Consumer complaint received 2025-11-10 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: MN

Complaint narrative:
On XX/XX/year> I placed an order at XXXX in the amount of XXXX for a kitchen scale. It did not meet my needs, so on Mon XXXX XX/XX/year> I initiated a return through XXXX to be completed at Whole Foods Market. On Sunday XXXX XX/XX/year>, I returned the item to XXXX XXXX XXXX using the self service kiosk. On XXXX XX/XX/year>, I noticed XXXX still showed that I needed to return the item, so I went on XXXX and used the chat function to speak with a representative to let them know the item was returned and the site hadn't updated. A representative told me " This is in regards to our recent conversation. 

Thanks for waiting! Upon checking, I can see that the item was returned and therefore i have marked the item as returned for you! Please do not worry as you will not be charged for the item anymore! Please ignore any further e-mails asking for the return of the item. 

Please be assured, your issue has been taken care of on a priority basis, as you're our valuable customer. '' On XXXX XX/XX/year> when nothing had changed ( no refund and the XXXX page looked the same, I chatted in again where representative XXXX assured me " As per conversation i have processed {$27.00} for XXXX Large XXXX Kitchen Scale with XXXX High Precision, USB Rechargeable Food Scale, Stainless Steel XXXX XXXX XXXX XXXX Function XXXX for XXXX Cooking Coffee Package Postage will be added back to your card within next XXXX business days ''. After XXXX business days of not receiving a refund, on XXXX XX/XX/year> I filed a dispute with my bank, XXXX. I gave them screenshots of both emails assuring me I would be refunded. They gave me a provisional credit on XXXX XX/XX/year> and told me " his temporary credit is being provided while we investigate your claim. You will have full use of these funds while we complete our investigation. 

The final resolution of your claim will be completed as quickly as possible but no later than XX/XX/year>. ". Today, XXXX XX/XX/year>, I received an email from SoFi stating my dispute was " resolved '' and " This letter serves to inform you that we have reached a final decision regarding the claim mentioned above. 

After conducting a thorough investigation, we have determined that no error has occurred, and as a result, your claim has been denied. Our investigation involved a review of the information provided during the claim submission, as well as an examination of internal account records. Additionally, we collaborated with the merchant, other financial institutions, and our card processing networks as necessary. 

A credit in the amount of {$27.00} for this claim was provisionally applied to your account on XX/XX/year>. This credit of {$27.00} will be reversed in five business days on XX/XX/year>. Please take the necessary steps to ensure there are sufficient funds in your account to cover the amount, as well as any other purchases and/or payments you plan to make. This claim is now closed. '' I do not have the item. I also don't have the money I paid for the item. This is at best, fraud, and at worst a scam.

Company response to consumer: Closed with explanation