Consumer complaint received 2026-05-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SOFI TECHNOLOGIES, INC.
State: FL

Complaint narrative:
On XX/XX/year> I received my paycheck via direct deposit from Florida XXXX XXXX XXXX University in the amount of {$810.00}, bringing my checking account balance to {$720.00}. The following day, XX/XX/year>, I made a payment to XXXX Auto Insurance in the amount of {$250.00} for my car insurance premium. Shortly after, a second identical charge of {$250.00} from XXXX Auto Insurance was processed against my account on the same date. Both charges appear as pending transactions on my SoFi bank statement side by side dated XX/XX/year>. On the same date I had a tire service booked through XXXX XXXX for which I had paid online in advance and received a valid confirmation number. Because XXXX 's duplicate charge had wiped out my available balance, the XXXX XXXX payment declined when they attempted to process the full service amount. When I arrived for my appointment the employee informed me I still owed the full amount despite my confirmation number proving authorized payment. When I asked if my original tires could be reinstalled so I could return after resolving the billing issue I was told I would be charged installation fees regardless. I called XXXX XXXX customer service from the parking lot and was told the representative could not assist because the transaction was processed online. I was forced to leave without my vehicle, without my tires being serviced, and with no resolution. I left that location embarrassed and in tears. I immediately contacted XXXX to report the duplicate charge. The representative stated their system only reflected one transaction and was unable to take any action, open a formal case, or contact my bank to release the duplicate authorization hold. I was given no case number and no resolution. I then contacted my bank SoFi multiple times to report the duplicate charge and request emergency provisional credit due to financial hardship. SoFi stated that because both charges were still in pending status they were unable to process a formal dispute or take meaningful action to protect me as their member. The only resolution SoFi offered was {$20.00} which is inadequate given the circumstances. SoFi could clearly see both identical charges on my account on the same date yet refused to issue provisional credit or escalate meaningfully despite my documented hardship. With no available funds and no assistance from any of the three companies involved I was forced to contact my mother for emergency financial help. The unexpected expense caused her bank account to overdraft resulting in a {$34.00} overdraft fee charged to her account. This fee is a direct and documented financial loss caused entirely by XXXX 's duplicate charge and the subsequent failure of all three companies to take any corrective action. As of the date of this filing both XXXX charges remain visible on my bank statement as pending transactions. XXXX has refused to acknowledge the duplicate, refused to open a formal investigation, and refused to contact my bank to release the duplicate authorization hold. XXXX XXXX has refused to honor a valid confirmation number for a service that was never rendered. SoFi has refused to issue provisional credit despite clear visible evidence of a duplicate charge causing a negative account balance and documented financial hardship. XXXX 's billing error was the root cause of every subsequent harm. Without the duplicate charge, my account ends this period with a positive balance. I have the bank statements and transaction history to prove every dollar of this claim. I have already filed a formal complaint with the Florida XXXX XXXX XXXX XXXX. I am now filing with the CFPB to request immediate release of the duplicate XXXX authorization hold, reimbursement of my mother 's {$34.00} overdraft fee as direct documented third-party damages, and compensation for the financial hardship, emotional distress, embarrassment, and cascading harm caused by all three companies ' failure to take responsibility for their role in this situation.

Company response to consumer: Closed with explanation