Consumer complaint received 2025-05-14 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: SOFI TECHNOLOGIES, INC.
State: FL

Complaint narrative:
To clearly outline the situation : XX/XX/XXXX : My XXXX monthly loan bill to XXXX was processed & paid in full. However, on my account with SoFi, it is showing that it was received and then immediately put into payment reversal. I have not received any of that money back to this date nor was my payment for XXXX reflected on my SoFi account, causing me to pay an additional {$440.00} ( in XXXX ). 

XX/XX/XXXX : I emailed SoFi after noticing a duplicate balance of {$440.00} on my account post-transfer. Even though I had already paid for the month of XXXX. 

XX/XX/XXXX : I called SoFi and was told they were still processing payments from XXXX and to hold off on paying the balance I was seeing as it would be removed after the conversion process. 

XX/XX/XXXX : I sent another email and was told again to wait 35 business days for the issue to resolve and to hold off on paying the balance I was seeing as it would be removed after the conversion process. 

XX/XX/XXXX & XX/XX/XXXX : I spoke with representatives who confirmed that I could go ahead and pay my XXXX balance, and that XXXX was still transferring over payments, which SoFi would reflect on my account shortly and to hold off on paying the balance I was seeing as it would be removed after the conversion process. 

XX/XX/XXXX : I made a payment for what I believed was my XXXX balance. However, I was later told that it had been applied to XXXX, even though I had already paid that to XXXX on XX/XX/XXXX, and never received the " payment reversal '' that was shown on my account, nor was the amount I paid reflected on the balance due. 

XX/XX/XXXX : I spoke with a SoFi representative who was extremely rude and insisted that I had been reimbursed for the XXXX payment. This is factually incorrect as found out later this same eveningno such reimbursement has been received, and my bank confirms there is no record of any such transaction reimbursement ( and included bank statements were included in my previous email ) Out of frustration and in an attempt to avoid further issues or my credit being negatively impacted, I paid {$880.00} ( two payments of {$440.00} ) on XX/XX/XXXX, which I believed would cover both my XXXX and XXXX balances. BOTH of these were processed on XX/XX/XXXX. 

XX/XX/XXXX ( Later that evening ) : I called back, after I got home and noticed I never received a reimbursement for the XXXX payment, and spoke to a different representative ( a man ) who confirmed that what I was seeing was in fact an error and stated that he would submit paperwork to correct the issue. I appreciated his help, but I still have not received any updates or resolution since that call. 

XX/XX/XXXX : I wrote another email expressing my frustrations and concerns. 

XX/XX/XXXX : A reply was sent from SoFi stating that a complaint has been filed, still no follow up has been had. The emailed stated that there was a refund request for one of two XX/XX/year> payments that was in processing and they would need additional time for that to process. Additionally the " payment reversal '' for the XX/XX/year> payment was due to receiving that payment from XXXX. Without documentation, they stated their records indicated that that payment had been received and applied to my account prior to the conversion.... If that is the case, then I SHOULD NOT have had to pay DOUBLE for the month of XXXX. 

XX/XX/XXXX : " requested information '' was sent to me, which provided zero details, nor was the COMPLETE and ITEMIZED BREAKDOWN of ALL transactions on my account to both XXXX and SoFi, as SoFi should have the XXXX records of payments as well. 

XX/XX/XXXX : Another {$440.00} is still showing as due, and the Activity section reflects payment reversals for XX/XX/XXXX and XXXX XXXXtnone of which are accounted for. 

XX/XX/XXXX : still no resolution.

Company response to consumer: Closed with explanation