Consumer complaint received 2025-02-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SOFI TECHNOLOGIES, INC.
State: TN

Complaint narrative:
I was issued an insurance claim check on XX/XX/XXXX in the amount of {$120000.00} from the mortgage company XXXX ( SOFI ). I mobile deposited the check on XX/XX/XXXX with XXXX ( my checking account ) and proceeded to pay my XXXX to complete the repairs on my home ( house fire in XX/XX/XXXX ). On XX/XX/XXXX, I received a notification from XXXX that they could not clear the check because XXXX ( XXXX ) was rejecting it. After many conversations between SOFI and XXXX, it was determined that SOFI voided the check because I did not properly endorse it with my signature. Although I have mobile deposited many checks before without an endorsement. Subsequently, the check to my contractor bounced and I am unable to pay him and return to my home. On XX/XX/XXXX, XXXX ( SOFI ) told me to take the check to the XXXX branch, endorse it and deposit it. However, this transaction was also declined. On XX/XX/XXXX, I spoke with a XXXX ( SOFI ) insurance claim check rep and was told that they would do a stop pay and reissue of the check and overnight it to me. XXXX days later, when I called XXXX ( SOFI ) because I had not received the overnighted check. I was told that they could not do a stop pay and reissue because XXXX had cleared the funds. This is not true, the check was voided by XXXX ( SOFI ) when they tried to clear it. On XX/XX/XXXX, I requested a copy of the check from XXXX ( SOFI ). On XX/XX/XXXX, I again requested a copy of the check. I was told by Cenlar ( SOFI ) that this was going to be a legal copy of the check and I could simply endorse it and deposit it like a normal check. They told me to wait XXXX - 10 days business days for the check to arrive. The check never arrived, I called on Wednesday, XX/XX/XXXX and they told me I needed to call back after the XXXX business so I again called on Thursday, XX/XX/XXXX and requested a new legal copy be overnighted to me. I called on Friday, XX/XX/XXXX and was told the request had been approved and to call back on Monday, XX/XX/XXXX to receive a XXXX tracking number. I called on Monday, XX/XX/XXXX and was told that in fact a legal copy of the check can not be sent because it would need to come from the bank that I deposited it from. XXXX has confirmed they can not produce a legal copy of the check. I told this to the XXXX ( SOFI ) rep and he said the only thing they can do then is to stop pay and reissue the check. I questioned this as I was told earlier in the process that they could not do a stop pay and reissue of the check but he told me he didn't see that request in my records. He told me to call back in XXXX business days to check on the request. 

At this point, I can not pay my contractor to return to my home. I need these funds for {$120000.00} that are owed to me immediately. XXXX ( SOFI ) has been unhelpful. They have not left any messages or provided me with any updates. I have called numerous times even more than listed above and have been told multiple different things but different representatives.

Company response to consumer: Closed with explanation