Consumer complaint received 2025-02-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: SOFI TECHNOLOGIES, INC.
State: GA

Complaint narrative:
I use online banking with SoFi. On XX/XX/year> there was a charge to my bank account of {$440.00} that was not authorized. I temporarily froze my debit card and contacted SoFi immediately to report the fraudulent charge. SoFi advised me the merchant ( XXXX ) was responsible for providing me with the refund of my money for the unauthorized charge. I contacted the merchant and was advised my account with them was already flagged for suspicious activity and my account was locked until an investigation was done on their end to confirm that fraud was reason for the suspicious activity. After they confirmed it was indeed fraud, the merchant advised me per there policy, the refund is given by my bank ( SoFi ) since it was an unauthorized transaction. I called SoFi and submitted a fraud dispute and provided documentation showing that the merchant ( XXXX ) confirmed my account with them was compromised and showed the unauthorized charge to my account with them. SoFi denied my dispute but never provided any information to show why. I was advised to submit another fraud dispute and I did along with more documents from the merchant to show the charge was fraudulent. The dispute was denied a second time but again, no details to show why. Today XX/XX/year>, I contacted SoFi again because I needed some kind of proof that an investigation on their end was completed as well as an explanation of why this dispute was denied. I received an email today from SoFi with an attachment explaining why my dispute was denied. The investigation SoFi claims to have completed, did not show or support any evidence to show a legitimate or valid reason for my fraud dispute to be denied. The following, are the reasons SoFi denied my fraud dispute : Case Summary : Member has an extensive relationship with the merchants listed in the dispute. 

**I shop at XXXX on a monthly basis. Im a customer. Of course I have a relationship with XXXX. ** The disputed transaction ( s ) fall in line with the member 's spending habits. 

**I dont spend {$450.00} a month with XXXX, especially that much on ONE item. I have never purchased anything XXXX brand on XXXX. I go to the XXXX XXXX. Just because Im a regular XXXX customer doesnt mean XXXX cant be a victim of fraud. ** No denials for Non-Sufficient Funds ( NSF ) indicating whoever was using the debit card had knowledge of how much was available in the checking account **So because I had enough money in the bank to cover the fraudulent charge means Im at fault? I wish I didnt have enough money in my account at the time because then I wouldnt have to deal with this situation. ** Full Address Verification Service ( AVS ) obtained at the time the disputed transaction ( s ) were authorized. 

**When my XXXX account was compromised, the primary address was changed as well as the email however, the hacker made an error because although the fake email address was added, my email address was still linked to my XXXX . I received an email for tracking and Delivery. XXXX confirmed the email and physical address were falsely added and locked my account so they could investigate further. ** Funding of the account prior to the disputed transactions suggests that there was an expectation of the disputed transaction. 

**It was my normal weekly payday. If SoFi actually investigated this dispute, they would see where every week my check is available on the same day. ** A review of the login history shows no sign of unauthorized access or abnormal activity. 

**This fraudulent transaction occurred in the middle of the night while I was sleeping. The entire process including express delivery was 4 hours. By the time I woke up for work the next morning the entire transaction was completed. If SoFi truly investigated this, they would know that XXXX flagged the account for suspicious activity and notified me through email. I didnt know about the activity until I woke up. All that information was provided to SoFi in my initial dispute. ** Im absolutely appalled at the lack of professionalism and integrity from SoFi.

Company response to consumer: Closed with explanation