Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit Karma sent me a email about closing my bank account which is fine but they accepted a direct deposit when they told me they wouldnt and now I have to wait 7-10 days to get my disability paycheck and now I am getting charged late fees for my bills that needed to be paid yesterday and now all my bills are not being able to be paid on time causing me to pay more fees.

  Business response

  01/29/2025

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.

  On January 27, 2025, your Credit Karma Spend and Save accounts were locked and submitted for closure due to risk. While we are not able to disclose the exact reason for the closure of the accounts, we take the safety of our members very seriously. Per our Account Terms and Disclosures provided at account opening:

  We have the right to close or restrict your account or your account transactions at any time without notice and without your consent for any reason unless prohibited by applicable law.

  Also on January 27, ************************ the amount of $3,974.15 posted to your account.  This deposit did cover a prior negative balance of -$20.00 that was recorded on your account at that time.

  As a result, on January 28, 2025 a check payable to you in the amount of $3,954.15 was mailed to the address we have on file for you with a 7-10 business day arrival time.

  We apologize for any inconvenience this may have caused.

  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

  01/29/2025

   
  Complaint: 22866752
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

  Customer response

  01/29/2025

  I would like compensation for my bills being paid late and I had a payment for my phone bill for today, because credit karma knew they were going to close my account since the 25 of January and they still accepted my direct deposit on the 27 of January. This could affect my credit score. My mortgage is due one the first my light is also due as well as my light I need gas and food they really hurt me I am a disabled veteran. And I have a daughter who needs things as well. And when I called them I was hung up on 3 times that was very disrespectful. I already closed my credit karma account completely I dont need any service from them after this experience I am ready to put it on social media to warn them how they did me in this situation.

  Business response

  01/30/2025

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  As per our prior response, our Account Terms and Disclosures provided at account opening advise:
  
  We have the right to close or restrict your account or your account transactions at any time without notice and without your consent for any reason unless prohibited by applicable law.
  
  Your direct deposit was accepted during the same timeframe of the decision/action  to close your account to cover the insufficient funds balance that was owed to Credit Karma.  
  
  We apologize if this is not the outcome you expected, and for any inconvenience this may be causing.  
  
  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

  01/30/2025

   
  Complaint: 22866752
  
  I am rejecting this response because: your sorry does not change the fact that I am late on my bills because of credit karma.
  
  Sincerely,
  
  ******* *****

  Business response

  01/31/2025

  We apologize if this is not the outcome you expected, and for any inconvenience this may be causing. 
  
  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

  01/31/2025

   
  Complaint: 22866752
  
  I am rejecting this response because:I need at least $500 for compensation for pain and suffering as well.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/25/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting over 2weeks for them to fix my phone number on the account so I can access my balance. This process is taking too long, and I need to keep up with my balance without having to go to the *** every day. I am fed up with this situation that should not take this long to resolve.

  Business response

  01/27/2025

  Find the email address on your Credit Karma account
  Once you locate your email, you will be presented with available account recovery options:
  Text a code to your phone number
  Email a code to the email address on your account
  Upload a picture of your drivers license
  In some instances you may see the option to answer identity questions instead.
  After selecting one of the recovery options, you will be asked to verify your birth year and social security number after entering the verification code you received or after scanning your ID. Once this information is verified, you will be able to create a new password to log in.
  If answering identity questions is an option and you select this, you will be prompted to answer a few questions to help verify your identity. Once this information is verified, you will be able to create a new password to log into your account.
  Once you are logged in, follow the below instructions to change your phone number.
  Note that the option to upload a picture of your drivers license is only available on mobile devices.Tap this link using any mobile device and follow the instructions to upload images of your valid Drivers License. For more information on this verification process, check out: How to verify your identity with documents.If you chose to answer identity questions and currently have a credit freeze, the identity questions may be unavailable and you may have to select a different account recovery option.

  Customer response

  01/27/2025

   
  Complaint: 22857496
  
  I am rejecting this response because:

   

  I have tried all these steps. I am unable to verify my identity because I no longer have the phone with #************. This is the same run around I have been getting all this time. I keep getting error messages and when I call, I am told a *** will respond via email. I am not getting the help I need. 
  
  Sincerely,
  
  ******** *****

  Business response

  01/28/2025

  I apologize for your frustration. 

  We security very seriously and to make any changes to your personal information you must submit verification and there is no work around.

  We are forwarding your concerns to our internal team for review and we are working diligently to provide a solution and that we will reach back out via your Credit Karma email as soon as possible.

