Consumer complaint received 2026-03-31 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: SOFI TECHNOLOGIES, INC.
State: CA

Complaint narrative:
First and foremost, I've attached a screenshot of a XXXX chat I had today, XX/XX/XXXX, asking if I had any more open appeals to which the chat claimed I didn't. To fully understand the issue, I must provide some context ( also outlined in the police report that will be attached ). On the night of XX/XX/XXXX, it was my second night of a trip to XXXX with friends. We were drinking and when I left the bar, I realized I didn't have my phone. I remembered asking the bartender to plug it in so I thought nothing of it and would get my phone the next day. I got a taxi to take me to an ATM so he could take me home so I withdrew {$60.00} with a {$4.00} fee ( my last authorized transaction ) early in the morning ( maybe XXXX ) on XX/XX/XXXX. After waking up on XX/XX/XXXX, my friend got an XXXX for us around noon but the bar didn't open until XXXX so we went to another local pub for food and drink. When I tried to pay, I realized neither my XXXX credit cards nor my XXXX debit card was working and the transactions were denied. My friend and I go back to the airbnb where I use my other friend 's phone to call these institutions to see what was happening. I called XXXX first, where they promptly told me there had been misusage of my credit cards on via my digital wallet, which was when I realized my phone was stolen. They also explained that the individual attempted to call chase and impersonate me ( identity fraud ) in order to reactivate the cards, but couldn't answer the security questions. XXXX has since refunded me all the funds and this complaint is not applicable to XXXX. My complaint is directed towards XXXX, who I promptly called after speaking with XXXX at approximately XXXX on XX/XX/XXXX. When speaking with them over my friend 's phone, they told me about {$2500.00} worth of XXXX transactions which I told them I wanted to dispute. These were the only transactions they let me submit a dispute for. What I did not realize is that when I got a new phone later that night around XXXX pm ( receipts attached ), was that I had more transactions that were fraudulent that they either didn't include in my dispute, or didn't notify me about ( I had made it clear that my phone was stolen, and anything attempted between the {$64.00} and the attempted pub transaction were not authorized ). On XX/XX/XXXX, I got the notification that my dispute for {$2500.00} was rejected. On the morning of XX/XX/XXXX, I took the time to open the XXXX app as I had the restriction lifted. It was then I noticed that there was a {$500.00} apple pay transaction that I didn't know about and wasn't disputed. I also noticed that a crypto account was opened on my account which I never authorized. I immediately called XXXX, explaining that not only would I like to appeal the {$2500.00} dispute result, but also dispute the {$500.00} XXXX pay transaction and try to secure my account because clearly someone had access to it via my stolen phone. They asked me some questions about for the appeal, put a restriction on my account, and that was that. The next day my account restriction was lifted claiming no signs of suspicious activity which was and still is a mistake but I decided I would just move the rest of the funds I had left to a new checking account once I returned from my trip. On XX/XX/XXXX, my dispute for {$500.00} was denied, which I appealed I believe the next day. On XX/XX/XXXX, I got emails from XXXX about new attempted transactions from a loan company with the details of that outlined in the attached police report. XX/XX/XXXX is when I had the time to finally submit the police report, after being home for XXXX days but working all of them ( XXXX hrs on Sunday the XXXX and XXXX hours on Monday the XXXX in order to make more money to pay rent because I wouldn't be able to now that my money was stolen and my funds were not returned ). On XX/XX/XXXX, XXXX emailed me to receive a copy of the police report, a copy of my phone receipts, and asked if I had contacted apple. I gave them the copies and told them I didn't contact apple. On XX/XX/XXXX, I received an email that my dispute for {$500.00} was denied and they made me ask for a copy of the case summary. I come to find out that it's the exact same copy they sent me on XX/XX/XXXX right down to the hyperlink ( I have this attached as well ). My frustration with XXXX was at its peak, and now I come to learn this morning, XX/XX/XXXX, that I don't have any open appeals. I thought that the appeal for {$2500.00} was still open, and I asked over the phone and via email about the status of it multiple times to which I received nonmaterial information.

Company response to consumer: Closed with explanation