ComplaintsforCredit Karma, Inc.

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a gift card through e-mail for $50. I accidentally deleted it and never used. Contacted Credit Karma. They said I should receive another one. Emailed them numerous times but Im being ignored. Would like them to keep their word and not scam me.

  Business response

  09/17/2024

  We responded to you in case 14269510.

  Thank you for reaching out.

  Customer response

  09/17/2024

   
  Complaint: 22287447
  
  I am rejecting this response because: Credit Karma said 60 days to issue new gift card. How do I know they will follow through on their word.  
  
  Sincerely,
  
  Astrig Prince

  Business response

  09/18/2024

  The Karma Guarantee is not an instant payout. It works like a rebate which is why it can take up to 90 days. We have advised you that since you have not received it we have requested for the gift card to be re sent. Since you requested it to be resent it will be an additional ***** days before you receive it.

  Customer response

  09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Astrig Prince

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit Karma offers a Karma Guarantee for being denied credit that they said you would be approved for. I applied with the company Credit Karma said was guaranteed. The credit application was denied. I contacted Credit Karma and was granted the guarantee credit. I never received the funds.

  Business response

  09/16/2024

  Thank you for your follow up. We are happy to look into this further but would need you to provide documentation from the lending partner establishing that your application was declined or approved on worse terms, preferably a copy of the Adverse Action notice, or documentation showing your final terms (lenders sometimes call this the Truth In Lending Agreement). This document should clearly state the reason you were declined or show the final terms you were approved for. Well use that information to make a determination on your eligibility.
  
  
  
  
  

  Customer response

  09/16/2024

   
  Complaint: 22275571
  
  I am rejecting this response because: I have already provided this documentation multiple times.  Credit Karma just keep asking for the same documents, approving the guarantee but never sending the funds agreed.  Please find attached again.
  
  Sincerely,
  
  ******** ******

  Business response

  09/17/2024

  You were recently advised in case ******** that your giftcard was resent on 7/24/24. We see where you emailed back to that case on 9/12/24 saying that you never received it.

  With that being said we have requested that the gift email be re-sent to the email address used on your Credit Karma account. You should receive the email within ***** days or sooner from Incomm Incentives.

  Please be sure to check your spam and junk folders just in case the email doesnt go there by mistake. You can search keywords such as Incomm Incentives or Karma Guarantee payment to see if you can locate the email.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company makes it impossible to cancel their services. I have been trying for three weeks to close my account. The first time they said that I had a *****, yes a *****, in a savings account and I had to transfer that before I closed my account. So I did that and that took over a week. Now they are telling me that I have something called a spending account that they set up for you, never asked for it and do not want it. This they say is going to take some time because the bank needs to close it. I still cannot close this account and they keep telling me that they are escalating the issue and I will be notified but I never get notified. I just want my account closed and all of my data removed from their site/database. This is very frustrating and I feel like they are stringing me along and this account will never be closed/resolved.

  Business response

  09/20/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  When you opened the virtual chat session on September 9, 2024 stating that you wanted to close your Spend account, you were advised that we were unable to do so due to the pending external transfer of $0.01 to ****************. Subsequently, you then opted to cancel your services with Credit Karma and the agent escalated the case for further assistance. 
  
  The following day, an email was sent to confirm that youd like to cancel all of your services. After receiving your response, your Credit Karma Money accounts were closed and your profile was successfully deactivated on September 12, 2024. 
  
  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.

  Customer response

  09/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that they only restated what the issue

  is and they need to have better customer service and not make a consumer feel high anxiety for an issue that they did not fully explain. This

  issue can be closed, I do not feel that they will ever feel complicit in their lack of handling this issue better. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit reports from *********** and Equifax are correct. Credit Karma uses this information to list my credit accounts on their website.For well over a year, they have incorrectly listed my Fidelity ************ Card as some other card from a different provider. Most recently it is listed as a Penn Fed Mastercard. This is wrong.Credit Karma has been alerted to this problem by me at least twice, most recently on Sept. 12. The chat agent failed to understand the problem and wrongly assumed I wanted my credit report corrected. What I want is for Credit karma to correct its own information about my Fidelity ************ card which is available from my correct credit report.

  Business response

  09/16/2024

  Below your current score, youll see the date of your last update and when your next update will be available.

