Credit Karma Support & Feedback

[Mint8771]

Had a weird experience with CK chat support, but I received an error in submitting feedback. Tried to find any other way to give this feedback with no luck. Turbo Tax has this community, that’s about it. It will probably get nowhere, but I have to post it at this point.

Here’s what I attempted to send to CK’s support email…

I just finished a Credit Karma support chat experience… but I wasn’t able to leave feedback due to an “error” and was supposed to “contact my admin” due to the error. Except, I’m a user, not anyone who has any idea who an admin is.

I rated the overall experience 3/5 stars (because I was able to finally change my email address on my account, but not without “pulling teeth”).

I rated the agent “expert” interaction with Jose / Joseph I a 1/5 stars. Here was my written review:

——

Issue not resolved. I was told to open a new chat even though I have access to all my info, just entered the wrong email upon chat-start. I was told to not send inappropriate messages, when I didn’t send any. (?) I jumped through hoops to change my email. Finally got back to the original concern to be told my concern about Turbo Tax’s intrusive interfacing in spite of me already having filed my taxes via a professional “might” be escalated. Empathy lacking. Screenshots of UI concern in the Credit Karma app provided. My only hope is that TT doesn’t get MORE belligerent after April 15th, thinking I’ve still yet to file my taxes. No need for this level of invasiveness.

——

Attached are the screenshots provided in my chat with Jose today, PLUS a screenshot of the feedback screen in chat error message.

I didn’t WANT to spend my morning doing this… I could have just given up and shrugged. But working in software/tech myself, with products/services users interface with, and dealing heavily with the voice of the customer in my day to day job, I could not - in good conscience - keep feedback to myself anymore about my frustrating experience with Turbo Tax’s invasion of Credit Karma, with no obvious way to quiet the TT aspect - even Joseph didn’t know how to do it. 

But at least he “might” but an improvement request in to higher management.

Thanks for your attention, I hope you have a great rest of your day and tax season!

[Raph]

@Mint8771 Thank you for letting us know, and providing the feedback. We've escalated this to our internal teams to address.