Consumer complaint received 2024-04-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: SOFI TECHNOLOGIES, INC.
State: FL

Complaint narrative:
Hello my name is XXXX XXXX and I am very dissatisfied with the way Sofi Bank handled my most recent disputes with XXXX. I have been a loyal customer for with XXXX since XXXX and felt like I could trust them with my funds but they way they investigated my claim is remarkably unbelievable. In XXXX while scrolling through XXXX I came across an Ad that caught my attention ; XXXX - a social gaming platform that offers a variety of online games. The platform is designed to be used for entertainment purposes only, and users can play games with virtual currency known as " Gold Coins. '' However, users can also purchase " Sweeps Coins, '' which can be redeemed for cash prizes. So I thought wow lets give this a try I love playing games and winning prizes sounds great. Well little did I know that they were going to make it seem like I was winning so I could keep playing while they continued taking my funds. So after I won a big prize of $ XXXX I decided to play in a tournament which is against other players and so I gave myself a budget of {$1500.00} which really wouldve been {$500.00} as I had won $ XXXX already. Well heres where it all began. So while I was in the tournament I kept trying to purchase different packages ranging from $ XXXX {$500.00} but I kept getting error popups stating my payment failed to try again. Heres is when I decided to reach out to their support to question what this error was about. The agent I spoke to stated it was my financial institue denying the payment and stated that if I see the transaction as pending to not worry because they didnt go through and would disappear within 24 to 48 hours. I thought nothing of this as its happened with many stores before, she stated that my profile transaction history is what matters. So I believed her and continued attempting to purchase the games I would just have to try my payment serval times before they would load it into my balance. I kept very good calculations of what they were loading as I wanted to make sure not to go over the budget. So once I reached my budget I had won a total of {$2900.00} in sweeps which redeemable and eligible for pay out. So thats what I did I entered my banking credentials and called it a night as I was happy with my prize. Well 24 hours pass by then 48, and even 72 and all the transactions went from pending to posted and thats when I panicked. I immediately reach out to their support and informed them of all the unauthorized charges they had committed, I kindly for help on my account, they stated it was an error on their end and promised to fix it but never did. After multiple emails they started ignoring me. Once I informed them I was going to file a dispute they deactivated my account with every single game and coins I had purchased I have proof of all the gold coins I purchased and them screenshots of my prize which they never even attempted to deliver. I then started investigating this website and found so many other victims. Thankfully I have our all our emails and conversations and the proof that they're a fraudulent website that states their located in the US but are actually not. 
I purchased so many goods and they were NEVER received. In fact they stole every single dollar I spent on them and deactivated my account after multiple request for refunds. After sending them multiple emails they started ignoring me. Once I informed them I was going to file a dispute thats when they completely closed my account. After further investigation I come to find out they've done this to thousands of people, they're a fraudulent website that even states theyre located in the US but are actually in XXXX XXXX I now have no access to my account so everything I purchased was gone! Their last email is pretty much blackmailing me and telling me to cancel my disputes or I'll never be able to access my account. This is a very evil company who has not only lied about its services but also failed to deliver the goods that I paid for with my hard earned income!! With that being said I filed the dispute with XXXX immediately but they failed me XXXX XXXX They never not once asked my for my conversation with other them or all the proof I had that I did not authorize these transactions. They never once contacted me to get further details or ask any questions. I was told just to wait for a letter by XX/XX/XXXX. On XX/XX/XXXX I received an email from them stating they investigated and found no error and denied my claim. So pretty much the only thing they did was reach out to a fraudulent company, ask if the transactions were unauthorized, company said they were and believed them. The fact the they never once reached out to me, to help me prove myself, the customer funding their bank is what bothers me most. And to top it off I get an email stating my account was being closed. It looks like they dont want to put up with my claim and are trying to throw it away. Im truly disappointed. Please see the attached conversations with XXXX, transaction history that shows how many payments were denied but actually taken out my account and Sofi bank. Thanks for your time and I hope we can get this resolved soon.

Company response to consumer: Closed with explanation