Consumer complaint received 2024-10-17 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: SOFI TECHNOLOGIES, INC.
State: AZ

Complaint narrative:
I opened a personal checking account with SoFi Bank sometime in XXXX of 2024. I transferred some funds into the account through various channels, and planned to use this account to keep track of some specific expenses separately from my other accounts. On XX/XX/scrub> 2024, I received an email from them saying my account was frozen, and I needed to contact them. When I called, they questioned me about a XXXX account I had linked to the account. It had been flagged because the username on the XXXX account was not my personal name -- and in fact the XXXX account is owned by my husband ( we are legally married and we file taxes jointly ; we have a joint checking account at another bank ). SoFi did not give me an opportunity to provide documentation showing these facts ; they informed me that my account was pending closure because I had violated their terms of service, and I would not be able to access the funds. They provided no estimate of how long the account closure process would take, and refused to even upon questioning.

I asked them what will happen to the money in the account ( over {$5000.00} ). They said the funds will be sent " back to the remitter ''. Some of the funds in the account had been transferred in via the XXXX account in question, but {$2000.00} of the money was deposited via personal checks from my other checking account at another bank ( those checks have both my name and my husband 's name, and obviously the checks were made out TO me -- it was certainly not a violation of their terms of service to make this kind of deposit ).

I have called COUNTLESS times since then. I get the same lines every time : " We can not provide an estimated timeline of when the account will be closed. Someone from the internal review team will contact you if they require any further documentation ''. Apparently their " internal review team '' does not have a direct phone line or a mailing address, so there is no way to contact them directly. I have not been contacted by the " internal review team '' through any channel -- phone, email, or text -- and they have all of my most up-to-date contact information.

I'm aware that in the absence of any evidence of CRIMINAL activity, they are actually violating the law by seizing my funds and barring me from accessing them. *Obviously* my actions are not criminal activity -- I accidentally violated their terms of service. And since the XXXX account in question is owned by legal husband, I'm not even sure that I truly DID violate their terms ; however, they haven't given me the opportunity to support this statement with documentation.

At this point, I don't care to enter into any kind of process with them where I try to prove that I didn't violate their terms. I just want them to send the funds from the checking account " back to the remitter '' as they have said they're going to ( " the remitter '' is in fact ME/ my husband 's XXXX account ), and close my account. I want nothing to do with them going forward, as this has been the worst customer experience I have ever had with a bank. It's been over 6 months since this fiasco started and NOTHING has changed.

Company response to consumer: Closed with explanation