Product: Money transfer, virtual currency, or money service

On XX/XX/XXXX, I sent {$1.00} from my SOFI account, via a " pay a friend '' function, to my partner 's XXXX bank account. SOFI asked for an email address for the recipient so I entered her email address. She got an email that I had sent her money, she entered her account number and routing number. She promptly received the {$1.00} successfully in her account. Knowing that this {$1.00} transaction worked, we went ahead with a second transaction ; on XX/XX/XXXX, I sent her a second transaction of {$4900.00}. She entered the exact same account number and routing number. 

Here is where things get fishy. The amount is deducted from my account on XX/XX/XXXX but she never gets the money in her account. After waiting a few days, I call SOFI on XX/XX/XXXX and tell SOFI that my partner does not have the money in her account. I am told to be patient, even though the prior {$1.00} transaction arrived very quickly. They open a ticket and after the call, they send me an email ( XX/XX/XXXX ) : -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - XXXX XXXX, Thank you for previously contacting SoFi. I am following up regarding your transaction research request ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). 

At this time, you can provide trace number XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  to your external institution to help locate this missing transaction and have them reject the funds if needed/wanted. We do regret any inconvenience this may cause you but hope the information was helpful. Thank you, and have a wonderful rest of your day! 

This line of communication is now closed and new replies will not be received, but we truly value your SoFi XXXX. If you have any other questions or concerns, please contact us via chat or call XXXX. Our XXXX XXXX is available XXXX and can assist with future questions through our mobile app and website. 

Thank you, SoFi XXXX XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - On XX/XX/XXXX, I receive an email from XXXX from SOFI, stating : Hi XXXX XXXX, I hope this message finds you well. We want to thank you for bringing your concerns to our attention. We understand the importance of locating the missing funds from an unreceived XXXX a XXXX transaction and are committed to resolving the issue as quickly and efficiently as possible. I understand providing the XXXX XXXX XXXX XXXX XXXX did not help in finding the funds so a dispute was filed on the transaction. As long as an investigation is not needed, you can expect a resolution in XXXX business days. If an investigation is needed, a resolution can take up to XXXX business days. Please keep an eye on your email inbox as that is how our back office team will be communicating updates to you about updates this dispute. 

Please rest assured that we are reviewing your complaint. Your patience and understanding during this process are greatly appreciated. 

Thank you for your understanding and cooperation. 



Kind regards, XXXX -- -- -- -- -- -- -- -- -- -- -- -- - No updates happen. 

On XX/XX/XXXX, I call SOFI again to tell them that my partner does not have the money in her XXXX account. SOFI issues another " investigation '' and opens a ticket. They say that all they can do is provide me the XXXX government trace ID # which is XXXX digits. SOFI says that it is out of their hands because the money has been sent. SOFI says it is XXXX " responsibility and that I should contact XXXX with the trace ID #. A few days pass by and still nothing. On XX/XX/XXXX, I call XXXX with my partner and we are told, by a supervisor, that the {$4900.00} is apparently sent to an account number ending in XXXX, which we do not recognize. My partner 's XXXX account number ends in XXXX. My partner reiterates that she is XXXX XXXX positive that she entered the right account and routing number ; the same account and routing number that she used to successfully receive the {$1.00} transaction on XX/XX/XXXX. After some time on the phone, they tell us that they can see that she entered the exact same account number and routing number for both of the transactions when she accepted the money transfer from me. The person on the phone says they will start a claim and at this point, we are given a XXXX trace #. The supervisor states that something is suspicious here and that this is not normal. We are told that it would take up to XXXX business days for a response and action to take place. On XX/XX/XXXX, my wife calls XXXX to check up and she is told that they are still investigating. The representative double checks the contact information and the best time of day to reach her once any updates/results are found. 

Today is XX/XX/XXXX. It has been now XXXX  days and my partner has not received a single communication from XXXX. The {$4900.00} is not in my partner 's XXXX account nor has it been returned to my SOFI account. 

Today, XX/XX/XXXX, she calls XXXX again and they say that they can not do anything and that the funds are " lost ''. 

After this, I decide to call SOFI. I speak to an account XXXX who tells me that they can not do anything because the money is out of their hands. He tells me that we have to go back to XXXX and talk to a supervisor. I state that we have done this. He states that he is sorry about this but that he can not help further. 

Together, we have spent countless hours with no result. We have been given the run around. We can provide screenshots of our account to show that the {$4900.00} transaction is not in my wife 's account and as of XX/XX/XXXX, it has been deducted from my SOFI account.