Consumer complaint received 2026-01-12 00:00:00
Product: Student loan — Private student loan
Issue: Dealing with your lender or servicer — Trouble with how payments are being handled
Company: SOFI TECHNOLOGIES, INC.
State: WA

Complaint narrative:
See attachments for latest communication with SoFi. They asked for more info. I have provided it in writing and left voicemails with no response.

Previous complain falsely stated it was resolved.

Systemic Resolution Failures, Misleading Regulatory Reporting, and Unfair Servicing Practices Executive Summary I am filing this complaint following six months of documented attempts to resolve multiple banking and loan servicing
issues with SoFi Bank, N.A.. Despite escalating these matters to the Office of the CEO and receiving personal promises of resolution from the Senior Vice President of Operations, XXXX XXXX the bank has failed to remediate the errors. Most critically, the bank continues to place me in a " customer spin cycle, '' repeatedly assigning new agents who demand I re-elaborate on issues already documented in emails and recorded calls.

1. Systemic Failure of Ownership and Resolution ( The " Reset Loop '' ) Over the past six months, I have interacted with more than 12 individuals across SoFi Banking, Student Loan Servicing, and Member Advocacy.

Agents frequently fail to follow up, drop scheduled calls, or disappear after promising " ownership '' of the file. 

On XX/XX/2025, XXXX XXXX XXXX promised to intervene ; on XX/XX/2025, she left a voicemail stating she was " astonished '' the issues remained open and promised immediate action. 

As of my final appeal on XX/XX/2025, I am still being asked by new agents to " start over '' and re-explain the case. 

2. Missing Contractual Documentation ( Loan Servicing ) In XX/XX/2025, my loan underwent quarterly amortization for the first time in eight years ( XXXX quarters ). 

A loan servicing representative ( XXXX ) claimed this was a XXXX requirement and promised to provide the authorizing contract documentation ; she failed to do so. 

Member Advocate XXXX XXXX stalled for months without producing the documents.

SoFi has failed to provide legal proof that this was an original contractual term rather than an undisclosed, retroactive policy change. 

XXXX. Misleading Regulatory Reporting and False Advertising On XX/XX/2025, I filed a CFPB complaint regarding SoFi 's website falsely advertising weekend customer service hours.

These false hours led directly to payment issues
because I could not reach support during advertised times.

SoFi reported to the CFPB that the issue was " completely resolved, '' yet they only fixed one of two links provided. 

The link sofi.comXXXX  remains inaccurate to this day, and a second link, sofi.comXXXX  was discovered to be similarly incomplete or inaccurate. 

XXXX. Failure to Honor Targeted Promotional Offers In XX/XX/2025, I activated an invitation-only 0.70 % APY boost in the SoFi app.

SoFi agents have dismissed my experience, claiming the offer does not exist or confusing it with public new-member promotions.

Despite my requests for a review of app interaction logs to verify the offer, SoFi has neglected to investigate or honor the terms presented to me.

Company response to consumer: Closed with monetary relief