Consumer complaint received 2025-02-06 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: MO

Complaint narrative:
Sofi bank has been my financial institution for several years, I have always been satisfied until a recent situation occurred. I had a bad business experience with a rental car company that ended up overcharging me XXXX for non mandatory auto insurance that was not needed because I submitted my personal auto policy that confirmed adequate rental coverage. The rental company has awful reviews on the XXXX website with very similar stories to mine, wish I would have read prior to renting. I called Sofi from the beginning regarding the overcharge, they assured me my funds were safe and the company could not draft anymore, needless to say this was far from the truth. I ended up paying close to XXXX on a rental that should have been half the price. I have submitted more than enough support documents and evidence proving my case and dispute are valid. Sofi does not allow customers to speak to the claims/dispute department via phone, only through email correspondence, and most replies are bot generated -do not reply back email addresses. I feel as if explaining the situation to the regular representatives ends up being the childhood game of telephone, because relayed and documented message to the dispute department comes back incorrect and butchered. I have requested to speak to a claims agent and manager, without resolution. I asked for the information they used to determine the dispute outcome and did not receive for the first year... it wasn't until last week that i actually received the information requested. They apologized for not getting it to me sooner, they were unaware that I did not receive the information. There is no possible way my dispute could be denied with the evidence I have against the deceptive scammers who claim to be a rental car agency. Sofi is taking the con artist word over mine without further questions or investigation from me. I would not need my financial institution to step in and assist if I was able to dispute and discuss with the rental company, which I have tried multiple times without a resolution. There are charges from the rental car company that totals XXXX, and this charge is for insurance and I did not authorize this and I did NOT sign a contract stating I would pay this. They conveniently have consumers sign electronically as they read the contract verbally, allowing consumers to accidentally not sign off on not purchasing the insurance. Sofi is only going by what the owner is telling them and the fact that my debit card is on file and a contract. If they would allow me to explain the situation they would 100 % see my dispute is in fact valid. My debit card is on file because I rented a car so some of the bill is authorized, they have my signature on file with the contract of the first 3 days of the rental- I had to sign a new contract once I extended the rental and I made sure to sign off on the insurance purchase, but Sofi doesn't know there are 3 contracts, and finally the rental car company has given me an excuse from every angle in order to avoid a refund and Sofi is falling right into their trap. There has also been a breach of contract because the contract does not state Right 's car has permission to deduct money from my account, but yet they did. This has caused financial issues for me and I have exhausted so much of my time and energy. Yes i want the refund, but it has also turned into an ethical matter. Consumers such as myself, need to be protected in order to avoid becoming a victim and to avoid future trauma.

Company response to consumer: Closed with explanation