Business Response

  Date: 04/10/2023

  
  Thank you for reaching out to us through the BBB regarding your dispute. Our records indicate that our Dispute Team reviewed the claim in question per your request and found that no unauthorized or fraudulent activity occurred  base on: 
  

  -The cardholder was in possession of the card. 
  -The transaction was secured using Chip Technology. 
  
  They suggested reaching out to your local police department and/or the merchant for further assistance in recovering your funds.  We sincerely apologize for any inconvenience to you and understand any frustration that prompted you to contact the BBB. We thank you for the feedback of your experience. It will ensure that our representatives service our customers in a professional and efficient manner. 
  Please feel free to reach out to us if you have any questions or need further assistance with your claim or with your account in general at ************ or at  ************************************************
  

  Regards, Credit Karma Member Support 
  

  
  

• Initial Complaint

  Date:04/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my taxes 13 Feb 2023 with Intuit TurboTax that offered the option for an extra $38 to receive the tax return faster using a Credit Karma "Spend" accoount. I had used this method in 2022 with no problems. After electronically filing using this method, I check my Credit Karma spend account to see the status, and found out it had been closed without any reason. This created a major problem because Credit Karma's policty is that once an account is closed the account holder cannot reopen an account with them. In turn, my tax returns were going to be sent to a closed account. I contacted Intuit and they informed me that after it has been e-filed, there was nothing they could do and they could not refund my $38 for the expedited service they were now unable to provide. May emails to Credit Karma resulted in similar "standard" language. The Credit Karma has no telephone number to contact, and the email system has only told me that either the company would send me a check or the *** would. The *** shows my refund as issued to the Credit Karma Spend account on 23 Feb 2023, and Credit Karma has yet to confirm where my money is, or the status of issuing a check in the amount of my federal tax return, $1514. I would like the amount of my tax return in full and a refund of the service that I paid etra for that wasn't provided.

  Business Response

  Date: 04/10/2023

  Thank you for reaching out to us through the BBB. We understand your concern regarding your tax refund. Our records indicate that your Credit Karma Spend account was closed on August 2, 2022 in which our bank of record MVB, Member FDIC reserves the right to do at their discretion per the terms and agreements you agreed to.  You were notified of the account closure via email on July 26, 2022. 
  If the account you provided to receive your tax refund deposit is a closed or invalid account, you should receive a refund check from the **** Your February statement is attached and it shows no deposit or returned transaction from the **** If you are able to provide a trace ID of the transaction from the **** our bank of record could investigate for confirmation. You could contact the *** for any status update of a check being mailed to you. 
  We sincerely apologize for any inconvenience and understand if there was any frustration that prompted you to contact the BBB.  We acknowledge that this was not the best experience for you and welcome your feedback. 
  We will continue to instill in our representatives to service our Members with empathy, efficiency and professionalism.  We thank you for being a Credit Karma Member.  
  Please reach out to us if you have any other questions or concerns through our online *********** and we will be glad to help. 
  Regards, Credit Karma Member Support
  

• Initial Complaint

  Date:04/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On MAR 10 2023 I transferred to Credit Karma CREDIT FILE - Transfer Amount: negative four hundred fifty dollars $450.00 from my ************* Credit ********** Account.I attempted to use my Credit Karma debit card on a couple of occasions.Each transaction failed. I called and informed them of my issues. After this, they said the lock was unlocked and I could use my card, I attempt a couple of more tries, only to have my account locked again. I called in and asked to have my money transferred back to my bank account and was given the run around. I attempted to transfer it back myself but end up requesting for another $450, which cased my Credit Karma account to have a balance of $900. I had my bank request back $450 in a dispute. $450 was sent back immediately the following day. Then I went to transfer back the original $450 I transferred to them March 10th. And my account on their online website was inaccessible since they send back $450 on March 24th. I've been calling in every other 3 days since, and I am being told, they are working on it, and that they will email my once the problem is resolved. In the meantime, I'm having financial hard ship due to the illegally withholding my funds from being used to pay my bills. And I was told that there is no one I can speak with, because that department doesn't have a phone or an email to communicate with. This has to be an illegal act. I want to expose their poor practices, in hopes that they better serve their customers in the future. I'm now seeking legal help.If you need to speak with me, please call anytime.Sincerely,********************************* ************

  Business Response

  Date: 04/11/2023

  Thank you for reaching out to us through the BBB. We completely understand any concern, especially when it comes to taking care of bills.  Our records indicate that your account was unlocked on April 11, 2023. We thank you for your patience and for submitting the requested information in order to have your account verified and unlocked. 
  We sincerely apologize for any inconvenience to you and understand any frustration that prompted you to contact the BBB. We also thank you for the feedback of your experience. It will ensure that our representatives service our customers in a professional and efficient manner. 
  Thank you for allowing us to respond to your complaint. Credit Karma strives to provide the best service to all of our members and we are sorry that we did not meet your expectations. We will strive to do better in the future. If you have additional questions, please feel free to submit a support case at ************************************************ or call at ************ and we will be happy to help. 

