Consumer complaint received 2026-05-14 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: SOFI TECHNOLOGIES, INC.
State: LA

Complaint narrative:
XX/XX/year> checked in to getting a personal loan for XXXX, was approved for XXXX after reviewing the terms decided to proceed. XX/XX/year> signed the Truth in Lending Agreement, received an email later that day requesting additional information specifically A ) A voided check, B ) A bank verification letter and /or C ) A most recent back statement. I have not used checks in years so I provided both a bank verification letter from my financial institution dated XX/XX/year>, and the most recent bank statement dated XX/XX/year> had to have assistance to upload the documents by a agent due to a system issue they were having. Days later after several attempt to reach someone not in a call center in the XXXX that was unable to provide any information. I learned on XX/XX/XXXX. 2026 that the bank verification letter provided did not include the type of account. I reached out to my bank and an hour later uploaded the requested updated bank verification letter. by XX/XX/year> there had not been any communication from Sofi and the couple of attempted calls lead to the call center with generic script cards read. I attempted to email the executive level of Sofi after not being able to find any number for them other then the XXXX number that goes to the call center. I received a call back from a XXXX XXXX who was standing in for the VP while the VP was out. She advised that was a different dept and would forward to the appropriate department. We have not heard anything back. I had also escalated a call to the XXXX number to a supervisor before XXXX reached out in which I was told a compliant would be escalated this was also on XX/XX/year>. On XX/XX/year> I received an email from XXXX at SoFi I left him a message yesterday and today so far no response. I spoke to a XXXX XXXX an account manager on XX/XX/year> she said she also had the funding dept on the other line we uploaded all the documents again she said every thing was good ant that I should see funding with by XX/XX/year> additionally she had mentioned the funding department had initially not accepted the bank verification letter even though it included all the information requested because it did not have the optional bank stamp to not further prolong an already long process I reached out to the back and once received uploaded another updated bank verification letter to included this stamp even though XXXX said everything was good. XX/XX/year> I did not receive funding I called and spoke with XXXX also an account manager who at first could not find any of the documents then stated she did find the documents that she had escalated it and would follow up today. Today she sent an email saying " XXXX XXXX, I hope this message finds you well. My name is XXXX, and Im the Account Manager at XXXX that you spoke with yesterday. Yesterday, I submitted a request to have the documents you provided reviewed. Unfortunately, after review this morning, our team determined that the documents submitted were not the correct documents required to proceed. At this time, please upload one of the following for a different account : A voided check An account verification letter A bank statement The information previously submitted could not be verified and has therefore been returned. Alternatively, you may choose to open or use a SoFi XXXX account for this purpose. Again, I sincerely apologize for the inconvenience. If you have any additional questions, please do not hesitate to contact us at the telephone number provided below. Kind regards, XXXX XXXX. SoFi Bank, N.A. XXXX. I have sent a response back and included the executive members, and XXXX the agent that is suppose to be handling the complaint. At his point I do not trust doing business with SoFi and need help to resolve this matter if that is getting the loan funded ( which is very time sensitive ) or preferably having the loan withdrawn all together and taking my business elsewhere as soon as possible. At the moment I can not even go through a trusted institution I already do business with for the loan until this is resolved and risk this being funded after I make other arraignments or have them start auto drafting my account for the monthly payment on XX/XX/year> even though this loan has not been funded since the loan and auto drafting agreements have been signed. Additionally my rate is suppose to be 11.33 % I noticed the TIL agreement has 11.61 %. Please note 2 attachments are 1st page only and sensitive information was redacted but all pages were submitted without any redactions to Sofi and submitting like this now for security purposes.

Company response to consumer: Closed with explanation