Consumer complaint received 2026-03-11 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: TN

Complaint narrative:
Financial Institution : SoFi Bank Account : Checking ending in XXXX / Debit card ending in XXXX Amount in Dispute : {$90.00} Date of Charge : XX/XX/year> COMPLAINT : I am filing this complaint against SoFi Bank for violations of the Electronic Fund Transfer Act ( EFTA ) and Regulation E ( 12 CFR Part 1005 ) in connection with an unauthorized {$90.00} charge posted to my checking account on XX/XX/year> by XXXX XXXX XXXX and SoFi 's subsequent failure to properly investigate and resolve my dispute. TIMELINE OF EVENTS : On XX/XX/year>, I signed up for a XXXX XXXX XXXXday free trial using my SoFi debit card ending in XXXX. I cancelled the subscription before the trial period ended. My XXXX Account confirms the subscription status as XXXX.On XX/XX/year>, XXXX attempted to charge my account. The charge was declined due to insufficient funds. On that same date, SoFi sent me an in-app alert asking whether I had authorized the XXXX charge XXXX I responded NO, explicitly stating I did not authorize it. Under 12 CFR 1005 and 15 U.S.C. 1693, oral and in-app notice is legally sufficient to trigger full error resolution obligations. SoFi received my denial through their own alert system, placing them on legal notice that any future XXXX charges on my account were unauthorized and required my explicit consent before processing.On XX/XX/year>, XXXX attempted the charge a second time. It was declined again. XXXX then sent me an email confirming my account was suspended due to failed billing. At this point there was no active subscription, no active service being rendered, and no valid authorization to charge my account.On XX/XX/year> at XXXX XXXX, XXXX sent an email stating " Your XXXX TV membership is good to go access restored and billing resumed. '' I never saw, initiated, triggered, or authorized this restoration. My XXXX account shows no activity by me on or near this date. This restoration occurred on the same day my {$3800.00} federal tax return deposited into my SoFi account.On XX/XX/year>, {$90.00} posted to my checking account ending in XXXX. This charge is unauthorized for the following reasons : I cancelled the free trial before it ended and never reactivated the subscriptionI explicitly denied authorization through SoFi 's own in-app alert system on XX/XX/year>, placing SoFi on legal noticeXXXX XXXX own records confirm my account was suspended no active subscription existed to billThe charge posted on XX/XX/year>, which is 11 days before what would have been the next scheduled billing date of approximately XXXX, proving this was not a standard recurring billing eventMy SoFi account activity contains XXXX XXXX TV usage, confirming no service was ever rendered to meSoFi did not alert me to the XX/XX/year> charge until approximately XXXX hours after funds were taken, directly limiting my ability to respond and dispute promptly, in violation of 12 CFR 1005.11. SOFI 'S VIOLATIONS : On XX/XX/year>, I contacted SoFi and opened a dispute. SoFi 's own written confirmation described the dispute as an " unauthorized debit card transaction. '' SoFi then unilaterally changed my dispute classification from " unauthorized EFT '' to " cancel recurring '' without my knowledge or consent, stripping me of my full Regulation E protections and leading to a wrongful denial on approximately XXXX XX/XX/year>, I submitted a formal Regulation E dispute letter citing 12 CFR 1005.11 with all supporting evidence. SoFi reopened the dispute and issued a second denial on XXXX, claiming in their " final determination '' that " no error occurred. '' This determination is factually and legally unsupportable given all evidence on record. Specific violations : 12 CFR 1005.11 ( b ) Changed dispute type without consumer knowledge or consent12 CFR 1005.11 ( c ) Failed to conduct a reasonable good-faith investigation12 CFR 1005.11 ( d ) Issued multiple wrongful denials without valid basis15 U.S.C. 1693e Processed charge after consumer had revoked authorization via SoFi 's own system 12 CFR 1005.11 Failed to provide timely notification, delaying my ability to dispute HARM CAUSED : XXXX XX/XX/year>, I have spent an estimated XXXX hours including approximately XXXX hours today alone gathering evidence, taking screenshots, engaging in online chats, writing dispute letters, and working to understand my legal rights after being repeatedly told by SoFi that I had no valid grievance. This has required significant personal time and effort that has directly impacted my daily life.This ongoing dispute has caused me severe emotional distress, including heightened anxiety and XXXX XXXX. I have spent multiple sleepless nights attempting to compile evidence, understand SoFi 's reasoning, and determine how to protect myself. At XXXX point I was so uncertain about my standing that I asked a SoFi agent whether I had done something wrong not because I had, but because SoFi 's repeated denials caused me to question myself despite clear evidence in my favor. This kind of consumer psychological harm is a recognized form of actual damages under EFTA. RELIEF REQUESTED : Full refund of $ XXXXthe unauthorized charge Statutory damages of {$1000.00} per 15 U.S.C . 1693m ( a ) for SoFi 's willful violations of Regulation EActual damages of {$1400.00} for approximately XXXX hours of personal time spent resolving SoFi 's violations, calculated at a conservative rate of $ XXXX/hour Actual damages for emotional distress including documented XXXX and XXXX directly caused by SoFi 's repeated wrongful denials and mishandling of this dispute, amount to be determined but no less than {$1000.00} Punitive damages for willful and pattern misconduct SoFi 's behavior, including processing a charge after receiving my explicit denial of authorization, deleting XXXX decline history from my account, and changing my dispute type without consent, reflects willful disregard for consumer protection law no less than XXXX XXXXComplete copies of all investigation records, notes, agent communications, and findings related to this disputeImmediate correction of my account records and dispute classification Total damages requested : No less than {$5900.00} ATTACHMENTS : Trial signup email, XXXX Account XXXX status screenshot, XXXX account XXXX email, XXXX " restored XXXX email ( XX/XX/year> XXXX ), SoFi account activity showing XXXX XXXX TV usage, SoFi dispute confirmation email confirming " unauthorized debit card transaction, '' all SoFi denial letters, formal Regulation E dispute letter ( XX/XX/year> ), and all supporting screenshots.

Company response to consumer: Closed with explanation