Consumer complaint received 2026-03-22 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: SOFI TECHNOLOGIES, INC.
State: AZ

Complaint narrative:
On XX/XX/year> my wife, XXXX XXXX, was a victim of impersonation fraud ( phishing ). XXXX XXXX is a joint account holder on our checking account with SoFi that had {$1000.00} stolen from us via XXXX money transfers. XXXX was a victim of impersonation fraud, deceived in validating her account. There was a female to male handoff on the phone, this was a scripted coordinated and organized fraud attack on my wife. There was guided step by step manipulation with screen sharing, directed navigation across apps, using a verification narrative. This started with a sale on XXXX XXXX where someone expressed interest in purchasing a bookshelf we had for sale. The person who was interested in the purchase of the bookshelf claimed they sent {$30.00} via XXXX to my wife 's XXXX account. My wife checked the XXXX account and determined she did not receive the {$30.00} payment for the bookshelf. After my wife reached back out to the potential buyer, the buyer suggested by wife check her email for a message from XXXX. XXXX then checked her email and saw a message from what she thought was a legitimate email from XXXX indicating there was a problem with the funds and that she needs to call XXXX to verify her account as a merchant account with assurances that once she validates her account she would receive the {$30.00}. XXXX was then misled into sending XXXX XXXX payments in the amounts of {$490.00} and {$500.00} dollars to validate her account. These were fraudulent transfers to this bad actor that was not actually a XXXX representative. To summarize, my wife XXXX XXXX, was a victim of an impersonation scam where individuals fraudulently represented themselves as XXXX and their fraud department. They used coordinated social engineering, urgency, and screen-sharing to manipulate her into transferring funds under false pretenses. This was not an authorized transaction in any meaningful sense. There were multiple high-risk transactions that should have triggered fraud detection. My wife was actively manipulated and did not have informed consent. This was a deception based unauthorized transfer. I reached out to SoFi and they denied our initial claim. I provided supplemental information and was immediately denied. Sofi said they will not credit our account for the stolen money and that the bank considered the matter closed. XXXX and I provided adequate documentation as well as a police case number with our local XXXXXXXX XXXX XXXXXXXX police department in Arizona. We also reported this fraud immediately to the bank to ensure this matter was recognized as urgent and fraudulent. Details : XXXX XXXX checking account XXXX XXXX XXXXXXXX Transaction XXXX : {$490.00} sent via XXXX on XXXX to XXXX XXXX XXXX XXXX : {$500.00} sent via XXXX on XXXX to XXXX XXXX Total unauthorized amount : {$1000.00} XXXX XXXX XXXXXXXX Police case number : XXXX Screenshots of the phones call logs will be attached as well as screenshots of the transfers from the SoFi app, and screenshots of the fraudulent email. Also including the email correspondence between my bank, SoFi, and myself.

Company response to consumer: Closed with explanation