  Customer response

  01/28/2025

   
  Complaint: 22857496
  
  I am rejecting this response because: I understand that security is important, but this is a little overboard. It shouldn't take almost 3 weeks and there is still no resolution. I was told that an email would be sent to me. I did receive one, I responded but have never heard anything back. There is got to be a better way to handle this. My bank account doesn't go through this extreme to change my phone number. I am taking every dime out and when the balance of my taxes come in, I am doing the same. I will never, ever use this account again. Your company really has to rethink this process. It is so frustrating and every day I have to deal with it. Something so simple. If the account holder passes the verification questions, why continue to put the customer through this? I am the type that checks my balance every day and I am unable to do so. Is it your money? ******. How can I keep track? This is the most ridiculous thing I have ever been through. You can stick your account up where the sun doesn't shine. I have had it. It's a shame that turbo tax is associated with your company.

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

  Business response

  01/29/2025

  I apologize for your frustration and we are forwarding your concerns to our internal team for review and they we are working diligently to provide a solution and we will reach back out via your Credit Karma email as soon as possible.

  Customer response

  01/30/2025

   
  Complaint: 22857496
  
  I am rejecting this response because:

  I am tired of going back and forth on this. Not one time until now has your company tell me to fax anything over. Your message doesn't even say what to fax over. I have called at least 6 times and no one again, has told me to fax anything. All I am told is wait for an email. I did receive the email and responded but have not heard anything back. This is the worst process that I have ever experienced. This is my 3rd week waiting to resolve this. Your company is the worst and I would not recommend your company to anyone. There is so much I really would like to say but I will keep it professional. Your company is not worth my time. I am curious though, what happened to the email I sent back? I am going to another agency to help me with this because this is just wrong in so many ways.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  01/23/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Missing Tax Refund and Account Closure by ********************** Complaint Details:I am filing this complaint because Credit Karma mishandled my Tax Return Advance and tax refund. Heres what happened: 1. I filed my 2024 taxes through TurboTax because I was promised a Tax Return Advancebut only on the condition that I open a Credit Karma Money Spend account. 2. I complied. My account was opened, the *** received my return, and TurboTax issued the Advance as promised, depositing it into my CK Money Spend account. 3. When I attempted to link my debit cards and bank accounts to my CK Money Spend account to access my money, none of the banks and their cards worked. (See screenshots)4. I initiated a withdrawal of funds via ******, and instead of resolving my access issues, Credit Karma abruptly Froze/Closed my account without warning or explanation. As a result, I am not able to receive and use my Advance - it is hold by Credit Karma, I have no idea where the rest of my tax refund will go, and customer support has been completely unhelpful. Theyve requested a government-issued ID, but I only have my SSN card and City of NY ID. Despite providing these, the issue remains unresolved. Desired Resolution: I need an immediate explanation of: 1. Why my account was closed. 2. Where my Tax Return Advance and the what will happen with the rest of my refund. I demand a resolution within ************************************************************************************************* accounts.Additional Notes:The connection between TurboTax and Credit Karma obligated Credit Karma to provide reliable service, and this blatant mishandling of my funds is unacceptable. This issue has already cost me three days of stress and wasted time. If this matter is not resolved promptly, I will escalate my complaint to the ************************************ (****) and consider legal action. Sincerely, ****** A ******* ************** ******************

  Business response

  01/27/2025

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Our records indicate that your Credit Karma Money accounts were locked on January 23, 2025 after showing signs suggesting a possible compromise. Subsequent to the lock, a notice was sent to make you aware. Once the Fraud Operations Team finished their investigation, your accounts were unlocked the following day. Your Spend account is still open, therefore, the remainder of your tax refund will be deposited there. Our records show that you successfully transferred the funds using our Instant Transfer feature.
  
  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

  01/27/2025

  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

  01/23/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My IRS tax advance was deposited into my account yesterday 1/22/25 I was having issues using the virtual card since my physical expired this month and i had not received the new card so i placed a call to customer service where their employee helped me to transfer the funds to my green dot account that i had linked from previous years i made the transfer with the *** on the line i woke up this morning to my account frozen i called customer service 5 times recieved the run around all 5 times telling me its nothing noone can do to wait on a email in 72 business hours i called back n chatted numerous times trying to resolve this issue finally someone in the fraud **** sent me a link to verify my identity i sent an photo of my drivers license along with a photo of myself to verify my identification they then came on the line to tell me i couldnt be verified and they cant give me any answers other then they will escalate this to a different special department and to wait for a email. i have no access to my ******** dollars

  Business response

  01/27/2025

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Our records show that your account was locked on January 23, 2025 during a routine security check after showing signs suggestive of a possible compromise. When you called Credit Karma Member Support to provide documents, your case was subsequently transferred to our Fraud Operations Team for review. Upon conclusion of their investigation, your accounts were unlocked the following day. Our records show that you were able to successfully transfer the remaining balance to your linked external 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

  01/27/2025

  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

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I got a email at 11:30 am from credit karma stating my account had to be frozen for my safety. I spent the next several hours trying to call and trying online chat to see why it's frozen and what to ***** fix the problem so I can access my own money. I was told at one point my account will be closed because it had a negative 40 balance for a few days, which it no longer did after my advance had been deposited today just a few hours ago. So.there has been a positive balance for hours and still my account is frozen and all.they say is to wait. So who knows when I will be able access my money. I am.nust devastated and I never got any emails (other than the one and only one I got today) or communications saying my account would be closed.

