Consumer complaint received 2025-05-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: SOFI TECHNOLOGIES, INC.
State: DC

Complaint narrative:
Allow me to share my correspondence that addresses all : Dear CEO of SoFi, I hope this email finds you well. My name is XXXX XXXX XXXX, and I am writing to express my concern and surprise regarding the sudden restrictions on my SoFi accounts and the closure of my credit card. As a valued client of SoFi, I have always been impressed by the company 's commitment to providing excellent financial services and support to its customers.

As an ambassador of SoFi in social media and events, I have consistently promoted the company 's products and services, highlighting their benefits and features to my network. I have been proud to represent SoFi and have always been satisfied with the level of service provided. 

However, without any prior notice or explanation, I was shocked to discover that my accounts had been restricted, and my credit card had been closed. Despite my efforts to understand the reason behind this decision, I have not received any clarification or communication from SoFi. I have allowed some time to pass, hoping that the issue would be resolved, but unfortunately, I have not seen any progress.

I am reaching out to you today, hoping that you can provide insight into this matter and assist in resolving the issue. I would greatly appreciate it if you could look into reactivating my accounts and credit card, allowing me to continue utilizing SoFi 's services and representing the company as an ambassador.

I understand that mistakes can happen, and I am confident that SoFi values its clients and strives to provide excellent service. I look forward to hearing from you soon and finding a resolution to this matter. 

Thank you for your time and attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX  - SoFi XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, I hope this email finds you well. My name is XXXX, the Account Manager with SoFi you spoke with today. I'm writing to you as promised to provide a direct line of communication and to confirm a few important points. 



First, I will be following up with you once there's further information provided to me from our Member Security Team. Additionally, I've submitted the formal complaint on your behalf. Following this email, you will receive a confirmation that we have documented your complaint, and you should expect to hear from a Resolution Specialist within 24 to 48 business hours for further assistance. 



Thank you for your understanding and patience. In the meantime, if you require additional assistance or have any further questions or concerns, please feel free to reply to this email or give us a call at XXXX ( XXXX ) XXXX. 



Kind regards, XXXX A Member Service Delivery Account Manager SoFi Bank, N.A./SoFi Securities LLC XXXX XXXX Hours : XXXX, XXXX XXXX XXXX XXXX XXXX  XXXX Office of the CEO Hours : MonThurs, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX and conditions apply. SOFI RESERVES THE RIGHT TO MODIFY OR DISCONTINUE PRODUCTS AND BENEFITS PROSPECTIVELY BASED ON MARKET CONDITIONS AND BORROWER ELIGIBILITY. To qualify for lending products, a borrower must be a U.S. citizen or other eligible status and meet SoFi 's underwriting requirements ; see SoFi.com/eligibility for details.

Notice : SoFi 's Refinance Loan is a private loan. Understand that when you refinance federal loans, you forfeit all federal repayment options that are or may become available to federal student loan borrowers. If you expect to incur financial hardship that would affect your ability to repay, you should consider federal consolidation loan options. 

Please borrow responsibly. 

SoFi Private Student Loans are not a substitute for federal loans, grants, and work-study programs. We encourage you to evaluate all your federal student aid options before you consider any private loans, including ours. Read our FAQs.

SoFi Private Student Loans are subject to program terms and restrictions and applicants must meet SoFi 's eligibility and underwriting requirements. See SoFi.com/eligibility for more information. View payment examples. ( Undergrad/Grad/Parent ). SoFi reserves the right to modify eligibility criteria at any time. This information is subject to change. SoFi Personal Loans can be used for any lawful personal, family, or household purposes and may not be used for post-secondary education expenses. Minimum loan amount is {$5000.00}. SoFi 's Relay tool offers users the ability to connect both in-house accounts and external accounts using XXXX, XXXX XXXX  XXXX. The credit score provided to you is a XXXX based on XXXX ( the " Processing Agent '' ) data. 

SoFi Personal Loans, Private Student Loans, and Student Loan Refinance loans are originated by SoFi Bank, N.A., Member FDIC. NMLS # XXXX ( Consumer Access - Browser Warning ). For additional product-specific legal and licensing information, see SoFi.com/legal.

SoFi Bank, N.A. values your privacy and the security of your personal information, so please do not include your Social Security number in any email or letter that you send to us. 

SoFi Bank, N.A. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Unsubscribe | Privacy Policy | Licenses XXXX SoFi Bank, N.A. Member FDIC. Equal Housing Lender. All rights reserved. 