  
  Keep in mind that the information on your credit report may not change every time its updated on Credit Karma. It usually takes about 30 days for creditors to report new information (like new balances or payment activity) to the credit bureaus, and the frequency of updates can vary by creditor.

  
  Since we dont receive credit report information from creditors directly, we dont know when a specific creditor will update your information. But by checking in regularly, you can keep track of updates and keep an eye out for errors at the same time.

  Customer response

  09/16/2024

   
  Complaint: 22275336
  
  I am rejecting this response because: Credit Karma does not understand that the coplaint is regarding my account information presented by them, not the credit reporting agencies. The credit reports are correct. The "total accounts" information that is aggregated by Credit Karma is wrong.
  
  Sincerely,
  
  *************************

  Business response

  09/17/2024

  While Credit Karma cant make changes to your credit reports, Im happy to provide additional resources to address your concerns.

  Typically, lenders provide the credit bureaus with any new balances, payment activity, credit limit changes and other info every 30 days. Because different lenders and credit bureaus may update at different frequencies, they might report at different times of the month. As a result, it may take up to six weeks to see a change in your credit reports on Credit Karma.

  Your credit report will automatically be updated once we receive the latest information from the credit bureaus. We would appreciate your patience on this matter.

  Customer response

  09/17/2024

   
  Complaint: 22275336
  
  I am rejecting this response because:

  Credit Karma does not understand the nature of the problem. My credit report is correct and my ************* card is identified correctly on my credit report from all of the credit bureaus.

  Credit Karma's website, under the all accounts view has misidentified my Fidelity ************** card as a ********************** Mastercard. It has been misidentified this way for more than a year.

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

  Business response

  09/18/2024

  Credit Karma is not a credit repair organization, credit counselor, or financial or legal advisor as defined under federal or state law. Use of our Services is not a replacement for personal, professional advice or assistance regarding your finances, credit history or fixing your credit rating.

  Credit Karma reflects what we pull from Transunion and Equifax. 

  Customer response

  09/18/2024

   
  Complaint: 22275336
  
  I am rejecting this response because: The company keeps providing nonsense canned answers that aren't relevant to the problem. Communication about this manner needs to be escalated to more senior staff that might understand what the real issue is. As it is, whoever is responding to my complaint is just throwing canned answers out to see if anything will stick rather than trying to understand the problem. It's really pathetic and an indication of how poorly this company is run.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Every month for the past 6 years Credit Karma has been running soft credit pulls on me. i asked them to cease and desist. They refuse. They do not have my permission to do this and I want them to just stop.

  Business response

  09/11/2024

  Credit scores and reports are refreshed as often as daily (TransUnion only) for our members via soft inquiries that do not affect their credit. This will provide a better member experience by allowing for updated credit information, offers, and credit monitoring alerts.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Credit karma did not check with me and had sent my money to an account that I did not add to my credit karma account they knew my account had been taken over when my phone and everything was stolen from me. I they told me I would be receiving a check in the mail. It wasn't until I called them to find out when the check would arrive to me when they inform me that it was sent to an account that was link to my account on August 2 and they had proff that my phone was stolen and I did not authorize the transaction. I have tried continuously to get in touch with someone and I just keep getting told I will receive an email. That a special team is working on my cause but I never get a email and nobody ever follows up with me I have reported this to credit karma several days ago and they have done nothing to try to make this write. I had made sure with them that I would receive a check and they insured me that a check would be issued to me and I would receive it in 5 to 7 business days. They never told me that an account was linked to my credit karma account. They sent me money to an account I'm that I have no idea who's account it is or what bank it was with. They want give me the account information so I don't have no idea where to even start to find out where my money is and it's kinda hard to just let ******** just be given to someone that already stole it one time. I just want a check issued to me for the money that was in my account. I worked so hard for that money and they should not have let my money be sent to an account when they knew that my account had been stolen and it was just added to my account they should have asked me where they should send it. They didn't even tell me they had sent the money they haven't done anything but steal ******* from me.

  Business response

  09/18/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  We apologize for the inconvenience that this may have caused. After receiving your complaint, a new check was mailed to the address on file and should arrive in 7-10 business days.
  
  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.

