Consumer complaint received 2025-05-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: SOFI TECHNOLOGIES, INC.
State: NY

Complaint narrative:
On XX/XX/XXXX, I attempted to transfer {$440.00} from my checking account with SoFi to a reloadable debit card I have with XXXX XXXX " XXXX '' ). This transfer was denied by XXXX  due to what they claimed was an issue with my checking account 's connection. SoFi removed {$440.00} from my account anyway. I have never had a problem transferring money to XXXX from SoFi - or from my other bank, XXXX XXXX- previously. 


When I spoke with XXXX on XX/XX/XXXX via phone, the customer service rep offered to speak with SoFi directly to confirm this and help resolve the issue. I then reached out to SoFi support through their chat app the same day with this information. That day, I was told that the charge could not be disputed while it was pending. 


For context, I was intending to use this {$440.00} to pay my electric bill, which XXXX  offers cash back for doing through them. 


On XX/XX/XXXX, the charge was confirmed, and I contacted support again through their XXXX XXXX  to dispute the charge. I was given ineffective support for doing this through the app, so I then called SoFi 's customer service on XX/XX/XXXX. This call was my third interaction with customer service before being able to file a dispute. As I filed the dispute on this call, the agent informed me that disputes tend to require 10 business days to resolve. I received an email from the dispute team on XX/XX/XXXX, then responded same-day with details and two screenshots of my account with XXXX that showed the declined transfer and my current balance. 


On XX/XX/XXXX, I received a response saying that my claim would be resolved no later than XX/XX/XXXX. I responded on this day noting that I was initially told 10 business days, and requested a call from a supervisor or manager with the dispute department at a number I provided. On XX/XX/XXXX, this email was replied to with a note that my account would be provisionally credited the full {$440.00} on XX/XX/XXXX if a resolution was not yet reached. I did not receive a call from customer service at the provided number. On XX/XX/XXXX, I was notified through an automated note that this amount was credited while the dispute was being worked on. 


On XX/XX/XXXX, I received an email from XXXX saying that the dispute was resolved with no error found, and my claim was denied. This note also informed me that the {$440.00} would be withdrawn from my account on XX/XX/XXXX, and that if I wished to obtain copies of the information used to reach this decision, to please contact SoFi using the help center in their app. I read this email on XX/XX/XXXX. 


On XX/XX/XXXX ( today ), I contacted SoFi through the app and requested all documents related to this dispute. I was not given documents. Instead, a customer service rep submitted an appeal request for me after providing a secure message link to send supporting information. I sent two screenshots of my ledger with XXXX, as well as my account statement with them for XXXX XXXX, where no deposit of {$440.00} appears because it was not accepted by XXXX. I have not yet received an email follow-up to confirm this, and I am deeply concerned that money I earned will be repossessed by SoFi on XX/XX/XXXX. 


In every interaction I have had with the SoFi team, I told them that XXXX had offered to get on the phone with them directly ; in every instance, this was not acknowledged. Counting the support thread on XX/XX/XXXX, I told them this a total of 5 separate times, including in the most recent interaction on XX/XX/XXXX. I have done everything within my power to resolve this situation, and I have never had a transfer issue like this in 20+ years of banking where the issuing bank appears to reject attempts to communicate with the merchant or with myself over the phone over such a significant amount of money, then also sidesteps requests for documentation about the decision.

Company response to consumer: Closed with explanation