ComplaintsforCredit Karma, Inc.

• Initial Complaint

  06/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Credit Karma To Whom it may concern: I have contacted Transunion about this issue and they have told me more than once that they are not reporting this to you in this way. When contacting Credit Karma, I am told it is Transunion. Transunion mailed me a current copy of my report and this problem that I will explain on shows up on the Credit Karma site.Hi there and hope you are doing great. I have an issue that I am hoping that you can help me resolve. I did reach out to Credit Karma by email for help and the problem I have still exist. I am attaching a screen shot photo of the issues. The 1st issues is that the name *************************** is showing up as *************************,U on the credit report for Transunion using the Credit Karma site which it has the wrong format, there should be no commas and the name should appear as: ***************************. And also the address is showing as **********************************************************. The street direction of SW does not go after the street number. The street direction of SW goes after the street name. So my address should show as ************************************************ *********************** Av I have called Transunion in the past and even called them today on June 22nd 2024 and they clearly tell me that it is not them and it is Credit Karma doing this. I hope you can help me solve this problem. If not I will try directly sending a letter by regular mail to the Credit Karma office in **********. I hope you can help me with this *************************** AKA *********************** ****************************************************************************** The information on the report is correct but the format is not correct and Transunion says it is not them doing this.

  Business response

  06/27/2024

  Hi,

  I understand that this may be frustrating, but only the credit bureaus have the power to make changes to your credit report. If the credit bureaus update your reports, you can see changes through your Credit Karma account once we receive the updated credit report from the bureau. 
  
  
  If you have contacted the bureaus and they have confirmed updated information on their end please keep in mind that Credit Karma is a third party information platform and is not a Credit Bureau as defined by U,S Law. Because of this while the incorrect information may only remain on our end and you inform us of these updates we are unable to update information and must wait for the bureau to provide us with these updates directly. 
  
  
  Credit Karma obtains your credit information according to the terms agreed upon at sign up.  Additionally we are not able to contact the bureau or data furnishers directly on behalf of our members. Intuit Credit Karma has no direct impact on you as we do not report to outside sources. Your scores and reports are provided for informational purposes only.
  
  While you have contacted ********** and were told by a service rep that the information was not provided from them do note that Credit Karma does maintain working relationships with both TransUnion and Equifax and as stated all information is provided from TransUnion and Equifax how the bureaus displays your information and how information is provided to third party agency does generally have some technical differences. 

  Best Regards,

  Credit Karma Support Team

  Customer response

  06/27/2024

  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.

  
  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.
  
  Thank you for your response. I will contact them again and hopefully get someone that can help me with the inaccuracies. 
  
  Sincerely,
  
  *************************
  Sincerely,
  
  *************************

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened a Credit Karma Spend and Save Account. I freely transferred funds to and from the accounts. I never received a warning that I exceeded the number of transfers, nor did any one try to contact me with questions. Out of no where I logged in and saw my accounts were frozen. I then called the customer service department and was told to look for an email which would cite the steps to get the freeze removed. I read the steps of the email. I provided them with my drivers license, social security card and an online statement to an externally linked bank account. After doing so my accounts were never unlocked. I contacted them again. After making seven phone calls I finally was able to speak to the fraud department. I was told my accounts could not be closed while there was an ongoing investigation. I then asked for the issue to be escalated to only learn days later my accounts would be closed and my money transferred either through ACH to the externally linked bank account or a check. I was given no day/time as to when I can expect the account to be closed, nor was I told when Id receive my money. I was not involved in money laundering or any illegal activity. I need assistance getting the closure of my account unlocked or getting the money transferred immediately.

  Customer response

  06/24/2024

  I spoke to a representative and they stated due to risky spending pattern they are closing my account. Over the phone they say they have seven to ten business days to close my account. That is unreasonable. I requested a copy of their policy that states the terms and explains how Ill get my money. They tell me expect an email and that I cant speak to a supervisor or find their policy or terms online. That is unacceptable. Furthermore they tell me that Ill receive an email with no ETA. I cannot find any policy online. 

  It is unacceptable all legitimate businesses have written terms.

  Business response

  06/25/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per our investigations team your account is pending closure as of June 21, 2024. Accounts can be closed for a variety of reasons and MVB *********** Member FDIC, reserves the right to close accounts at their discretion. For further details regarding account closures, please refer to the message you received when your account was closed. 
  
  If there is a balance remaining in your account(s), we will return the funds to your active linked external bank account or by mailing you a check to the address on file. Allow 7 to 14 days for processing and delivery from the date of closure. We reserve the right to refuse to return any unused balance amount less than $1.00.
  
  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

  06/25/2024

   
  Complaint: 21887874
  
  I am rejecting this response because:

  THE BUSINESS REFUSES TO SEND ME A COPY OF THE POLICY/SOP THAT DICTATES THE PROCESS AND HOW IT IS IMPLEMENTED.