  Regards, 

  Credit Karma Member Support 

  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ever since I have reached out to Credit Karma for lower insurance rates, I have received numerous phone calls from multiple car insurance telephone reps numerous times a day trying to get me to consider getting a rate quote with them and to check out some of their insurance companies. They persist in hounding me even though I have asked them to stop calling me and I have even gone as far as blocking their numbers. I have reached out to Credit Karma email support and they have failed to get back to me about my concerns. I would try calling them directly but I see no phone number for them listed anywhere. Please note that this continues despite my phone number being on the national do not call registry.Furthermore, one of the car insurance agent reps has told me that my information was sent to them by another company (CreditKarma). I do not appreciate my information being sent/sold by creditkarma to other companies. This is an invasion of my privacy and peace. I have already had my phone number leaked in previous data breaches by other companies and this only compounds that issue. I may also be filing an FTC complaint on this issue. I have a checking account thru CreditKarma so I am still at their whim and I can't cancel any user accounts with them just yet until I have a tax refund sent to me thru that account. Once I get that expected direct deposit from my state taxation ***** then I will close my CreditKarma accounts (checking and other credit monitoring services.) I attached my call log screen shots and CreditKarma email screen shots on this complaint. Some phone numbers are scribbled on the call log - these are other calls that are irrelevant to this complaint.

  Business Response

  Date: 04/07/2023

  Hello *****,

   

  Thank you for contacting us through the BBB. At Credit Karma, we take the protection of your information very seriously. Thats why we dont sell or share your Personal Information with unaffiliated third parties for their own advertising or marketing purposes.
  
  However, we may share information about you under other circumstances, as described in the Privacy Policy and Terms of Service you consented to when registering for our service.
  
  If you would like us to no longer use or share your information as agreed, you will have to deactivate your account by following the instructions outlined in How do I cancel my Credit Karma membership? Help Center article. 

  Best Regards, 

  Credit Karma Member Support

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/23/23 my account was locked by credit karma and they emailed me requesting documents. I emailed them back the same day with those documents requested. *** called that number everyday and asked when my account when would be unlocked and have been told I have to wait and to this day nothing account still locked. Asked for a supervisor he hangs up on me. No way to reach the specialized department who handles my account being locked except via email and they do not respond to any type of email at all and Ive emailed them at least 7-8 times over the last 2 weeks. My account is still locked and I cannot access the funds in my account. I feel like Im being scammed.

  Business Response

  Date: 04/07/2023

  Thank you for reaching out to us through the BBB. We completely understand your concern regarding the access to your funds. Your patience is greatly appreciated as your account was under review for your security. 
  Our records indicate that your account was unlocked on April 5, 2023. We thank you for providing the information in order to have your account verified and unlocked.  We sincerely apologize for any inconvenience to you and understand any frustration that prompted you to contact the BBB. We will also continue to instill our representatives to service our members with respect and professionalism.  Thank you again for your patience and understanding and for being a valued Credit Karma Member. 
  
  If you have additional questions, please feel free to submit a support case at ************************************************ or call at ************ and we will be happy to help.
  

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19898041
  
  I am rejecting this response because:
  My account was unlocked but I have not received my money back into my bank account that has been out of my account since 4/23. Once I receive an answer as to when my bank account will be credited back the money I will accept their reply. Even though their customer service is very poor and it took for me to contact the BBB for me to get a resolution.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/11/2023

  Thank you for reaching out to us through the BBB. When the deposit in question was returned, we were informed by your financial institution that the owner of the account did not authorize it.  Once that notification is received, the funds leave the Credit Karma Spend account and are returned to the original financial institution from which it came. To better locate the return of the deposit, please contact the financial institution that holds the account that the funds were originally sent from.
  

  If you need any further assistance, please contact us at ************ or through our online help center and our support team will be there for you. 

  Regards, 

  Credit Karma Member Support 

  
  

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19898041
  
  I am rejecting this response because:
  I spoke with my bank and they did not receive the funds back. I even attached my bank statement for the month of march where it was taken out of my account but was not refunded back to my account. This is not right how I am being treated. I did see that the money was taken from the credit karma spend account balance but it was not refunded back to my original bank account. Where is the proof that you sent it back to my bank. I have provided proof on my end and felt that I have just received generic responses at this point. It's been weeks and I still yet to see where my $100.00 has gone since being taken out of my account on 3/23/23.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/14/2023

  Thank you again for responding back through the BBB. Attached is your March statement that shows the transaction and return in question on March 23, 2023. If you have any questions, you can reach out to your financial institution or  please reach back out to us through our online help center or at !************ and we will be glad to help.

