ComplaintsforCredit Karma, Inc.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My credit karma spend and savings accounts were frozen on 7/15/24 after I noticed a password change on my account on 7/9/24. A few days later after chatting with credit karma and simply being told to change my password, I started a case to request a new virtual card just in case whoever got into my account obtained it. Then on 7/15/24 i received an email sayinf my account has been locked and to submit information to verify my identity. I do so, then 3 hours ago and i check my banking app My credit karma spend account has not just been locked, its been frozen. I called 4 times about the issue and was told the case was sent to a specialized team. I webchatted about it and was told nothing could be done on their end and to call the number. The fraud team is only used to gather and disperse information. I was told that within 6 hours all devices accessing my account will be kicked off of my account. What? That should have been done the day I changed my password, the day that my account was accessed. Have they not been kicked off of the account after changing my information? That's ridiculous. It doesn't *********** hours to do. Every other website kicks other devices off when you change your password.7/16 I called credit karma after 6 hour timeline had not been fulfilled and was told to continue waiting. I called mvb bank who stated they would escalate things with credit karma after much push back and being told to wait ***** hours. It is ridiculous that it takes this long to resolve a frozen account. Whoever has accessed my account still isn't kicked out of my account either, I know because I haven't been kicked out of the app yet. I've called 9 times today. This needs to be resolved immediately! This is my only checking account and where all of my money is!

  Business response

  07/23/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond. 
  
  Per our investigations team your password and accounts numbers have been updated. Your account has been unlocked as of July 17, 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

  07/23/2024

  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

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been dealing with intuit crd Credit, karma and Turbo tax for months. Now there's been fraudulent charges taken in my account. They made jumping through hoops to send them numerous times information screenshots of me and my IDE and my screenshots of me with my credit. My debit card selfies numerous times numerous information of mine. At any time I got weeks and then go back and we didn't go back to the room right away. And the same old thing that it makes me jump through hoops and pull up some blues. I still haven't gotten any of my money back. The data breached that they had a little while back. I've stinked the still being hacked. This is getting ridiculous because I'm having one authorized charges out of my account. There's nothing about it. Nothing to credit me back. My my money and they forced my account all my money in the account. I can't get any money out of it and just keep telling me some more information from information more information or the hang up on me. This is getting really ridiculous.

  Business response

  07/19/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond. 
  
  Per our investigations team the review of disputes ID #****** for $888.90 and ID #****** for $8.89 have been completed. These disputes have been accepted and are in the process of being finalized.
  You will receive a final determination once the process has been completed.
  
  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

  07/19/2024

  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

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My account was hacked and someone stole 3400 from me. I am still waiting on my money to be returned.

  Business response

  07/23/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond. 
  
  Per a review from our investigations team your account has been closed as of July 22, 2024. Dispute ID- ****** has been accepted and finalized. You should receive the funds into your funding account within 2-3 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

  07/23/2024

  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

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had over two grand probably close to three taken from my spend account and I did not authorize those transactions. I had at least 15 transactions made by a place called B2 services credit Karma denied my dispute. I had just gotten that money days before for my tax refund and I just lost my job the month before, I had been waiting on my tax refund for a while just to have $3000 give or take stolen for me and now they wont give it back. I am not very happy. Im very upset. I have bills to pay and rent pay. Im going to be homeless , I just want my money back. And if I resubmit the dispute, I cant give any additional information because all my stuff just vanished from my account. I dont know if it was closed because I was still able to log on, but cannot see anything in my spend account it just says learn more. I cannot see transaction history, nothing its all gone, so how am I supposed to provide additional information?

  Business response

  07/17/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per our investigations team our records indicate that your account has been closed. 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. 
  
  The Disputes ID numbers ******, ******, ******, ******, ******, ******, ****** have been accepted and finalized as of July 8, 2024. 
  
  Three checks totaling $2170.38 have been issued to the mailing address on file on July 9, 2024. You should receive them within 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.
  
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had multiple fraudulent charges on my spend account. I disputed the charges. The fraud department said I made these charges which is not true. I believe that credit karma didnt do a complete investigation to look into it. Credit Karma did not look up an ip address to trace the locations of said transactions. My current money is frozen, and I cant even use it. I uploaded what credit karma sent me which a list of disputes that were denied. I asked to speak with someone in their fraud department they said they only communicated by email. If they had an actual fraud department I would be able to speak with them.

  Business response

  07/16/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per our investigations team a review has been completed. 
  
  Dispute ID ******- A chargeback has been completed. If the funds are received from the merchant they will be credited to your account. Please keep in mind that a charge back can take up to 120 days to finalize.
  
  Dispute ID ****** and Dispute ID ******-
  Both disputes are below the chargeback threshold. You will receive a response once the disputes have been finalized. We have expedited this process.
  
