Product: Checking or savings account

I received a call on XX/XX/year>, around XXXX XXXX  from Sofi Bank, saying it was a Sofi agent. I checked the number they were using, and it showed that it was a number from their customer service, they were saying that my credit card had some transaction with a large amount, and they were trying to stop by tracing the IP address and they asked me to log-out from my online banking so it will be easier for them to trace it. They asked me not to log in for 1-2 days so they could trace who was hacking my account. I saw my credit card has a {$19.00} charge from XXXX, which is unauthorized by me and made me believe that they are working on the security of my account. They said, they froze and voided my credit card and said they replaced it with a new one for safety and it would be expedited so I could use it back again. They issued me a case ID # because they said I would receive a call again and they would ask for the case ID #, I received a call again on the same day, around XXXX XXXX or XXXX XXXX, and confirmed what was happening to my account. The next day they called again at XXXX XXXX gave me a tracking # for the card replacement, reported what happened to my checking account, and said that they were still working on it and tracing the IP address and tried not log-in back so it would be easier for them to trace it. After that call, I waited until the next day XX/XX/XXXX, I did not receive any from them so I decided to call them back and that's when I found out that it was a phishing scam because when I was telling them my case ID and all these calls I have received from one of their agent, they sound like they don't know what I was talking about. That's when we were passed onto many agents to figure who we need to talk about this fraud. The Sofi agent did a report to submit to their investigation team which lead to our account to be restricted until further notice from them. We also called the other Bank ( XXXX XXXX  XXXX  ) as shown on the transaction where the withdrawal was made. So we had XXXXXXXX XXXX XXXX block it since we never did those transactions as it was not authorized by us. 

There was a withdrawal of {$5000.00} and another {$6500.00} on XX/XX/XXXX, total to {$11000.00}. 

XX/XX/XXXX- Reported the unauthorized withdrawal of {$11000.00} from our Checking and savings account. It was a joint account, we talked to at least 10 different SoFi Bank agents and different departments for 3 hours and 15mins. including a couple accounts managers whoever we needed to talk to and report what happened. We were given a case number that same day and said that it will be under investigation by the back off team. Our account was also restricted to this day. 

XX/XX/XXXX- We called to follow up, an agent we talked said that the account restriction will be lifted and they sent us a link to verify our Identification. And said that our case is still under investigation which we understand. 

XX/XX/XXXX- We called to follow up to see if there is any news, they said it is still under investigation from their back off team. We request for a provisional credit since most of our funds is that bank and our bills are coming up. They said, they notated it and will process the request. And we will received emails once it's approve. 

We also request to disputed a {$19.00} credit card transaction on the same bank that was also unauthorized. It was process and said it will be between 3-10 business days before it may return to my account, XX/XX/XXXX- We called to follow up for the status of our case and as well asking for the provisional credit. 

XX/XX/XXXX- We called to asked for a follow-up on our case and keep saying it is notated and the provisional credit was also requested. And we also asked why our account is still on restriction when we were told it would be lifted, and they said it is still under investigation. 

XX/XX/XXXX- We called and asked for the provisional credit since our bill is coming in two days and we have not enough funds to cover. The agent said he will put our request in priority and that our case is still under investigation. 

XX/XX/XXXX- We called and asked for the provisional credit and follow up on our case since it is the XXXX day which we should have any result or if there will be further investigation, they should ask us any more information to gather to help in there investigation but there's none, they just keep saying " it is still under investigation. '' This time, the call lasted for 2 hours, during which we were transferred between different departments and agents. Eventually, we spoke with a dispute department agent who assisted us in processing our dispute and informed us that the process would take " 3-10 business days or more if necessary. '' Despite our persistent efforts and multiple calls, no one had previously guided us through the necessary steps or taken the required actions on their end to resolve the issue on time. 

We were surprised to learn that a dispute process was initiated yesterday because, despite reporting this issue on the first day, none of the agents we spoke to informed us that a dispute needed to be filed. Instead, they consistently stated that the matter was under investigation by the research team. Despite multiple interactions with various agents, no one assisted us in initiating the dispute process. It was only on the 10th day that we discovered a dispute had not been filed and that we needed to take action.