XXXX XXXX XXXXXXXX XXXX XXXXXXXX XXXX, XXXX. ( XXXX XXXX XXXX XXXX XXXX XXXX Dear XXXX, Thank you for your email and for taking the time to speak with me today. I appreciate your commitment to following up on my case and providing a direct line of communication. 

I understand that you're working through the proper channels to resolve my issue and that you've submitted a formal complaint on my behalf. I appreciate your efforts and look forward to a fair and efficient resolution. 

Regarding the resolution, my primary goal is to regain access to my accounts and reactivate my credit card. I'd like to request that, if possible, the credit card reactivation be processed without a hard pull on my credit score, as I have an exceptional credit history and have always paid my credit cards in full and on time. My credit score is a testament to my financial responsibility. 

Additionally, I'd like to continue working with the SoFi Ambassador Program, as I value the opportunity to represent the company and promote its products and services. See here : XXXX XXXX XXXX Thank you for your understanding, and I look forward to a favorable resolution. If you need any further documentation or information from me, please don't hesitate to let me know. 

Thank you again for your time and assistance. 

Best regards, XXXX XXXX XXXX XXXX XXXX  - SoFi XXXX XXXX XXXX, XXXX. ( XXXX  XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, I hope this email finds you well. Thank you so much for your response and for sharing your experience and feedback with me. 



As previously mentioned, once an account is closed, it can not be reopened directly. However, we're committed to addressing your concerns and will thoroughly review the matter to explore any possible resolutions that can meet your satisfaction. Your requests and feedback are incredibly important to us, and we are dedicated to always prioritizing the interests of our members. I will reach out to you promptly with any updates. 



Thank you very much for your understanding and patience. In the meantime, if you require any additional assistance or have further questions or concerns, please feel free to reply to this email or call us at XXXX ( XXXX ) XXXX. 



XXXX XXXX XXXXXXXX XXXX XXXX XXXX, XXXX. ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Thanks a lot for all you do. I look forward to hearing from you soon about any possible resolution. 

Best, FYI Begin forwarded message : From : XXXX XXXX XXXX XXXX XXXX Date : XX/XX/XXXX at XXXX XXXX XXXX To : XXXX Subject : Closed profile XXXX Reply-To : XXXX Dear XXXX, Thank you for bringing your concerns to our attention regarding your account closure. 



Due to the behavior identified to be in violation of the SoFi Bank Deposit Account Agreement, your account ending in XXXX was closed on XX/XX/XXXX. 



We appreciate the opportunity to have served you. 



Kind Regards, XXXX XXXX XXXX XXXX XXXX. 
My Office Hours : Mon & Thurs, XXXX Tues, Wed & Sun Off Fri XXXX Sat, XXXX XXXX Direct Line XXXX Customer Service XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and conditions apply. SOFI RESERVES THE RIGHT TO MODIFY OR DISCONTINUE PRODUCTS AND BENEFITS PROSPECTIVELY BASED ON MARKET CONDITIONS AND BORROWER ELIGIBILITY. To qualify for lending products, a borrower must be a U.S. citizen or other eligible status and meet SoFi 's underwriting requirements ; see SoFi.com/eligibility for details.

Notice : SoFi 's Refinance Loan is a private loan. Understand that when you refinance federal loans, you forfeit all federal repayment options that are or may become available to federal student loan borrowers. If you expect to incur financial hardship that would affect your ability to repay, you should consider federal consolidation loan options. 

Please borrow responsibly. 

SoFi Private Student Loans are not a substitute for federal loans, grants, and work-study programs. We encourage you to evaluate all your federal student aid options before you consider any private loans, including ours. Read our FAQs.

SoFi Private Student Loans are subject to program terms and restrictions and applicants must meet SoFi 's eligibility and underwriting requirements. See SoFi.com/eligibility for more information. View payment examples. ( Undergrad/Grad/Parent ). SoFi reserves the right to modify eligibility criteria at any time. This information is subject to change. SoFi Personal Loans can be used for any lawful personal, family, or household purposes and may not be used for post-secondary education expenses. Minimum loan amount is {$5000.00}. SoFi 's Relay tool offers users the ability to connect both in-house accounts and external accounts using XXXX, XXXXXXXX XXXX XXXXXXXX. The credit score provided to you is a XXXX based on XXXX ( the " Processing Agent '' ) data. 

SoFi Personal Loans, Private Student Loans, and Student Loan Refinance loans are originated by SoFi Bank, N.A., Member FDIC. NMLS # XXXX ( Consumer Access - Browser Warning ). For additional product-specific legal and licensing information, see SoFi.com/legal.

SoFi Bank, N.A. values your privacy and the security of your personal information, so please do not include your Social Security number in any email or letter that you send to us. 

