ComplaintsforCredit Karma, Inc.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a credit karma money account, save and spend. I decided to choose a credit karma money account when I filed my taxes in 2021. Everything was going well with the card, so I decided to use it as a card for all my needs, deposits, etc. At the end of July 2021, I exceeded the limit of transfers and was locked out of my account till the following month. I completely understood and waited patiently for the next month. August 1 2021 comes and I prepare to transfer funds from my savings to clear my negative balance and pay my rent. I was not able to and received an F16 error stating my account was frozen. I contacted Credit Karma by phone and a representative sent me an email to send Identification forms stating it was because of a prepaid account that I had linked to my account. I sent my forms by email and my account is still Frozen as of now. I would like to access my funds because I really need to pay my rent. If someone could assist me.

  Business response

  08/10/2021

  Thank you for reaching out to us through the BBB. We completely understand your concern regarding the access to your account due to the security lock on your account, especially when it comes to paying bills. 
  

  Our records indicate that your account was unlocked on 8/5/21 and you now have access to your funds in which we are glad. The protection of your account and funds is a priority of ours and we sincerely apologize for any inconvenience and understand if there was any frustration that prompted you to reach out to the BBB. 
  Your patience was greatly appreciated and we thank you for choosing Credit Karma Money. If you have any question or other concerns, please feel free to reach out to us through our online Help Center and we will be happy to assist you. 
  

  Regards, 
  Credit Karma Member Support 
  

  
  

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit karma debit card was lost and I called to get a new one and found out my card had been used so the transactions was disputed and i got a new card but my dispute was denied in a couple days which I don't think it was really investigated and because this happen I am not able to pay my bills and I want this to be reopened and looked into the right way I am willing to send in my driver's license to show I didn't make these transactions and I would never let anyone use my card

  Business response

  08/11/2021

  Thank you for reaching back out through the BBB and we understand your concern regarding your dispute.
  After further review, our dispute team has completed their research regarding your disputed ATM (Automated Teller Machine) dispute number ****** . 
  Our team investigated and decided to reverse our decision and approve your dispute. You should see a credit in your account within the next 48 hours.
  Sincere apologies for any inconvenience or frustration this may have caused. We appreciate your membership with Credit Karma. Please feel free to reach back out for any further assistance through the existing email chain or through our online Help Center. 
  
  

• Initial Complaint

  08/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  June 20th I disputed a $10 transaction which I received my money back to. A week later they locked my debit card and member support failed to provide me a new one for over a month. During that time I also, at random, was flagged by the fraud department and my spend account has now been frozen for a month. I provided account details to my linked bank account, which is just a PayPal account and also provided a photo copy of the front and back of my driver's license. I've called credit karma member support every single day for the past month for answers as to what's going on, why my account is frozen and still frozen after providing all the information they needed. I've lost my home. I've had my phone shut off. I lost my insurance and got my car impounded since I had to miss my secretary of state appointment for new tags. I still have no clue why my account got frozen in the first place but this has taken a huge toll on my life and they have fixed nothing.

  Business response

  08/11/2021

  Thank you for reaching out to us through the BBB due to the security lock on your Credit Karma Money Account. We completely understand your concern regarding the access to your funds. 
  Our records indicate that our Member Support Team is assisting and have reached out to you regarding information that needs to be submitted for verification and review of your account for unlocking. The protection of your Credit Karma Money account is a priority of ours and we appreciate your patience with this security procedure. 
  You can respond through the existing email chain with the requested information or with any questions you may have as we look forward to helping you resolve this matter. 
  
  

• Initial Complaint

  08/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve been using the credit karma app for about three months now and at first it was awesome like help me clear up some mom some fraudulent things on there and even my credit scores went up so then I kept trusting him and then they had me start with that money save account which now there’s also money spend it’s basically a savings and a debit account why put money in the money save and then they froze it like three weeks ago and I haven’t been able to access it every time I called it sounds like I’m talking to somebody in another country I don’t know if they outsource that or what but I get the same runaround that it’s going to another department but they can’t give me the departments number and I can’t find any more help and actually it’s even hard for me to get through to that number because it keeps want me to complainThrough messaging but it asked for my birthday and it won’t let me type in my birthdate like as soon as I put in my ear it and I hit submit it cancels it out and then

  Business response

  08/10/2021

  Thank you for reaching out through the BBB regarding the security lock placed on your account. We understand your concern regarding the accessibility of your account and funds. 
  