  THE COMPANY DOES NOT TELL YOU IF YOU WILL RECEIVE A NOTICE ACKNOWLEDGING THAT THE *** TRANSFER HAS BEEN INITIATED OR THAT A CHECK WAS CUT AND THEN PROVIDE YOU WITH A CHECK NUMBER OR ABILITY TO TRACK IT. 

  THE COMPANY OFFERS NO GUIDANCE NOR DOES IT SEEM LIKE THERE IS A CONTACT PERSON IN THE EVENT THAT THE MONEY DOES NOT SHOW UP.

  THERE IS NO COMMUNICATION AND NO PROOF WAS FOUND IN THE ***** AND AGREEMENTS TO BACK UP THIS PROCESS.

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

  Business response

  06/25/2024

  Thank you for your response. Per a review our records indicate that your account is pending closure. A request has been sent to our bank of record to expedite the closure and issue the funds to your linked external bank account. 
  
  Per our bank of record there is a current pending transaction on the account, once cleared the account will be submitted for closure as soon as possible. 
  
  Accounts can be closed for a variety of reasons and MVB *********** Member FDIC, reserves the right to close accounts at their discretion. For further details regarding account closures, please refer to the message you receive when your account is closed. You may also access your account Terms by logging into your Credit Karma account and clicking on Money Tab>Settings>Documents>Agreements>Checking Account Terms and Disclosures
  
  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.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was supposed to receive my tax refund 2/2024 through credit karma but they closed my account and I opened a new one. The credit karma rep said the check was mailed to me by the irs (it was not) and the irs is now doing a one hundred and twenty day investigation while credit karma doesnt even have a number to call

  Business response

  06/24/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per a review our records indicate that your tax refund was posted to your closed Spend account on February 22, 2024. The refund in the amount of $2,279.13 was sent in the form of a check to the mailing address on file on February 23, 2024. 
  
  Credit Karma sent you an email on March 30, 2024 via case number ******** to confirm if you would like to have your tax refund reissued  by check or sent to your linked external account.
  
  Please continue to respond by email via the case number to confirm if you would like to stop payment and reissue the check to a new address or have the balance posted to your new Spend account.
  
  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.
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I requested to close a savings account because of financial hardship. The account had $348.72 in it. They first asked me for the last three digits of my Social Security number the first message. They made me aware of the penalty for withdrawal and closure of the account which I already was aware of. Then they asked me personal questions which had nothing to do with the request and the whole nature and tone of the message changed. This was the second message. The third message was asking me personal questions again and I again indicated that I just wanted my funds and did not wish to answer any more personal questions. I checked my account this morning and they locked the account which I was requesting to to closed.

  Business response

  06/21/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per a review our records indicate that the requested funds in the amount of $348.72 have been posted to your Credit Karma Money account. The ********************** *************** account has been closed as you requested.
  
  
  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

  06/21/2024

  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

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 6,2024 I applied for a credit card through the Credit Karma Guarantee that I would be approved or receive $50.00 that was listed under my personal account. I was not approved for the credit card. I sent an email to them through their HELP on the website on April 9th asking why I never received any information regarding the $50.00. They responded back to me stating the card was still under review and they asked that I send them a screen shot from the company showing that I was declined. I have sent multiple e:mails to them regarding this and once again I responded to them on the original e:mail back from April and I also filled out a complaint on the website. In the complaint on the website, I referred to the case number that I was wanting information on. Their response back to me was that I was approved for a card, which was totally different from the original complaint. I responded back to them that they were referring to the wrong card and once again gave them the original Case #, which by the way, was in the complaint I issued this morning. I do not feel that they are standing behind their services.

  Business response

  06/26/2024

  Hi,

  We have provided a response directly on your case# 12913916 concerning your Karma Guarantee payment.

   

  Best Regards,

  Credit Karma Support Team

  Customer response

  06/26/2024

  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

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Made a purchase for a secured credit card. Money was taken out of my account. Sent to academy bank. Credit karma won't get my money back and or help to resolve the issue. With many phone calls and emails.

  Business response

  06/21/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per our investigations team, the review for dispute ID #****** for $300.00 has been completed. The dispute has been overturned and a final credit was issued to your Credit Karma Money account on 6/18/2024 .
  
