Consumer complaint received 2026-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: SOFI TECHNOLOGIES, INC.
State: IL

Complaint narrative:
I am filing a complaint against SoFi regarding two unresolved financial disputes totaling over {$450.00}. I have provided documentation multiple times, but SoFi has not resolved either issue and has not given clear explanations for their decisions. Their actions have also caused additional financial harm. 

XXXX. Duplicate hotel charge for {$110.00} On XX/XX/XXXX, I prepaid for a hotel room through XXXX. The total was {$140.00}, paid in full with my XXXX ending in XXXX. My stay was XX/XX/XXXX to XX/XX/XXXX. I have the XXXX receipt and the hotel invoice confirming the room was fully paid and that I did not owe any additional charges. 

Despite this, the hotel charged me an additional {$110.00} on XX/XX/XXXX, which posted on XX/XX/XXXX. I disputed this with SoFi. They issued a provisional credit on XX/XX/XXXX, then reversed it on XX/XX/XXXX, and denied my claim. 

I repeatedly asked SoFi for the reason for the denial. It took almost 24 hours for them to send the denial email. Their only explanation was that I signed an agreement. I never signed anything authorizing a second charge. The merchants own response shows they processed a routine deposit at check-in without verifying that the room had already been prepaid. The hotel invoice shows no additional charges. I never owed the {$110.00}.

SoFi later stated that they had sent a denial email two weeks earlier, but I did not see it. Even if I had seen it, it does not change the fact that the denial was based on an incorrect assumption and that the charge was invalid. Their communication was unclear, delayed, and did not include the documentation I repeatedly requested.

Because SoFi reversed the provisional credit after it had already been spent, we will now lose another {$110.00} when my partners paycheck deposits on Thursday. This deficit was not caused by overspending. It was caused by SoFi reversing a credit after it was used, without warning or resolution. I understand and accept responsibility for a separate {$50.00} overdraft, which was my own mistake and which I always repay. However, the {$110.00} would have put us in the negative regardless, because it was taken back after being issued and spent. This has created additional financial harm through no fault of our own. 

XXXX. Missing paycheck sent to XXXX for {$220.00} On XX/XX/XXXX, {$220.00} was withdrawn from my account through a debit card transaction labeled XXXXXXXX XXXX ADD FUNDS. This was intended to fund my XXXX account, but the money never arrived. I have a bank statement showing the transaction and the resulting balance. 

I submitted a claim to SoFi, and they acknowledged receipt on XX/XX/XXXX. They stated the investigation could take up to 90 days. Later, they sent a follow-up email saying they had contacted the merchant and were waiting for a response, which they could not expedite. 

It has now been over a month, and I have received no resolution, no refund, and no confirmation of where the money went. SoFi has provided no documentation or explanation. Their only response has been to shift blame to other companies and delay action.

Summary SoFi has failed to : - Properly investigate the duplicate hotel charge - Provide documentation or a valid reason for denying the claim - Investigate or resolve the missing paycheck sent to XXXX  Communicate transparently despite multiple requests XXXX  Prevent additional financial harm caused by reversing a provisional credit after it was used I am now out {$450.00} due to SoFis mishandling of my funds. I am requesting a full investigation into both issues and reimbursement of the disputed amounts.

Company response to consumer: Closed with explanation