Consumer complaint received 2025-11-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: SOFI TECHNOLOGIES, INC.
State: SC

Complaint narrative:
Subject : Rebuttal Submission Continued Unresolved Refund Issue and Inadequate Response from SoFi Bank Case Numbers : XXXX and XXXX I am submitting this rebuttal because SoFi Bank has failed to provide any fact-based explanation or concrete information in response to my previous XXXX CFPB complaints. Their replies have not addressed the key issues, and the refund remains unresolved. I respectfully request that the CFPB reopen and reinvestigate this matter based on the following points : XXXX. The refund amount is not limited to {$3000.00}. SoFi has a legal obligation to return the entire remaining balance of my closed account. 

My SoFi account contained the following funds at the time it was closed : {$3000.00} transferred from XXXX XXXX Approximately {$220.00} of my own reimbursement deposits ( The exact amount can not be confirmed because the account was closed and SoFi removed access. I request that SoFi provide the precise final balance. ) The total remaining balance was approximately {$3200.00}, not {$11.00}. However, SoFi claims that only {$11.00} was refunded, which is inconsistent with the actual account balance. 

Even after an account is closed, a financial institution is obligated to return the full remaining balance. SoFi has not fulfilled this obligation. 

XXXX. SoFi has failed to answer essential questions and has not provided any of the evidence repeatedly requested. 

I have repeatedly asked SoFi to provide : A valid transaction number proving that any refund was actually processed Documentary proof that the refund succeeded ( date, time, recipient account ) Details about the escalation team, including department name and case status The basis on which SoFi determined that the refund was completed SoFi has provided none of this information. 
Instead, their latest response only states that a refund can occur if XXXX XXXX  provides a Hold Harmless Letter ( HHL ), which does not address any of the essential evidence requested. This is inadequate and incomplete from a consumer protection standpoint. 

XXXX. XXXX XXXX  has no obligation to submit an XXXX. The refund responsibility lies exclusively with SoFi. 

SoFis most recent response claims : We can return the funds only if XXXX XXXX submits a Hold Harmless Letter ( HHL ). 

This is unreasonable and represents an attempt to shift responsibility. The reasons are as follows : ( XXXX ) The deposit originated from XXXX XXXX XXXX XXXX  account, and SoFi itself acknowledged receiving this deposit ( SoFi response dated XX/XX/year> ). 

( XXXX ) SoFi closed my account because of this third-party deposit, which means SoFi is fully aware that the deposit actually occurred. 

( XXXX ) The issue is not with XXXX XXXX. The issue is the failure of SoFis internal refund procedures. 

( XXXX ) Major U.S. banks, including XXXX, XXXX  XXXX XXXX, and XXXX XXXX, do not issue HHLs absolving another bank of liability. It is not standard industry practice, and SoFis condition is unrealistic. 

( XXXX ) SoFis insistence on an HHLknowing that it will not be issuedis effectively a refusal to process the refund. 

Therefore, the requirement for an XXXX is baseless and should not be considered a valid condition for resolving this matter. 

XXXX. SoFis claim that the refund was completed is false and unsupported by any evidence. 

On XX/XX/year>, I visited a XXXX branch with XXXX XXXX and spoke with both the XXXX branch XXXX and SoFi by phone. XXXX confirmed the following : They never received any refund from SoFi. 

The transaction number provided by SoFi does not exist in XXXX system. 

Despite this, SoFi continues to claim that a refund was completed, yet they have not produced : A transaction receipt A transfer confirmation Information about the receiving account If SoFi had truly completed the refund, they would be able to provide a transaction record. Their continued refusal to do so indicates that no refund was processed. 

XXXX. Requested actions I respectfully request that the CFPB direct SoFi to do XXXX of the following : ( XXXX ) Provide verifiable proof that the refund was completed, including a real transaction record, transaction ID, date, time, and receiving account information. 

or ( XXXX ) If such proof can not be produced, immediately re-issue the refund for the full remaining balance ( approximately {$3200.00} ). 

SoFi has refused both options for more than XXXX months, causing significant financial harm to me and the originator. 

XXXX. Request for CFPB intervention SoFis conduct includes : Failure to provide factual explanations Failure to provide evidence Attempting to shift responsibility to XXXX XXXX Imposing an impossible condition ( XXXX ) Allowing the issue to remain unresolved for over XXXX months This conduct is inappropriate and inconsistent with consumer protection obligations. 

I respectfully request that the CFPB reopen this case, require SoFi to provide a substantive and evidence-based response, and direct SoFi to resolve the matter without further delay. 

Thank you for your continued assistance.

Company response to consumer: Closed with explanation