Consumer complaint received 2026-05-19 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: LA

Complaint narrative:
I, XXXX XXXX, submit this unified statement regarding unauthorized transfers from my SoFi account, the theft of my funds through Chime, and SoFi Banks repeated failure to comply with its obligations under Regulation E ( 12 CFR 1005.11 ). The facts of my case demonstrate not only mishandling of my dispute, but a pattern of systemic noncompliance in SoFis disputeresolution process. -- - What Happened On XX/XX/year>, XXXX unauthorized transfers occurred involving my SoFi account : XXXX AM + {$33.00} ( unauthorized incoming transfer ) XXXX AM + {$520.00} ( unauthorized incoming transfer ) These transactions were not authorized by me. At the time they occurred, I had no access to my phone, SIM card, XXXX ID, or any of my financial accounts due to a compromise documented in my XXXX case file. I was locked out of all authentication methods and could not have initiated, approved, or verified these transfers. -- - How the Theft Occurred ( Chime Fraud Mechanism ) During the same timeframe, the thief used Chime as the receiving and laundering platform for stolen funds. The fraud pattern involved : Unauthorized transfers routed into Chime Movement of funds through XXXX XXXX XXXX XXXX cycling of funds to obscure the source Final cashouts through Chime Pay to the fraud recipient This pattern is consistent with SIMswap account takeover + moneymule laundering. The timing of the Chime activity aligns directly with the unauthorized SoFi transfers and the period when my device and accounts were compromised. SoFi never reviewed or considered this crossplatform fraud evidence, even though it directly supports that I was not in control of my device or accounts. -- - My Dispute Timeline XX/XX/year> I filed my first dispute with SoFi immediately after discovering the unauthorized transfers. XX/XX/year> I submitted a formal request for reinvestigation, as SoFi did not properly address the unauthorized activity. XX/XX/year> I submitted additional evidence, including my XXXX case documentation confirming SIM/number compromise. SoFi never acknowledged receiving this evidence. XX/XX/year> I sent a followup email requesting confirmation that my XX/XX/XXXX evidence was included in the investigation. I received no response. -- - Regulation E Violations SoFi is now well past the Regulation E deadlines and has failed to comply with multiple requirements under 12 CFR 1005.11, including : 1005.11 ( c ) ( 1 ) failure to conduct a prompt and reasonable investigation 1005.11 ( c ) ( 2 ) failure to issue provisional credit 1005.11 ( c ) ( 3 ) failure to provide timely results 1005.11 ( d ) failure to provide a written explanation 1005.11 ( e ) failure to consider consumerprovided information These failures occurred repeatedly across multiple submissions and followups. -- - Evidence of Systemic NonCompliance The following failures indicate institutionlevel deficiencies, not isolated errors : No provisional credit issued No timely investigation No written results letter No acknowledgment of evidence No communication during the investigation No review of crossplatform fraud indicators ( Chime ) No consideration of SIMswap documentation No adherence to Regulation E timelines This pattern suggests that SoFis disputeresolution process may be systemically noncompliant with federal law.

Company response to consumer: Closed with explanation