Consumer complaint received 2017-03-28
Company: Social Finance, Inc.
State: CA
Product: Consumer Loan
Sub-product: Installment loan
Issue: Managing the loan or lease

Complaint:
Here is the letter I sent to Sofi, where they refused to fix my issue. 
I was treated unfairly and lied to by Sofi. They promised me twice that I would not have a 30 day derogatory on my credit report and they will not lift the 30 day late. 
I do not have any denial letter from them as they have not provided me anything in writing. I have tried desperately to ensure that my credit was not " dinged '' and called Sofi IMMEDIATELY to keep my payments current and on time. Sofi refuses to fix the problem they advised me they would fix and lied to me. I am now seeking the help of the Federal Government to help me as the institution will not. 



Hello XXXX - Needless to say this has now wound up with you. I will be contacting the CFPB if I do not receive a satisfactory response from someone at your firm with regards to my credit being corrected. 

Here is my story. 
In XX/XX/XXXX, I called to advise you of a payment that would bounce on my account. I had received notice on my side but on your side it did not show yet. I wanted to make a payment as soon as possible in order to avoid a 30 day late. 
I made my payment over the phone as promised. When I called to make this payment, the associate said that if I made the payment that day I would avoid any kind of 30 day late ( you can pull the call recording ). 

Last week I pulled a copy of my credit report and noticed that my credit was reflecting a 30 day late. I was told that this would not happen, so I immediately called you all. 

I spoke with a man ( unfortunately I did not get his name ) who advised me that the issue would be resolved and that my credit would be fixed so as to not have a 30 day late on my credit report. He advised me that he would send me an email advising me of the correction. 

Since then, I have not received an email or phone call of any resolution from Sofi. 
I then decided to email you all for status. The first email I received from XXXX told me to contact XXXX. Dead end. Ironially - I did file a dispute with all XXXX credit bureaus who advised me that the error would not be corrected. 
The second email I received from XXXX stated that they were unable to locate my account and to email from the email address on file, which I then did for my 3rd email. The email I received from XXXX stated that the record was " true '' and that I could call you to discuss. 

I called yesterday to follow up and was on hold for about 20 minutes before I was disconnected. I called back and asked for a return call and the associate called but did not leave a message. 
Today I called and was on hold for another 20 minutes before the associate advised me that they did not have anyone available ( for another 20 minutes ) and that they would call me back. 

Needless to say this is an absolute headache. All I want is my credit fixed as promised. It appears no one wants to read notes to abide by what was promised to me. I made my payments on time and have done my part to always ensure that I am in good standing with you. I wish I could just get that in return. 

Again, next stop will be CFPB if the response I receive is insufficient. The funny part about all this is that I was initially very impressed with your customer service. My husband and I are starting to shop around for a 1st mortgage and I considered contacting you all. After this experience, I will not be doing that. 

XXXX XXXX

Company response to consumer: Closed with explanation