Consumer complaint received 2025-06-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: SOFI TECHNOLOGIES, INC.
State: MD

Complaint narrative:
I am submitting this complaint as the person who initiated and funded a mortgage payment that SoFi has failed to properly process and apply. Although the mortgage account is in my mothers name, the payment in question was made directly from my personal bank account, and I am the party who experienced direct harm due to SoFis mishandling of the funds. 

On XX/XX/year>, I submitted a one-time ACH payment of {$1400.00} from my bank account to SoFi Mortgage to cover a scheduled mortgage payment on behalf of my mother. The transaction was successfully posted on XX/XX/year>. My bank confirmed that the payment was completed successfully, with no return, dishonor, or reversal. A valid ACH trace number was provided to SoFi and is available as part of this complaint.

SoFi repeatedly insisted the issue was with my bank or insufficient funds on my end, despite my bank confirming multiple times that the payment was successfully posted and never returned. I called my bank twice, and each time they verified the payment was valid and provided consistent confirmation. I provided SoFi with a screenshot of the posted transaction and submitted the official trace number. Despite having all of this in their possession, SoFi continued to deny responsibility and refused to initiate a proper review.

My bank confirmed : The payment was successfully initiated and posted.

There was no return request or dishonor notice from SoFi. 

No return codes ( e.g., XXXX or XXXX ) were generated. 

The trace number provided is sufficient for institutional investigation. 

Despite this, SoFi has failed to credit the payment and has inaccurately labeled it as dishonored due to NSF/UCF . They have not conducted a standard XXXX trace, and instead demanded that I provide a Bank Transmittal Form, which is not issued to consumers and is not necessary for resolving this type of payment issue. 

SoFis response has been procedurally improper and dismissive. A representative explicitly stated, we dont return money we take money were a mortgage company, refusing to acknowledge the possibility of an internal error. When the issue was escalated, the Resolution Department still refused to initiate a trace or apply the payment based on the provided information. 

There is also concern that SoFi may have received the funds but misapplied them internally, possibly as a principal curtailment without instruction. If true, this would confirm the payment was accepted and simply recorded incorrectly, further validating that no dishonor occurred.

This conduct violates basic expectations of financial due diligence and consumer protection. It reflects a failure to act in good faith and investigate a legitimate payment dispute. This is concerning under : The Electronic Fund Transfer Act ( Regulation XXXX ) The XXXX Operating Rules Consumer protection standards prohibiting unfair or abusive financial practices As a result, I am now associated with a payment XXXX claims was dishonored, even though my funds were valid, withdrawn, and never returned. My rights as the funding party have been ignored, and the burden of resolution has been wrongfully placed on me. 

I respectfully request that the Consumer Financial Protection Bureau : Hold SoFi accountable for failing to follow accepted dispute resolution procedures and for issuing unreasonable documentation requests.

I have exhausted all reasonable steps to resolve this directly with SoFi. I now request the Bureaus intervention to ensure a fair and lawful resolution.

Company response to consumer: Closed with explanation