Consumer complaint received 2024-04-30
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SOFI TECHNOLOGIES, INC. (NY)

- I opened a new account with SoFi Bank ( https : //sofi.com/ ) on XXXX XX/XX/year> and provided all requested information. 
- I opened a Checking and Savings account with them, the Checking account included a debit card which was to be posted to my address within 7-10 business days. 
- I had full access to my account. 
- On the XXXX of XXXX {$15.00} was moved into the account to test it worked correctly. Funds were visible in the account. 
- I waited for over 10 days until around the XXXX XXXX and my card didn't arrive so I contacted customer support to request an update. They sent a second card, without any explanation of why the first card never arrived. My address never changed and was validated by the agent as being correct. 
- In my profile I can see the card delivery update, this never changed from pending- I waited around 7 days and again no card arrived, so I contacted customer support once again. The connection was lost with the agent, but a third card was ordered. 
- On the XXXX XX/XX/year> {$2000.00} was moved into the account form a third party. 
- I had full access of the account, but didn't attempt to do anything such as move funds. 
- A few days passed and I contacted customer support again to request an update, they informed my that a third card was ordered, I requested the issue to be escalated. Once it was clear that the issue wasn't going to be escalated nor the agent provided any remedy I grew suspicious of the bank and decided to close my account, I told the agent to cancel the order and I wished to close the account. 
- That same day I attempted to move my funds out of the account. The banks user interface makes it hard to move funds out, but I was able to locate the wire transfers feature. They offer funds transfer via XXXX XXXX. My other bank, XXXX was not offered via the XXXX XXXX. 
- Having no success via the transfer feature I attempted to use the 'pay a friend ' feature and move money into my Wife 's bank. This was blocked. I became very worried that my funds where stolen or locked for some reason. At this point I had XXXX trust in this bank and wanted my funds moved out ASAP. 
- I contacted customer support either on the XXXX or XXXX XXXX and requested my funds to be moved out of the account immediately by any means due to a lack of trust, no debit card being received and poor customer service. The agent was helpful and suggested a few ways to achieve this, none of them worked and the ticket was escalated and I was told the issue would be looked into urgently. 
- The agent suggested I attempt to link the account via the XXXX app as SoFi system was down. I attempted this. 
- I was contacted by SoFi via mobile on the XXXX XXXX. I missed the call but received a voice mail requesting me to contact them. 
- I logged into my account on the XXXX XXXX and noticed it was locked and I was unable to move funds out. 
- I attempted to link the account via XXXX XXXX  ( another bank as I was so despite to get my money out ) and connection was rejected. I also received an email form XXXX stating the connection was unsuccessful. 
- That same day I contacted SoFi and was told that my account was frozen due to suspicious activity the agent was incredibly rude and provided no explanation as to why, nor acknowledged that I was in fact the one that originally raised this issue with them. She informed me that it would 'take some time ' to review and hung up on me. 
- I called back and requested further information, none was given nor was my issue escalated. XXXX information was given as to why this was happening. 
- I allowed 1 business day for them to investigate the issue and provide an update. 
- Today, the XXXX XXXX I called once again and was given zero explanation as to why my account was frozen. I informed them that I was going to contact the authorities as this, in my view is fraud and illegal as I'm still unable to access my funds, nor been provided with a reason as to why, nor given any estimated time it will take. 
- I'm now left with no other choice by to contact any and all authorities to help me retrieve my money.