Consumer complaint received 2024-09-12 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: MN

Complaint narrative:
I sent this to Sofi on XX/XX/XXXX via email. I was in contact with them since XXXX afternoon/evening during the time the fraud was taking place, although the initial call I received is now determined to be a scammer Dear SoFi XXXX XXXX XXXX am writing to provide additional details regarding ticket XXXX and any related tickets. I believe I was the victim of a phishing scam. On Sunday, XX/XX/XXXX, at XXXXXXXX XXXX I received a call from ( XXXX ) XXXX. The caller identified themselves as a member of the SoFi security team and informed me of suspicious activity on my account, specifically at a XXXX store in XXXX. The caller seemed to have some of my personal information. 

They stated they would send me a text with a temporary password ( screenshot attached ). At XXXXXXXX XXXX, I received a text message from XXXX ( screenshot attached ), and I proceeded to change my account password. When I followed up with SoFi later that afternoon, we discovered that the phone number associated with my account had been changed. It had been switched to the same number that sent me the " SoFi security '' message. 

We changed the number back to my phone, XXXX, but it was changed again shortly after. Eventually, SoFi froze the account following my complaints about the suspicious activity. Upon reviewing the account from my fiances login ( we share the account ), we discovered more than XXXX unauthorized charges to XXXXXXXX XXXX XXXX in XXXX, a location I have never visited. The total fraudulent charges exceed {$2000.00}. 

I followed up twice with SoFi on XX/XX/XXXX and received an email stating that SoFi had conducted an extensive investigation, yet the conclusion was that there was no fraudulent activity, which is clearly inaccurate. 

I am requesting to speak with someone at XXXX regarding the next steps, as I need access to the account restored and a clear understanding of how XXXX plans to refund the fraudulent charges per the account agreement and fraud protection policies. If I do not receive a satisfactory response, I will consider filing a complaint with the Consumer Financial Protection Bureau ( CFPB ). I understand that investigations take time, but I expect to hear from you promptly. 

Thank you, XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Sofi 's response is ; XX/XX/XXXX RE : Acct # : XXXX Merchant Name : Multiple Transaction Date : Total Amount : {$1600.00} Claim Date : XX/XX/XXXX Dear XXXX XXXX, Per your request XXXX XXXX is the documentation we used in completing our investigation on the above referenced dispute. We trust that this information resolves the questions you had related to this matter. 



Additionally, we received your request to appeal the decision on this claim. 

Please provide new information that was not previously provided on the claim. Without new information, this claim will remain closed. 



Note : SoFi is unable to advise what is needed in order to appeal your claim. 

If you have any further questions, please contact us at the phone number listed below. 

Kinds Regards, SoFi XXXX XXXX Back XXXX Department XXXX ( XXXX ) Monday - Friday, XXXX - XXXX XXXX -- -- -- -- -- -- -- -- -- -- - They included an attachment of the charges all made on XXXX within a few hours for over {$2700.00} to XXXX XXXX store in XXXX.

Company response to consumer: Closed with monetary relief