Consumer complaint received 2025-06-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: SOFI TECHNOLOGIES, INC.
State: CA

Complaint narrative:
First of all, we are in different t time zones. I am on Pacific and they are apparently on the east coast. Every month I send my landlord {$1000.00} on the last day of the month via XXXX and {$450.00} on the XXXX, I have to do that because of my daily send limit. On XX/XX/year> I attempted to transfer {$1000.00} from my savings to my checking, and then initiate the XXXX payment. Some kind of delay happened, so the money appeared to be transferred between accounts but the XXXX payment kept failing because of insufficient funds. Then I got nervous and tried to move the money back into my savings but I couldnt do that either. Finally I contacted SoFi by chat because their phone lines were closed, and the agent told me he would have to unenroll me from XXXX and then I would have to re-enroll, which we did, and after that my payment went through. The next day, XX/XX/XXXX, I attempted to send {$400.00} ( I was short {$50.00} ), but twice it failed and it said it was exceeding my daily limit. I knew that was not true, so once again I couldnt call so I had to use chat. I explained to the agent exactly what happened and he said the problem occurred because the XXXX transactions were on east coast time, and therefore I needed to wait until midnight EST. It was XXXX  Pacific , so I verified In six minutes? And he said yes, and specifically encouraged me to attempt the transaction again at that time. Of course that did not turn out to be true. The payments failed again, and once again I contacted them by chat. The representative ( see attached screen shots ) was uninformed, unhelpful, and unprofessional. He said multiple contradictory and confusing things, including accusing me of creating a security issue. He also accused me of closing my XXXX account. He accused me of attempting payments when I had insufficient funds. Overall he just repeatedly avoided my questions and kept insisting that he had submitted a ticket to the back office and all I needed to do was wait Then suddenly the chat failed and I could no longer send responses. I started over with a new agent and explained what happened. He also told me he had submitted a ticket to the back office. He insisted there was no security risk at all, and said it was just a simple error that needed to be cleared up. But today when I called I was told no tickets had been submitted! And once again the agent just avoided my questions or told me contradictory things first she said it was a technical error, then she said it was a security risk, and overall she kept interrupting me and insisting she just needed to submit a ticket to the back office. She told me to respect her process. She put me on hold and when she came back she told me I needed to wait two to three business days to receive an email from the security team. She told me not to attempt any transactions before I heard from them I asked her what kind of transactions, XXXX or all transactions? Her response was extremely condescending and sarcastic and I lost my temper ( which was clearly her intention ) and then she hung up on me. Now I have no idea if anyone submitted a ticket, I have no idea whats going on, and I have no idea if its ever going to be resolved.

Company response to consumer: Closed with explanation