Consumer complaint received 2025-01-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SOFI TECHNOLOGIES, INC.
State: MI

Complaint narrative:
My wife fell victim to a scammer who contacted her via email and telephone. She first received an email which contained the letterhead of Sofi Bank stating there appeared to be fraudulent activity on her card and that she should expect call. Later that day she received a call from someone sating they were calling from Sofi security. Unfortunately, that call turned out to be from someone not related to Sofi. During that call my wife provided information that allowed that person to gain access to our joint account. These contacts occurred between the dates of XX/XX/XXXX & XX/XX/XXXX. On XX/XX/XXXX while reviewing the automatic deposit of my check, I noticed several charges to our account via XXXX that neither of us had authorized but corelated to the fraudulent charges that were described in the previous call. I immediately had my wife call Sofi to inquire about the status of the investigation as I listened in on the call. During that call we determined that this was the first contact with Sofi and that they were not who we had been speaking with previously. 
The sofi security representative had no record of the previous calls we referenced. It was determined that the previous calls were fraudulent and that we would need to " restrict '' our account while this was investigated. We were told if during the investigation it was found that these charges were indeed unauthorized, we would be reimbursed. It was also suggested that because the perpetrator had full access to our account for a period of time, once it had been determined and the charges were reversed we close the accounts and transfer the money to a new account. 
After hanging up from this call I reviewed the activity in our account more closely and found two additional charges that were in process from a virtual debit card that was used for purchases at two XXXX stores in Georgia. There were 6 separate XXXX charges made totaling {$990.00}, a {$1900.00} charge to an XXXX XXXX in GA that had cleared, and another {$1900.00} charge to a different XXXX store in GA that was in process. 
I appreciate that they quickly determined that the charges were unauthorized. 
However since then neither my wife or I have been able to get any further information indicating when the restrictions will be lifted from these accounts so that we can transfer the money out and continue with our banking needs. 
One of us has called daily to try to call for updates on the status and we have been provided none. Each call we are told that they will ley us know when there are updates and that is all the information that can be provided. When we request to escalate this concerns to someone other than the call center, we are told we will receive calls back which never come. When we request that our call be transferred to a customer concern representative we are told that is not an option. We do receive emails. However, the only information provided in the email is that is under review and they can't provide any further information. These emails come from a " do not reply '' address. So follow upo is not an option.

In the meantime we have bills such as our mortgage, utilities, credit cards, and medical bill that are presenting for payment which we are unable to pay because the bank is restricting our access to our funds. This could lead to late fees and other issues that arise when you don't pay your bills on time. We have more than enough available to pay these bills, but we can't access it and we don't know when we will be able to again. The emergency fund we had established in our savings is useless to us if we are denied access to it by our bank. 
In this situation we feel like we were first a victim of the scammers. Now we feel like victims to our bank who is holding our money captive indefinitely. 
I began recording each of my telephone conversations with the bank for this matter after I realized they were unwilling to provide the information I am requesting.

Company response to consumer: Closed with explanation