  Business response

  01/27/2025

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.

  On January 22, 2025, your Credit Karma account was locked due to a negative balance that had accrued on your account since January 16, 2025.  Our records indicate that an email notification regarding the account lock was sent to the email address we have on file on January 22, 2025.  This was the same day as the BBB complaint filing date.

  On January 22, 2025, a tax refund deposit was received in your account to cover the negative balance resulting in your account lock being removed allowing you full access to funds.

  As of today, January 27, 2025 your account is showing active with completed transactions proving your accessibility to your funds.  

  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

  01/27/2025

  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

  01/22/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company does not have access to live agent over phone wait times are not accurate

  Business response

  01/24/2025

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  After showing signs of a possible compromise, your account was locked on January 23rd and reviewed by our Fraud Operations Team. Once the team reached out to you and successfully confirmed the recent changes made to your information, your **** debit card and Money account was unlocked the following day. Our records indicate that you have had full access to the funds since then. We apologize for the time youve had to spend while waiting to speak with an agent as we are currently receiving a high volume of calls and emails. 
  
  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

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my taxes through ******** with the advertisement that you would end up getting a refund advance through a Credit Karma account. How do you linked to your Credit Karma account soI linked to my Credit Karma account to my TurboTax account for deposit and Credit Karma closed my money account so I was unable to receive the refund advance. I asked to reopen it. They have no resolution to it. They have $250 as of right now and my tax return is scheduled to be sent intothe Credit Karma account as well I have went onto the website because they told me that I needed to re-create my account and then sign up a new money account and that it would go through that way, which is not working because Im unable to create a new money account so Ive deleted the account that it was supposed to go intobecause they told me too, and Ive created a new one or have not been able to create a new one at all so Im trying figure out what is supposed to happen to the refund advance that Im supposed to be getting and where are my taxes going to And nobody has an answer. I get redirected circles. Ive tried the live chat. Ive tried chatting with representatives on the phone and no resolution has been available for my problem. I have looked into forms online and have read that several other people have the same issue so I dont know what it takes to handle this.

  Business response

  01/24/2025

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Our records show that Refund Advance of $250.00 was deposited to your closed Credit Karma Money Spend account on January 23, 2025. Subsequently, the funds were transferred to the linked external account and should arrive in 2-3 business days from the date sent.
  
  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

  01/22/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I changed my credit karma phone and email due to change. I have had this account for almost 3 years with absolutely no issues all of sudden my account is frozen customer service will not give me a time frame or reason why but after all the review of people with the same issue. I would like my account unfrozen as I have my tax return yet again going into this account I have provided my ID by email showing this is my account please unlock my account

  Business response

  01/24/2025

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  After showing signs of a possible compromise, your account was locked on January 23rd and reviewed by our Fraud Operations Team. Once the team reached out to you and successfully confirmed the recent changes made to your information, your **** debit card and Money account was unlocked the following day. Our records indicate that you have had full access to the funds since then. We apologize for the time youve had to spend while waiting to speak with an agent as we are currently receiving a high volume of calls and emails. 
  
  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

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to delete my credit karma account. I do not have a savings or a money account with them. The web page blocked me multiple times so I started a virtual chat with a live rep. ** initially asked for photos of a primary and secondary identifier, which I refused (the chat does not allow images). I asked for a customer service number to which he said does not exist, then said account is deactivated with no confirmation. I am looking to report this and to confirm my account and data are deleted.

  Business response

  01/23/2025

  After researching your account, yes, your account has been deactivated with Credit Karma.

  Customer response

  01/24/2025

  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

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used Credit Karma and Credit Karma money for years. All of a sudden I attempted to log in and my account(s) were deactivated. I have spent months trying to figure out why or how to get my account back. The only answer you get is a generic prerecorded response with no detail. I was told once to try and create a new account for access to my credit score but though my account is deactivated the system says I have an account so I cannot create a new one.

  Business response

  01/23/2025

  Hi *****,

  We do see an account open under Et**********@*********. That appears to have been opened on 1/20/2025, which appears your issue opening a new Credit Karma account has resolved. If you still need assistance please reach back out to us via this BBB or case # 15796645.

*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. ↩