Product: Checking or savings account

Dear Consumer Bureau, I am writing to formally complain about my ongoing issues with SoFi, which have caused significant distress and financial hardship for my family. 

OnXX/XX/2025, I used my virtual card for work as I typically do. However, when I attempted to purchase lunch later that afternoon, my transaction was declined. Upon checking my bank account, I discovered that a restriction had been placed without any prior notice via email, mail, or phone call. 

I reached out to customer service and was informed by a representative that my joint account was not restricted ; however, my wife, who is linked to the account, had a restriction on her account. When I requested details about the restriction, the representative refused to provide any information. My wife then called customer service and received the same vague response. I was assured that the issue would be resolved by XXXX XXXX and that I would receive a callback, which never happened. 

On that day, my car was running low on fuel, and I work an hour away from home. I called again, emphasizing the urgency of accessing my funds, which are solely from my job as I do not deposit checks into this account. A representative suggested I wait at the gas station and call back in an hour. When I followed up, I received the same response. 

As a result, I felt increasingly anxious about my inability to access my funds, while the bank maintained that my account was not restricted. My wife and I were eventually forced to have her pick me up late at night with our children, causing me to miss an entire day of work due to this issue. 

I have called SoFi daily seeking assistance and requesting to speak with corporate representatives, but my requests have been consistently denied. Many representatives laughed at our situation, showing a disturbing lack of empathy, particularly regarding my wifes need to purchase formula for our child and my inability to get gas. Most of my funds are in my savings account which has nothing to do with anything if its dispute related but they refused me access to my savings account as well. 

After a week of constant calls, I was informed that my account was now restricted due to a dispute I filed. This dispute was initiated back in XXXX for charges that occurred out of state. While some were resolved, others were not because they appeared to involve my wife 's card number. I recently requested a review of the unresolved charges with additional proof of my attempts to contact the merchant. Instead of resolution, I was told my wife had to resubmit the same dispute, as half of the charges were ruled fraudulent, which dates back to XXXX of last year. I'm uncertain where the disconnect is here. We have asked for a new bank account and new card. We have only been able to obtain a new virtual card at best. I asked for the closure of the old account out of fear someone had access to this information and they refused to listen. 

We have diligently followed all instructions from SoFi representatives, yet it seems that there has been miscommunication and confusion on their part. Additional evidence I provided has been dismissed, months later and I feel increasingly frustrated by their indifference. One example is they cant expand screenshots. 

Today, when my bi-weekly paycheck was supposed to be deposited, SoFi representatives informed me that it had not been received, yet I have proof that it was returned. SoFi is unwilling to close the account and issue a check for the needed funds that already exisit or lift the restriction placed in what I feel was a malicous wronf doing. After years of being a loyal customer, I feel deeply wronged by the lack of support and empathy from SoFi, as my ability to pay rent and purchase essential items for my family is at stake and we now have to wait even longer just for my paycheck thanks to SoFI not being able to esculate this after two weeks. 

This experience has led me to believe that SoFi is retaliating against my wifes complaint to Consumer Beuro and others, intentionally prolonging the resolution to our issue, which has caused considerable harm to my family. XXXX XXXX XXXX, I take pride in the work I do, and it is disheartening to see my efforts undermined by the bank 's actions by witholding my earnings and offering no other alternative access to my funds.