  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

  06/21/2024

  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

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/7/2024 I attempted to access my Credit Karma account. I was unable to do so. I attempted several times to no avail and then was told, to many attempts, try later. I have been trying for a week now and can not access my account. I have online chatted as well as e-mail communication. I am attaching the e-mails. Unfortunately I don't have the chats, but pretty sure credit karma does. I never had an issue logging in prior to this date. I have the same computer, same WiFi, same password, same phone#. I have tried every trouble shooting option they suggested either in a chat or in an e-mail. I've downloaded the App on a tablet and nothing. I have given the rep any and all information to identify myself and still no one can unlock or unfreeze my account. It's the same thing every chat or every e-mail. "I'll expedite this to higher up" This is my hard earned money to which I have an automatic $100 deposited to Credit Karma on the 12th of each month. Now, I have to contact my bank to see if they can stop this deposit on their end and if not, I'll have to close my checking account and re-open a new one. I have over $1000.00 in this Credit Karma Save Account. I am a senior citizen and this is so very stressful to think that this kind of money is being held hostage and I may never see it again. The case # I was given is ********

  Business response

  06/21/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per a review our records indicate that your account has been locked. In order to unlock the account ********************** requested via case number 13730108  that you provide verification documents. Please continue to respond by email via the case number to submit the requested information.
  
  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

  06/25/2024

   
  Complaint: 21856539
  
  I am rejecting this response because:  I tired for over a week to get Credit Karma to unlock my account via e-mail and online chats.  No help at all.  I received an e-mail asking to upload my drivers license etc (copies attached)  i did that on 6/22/2024.  I just got off the phone at 10:30 EST on 6/25/2024, and they said they received them but I would have to send AGAIN and the only way they can send me a link is on my cell phone.  I DO NOT have a cell phone.  I already received an e-mail with a link to upload (copy attached.)  Now that's not good enough.  To continue with Credit Karmas suggestion to keep contacting through e-mails is not an option any more.  I am convinced that they are keeping my money and will continue to get the automatic deposit from my bank to theirs once a month and I will never see that money again.  Not a very good feeling for a senior citizen who was trying to make a little extra money off the little extra money I had.  I thank you for your time and help.

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

  Customer response

  06/25/2024

  Please see the attached

   

  I do not accept Credi Karma response to my complaint.  Reason being, I received an e-mail from them on 6/20/2024 asking to upload pictures to verify my identity.  I uploaded what they asked for on 6/22/2024.  Before I responded to BBB this morning, I spoke with a person at Credit Karma as I was told I have to send the information again.  She said they received it, but it has to be sent again.  They need to send a link to my phone and upload again, that is the ONLY way.  That makes no sense because they sent me an e-mail with and "Upload Here" on 6/20.  I have attached that e-mail here also. I've told them multiple times I only have a landline.  I received an e-mail from them shortly after the phone call, which I will attach with this e-mail to you, along with what was uploaded to Credit Karma.  I've had to pay $35 to my bank to stop further transfers from my bank to Credit Karma.  This has made me so nervous and stressed out because I've done all I could to get my savings, close the account, and stop automatic transfers to Credit Karma.  I feel I've lost over $1000.  Thank you for your help with this.

  
  

  ***********************

  Business response

  06/25/2024

  Thank you for your response. Per a review  our records indicate that your account has been unlocked.

  
  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

  06/25/2024

   
  Complaint: 21856539
  
  I am rejecting this response because: I attempted to log in after receiving an e-mail that my account has been unlocked.  See attached.  I had to enter my e-mail, password, DOB, social security #, then change my password.   I asked for an authentication code via e-mail, see attached.  I entered that code and I got a message that it doesn't recognize my device.  This is the same device I have used for years.  I clicked on the "get a call instead", see attached.  the little hand is on that option.  I never got a call to my LANDLINE phone.  still not able to log in.  NO cell phone.  CAN NOT receive text messages.  It was never a problem in the past years that I have had a Credit Karma account.  Please cancel my Credit Karma account, stop the automatic deposit, and send me a check for what I have in the save account.  This is completely wrong to be doing this to anyone, let alone a senior citizen who has more than identified herself.
  
  Sincerely,
  
  ***************************

  Customer response

  06/25/2024

  Please see the attached

  I am attaching an e-mail that I received and tried to access my account again, following all instructions: e-mail, password, DOB, Social security #, and then I had to change my password.  I had an authentication code sent to my e-mail and entered it.  That gave me a message that it didn't recognize my device (that I have used for years)  I then clicked on "get a call instead," since I do not get texts, it is a landline. My phone never rang with a code.  I have responded to the BBB message I got at 4:50pm today, not accepting the resolution because it did not work.

  Once again, I thank you for your help and hope that I can get this account closed and my money sent to me.

  
  

  ***********************

  Business response

  06/26/2024

  Thank you for your response. Your Credit Karma Money account has been closed per your request, and the balance  in the amount of $1,268.80 has been sent to your linked external bank account. 

