Consumer complaint received 2025-07-10 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: AR

Complaint narrative:
Complaint with Sofi Bank On Monday XX/XX/XXXX, I received a notification saying that someone was in my account speaking to a chat representative and trying to change my account information.So I tried to log into my account to see what was going on. Upon trying to log into my account, I realized that my password had been changed. After successfully, changing my password, I noticed that {$2000.00} was missing from my account, I also noticed that the person speaking with chat support also requested that they send a card to Missouri. I went to my account settings and noticed that my account information had been changed to an address in Missouri. I have had this account for a long time and I know Sofi knows that my account has always been associated with XXXX XXXX XXXX XXXX. in XXXX Arkansas. After noticing that someone was in my account, pretending to be me, I reached back out to the same chat agent that they were speaking with. I let that agent know that the person that they were just speaking with was not me. I told them that nothing in my account should be changed or canceled. They originally canceled a card and proceeded to send XXXX to Missouri. I let the chat agent know that whoever they were speaking with was not me. I also filed 4 disputes for the money that was stolen from my account. Whoever the person is who is working with my disputes are trying to make it seem like I was the one that was speaking with chat all along. They are making an assumption that because other transactions happened in my account that I must know about it. There are other logins to my account that are clearly not me. I haven't logged into my account since XXXX. I have a digital version of my card online, so that's what I normally use. I also have my card info saved on another account I use so sometimes I top up that account. However, Ive never touched the {$2000.00} that I planned on keeping for a rainy day.There was no need for me to log into my account because I had planned on saving that {$2000.00}. I knew the money was there so what would be the reason that I would keep logging in. I didn't know the {$2000.00} was gone until I logged in after receiving a notification that someone was speaking to support on my account. When I spoke with support, I let them know that my physical card was no longer in my possession due to a repossession. I also told them that I had a lot of banking paperwork and information in the car as well The investigator also made the assumption that whoever withdrew from my account must have known money was in it which to me is an excuse not to repay me money that was stolen from me. I read the conversation that the other person was having with a chat agent. So when I entered the chat, I let the agent know that that person was not me. I changed my password and changed my address back. I took every measure to make sure that my account was secure after I realized someone was in my account unauthorized. I've also requested another card to be sent to my address. all four of my disputes were declined. And the investigator tried to make it sound like I was the person talking to chat the whole time. I have appealed the decision and I need assistance in this matter. In XXXX, I never received a notification that anything was took out of my account unauthorized. I have set all these months, thinking that my money was still in the account. But Monday, I had a rude awakening. Now I am disputing these transactions, thinking that my banking institution would do the right thing and refund me what was stolen from me. But instead of doing the right thing, their trying to say that I am a lie. After today, I will no longer be leaving any money in my Sofi account. Clearly the investigator is making the assumption that I actually had the physical card. I am being blamed for {$2000.00} being took from me. Like I originally said, there was no reason for me to keep going back in my account when I already expected for my money to be in there, waiting for me when I needed it. I am the victim here, but the investigator is trying to make it seem as though I'm not. I also have the photos to show that I had to change my password that day. all I want is a refund of my money that was stolen. 
Dispute numbers # XXXX # XXXX # XXXX # XXXX

Company response to consumer: Closed with explanation