SoFi Bank, XXXX. XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXX XXXXXXXX XXXX XXXX Unsubscribe | Privacy Policy | Licenses XXXX SoFi Bank, N.A. Member FDIC. Equal Housing Lender. All rights reserved. 




XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX. ( XXXX XXXX XXXX XXXX XXXX XXXX  Dear XXXX, Hope this email finds you well. I am not sure if you got the chance to look at my FYI below but I have to admit that that email did not bring anything new to the table. That update is not different from what I keep being told each time I reach out to customer service without providing any further details. It's so unfortunate to know that Sofi treats its most valued customer so poorly, I even served and provided my social media accounts as an ambassador of your brand. 

Again, thanks for your time and consideration. 


Best regards, XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX, XXXX. ( XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, XXXX you are well. I am not sure you saw my emails below. 

Thank you, XXXX XXXX XXXX XXXX SoFi XXXX  XXXX XXXX, XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I hope this message finds you well. I attempted to reach you by phone but was unable to connect. I wanted to confirm that I have received your previous emails regarding the response from our Resolution Specialist and your request for a resolution.

The Resolution Specialist reached out to you in response to the formal complaint I filed on your behalf. Additionally, as promised, I collaborated with our Member Security Team to conduct a thorough review and ensure that no errors were made. I understand that you are seeking to have your previous SoFi accounts reopened without affecting your credit and to continue working with our Inner Circle Ambassador Program.

After a comprehensive review by our Member Security Team, it's been confirmed that the closure of your accounts wasn't an error and was due to a violation of the SoFi Bank Deposit Account Agreement. Unfortunately, we're unable to reopen or reactivate these accounts. For SoFi Banking specifically, you wouldn't be able to open another account. However, you are welcome to apply for other SoFi products, although we can not guarantee approval.

Regarding your participation in the SoFi Inner Circle Ambassador Program, one of the eligibility requirements is that participants must be SoFi Members in good standing with their SoFi products. Regrettably, the closure of your accounts due to the violation of our agreement means that you aren't in good standing and are currently not eligible for the program. 

I wish we could provide more detailed information about the specific activity that led to the closure, but as previously communicated, for security reasons, we're unable to do so. I hope you can understand the importance of maintaining the security and integrity of our systems and processes. 



I fully understand that this resolution is not what you anticipated, and I'm truly sorry that we were unable to meet your expectations. We genuinely appreciate the opportunity to have been a part of your financial journey and are deeply sorry for the inconvenience this has caused. 



Thank you for your patience and understanding. If you need any additional assistance, please dont hesitate to reply to this email or call us at XXXX ( XXXX ) XXXX. Our team is here to support you. Additionally, if you prefer, you can schedule a convenient time for our team to reach out to you directly through this link XXXX XXXX XXXX XXXXXXXX Kind regards, XXXX A Member Service Delivery Account Manager SoFi Bank , N.A./SoFi Securities LLC XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX Office of the CEO Hours : MonThurs, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXXXXXX XXXX, XXXX XXXX, XXXX. XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Dear XXXX : Hope this email finds you well. I have one last request : please proceed with closing my Sofi account/ login information. I kindly request that my profile is deleted. I am still able to login in by using my email XXXX. I tried finding an option or feature for closing my profile but I could not locate it. 

Thanks in advance for your assistance. 

Best, XXXX XXXX XXXX - SoFi XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX, I hope this email finds you well. I've received your request to deactivate your profile. While we're sorry to see you go, we're committed to respecting your decision to deactivate the profile completely and will proceed with your request promptly. 

Before we deactivate your profile, could you please confirm that you have downloaded any necessary account or tax statements? Once your profile is deactivated, you will no longer have access to these documents. 

Thank you for your attention to this matter. Once you confirm, I will proceed with deactivating your profile. 



XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX. ( XXXX XXXX XXXX XXXX XXXX XXXX  Thank you. Please proceed with the closure of my profile. 


XXXX XXXX - SoFi XXXX. ( XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, I hope this message finds you well. 


We've received your request to deactivate your profile, and we understand that this decision comes after your dissatisfaction with the outcome of our internal review. We sincerely appreciate you sharing your experience and providing valuable feedback. The opportunity to have been a part of your financial journey has been meaningful to us, and we respect your decision. 



I'm pleased to inform you that your profile has now been successfully deactivated and we no longer have access to your credentials If you require any additional assistance or have further questions or concerns, please do not hesitate to contact us at XXXX ( XXXX ) XXXX. We're here to support you in any way we can. 



Thank you for your understanding and cooperation. We wish you all the best in your future financial endeavors.

Company response to consumer: Closed with explanation