  
  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

  06/29/2024

  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

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a Credit Karma checking debit account from approximately March 2019 until September of 2021. I had a double charge from a subscription service and asked Credit Karma to remove the charge. Instead, they cancelled my card. I requested a new card, they said they sent it. It never came. I requested another card, it never came. I couldn't access my money and had a laptop on lease for my job. I couldn't make the payment. I lost the laptop, which caused me to lose my work from home job. Not working led to my Van being repossessed.I had asked them repeatedly how to get my money back, they said I had to wait for my card. Finally they remembered other ways to get my money. There was a limit on how much I got per month. I was down to my last 80 dollars (approx) still in their account when I received a happy email from support, I wasn't at all happy. I was quite cross on my email and informed them I would be closing the account when I got the last of my money. Customer support didn't think I deserved to type harsh language at them in my response, and took it upon themselves to close the account.It's now almost 3 years later and they are still unable to send me the last of my money. My last attempt was made approximately 4 weeks ago, around mid May, 2024.

  Business response

  06/21/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per a review our records indicate that you contacted Credit Karma on July 28,2022 to indicate that you had not received your new debit card for a second time and to request a mailing address update. The previous card was deactivated so that a new card could be issued. 
  
  Your Credit Karma Money account was closed on September 9, *********************************************** the amount of  $44.97 to the updated mailing address on file. On May 13, 2024 a Stop payment was placed on the check due to expiration and it was reissued to the mailing address on file. 
  
  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

  06/25/2024

   
  Complaint: 21853976
  
  I am rejecting this response because: I never requested the account be closed, I had more than $44.** in the account, I asked for another check in 2024, and I requested a new card multiple times.
  Sincerely,
  
  *******************************

  Business response

  06/26/2024

  Thank you for your response. Per a review our records indicate that you contacted Credit Karma on July 28, 2022 to indicate that you had not received your new debit card for a second time and to request a mailing address update. The previous card was deactivated so that a new card could be issued. Your mailing address was updated on August 1, 2022. 
  
  Your Credit Karma Money account was closed on September 9, 2022. Accounts can be closed for a variety of reasons including at your request, and MVB *********** Member FDIC, reserves the right to close accounts at their discretion. For further details regarding account closures, please refer to the message you received when your account was closed. At the time of closure a check was issued for the final balance in the amount of $44.97 to the address on file. 
  
  
  On April 25, 2024 you contacted Credit Karma to advise that the check had not been received. On May 13, 2024 a stop payment was placed on the check due to expiration and it was reissued to the mailing address on file. 
  
  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.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 2nd someone hacked my Credit Karma account through Cash App and stole 1000, I noticed it that same day and immediately contacted Credit Karma and Cash App, Cash App told me to contact Credit Karma it was there problem. I went an made a police report got a copy sent it to Credit Karma, closed my account with Cash App and had my Credit Karma card canceled.I took the steps that Credit Karma told me to do then 12 days later on the 13 th of March I get a Credit of 1000 back to my account, now I get an email from Credit Karma May 20 telling me I owe them 1000? This is my 2nd time someone has stolen funds from my Credit Karma account and they do nothing to help you, customer service told me it was my fault and I did this? Which is insane! They couldn't help me? Now their telling me I owe them 1000 an its going against my Credit report..,Credit Karma will not help you and they have insurance an they won't give you a direct answer to any questions and refuse to help me, I feel robbed by Credit Karma and there's no one who will answer my questions I entrusted my money with them, I'm sorry I did they don't care about their customers, and I did my part to help settle this problem did what they asked of me and still nothing now they want their money back. This is totally unfair and why is it CK never pays anyone back if money is stolen from there account? I thought my money would be safe there I was wrong I'm hoping that Bbb settles this issue?

  Business response

  06/21/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per our investigations team a review of the following disputes have been completed:
  Dispute #******- $12.00
  Dispute #******- $303.22
  Dispute #******- $393.01
  Dispute #******- $392.45
  Dispute #******- $300.00
  Dispute #******- $39.97
  Dispute #******- $35.00
  Dispute #******- $1,000.00
  
  The disputes were accepted and finalized. A credit was posted to your Credit Karma Money account on June 18, 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.
  
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17th 2014 I noticed that I was getting verification codes to my Credit Karma account sent to my phone. I went to the site and looked at my account it seemed ok. Then on May 30th 2024 the money I had in my Credit Karma savings account was in the process of being transferred to a bank that wasnt mine. I tried to cancel the transfer and contacted Credit Karma and told them I was being hacked. All the information on my account had been changed. By the time they finally froze my account the hacker transferred my 3700 dollars to a green bank debit card from ******** I called that bank and told them it wasnt me who set up the account to mark it as identity theft. I still have not received my money back and Credit Karma has not made my account accessible to me as of this time. Dont put money in the save account on **********************!

  Business response

  06/17/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per our investigations team your account has been locked on June 17, 2024 due to security concerns. Your telephone number has also been updated. A password update will be completed once we receive the request verification documents. Please continue to communicate via the provided case number 13712944.
  
  
  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.

*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. ↩