Consumer complaint received 2025-12-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: SOFI TECHNOLOGIES, INC.
State: IL

Complaint narrative:
I initially started a complaint with my Bank XXXX  on XX/XX/XXXX. This was because the Saturday and Sunday prior ( XX/XX/XXXX and XXXX ) a friend XXXX XXXX sent me some funds on SOFI 's feature " pay a friend ''. Which is a direct way that instantly sends money to other Sofi accounts. Similiar to XXXX. I informed them that there were four transactions that XXXX sent me on Saturday, Sunday and tha tmorning of the XXXX. XXXX got the Email confirmations of each. However, I never got any notification or anything on these transactions, The representative informed me they will apaologize for this as it was an internal issue and they would need to look into this. I wa sok with it as we wanted answers and clarification as well. As we have used this feature many times. The week went and no update or response. Friday which was XXXX the XXXX I reached out to see wat updates they had as it seemed to be a reasonable amount of time for an internal search is far more easier than external trace. 

That morning they informed me that ubnfortunatley they had no update as of yet. Which of course I was not satisfied as that should be more than enough time to provide some type of update. It had been 5 days by then. 5 full business days at that. So unfortunatley that was th end of that chat as well. 

I waited the whole weekend until Monday XX/XX/XXXX I still had not gotten any contact by noon. So I reached out again and this time after expalining to the representative and expalining the rep seemed to not understand me or in my opinion not payng attention as they asked me who the merchant was. Keep in mind I had just infomred them that it was from a " pay a friend '' transaction being sent by another Sofi customer. 

The rep demonstrated to not pay attentiono rcare as I informed them that the previous reps and when I spoke to them about this matter. I then asked to be sent to their supervisor. HIs name was XXXX. After he looked at the previous chats and me trying to explain to him multiple times. He informed me that there is no update on anything. He then tried to get me to have the sender send more money and try it to change my number. This was not a prolem before and I did not feel comfotable having XXXX Send more money as they seem to just get held and stuck. 

After expalining htis to him he said soemthing is broken and they need to try and fix it. Which seemed very odd as I would of thought fixing htis woul dnot be done at the expense of the customer having more money held which was the initial compliant anywyas. SO I then got frustrated as that point and may of called him an XXXX, but I felt he was treatingme as such, Not hearing me just like the previous representative demontrated and proven with screenshots. 

I then mentioned I willl be filing a complaint witht he FTC and like agencies. He then started saying it pertainsas to disputes. As if my complaint I have a week prior started was not a complaint or dispute. I told him I mentioned fo rhim to go back on the dates I provided earlier in the chat. Those chats would show what the previous reps and I have spoken of and my initial complaint. At this time then He wanted to say I did not mention regulation E until now. Which I told him if he went back and looked at the chat from the previous represetative just prior and then the chats to previous reps. WHich I assume he did not do thouroughly if at all. 

I then told him I would take this extrenaly as I felt treate dliek I was stupid and an XXXX. That my complaints were not important or significant. XXXX also. I Have these screenshots of this encounter as wel. The firs trepresetative and XXXX. 

I worry that SOFI will retaliate against me after filing htis compliant and make up some reason to close my account that they have not gave any mind to until they get informed of this complaint. As I have used them for over XXXX years now almost XXXX. I more so am disatisfied wuth thesse reps, but do wish to be treated as an equal consumer.

Company response to consumer: Closed with explanation