  Our records indicate that your account is now unlocked on 8/6/2021 and your funds are now available for immediate usage. 
  
  We're sorry that you received service that prompted you to contact us, and we regret any inconvenience or frustration that your experience has caused you. 
  
  To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we've notified the proper channel with your feedback. Your patronage is important to us, and we hope that you'll continue to give us opportunities to serve you.
  
  

• Initial Complaint

  08/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Money was taken out of our bank accounts on the name of Credit Karma. I dont have any business relations with Credit Karma. We want Credite Karma to investigate, remove any accounts on our name/s and refund all money taken out of our bank accounts.*************** & Naga Lakshmi Obilichetti

  Business response

  08/05/2021

  Hi Babu & Naga,

  
  Thank you for reaching out to us through the Better Business Bureau to address your concerns. We noticed your complaint is regarding a banking issue with Credit Karma, Inc., but your complaint was filed with us, Credit Karma **** **** If you filed your tax returns with another tax software provider and that account is related to a Credit Karma Save or Money account, or a transaction related to Credit Karma banking transactions, this complaint is an issue with Credit Karma, Inc.

  
  In late 2020, Credit Karma, Inc. was purchased by ******* **** (the maker of TurboTax), while Credit Karma **** **** (the maker of Credit Karma Tax) was sold to ******* **** Because of this Credit Karma **** and Credit Karma Tax **** are two totally separate companies. 

  
  Since we (Credit Karma **** ****) dont offer any banking products and we can find no record that you filed a 2020 tax return with us, we recommend filing a complaint with the Better Business Bureau using the business name Credit Karma, Inc. so you can receive a resolution from Credit Karma, Inc. We would love to resolve this situation for you as quickly as possible; however, were not able to provide a resolution to your complaint since the issue you are experiencing is not with us. 

  
  We hope that a resolution is provided to you as soon as possible by Credit Karma, Inc. and hope that you would consider filing your tax return(s) for free with us next year.

  
  Best,

  
  The Credit Karma Tax Team
  
  

  Business response

  08/31/2021

  Hello Babu & Naga,

  Thank you for taking the time to contact us through the BBB.  Upon receipt of your complaint, we attempted to locate a Credit Karma account but could not locate an account under your name. To investigate further, we have contacted you by email requesting additional information. 

  Please respond to that email and our Support Team will promptly assist you in resolving this issue or you can submit a new case at: https://support.creditkarma.com/s/newcase.  
  
  

• Initial Complaint

  07/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account is completely frozen all the money I have and I have 6 children. We need food but they froze my account over a direct deposit. I sent them my ID front and back Monday like asked and now all communication has stopped. This isn’t fair or right and damn sure shouldn’t be legal. I’ll call customer service and all they say is there is no number for them the only way to contact is through the email they sent you. Yet still nothing.

  Business response

  08/09/2021

  Thank you for reaching out through the BBB. We completely understand your concern about your account and funds due to the security lock on your Credit Karma Spend account. 
  Our records indicate that your spend account was unlocked on 8/3/21 after your account was reviewed and we are glad that you have access to your funds. The protection of your account and funds are a priority of ours and your patience was greatly appreciated.
  

  We sincerely apologize for any inconvenience this may have caused and understand if there was any frustration that prompted you to reach out to the BBB. We have relayed your feedback to the appropriate channels so our Representatives service our Members with professionalism, empathy and efficiency. 
  

