Consumer complaint received 2024-09-11
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SOFI TECHNOLOGIES, INC. (TX)

XX/XX/year> I was given a gift of XXXX XXXX XXXX  in the form of a paper check from my mother- {$1200.00} I use SoFi online bank and have been a customer for years and never had any problems with them and always had accommodating customer service interactions.

I go to make my mobile deposit as I have always done with no issues. My mobile deposit is rejected because I am trying to deposit over my daily limit of {$1000.00} .... 
OK, since when did I have a daily limit? I have never seen this before- why was I not made aware of this? Especially now that it is restricting my transaction ability, and I will have to ask my XXXX yr. old mother to re-send two separate checks?! What a hassle for all! I connect with and agent on the chat and am now told that all accounts have different limits and are judge by a " criterion '' ( unknown to the customer ), and that SoFi is running soft credit pulls on its customers monthly and those limits can change. I asked if they could make a onetime exception/adjustment to my limit so I can make my deposit without having to jump through more hoops and wait for new checks. No- absolutely not, we do not have that ability. They asked if I had any other online bank I could use - I belong to XXXX  I go to make the deposit, and I notice I have a deposit limit of {$20000.00}. So why, is the bank I use for everything cranking down on my ability to deposit? Without my knowledge, without warning or communication, and without my consent to be constantly running soft credit pulls on me, seems like serious overreach, and possibly discriminatory. The chat agent does file a complaint on my behalf. ( attached ) I then decide to call in to speak to a live person and speak to a CSR who really echoes the same as the chat agent and her hands are tied and she is unable to offer me any support or resolution as this is " above her paygrade ''. I ask her to then speak to her supervisor or whoever is above her pay grade who can help here. She forwards me to XXXX an account manager. He immediately took an arrogant and intimidating tone with me, as if I was unjustified in being upset with all of this happening over just trying to make a simple deposit, which I am sure I have deposited more than this before! He kept speaking over me, increasing his volume, and refusing to listen to my concerns, and just robotically kept repeating the same answer over and over, only louder. I asked him to provide the criterion I am being judged against on a monthly basis - he refused, I asked him why I was not informed this was happening on a monthly basis and limits being changed on my account with notifying me? - refused to answer. He admitted to AI being used to employ these policies. Clearly cost cutting and have stopped using people who can apply critical thinking, discernment and customer service values. 

I asked him his name - and I thought he said XXXX - when I repeated XXXX, he barked at me saying NO IT IS XXXX I asked him to spell it. I asked to speak with his supervisor, he refused, I asked for his supervisor 's name, he refused, I asked what office he works out of and her refused, siting he does not have to give that to me, and it is for his safety. Never once did I threaten this person. This was an unbelievably stressful interaction and nothing I have ever experienced from SoFi- not sure what has happened to the values of this company, but this was the WORST experience I have ever had with SoFi, they have always been helpful, accommodating and flexible.

There is no transparency whatsoever by SoFi regarding this entire situation and policies affecting it.