  Regards,

  Credit Karma Member Support 

  Customer Answer

  Date: 04/16/2023

   
  Complaint: 19898041
  
  I am rejecting this response because:
  On my bank statement that I submitted from my bank it shows that the money was debited from my account and sent to credit karma on 3/20/23. I spoke to my bank and the reversal was not initiated and how could it be when according to your records and customer service representatives and emails my account was still being processed up until I contacted the BBB on 4/5/23 when my account was still locked. The refund was not initiated on 3/23/23 thats the day I originally disputed with bank but then cancelled the dispute. In fact credit karma made the funds available in my account and then froze them all for 2 weeks. I spoke to a representative today from my bank today who stated the refund was never sent to them because once it is it takes 3-5 business days to process to my account. Im attaching the original day I submitted my dispute to prove there is no way you reversed the funds on 3/23/23. This is time consuming and unreal I just want my money back. You have made it look like they were reversed by my bank account doesnt show it and I check it everyday. Even it you put it back in the credit karma account I will be fine I will just like to know where my money is and just need a resolution to this problem. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/20/2023

  Thank you for reaching back out through the BBB. Your Spend account indicates the transaction in question was returned for ACH Code R10 (Customer Advises Not Authorized) on March 23, 2023 as indicated on your March Credit Karma Spend account statement. Attached is the transaction history showing the transfer in question and the return to your financial institution. To better locate the return of the deposit, please contact the financial institution that holds the account that the funds were originally sent from.
  

  
  Thank you for being a Credit Karma Member and for further assistance, please reach out to us at ************************************************ or call ************. 

  Regards, 

  Credit Karma Member Support 

  
  

• Initial Complaint

  Date:04/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I authorized the opening of this account by mistake, and my tax return was deposited 31 January 2023. I have spent over 7.5 hours on the phone with "customer service" to date, due to my digital and physical cards getting flagged for fraud literally every time they were tried to be used. This flagging put me in physical danger, I was making a day trip to ******, called the bank hours ahead of time, yet the 1st time I tried to use the card it locked again. This left me stranded on a street corner in ****** with my dog for over 4 hours before I could get back to the **. The blocks also caused over $1k in extra charges, I was supposed to purchase a vehicle while in ****** that didn't happen, etc. They built half a bank, staffed it entirely overseas, and gave the CSR's that have to deal with frustrated, angry customers zero access to any information beyond what can be seen on the app already. They quite literally denied me any and all access to my money for days at a time, multiple times. I worked for ******************* up to the housing market crash in 08, and even I would be ashamed if this were my employer. They need to be thoroughly investigated for fraudulent business practices, fined to the Nth degree and shut down before they cause any more damage. I can provide phone recordings of every single second of call time, to show correlation between my card being declined and addition costs that would not have occurred otherwise.

  Business Response

  Date: 04/13/2023

  Thank you for reaching through the BBB. We completely understand your concern regarding your debit card.
  
  Our records indicate that on January 27, 2023 and on January 30, 2023, two notifications in regards to both your digital and physical card were each sent asking for you to confirm if the transactions were authorized as it was your first time attempting to use the cards. In both instances, our records show that you successfully confirmed the transactions and the cards were unlocked.
  
  Subsequently, our records show that you contacted member support on February 24, 2023 regarding declined transactions. You were transferred to **** and were advised by the representative that the transactions were being flagged for security and verification purposes. The card was not locked.  Regarding access to your funds, our records further  indicate that you have been successfully transacting with your account and have had access to all your funds. 
  
  We acknowledge that this was not the best experience for you and welcome your feedback. 
  We will continue to instill in our representatives to service our Members with empathy, efficiency and professionalism.  We thank you for being a Credit Karma Member.  
  
  Please reach out to us if you have any other questions or concerns through our online *********** and we will be glad to help. 
  
  

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a dispute on 3/14/23 because I went through an ATM and did not get my money. The bank was not a participating ATM with Credit Karma. On 3/20/23, I was contacted to say my dispute was denied and I immediately filed an appeal. On 3/28/23, I contacted the bank I made the withdrawal from and was told that my money was sent back to Credit Karma after they requested it because of my dispute on 3/21/23. I'm still waiting. It's 4/3/23. My money was returned to Credit Karma on 3/21/23. There is no one to speak to in the Credit Karma office, they operate solely through email. I need my money back yesterday.

  Business Response

  Date: 04/07/2023

  Thank you for reaching out to us through the BBB. Our records indicate that our Dispute Team reached out to you on April 6, 2023 in case #******** that the dispute in question was reviewed per your request and the denial will stand based on information provided by the merchant that no error occurred with the *** terminal.  
  

  We sincerely apologize for any inconvenience to you and understand any frustration that prompted you to contact the BBB. We thank you for the feedback of your experience. It will ensure that our representatives service our customers in a professional and efficient manner. 
  

  If you have any other questions, please feel free contact us through your previous case, #********, submit a new support case at ************************************************ or call ************ and our Support Specialists  will be happy to help.  
  

  Regards, 
  Credit Karma Member Support