Consumer complaint received 2025-11-05 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: VA

Complaint narrative:
On XX/XX/year>, I received a phone call that appeared to come from SoFi Bank. The caller impersonated a SoFi representative and claimed that unauthorized debit card transactions had been made on my account. Soon afterward, I discovered that my SoFi account password had been reset without my authorization.

Within a short time, multiple fraudulent transactions were made from my account, including two unauthorized wire transfers ( one to a XXXX XXXX  account and another to a XXXX XXXX XXXX XXXX account ), two unauthorized debit card transactions, and three ATM withdrawals. I did not authorize or initiate any of these transactions and did not knowingly share my account credentials with anyone.

I immediately contacted SoFis customer service through the app and by phone to report the unauthorized activity. I provided transaction details, screenshots, and proof of identity. Despite promptly reporting the fraud, I have not been reimbursed for the stolen funds. These losses caused significant financial disruption to my household.

Under Regulation E, consumers are protected against unauthorized electronic fund transfers when reported in a timely manner. SoFi has not fulfilled its obligations to investigate and reimburse these losses urgently in accordance with that law.

I also filed reports with law enforcement and the FBIs Internet Crime Complaint Center ( IC3 ) regarding this incident. Both agencies were provided documentation of the fraudulent transactions and the affected accounts. 

IC3 Submission ID : XXXX XXXX XXXX XXXX XXXX  Report Control Number : XXXX Wire Transfer # 1 Amount : {$50000.00} Recipient name : XXXX XXXX Recipient account number : XXXX Recipient address : XXXX XXXX XXXX XXXX, FL XXXX Receiving bank : XXXX XXXX XXXX XXXX Wire routing number : XXXX Bank name : XXXX XXXX XXXX XXXX Bank city & state : XXXX, VA Wire Transfer # 2 Amount : {$50000.00} Recipient name : XXXX XXXX XXXX account number : XXXX Recipient address : XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX bank Wire routing number : XXXX Bank name : XXXX, A DIV OF XXXX XXXX XXXXXXXX XXXX  city & state : XXXX, VA ATM Transaction # 1 : XXXX XXXX XXXX  ATM Amount : {$180.00} Transaction. Date : XX/XX/year>. 
Description : XXXX XXXX XXXX Terminal location : XXXX XXXX XXXX XXXX XXXX, FL Date authorized : XX/XX/year> Transaction ID : XXXX ATM Transaction # 2 : XXXX XXXX XXXX ATM Amount : {$400.00} Transaction. Date : XX/XX/year>. 
Description : XXXX XXXX XXXX Terminal location : XXXX XXXX XXXX XXXX XXXX, FL Date authorized : XX/XX/year> Transaction ID : XXXX ATM Transaction # 3 : XXXX XXXX XXXX  ATM Amount : {$400.00} Transaction. Date : XX/XX/year>. 
Description : XXXX XXXX XXXX  Terminal location : XXXX XXXX XXXX XXXX XXXX, FL Date authorized : XX/XX/year> Transaction ID : XXXX Debit Card Transaction # 1 : XXXX # XXXX Amount : {$2900.00} Transaction. Date : XX/XX/year>. 
Description : XXXX XXXX XXXXXXXX Merchant : XXXX XXXX XXXXXXXX Terminal location : XXXX XXXX XXXXXXXX, AZ Terminal ID : XXXX Date authorized : XX/XX/year> Transaction ID : XXXX Debit Card Transaction # 2 : XXXX XXXX XXXX  Amount : {$3000.00}. 
Transaction. Date : XX/XX/year>. 
Description : XXXX XXXX XXXX Merchant : XXXX XXXX  XXXX Terminal location : XXXX XXXXXXXX, XXXX, AZ Terminal ID : XXXX Date authorized : XX/XX/year> Transaction ID : XXXX

Company response to consumer: Closed with explanation