  If you have any questions or need any further assistance, please feel free to reach out through our online Help Center and we will be happy to assist you. 
  Regards, 
  Credit Karma Member Support 

  
  

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took advantage of Credit Karma's debit card function. I deposited $500 usd it immediately was frozen they asked for my identification, which was promptly send. They still froze my account and I have sent 30 emails since and have not received 1 response, I call and received no help other than someone will respond to me by email, still nothing.. I need my money and

  Business response

  08/03/2021

  Thank you for reaching out through the BBB. We completely understand your concern about your funds regarding the security lock on your account. 
  

  Our records indicate that your account was unlocked on 8/3/21. We sincerely apologize for any inconvenience this may have caused and understand if there was any frustration which prompted you to reach out to the BBB. 
  

  We appreciate the feedback of your experience and it has been relayed to the proper channels so our representatives service our Members with efficiency and professionalism. We thank you for being a Credit Karma Member. If you need any further assistance, please feel free to contact us through our online Help Center. 
  

  Regards, 
  Credit Karma Member Support 
  

  
  

• Initial Complaint

  07/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit Karma has frozen my account despite there being no strange activity or fraud associated. I have been trying for weeks to get an explanation, and my money! They refuse to tell me why they have taken my money, or when/if they’ll give it back! They agreed to send a check after I commented on their Twitter account, but they refuse to cash it! They have stolen close to 3,000 from my family! They sent me an email stating my account was closed due to a violation they have yet to explain. They also assured me my money would be sent to my account within 5 business day, but still they are keeping my money.

  Business response

  08/07/2021

   Thank you for reaching out to us through the BBB. We completely understand your concern regarding the access to your funds after closure. 
  Our records indicate our Member Support Team has reached out to inform you that a  check was written for the two amounts and it has been cleared on our end on 7/30.  The amount of $494.55 from your Spend account trace ID number is *************** and the amount of $2,501.52 from your Save account transaction trace ID number is ***************. It may be possible that your external bank has put a hold on the funds. Please call your bank to mitigate.                      
  
  We sincerely apologize for any inconvenience and appreciate the feedback of your experience. It has been relayed to the proper channels so our staff services our Members with empathy, efficiency and professionalism. 
  We appreciate you being a Credit Karma Member. If you have any questions, please feel free to reach back out through the existing email chain or through our online help center.
  
  

• Initial Complaint

  07/30/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rude customer service Hanging up on multiple calls Refused to give employees I'd, including supervisor Refused to transfer me to a higher supervisor Rude an d inappropriate wording

  Business response

  08/10/2021

  Thank you for contacting us through the BBB.  Credit Karma strives to provide the best service to all of our members and are sorry that we didn’t meet your expectations.  
  Our records indicate that you now have access to your Credit Karma account , your Credit Karma Spend account and your debit card was activated on 8/1/21. We sincerely apologize for any inconvenience and understand if there was any frustration that prompted you to reach out to the BBB. 

  We acknowledge that this was not the best experience for you and welcome your feedback. We will continue to instill to our representatives to service our Members with high regard and urgency when needed.
  

  Please let us know if you have any other questions or run into any further issues accessing your account and our Member Support Team will be glad to assist. 

  
  

• Initial Complaint

  07/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently did an annual credit report check and found that my credit was being checked consistently 2-3 times a month on Credit Karma since 2017. I am not the one checking my credit on Credit Karma. I have not used this platform for any of my credit services since approximately ****. I would like to put an end to this and close all access to anyone including myself on this platform. This is the only remedy and call to action that I am seeking at this time. Please help me put an end to this identity stalking, harassment, intrusion and in some cases theft. It would be greatly appreciated. If these needs cannot be met, I am looking for a settlement payment for the mental anguish that this has caused.

  Business response

  01/07/2022

  Hello Cressida, 

  Thank you for taking the time to contact us through the BBB.  Wed like to assure you that Credit Karma values your privacy and security.  We take fraud very seriously and quickly deactivate any accounts believed to be opened fraudulently.

  Upon receipt of your complaint, and the additional information you provided we were able to locate an active Credit Karma account and the account in question was deactivated, you were notified on 08/05/2021. 

  Were sorry for any inconvenience or frustration this may have caused you.  If there is any other support we can provide please feel free to reach out to us at https://support.creditkarma.com/s/newcase

   

*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. ↩