Consumer complaint received 2025-12-19 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: MO

Complaint narrative:
I am submitting this complaint regarding SoFi Bank, XXXX. due to prolonged denial of reliable access to my funds following fraud and unauthorized use of my account, compounded by incorrect address handling, inaccurate delivery guidance, contradictory communications, and repeated debit card reissuance. 

Following the initial fraud at the end of XXXX, I requested a replacement physical debit card. SoFi representatives stated they could not mail the debit card to my current address because they claimed my current address was not a valid USPS mailing address. That claim is incorrect. I confirmed with the local post office that my address is valid, and I receive mail at this address regularly. I also routinely receive deliveries at this same address from XXXX and carriers including XXXX and XXXX. Despite this, SoFi relied on the claim that my current address was invalid as the basis for changing delivery plans. 

Because SoFi asserted my current address was not valid, I was advised that my replacement debit card would be mailed to my prior out-of-state address in Washington and that it would automatically be forwarded to my current address because I had USPS mail forwarding in place. I later confirmed with USPS that debit cards and bank cards are not eligible for mail forwarding. As a result, mailing a debit card to my prior address with the expectation of forwarding was not a permitted or viable delivery method and directly contributed to the failure to deliver a replacement card. 

Since the last week of XXXX, I have been attempting to obtain a functional physical debit card required because of fraud. Despite repeated contacts, SoFi has failed to deliver a usable debit card and has repeatedly mishandled the process in ways that materially worsened the situation.

SoFi representatives entered my mailing address incorrectly multiple times, including entering an incorrect state. I am unable to update my address through the SoFi app, meaning these errors were introduced by SoFi representatives rather than by me. These repeated address errors created a risk that debit cards were mailed to incorrect or unknown destinations and prevented successful delivery. 

I received multiple emails from SoFi on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX stating that a debit card had just been mailed. XXXX email stated that SoFi attempted to expedite delivery but could not do so because the card was being sent to a P.O. Box. I have never used, provided, or authorized a P.O. Box address on my SoFi account. This information is incorrect and does not correspond to any address I have ever used with SoFi.

In addition to these emails, I received materially conflicting statements from SoFi representatives regarding debit card issuance and mailing. I was told that a card was mailed, that the most recent mailed card was on XX/XX/XXXX, and that a card was being expedited and would arrive by XX/XX/XXXX. I was later told by a supervisor that expedited shipment does not exist. I was also told that replacement cards can only be mailed with a XXXX to XXXX business day delivery timeframe. These statements conflict with each other and with the emails I received stating that cards were mailed and that an attempted expedited shipment failed. 

SoFi also stated they were going to mail the debit card to my local post office. However, upon review of the address information being used, the post office address itself was entered incorrectly by SoFi. This further demonstrates that SoFis address entry and verification processes are unreliable and that debit cards may be sent to incorrect or undeliverable destinations even when an alternate delivery arrangement is proposed.

Despite this being a post-fraud situation, a SoFi representative advised me to have the debit card mailed to another persons address. I explained that I had recently moved out of state and do not know anyone locally. Mailing a debit card to a third-party address following fraud is not a secure or appropriate recommendation.

Throughout this process, SoFi repeatedly advised me to rely on an electronic wallet such as XXXX XXXX instead of a physical debit card. This is not a reasonable substitute. Electronic wallets are not universally accepted, particularly during the holiday season, and do not provide equivalent access to funds. As a result, I did not have reliable access to my money during a period of heightened, time-sensitive financial activity. 

This issue has persisted for several weeks during the holiday season and has caused significant disruption. In addition, the repeated debit card changes created further harm. I was required to update my electronic wallet to match a new card XXXX separate times, even though some representatives stated that only XXXX debit card was ever mailed. These repeated card changes disrupted my autopay and recurring bill payments, causing payment failures and requiring repeated updates to billing information. This created financial risk, potential fees, and additional burden as a direct result of SoFis repeated card reissuance and failure to provide a stable, functional physical debit card.

The incorrect claim that my current address was not a valid USPS mailing address, reliance on USPS mail forwarding for a debit card, repeated address errors including an incorrect state, references to an unauthorized P.O. Box, contradictory statements about mailing and expedited delivery, an incorrectly entered post office destination address, repeated debit card and wallet changes, disruption to autopay bills, and reliance on non-equivalent electronic wallet access distinguish this matter from a routine mailing delay.

Company response to consumer: Closed with monetary relief