Consumer complaint received 2024-05-24
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SOFI TECHNOLOGIES, INC. (MI)

Hello, Im reaching out after a complaint I filed with CFPB was forwarded to the OCC. The OCC received it and notified me, informing me that the Complaint was filed in their system ( ID : XXXX ). 

The complaint sat in their system for ove

r six months before they contacted me again - informing me that this complaint should have been sent to the CFPB. I am not sure why these two agencies are both claiming the
other is responsible for my complaint- but since the case is now closed with the OCC Im now sending these again to you, hoping you can assist in my lost {$5000.00}.

As the situation developed I sent in a second complaint, since I haven't received a confirmation email for the first one. 
Complaint id : XXXX Submitted XX/XX/XXXX My name is XXXX XXXX XXXX On XX/XX/XXXX a fraudulent transaction on my SoFi for {$3400.00} was made, and an {$8000.00} loan was applied for in my name. The transaction was marked as fraudulent, although nothing was done about the loan. SoFi changed my checkings/savings account numbers- but did nothing to change my overarching SoFi account. Only someone who had access to my SoFi login could request a loan - and someone with that information would have access to my accounts, regardless of the numbers. On XX/XX/XXXX, my phone number was changed without 2 factor authentication, and a {$5000.00} transaction was made on my account. SoFi immediately flagged it and I was called by a representative to help. I proceeded to spend hours on the phone to verify my identity, and was finally told it would be all set. A few weeks later I was contacted and told that there is no way someone could have changed my phone number with two factor authentication- and since the account numbers were changed they had to be valid transactions. At this point my account was shut down for violating membership terms. I immediately filed a dispute on SoFis decision - and then around two hours later my number was changed again and they began making charges on my credit card. Despite my Checkings/Savings accounts no longer existing, someone still had access to my account. 
I called the SoFi credit card department and they did help me out pretty fast. I had them document the whole situation on my file record. They also informed me that they noted whoever was in my account had continued to make charges while we were speaking on the phone. My credit account flagged it as fraud - but the Checkings/Savings department insisted there was no error, and the {$5000.00} taken from my account would not be returned. They said I could request documentation they used to make their decision/ include further comments. I requested the documents and have reached out repeatedly, but have yet to hear anything back from SoFi. I've contacted multiple departments and have left several voicemails, I've been hung up on by customer service when requesting to hear more about my case, and have even reached out via email/LinkedIn to the CEO and anyone else on the SoFi leadership team with public information. Ive done some research and found multiple threads of people who experienced/ are experiencing an identical issue to mine. In most if not all of the cases I read - their 2 Factor Authentication was compromised. By being able to bypass this, a hacker could change the phone number on the account, and get full access to everything on the SoFi app - Investment funds, Checkings/Savings, Credit Card , Loans, etc.. Although this has happened again and again before, It seems as though SoFi has provided no aid. I've also seen threads of people suggesting they use a more secure third party site for 2FA, and SoFi has responded to these in comments, although has shown no sign of fixing this problem. 
**On XX/XX/XXXX SoFi emailed me and included this : You may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies, or if you have any further questions, please reply to this email or contact us at the number listed below.. As of XX/XX/XXXX SoFi has yet to contact me in any way shape or form with these documents, and I have been unable to receive them after calling the number several times as well. 

The complaint I had filed before this one went as follows : Complaint id : XXXX Submitted XX/XX/XXXX On XX/XX/XXXX I received a notification for fraudulent charges on my SoFi bank account. I said the purchases were not mine and was immediately contacted by a representative. Together the representative and I went through my account and verified all my purchases vs fraud charges, seeing a ( likely ) loss total of {$3400.00} - as well as an attempted theft of an additional {$590.00} that looks to not have gone through after account was frozen. An {$8000.00} loan was also applied to by the hacker and luckily denied. The representative at SoFi told me I would receive an email or call that day to reset my account so Id be all set. The next day I received a call from the same representative with the same news - Id be contacted that day to reset everything. I was never contacted, my account has sat there frozen, a {$3.00} fee was charged since I didnt have enough money in my account after funds were drained- even though I had no control in this and had no one to add new funds to the account. Ive seen several complaints of this process taking months due to lack of communication- and in this case where all charges were verified, I dont understand what the wait is for at all. 

Please help in this situation, and please do not refer it to an agency that will refer it back to you. Thanks.