Consumer complaint received 2024-10-01 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SOFI TECHNOLOGIES, INC.
State: NC

Complaint narrative:
My name is XXXX XXXX and I have a complaint against SoFi Bank. I contacted them to let them know XX/XX/year>. I was hacked and lost email access and the phone number was changed, I noticed it on the same day I reported it because it must have happened while I was sleeping the previous night because I received an email from SoFi saying that my phone number has been updated and I didn't do it. So I tried following the instructions to secure the account but I guess it was to late. So I sent an email notifying them about it and a few follow up ones as well. They requested that I call them to finish up with my report so I also called them on XX/XX/year>. It took me several days to get to go through the video verification process because the front facing camera was broken on my phone and I was out of town working and wasn't able to verify my ID for you until several days later. But you and anyone else would think that if I reported that I lost access and the phone was changed that you would have stopped any transactions from happening, and request to the person using my account for them to submit picture ID and go through video verification process in order to make sure that they were not stealing from me. An I thought ( as anyone would ) that once I made report to you that it would be locked and debit card froze until verification of account holder was made. But no they did nothing at all and XXXX days it took me to get home to where I could use my girlfriend phone to go through verification process and if they would have told me that there was nothing that you would do to secure my account when I originally made report I would have made it a priority to get a new phone that day to secure my account because I had recently started payments going to account every other week. An if they would have secured my account on the day I reported it. Instead of not doing anything even though I reported it. That allowed XXXX dollars to be withdrawn in a XXXX hour period through XXXX different cash app account transactions. I regained my account the very next morning after they allowed such suspicious activity to drain my account without blinking an eye at it. So I read that it can take up to 90 days to resolve the investigation and it has been well past that. An still nothing from them. Then several weeks to a month go by and I noticed small amounts of money being slowly drained from my account using different cash app accounts once again. An they knew what cash app account belonged to me because I had had it linked for the whole time prior to getting hacked. So I contacted you via chat and reported all the small cash app transactions from multiple accounts that had been going on for several weeks without notice until I looked through the history of the transactions and noticed over XXXX or XXXX very small amounts and reported them. An they did nothing to reimburse me for all that I lost instead they froze/restricted my account on XX/XX/year>. Then closed it on XX/XX/year> without any reason when I called to assist them with the investigation right before they closed it, they told me that my account is being investigated for all the unusual activity. So I assumed that it was all the XXXX cash app transactions to XXXX different accounts that didn't belong to me plus all the small ones since that I had just reported a week or XXXX before the investigation. But once they closed the account I was told on chat within the app ( that is how most of the communication was except while I was locked out from being hacked, that was when I sent email and called ) I have saved all my emails that I sent them as well as the email from them saying that the phone number was changed on XX/XX/year>. That's what prompted me to contact them. I asked about my disputes when I spoke to the XXXX and he said that investigation for fraudulent transaction can take up to anywhere from XXXX to sometimes 120 days. So I sent another email to them and called them on the XXXX of XXXX and they said they were looking into it! Shouldn't that have been done a long time ago and it's now been another month or now almost XXXX and they are not responding. That's not right I reported it to them before it even occurred to warn them and prevent it from happening in the first place. But they lied and said that they were locking the account and requesting verification and they didn't do anything even when they noticed all those cash app ( XXXX transactions to XXXX different accounts ) that they allowed only XXXX hours after I warned them and they said they locked account. Please please help me get my savings back

Company response to consumer: Closed with explanation