Consumer complaint received 2026-05-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: SOFI TECHNOLOGIES, INC.
State: VA

Complaint narrative:
MASTER TIMELINE & CASE SUMMARY XXXX XXXX v. SoFi Finance LLC Account # XXXX / XXXX Phone : XXXX Date Prepared : XX/XX/XXXX CASE OVERVIEW Consumer : XXXX XXXXXXXX XXXX : SoFi Finance LLC, XXXX XXXX XXXX, XXXX XXXX XXXX CA XXXX Merchants in Dispute XXXX XXXXXXXX XXXX / XXXX XXXX / XXXX XXXX Limited Total Amount XXXX XXXX XXXX XXXX {$2600.00} Number of Disputed Transactions : Approximately XXXX Original Dispute Filed : XX/XX/XXXX CFPB Complaint : Filed being updated XX/XX/XXXX XXXX Complaint : Being filed XX/XX/XXXX Legal Action : Commencing XX/XX/XXXX ABOUT THE MERCHANTS XXXX XXXX is a sweepstakes casino platform operated by XXXX XXXX XXXX XXXX XXXX Limited is an XXXX entity based in XXXX XXXX Charges appear on bank statements under three descriptors : XXXX XXXX XXXX XXXX XXXX XXXX XXXXl Limited The entity does not appear to hold a recognized United States gaming license XXXX confirmed terminal location appearing on statements : XXXX XXXX, XXXX XXXX COMPLETE CHRONOLOGICAL TIMELINE XX/XX/XXXX Original Disputes Filed Approximately XXXX disputes filed with SoFi totaling approximately {$2600.00} Disputes relate to charges from XXXX XXXX XXXX XXXX XXXX XXXX XXXX Limited No provisional credits issued XXXX begins denying disputes without providing any opportunity to submit documentation Appeals filed on denied disputes XX/XX/XXXX XX/XX/XXXX Pattern of Misconduct Begins During this period the following occurred repeatedly : Disputes denied without notice or opportunity to respond Disputes reopened on appeal then closed again sometimes within a single day resetting the XXXX investigation window each time Approximately XXXX hang-ups by SoFi representatives and supervisors during calls SoFi representatives and supervisors repeatedly stated XXXX Provisional credits would be issued XXXX never happened ) Disputes were being backdated to XX/XX/XXXX ( never happened ) Everything was filed correctly ( proved false upon every follow-up call ) XXXX provisional credits issued throughout this entire period XX/XX/XXXX Disputes Properly Re-Filed After speaking directly with a XXXX representative, disputes are properly re-filed and submitted for full review XXXX sends email confirmation acknowledging the following claim : Account : XXXX Merchant : XXXX XXXX Transaction Date : XX/XX/XXXX Amount : {$7.00} XXXX dispute approved final credit issued : Transaction ID : XXXX Terminal Location : XXXX XXXX XXXX XXXX Amount : {$10.00} Final Dispute Credit When contacted about the approval, SoFi representative states it was issued by an automated computer system and remaining disputes could still be denied No explanation provided for why XXXX dispute was approved while XXXX identical disputes were not XX/XX/XXXX First Formal Demand Letter Sent to SoFi ( See Attachment XXXX ) Key demands made : Complete reinvestigation of all disputed transactions Reversal of duplicate and unauthorized charges Issuance of provisional credits Preservation of all records Block on future transactions from these merchants Written explanation of all dispute denials XX/XX/XXXX Second Formal Demand Letter Sent to SoFi ( See Attachment XXXX ) Key points made : Approved dispute Transaction ID XXXX cited as precedent Demanded consistent treatment of all XXXX remaining disputes Documented failure to issue provisional credits since XX/XX/XXXX Referenced approximately XXXX hang-ups and repeated misrepresentations Placed SoFi on notice of imminent legal action XX/XX/XXXX Accounts Closed / Mass Dispute Denials This is the most critical date in the case. SoFi closes banking account while active disputes are pending SoFi closes cryptocurrency account while active disputes are pending Banking account reopened approximately XXXX minutes later XXXX account remains closed to this day no explanation provided XXXX disputes opened and denied as final all between XXXX XXXX and XXXX XXXX within XXXX hours No specialist review conducted No contact made with consumer No opportunity provided to respond Remaining XXXX disputes