  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

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 06/12/2024 I went on my Credit Karma account and on my Dashboard there was a link that said I had "outstanding approval odds" for a credit card (Credit *********************** recommended to me by them (Credit Karma). I clicked on the link to check it out, because there was a green ribbon-like sign above the card displaying the words "Karma Guarantee". I read all of the fine print, I didn't just jump into a credit card application without being 100% certain that guarantee would apply to me. They guaranteed I would get approved or they would pay me $50* (* in the form of a gift card, which I would have to wait for some email instructions on how to redeem and be eligible and so on). So I applied, and unfortunately was denied. I immediately contacted via email Credit Karma's customer service to check what exactly was the process for getting my $50, because I hadn't just taken a blow to my credit score for nothing, and I knew for a fact I was eligible for the guaranteed payment. They replied (06/17/2024) confirming that I was in fact eligible for the Karma Guarantee payment, that they had confirmed with the banking partner mentioned above about my declined application and that they would be sending me an email with instructions on how to redeem the giftcard, which I would have 90 days to do so. I replied "when will I get that email?". No response. I wrote again 06/21/2024 "Still no email, if I don't receive it, I will contact the BBB". 6/27/24 I receive "We need documentation establishing your application was denied"....(say what now?? You said you confirmed!?) SO I send them what they requested, plus screenshots of THEIR email to me stating they had already confirmed this. 07/3/2024 "Thanks for your reply, we'll email you instructions soon, you'll have 90 days to redeem. Take care." So today I'm finally reporting them.

  Business response

  07/12/2024

  We do understand your frustration however please note per the terms and conditions provided with all Karma Guarantee offers it can take up 90 days to receive gift card payment. We are working diligently to provide all members with their payments selection emails. Thank you or your understanding.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I open an account with ********************** for 8 months. On July 4 I received notification from the bank saying 3 separate charges was on my account that someone stole $930 from my account on a cash app account call *************************** the money was sent to this person cash app that I did not have the authorization to. I call and email Credit Karma and they are taking forever to get my money that was stolen from my account. Someone hacked my account went on line and change the phone number. Someone that works in credit karma is stealing peoples information and money. I need my money asasp.

  Business response

  07/16/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per our investigations team a review has been completed. The provisional credit deadline has not yet been reached. It could take up to 10 days to receive the credit to the account. 
  The resolution of Dispute ID ****** has been expedited and a chargeback has been completed. If the funds are received from the merchant, they will be credited to your account. Please keep in mind that a charge back can take up to 120 days to finalize.
  
  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

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today June 9th 2024 I transferred money into my credit karma saving account which banks with MVB, as soon as the money was available credit karma locked my saving account and spending account leaving my $10,000 in there and I am not able to get access to it. My account was frozen for no reason, I just opened that account up. Its a big red flag how my account was frozen as soon as they got the $10,000 in there. I called multiple time today and was told I would get an email from the higher *** about it and there is nothing that can be done. I have done research about this and found that this happened to a lot of people, and it takes them months and months to send their money back. This is an ***** for me and a huge amount of money frozen, this seems like a fraud, I am not able to pay my bills. I know credit karma main bank is MVB bank and I have contacted them they said they cannot do anything about it.

  Business response

  07/15/2024

  Thank you for submitting your complaint through the Better Business Bureau BBB and for allowing us to respond.
  
  Per our investigations team, a review has been completed. Your account is currently unlocked and on July 7, 2024 you transferred  the funds out of your Credit Karma Money Save account back into your 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

  07/15/2024

  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,
  
  Love ****

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit Karma have provided false reports, fraudulent score systems. I received email stating my score has increased, but when I attempted to get into my account, nothing worled. I then proceeded to go to Experian; not only did my score not increase, It went down even though I disputed all the collection companies that I owe nothing to due to the fact that I never had a contract with any of them. This is not fair. They have insurance and the original accounts are all closed. It's a total racket. I have no written contract with Midland Credit Management or Portfolio Recovery. I would appreciate if Better Business Bureau intervene for a resolution.Thank you,***********************

  Business response

  07/11/2024

  Thank you for reaching out to inform us of this issue. Unfortunately, I am not able to make any changes in our system.However, we work closely with our partner, Equifax, and they can address any questions or concerns you may have identified on your Equifax credit file. Please contact Equifax directly by calling: ***** Equifax (378-4329).Once you are connected with their agent, please let them know you have identified a discrepancy through your Credit Karma account. They will then access your most recent Equifax credit report and will work with you to address your concerns.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6/29/24 I got a notification asking did I complete a transaction of ****** at Circle K? I responded no and froze my card and requested a new one. Credit Karma took my info and told me they had to investigate, it has been more than a week now and they had the nerve to deny my claim. I dont authorize anyone to use my card, I filed a police report and I will close my account once my ****** is given back to me. Ive been conducting business with Credit Karma for about 5 years and this is horrible how theyre treating me. I get the run around every time I call. I just want my money and they dont have to worry about me ever again.

  Business response

  07/12/2024

  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 final credit in the amount of $180.00 was posted to your Credit Karma Money account on June 8, 2024. Please continue to respond via the submitted case number ******** if you require any further assistance.
  
  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. ↩