Consumer complaint received 2025-10-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: SOFI TECHNOLOGIES, INC.
State: CA

Complaint narrative:
Company : SoFi Bank, N.A. 
Product : Checking or savings account / XXXX XXXX by SoFi Issue : Failure to process stop-payment request, misrepresentation of service, and refusal to resolve ongoing account access issues. 
Date of most recent event : XX/XX/year> Prior CFPB Case Numbers : # XXXX and # XXXX Summary of Complaint : I am filing this complaint against SoFi Bank, N.A . for multiple violations of consumer protection laws, including the Electronic Fund Transfer Act ( XXXX ), the Consumer Financial Protection Act ( UDAAP ), and the California Consumer Legal Remedies Act ( XXXX ). 

This complaint addresses SoFis repeated failure to : ( XXXX ) properly process and honor my stop-payment request for an unauthorized merchant, ( XXXX ) accurately represent the nature and functionality of XXXX Money XXXX SoFi, and ( XXXX ) provide consistent or truthful communication to the Consumer Financial Protection Bureau XXXX 

XXXX. XXXX Money by SoFi Misrepresentation : SoFi falsely claimed in their CFPB response dated XX/XX/year>, that XXXX XXXX by SoFi is a separate product that I do not hold. This is untrue. XXXX XXXX by SoFi is a feature within XXXX XXXX that integrates directly with XXXX checking and savings accounts. My account information and debit card details were visible within XXXX XXXX and confirmed by XXXX own support staff. XXXX refusal to acknowledge this integration misrepresents the service and denies responsibility for functionality failures that originate from XXXX side. 

This misrepresentation violates : - California XXXX XXXX XXXX ( a ) ( XXXX ), ( a ) ( XXXX ), ( a ) ( XXXX ) - 12 U.S.C. 5536 ( Unfair, Deceptive, or Abusive Acts or Practices ) 2. Stop Payment Failure : On XX/XX/year>, I called XXXX to block Homeaglow from charging my debit card. The agent confirmed a block was placed for 4090 days. On XX/XX/XXXX, I called again and was told the previous request had been logged but never activated. On XX/XX/XXXX, XXXX emailed stating they could not stop payment because the merchant was not billing as recurring. Yet they continued to claim in their CFPB response that the stop payment was successfully processed. 

These contradictions show SoFis mishandling of my account and failure to provide the protection they promised. Their shifting explanations constitute deceptive conduct and a violation of : - Electronic Fund Transfer Act ( 15 U.S.C. 1693f ) - Regulation XXXX ( XXXX C.F.R. XXXX ) - Consumer Financial Protection Act ( 12 U.S.C. 5536 ) 3. Pattern of Misrepresentation and Neglect : XXXX previously ignored my XX/XX/year> CFPB complaint ( Case # XXXX ) related to XXXX XXXX access failures. Despite repeated escalation requests, SoFis XXXX XXXX XXXX never responded. Their XX/XX/XXXX response references summarizing prior cases but does not address any of the unresolved issues. This demonstrates a pattern of avoidance, dismissive conduct, and lack of transparency toward regulatory oversight. 

Requested XXXX : - Written confirmation that my XX/XX/year> stop-payment request was never properly activated and explanation for why it failed. 
- XXXX acknowledgment that XXXX XXXX by SoFi is part of XXXX XXXX XXXX interface, not a separate product. 
- Review and correction of internal XXXX support procedures for handling electronic fund transfer error claims. 
- Compensation for wasted time and repeated misinformation. 
- Disciplinary review of the SoFi XXXX XXXX XXXX for misrepresentation to the CFPB. 

Supporting Evidence : - SoFi CFPB Response dated XX/XX/year> ( uploaded file ) - XXXX email dated XX/XX/year>, refusing to stop payment - SoFi call confirmations dated XX/XX/XXXX and XX/XX/year> - XXXX support ticket XXXX ( and related case history ) CFPB Addendum Follow-up to Complaint Against SoFi Bank XXXX XXXX XXXX 
Related Cases : # XXXX ( XXXX XXXX XXXX XXXX ) and # XXXX ( Stop-Payment Failure ) Date : XX/XX/year> I am submitting this addendum to document additional facts and inconsistencies that have emerged since my prior CFPB filings. 

On XX/XX/year>, SoFi submitted a response to the CFPB that contained several false and misleading statements. Specifically : 1. SoFi claimed I do not have a XXXX XXXX by XXXX account. This is false. XXXX Money by SoFi is a feature within XXXX XXXX that links directly to my SoFi Checking and Savings account. The XXXX XXXX app displays my account balances, card details, and related SoFi banking information. XXXX statement misrepresents the integration between XXXX and SoFi and attempts to shift responsibility away from their own platform integration failures. 

XXXX. XXXX claimed that my stop-payment request on XX/XX/year>, was successfully processed. This is also false. When I called SoFi on XX/XX/year>, the agent confirmed that the stop-payment request was logged but never activated by anyone at XXXX. On XX/XX/year>, XXXX emailed me stating they could not stop payment because the merchant ( XXXX ) was not billing as recurring through XXXX. Despite this, they continued to represent the stop-payment request as successful in their CFPB response. 

These contradictions show XXXX misled both me and the CFPB, failed to act on a valid consumer protection request, and attempted to dismiss responsibility by shifting blame to the merchant or to XXXX. 

XXXX actions violate the following laws : - Electronic Fund Transfer Act ( 15 U.S.C. 1693f ) and Regulation XXXX ( XXXX C.F.R. XXXX ) - Consumer Financial Protection Act ( 12 U.S.C. 5536 Unfair, Deceptive, or Abusive Acts or Practices ) - California Consumer Legal Remedies Act ( XXXX. Code XXXX ( a ) ( XXXX ), ( a ) ( XXXX ), and ( a ) ( XXXX ) ) - California Unfair Competition Law ( XXXX. & XXXX XXXX XXXX ) I am requesting that the CFPB review XXXX XX/XX/XXXX response for accuracy and compliance, and consider their pattern of deceptive and contradictory statements in evaluating my case.

Company response to consumer: Closed with explanation