from XX/XX/XXXX remain pending XX/XX/XXXX Final Notice of Demand / Legal Action Letter Sent ( See Attachment XXXX ) Key points made : Documented account closures as potential retaliatory conduct Documented mass denial of XXXX disputes in XXXX hours Demanded immediate reversal of all XXXX denied disputes Demanded immediate restoration of cryptocurrency account Formally notified SoFi of legal action commencing XX/XX/XXXX XX/XX/XXXX Supervisor Call / Refusal to Identify SoFi representative identifying herself as account manager/supervisor/specialist contacted During call she : Refused to provide her name or employee ID when directly and repeatedly asked Spoke in circles and refused to answer direct questions Refused to explain why Transaction ID XXXX was approved while XXXX identical disputes were denied Stated account is going to be closed notification to come by email Claimed all disputes are currently open contradicting yesterdays mass denial When placed on notice that all disputes must mirror the approved dispute, stated that was being taken care of Complete telephone recording of this call has been formally demanded and must be preserved XX/XX/XXXX Final and Absolute Demand Letter Sent ( See Attachment XXXX ) Key points made : Named SoFis deliberate timeline gaming tactic explicitly Documented todays call and supervisors refusal to identify herself Demanded full and final credits on all XXXX remaining disputes as mirror image of approved dispute Demanded immediate cryptocurrency account restoration Demanded preservation and production of todays call recording Confirmed legal action commencing today XX/XX/XXXX CFPB Complaint Updated ( See Attachment XXXX ) Comprehensive update submitted to CFPB documenting entire timeline from XX/XX/XXXX through XX/XX/XXXX. KEY EVIDENCE SUMMARY Item Details Original dispute date XX/XX/XXXX Total disputed ~ {$2600.00} Number of disputes XXXX transactions Provisional credits issued {$0.00} NONE Approved dispute Transaction ID XXXX, {$10.00} Disputes denied XX/XX/XXXX within XXXX hours Disputes still pending XXXX Hang-ups by XXXX XXXX XXXX Banking account closed XX/XX/XXXX reopened XXXX min later XXXX account closed XX/XX/XXXX XXXX CLOSED Supervisor refused ID XX/XX/XXXX CFPB complaint Filed and updated XX/XX/XXXX XXXX complaint Filed XX/XX/XXXX KEY LEGAL VIOLATIONS Electronic Fund Transfer Act ( EFTA ) Failure to provisionally credit disputed XXXX ; failure to conduct good faith investigation Regulation XXXX Failure to follow proper dispute procedures and timelines ; deliberate manipulation of investigation windows Consumer Financial Protection Act ( CFPA ) Unfair, deceptive, and abusive acts and practices California Consumers Legal Remedies Act ( CLRA ) California Unfair Competition Law ( UCL ) California Financial Code Consumer protection provisions Potential Retaliatory Account Closure Closing banking and cryptocurrency accounts while disputes were actively pending ATTACHMENTS # Document Date Attachment XXXX Original Formal Dispute Letter to SoFi XX/XX/XXXX Attachment XXXX Follow-Up Formal Demand Letter to SoFi XX/XX/XXXX Attachment XXXX Final Notice of Demand Prior to Legal Action XX/XX/XXXX Attachment XXXX Final and Absolute Notice of Demand XX/XX/XXXX Attachment XXXX CFPB Complaint Update Comprehensive XX/XX/XXXX Attachment XXXX Earlier CFPB Complaint Update XX/XX/XXXX Attachment XXXX SoFi Email Confirmation of Dispute Receipt XX/XX/XXXX Attachment XXXX Specialist Call Talking Points/ Notes XX/XX/XXXX CONTACTS & REGULATORY BODIES SoFi Finance LLC Email : XXXX Address : XXXX XXXX XXXX, XXXX XXXX, CA XXXX Consumer Financial Protection Bureau ( CFPB ) Website : XXXX XXXX : Already on file updated XX/XX/XXXX California Department of Financial Protection and Innovation ( DFPI ) Website XXXX XXXX XXXX : Being filed XX/XX/XXXX This document was prepared for the purposes of legal counsel retention and regulatory complaint filing. All dates, amounts, and facts contained herein are accurate to the best of the consumers knowledge and are supported by the attached documentation. XXXX XXXX XX/XX/XXXX 2026

Company response to consumer: Closed with explanation