  Customer response

  09/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

   

• Initial Complaint

  09/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I responded to a high approval from Credit Karma, they have a $50 guarantee if you get denied. Credit Karma been playing this game with me, and refusing to honor it

  Business response

  09/11/2024

  Thank you for your follow up. We are happy to look into this further but would need you to provide documentation from the lending partner establishing that your application was declined, preferably a copy of the Adverse Action notice. This document should clearly state the reason you were declined. Well use that information to make a determination on your eligibility.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Credit Karma froze my spend account and refuses to unfreeze it, even though I have called multiple times, emailed, and even done the online chat saying that there was no fraud on my account.

  Business response

  09/12/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  During a routine security check, your account was automatically locked and flagged for review on September 3, 2024. Subsequently, an email was sent to make you aware and request documentation that would aid in the investigation process. Upon initial review, it was determined that your account showed signs consistent with a possible compromise.  Once these documents were received on the same day, the Fraud Operations Team was able to continue with their investigation. Upon conclusion of the review, there were no other risk indicators found and it was determined that your accounts could be unlocked, which they were on September 6th. 
  
  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.

  Customer response

  09/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  There was fraudulent activity on my checking account, when I called the business on Sunday 9/1/24 to resolve this issue my account was completely frozen. I have since tried calling two more times to get my account unfrozen so I can access my money, have spoken to five different people, and have essentially been told every single time that I need to wait for an email that is supposed to arrive within 1 to 3 days. It has been longer than that and I am in desperate need of access to my money within this account. I see no other way to escalate this situation towards a solution other than reaching out to BBB for assistance. I requested to escalate this within the business but was told it is impossible to do so. There are also two fraudulent charges on my account that I am still attempting to dispute in order to receive my money back. I feel like they are treating me as if I am the one hacking into my account and engaging in criminal behavior.

  Business response

  09/13/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  During a routine security check, your account was flagged to be reviewed by our Fraud Operations Team. Upon initial review, the team noticed signs on your account that are consistent with a possible compromise and locked it on September 1, 2024 for safety and security purposes. Our records show that you called Credit Karma Member Support to inquire on the reason for the lock and were advised that your case would be escalated for further review.
  
  A Fraud Operations Specialist contacted you on September 3rd to request that you provide documentation to verify your identity and confirm your current contact information. Once the requested items were received, your case was escalated for final review. After confirming that you made the changes to your account, your accounts were unlocked on September 11, and an email was sent to make you aware.
  
  Fraud Dispute ID ****** totaling $139.98 was created when you called Member Support on September 11th. You were advised by the dispute specialist that the investigation can take up to 90 days to make a decision, however, if there is no decision made by the 10th day, you will receive provisional credit.
  
  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.

  Customer response

  09/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  i have asked customer service several time to fix my account

  Business response

  09/10/2024

  Thank you for reaching out to us. 

  Can you elaborate a little more on what you need fixed. Upon researching I found that you recently has a money account closed. Is that what this BBB is in reference to?

  Customer response

  09/10/2024

   
  Complaint: 22244005
  
  I am rejecting this response because: it shows i have 2 open credit accounts with 3400 dollars credit i am broke and homeless cannot access them or it would be a great help?
  
  Sincerely,
  
  *********************************

  Business response

  09/11/2024

  Thank you for your response.

  Credit Karma doesn't show any credit lines of that amount open for you.

  If you are seeing that you have open credit accounts with any lenders you should reach out to the lenders.

  Customer response

  09/11/2024

   
  Complaint: 22244005
  
  I am rejecting this response because: the 2 open accounts have no name on them just says 2 accounts 3400 dollars ********************** i have called them multiple times i have an item stuck in dispute for 6 months also!
  
  Sincerely,
  
  *********************************

  Business response

  09/12/2024

  After researching your account, i dont show where you have any open disputes. Here's also the contact phone number for both bureaus if needed:
  TransUnion: www.transunion.com
  
  **************. If asked, press 0 when prompted to reach a contact.
  When to call: 8 a.m. to midnight (Monday - Thursday) and 8 a.m. to 8 p.m. (Friday - Sunday)
  Equifax: www.equifax.com
  
  **************. When prompted, press 1 and then 4, to reach a contact.
  When to call: 9 a.m. to 9 p.m. (Monday - Friday) and 9 a.m. to 6 p.m. (Saturday and Sunday).
  
  
  

*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. ↩