Consumer complaint received 2024-10-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SOFI TECHNOLOGIES, INC.
State: GA

Complaint narrative:
This began XX/XX/XXXX. SOFI sent a message that asking if I had made purchases from XXXX XXXX. There were XXXX transactions. I replied that I had not made these purchases. They stopped my card and started the process of sending a new one. I could use the new online card for and placed it into XXXXXXXX XXXX. It took about 10 days to receive the card. I used it sparingly until I received the actual card. When the card arrived I had to change automatic payments with several vendors that I have dealt with over many years. I was checking my account very frequent due to the issues. On Thursday XX/XX/XXXX I received a message asking if I had made a payment to XXXX in XXXX XXXX  with my debit card that I had only had for 3 days. I stated I had not and that's where my nightmare begins. We had to go over each transaction, them asking if I had made the purchases. I never could see the XXXX but there was XXXX charge in the pending area that I knew i had not made, I was to XXXX XXXX. I told them about it. They stated they would need to place a restriction on my account for 24 hours. It would only affect my account not my debit. They wanted to investigate where these charges are steming from. I was fine with that, little did I know it affected everything. They moved {$1000.00} into XXXX, stating if I need money I will be able to get it from there, well that was a complete lie. That was restricted too. I have spoken with them multiple times on XXXX  XX/XX/XXXX, XXXX  XX/XX/XXXX and XXXX  XX/XX/XXXX. Each time they say it is being investigated and they do not know when it will be released. Finally yesterday XX/XX/XXXX demanded to speak to a supervisor, they stated the supervisor could not help because my funds are being investigated for the fraudulent charges. This morning XX/XX/XXXX @ XXXX I received a call from the investigation department, it's very difficult to understand these people, I think his name was XXXX. He asked if I had attempted to use my debit card and of course I had not because I knew it was still restricted, he said give it 2 hours and your account restriction will be lifted the investigation is completed. I waited 3 hours and went into the app to see if it was working, it remained restricted. I called and was told the same XXXX  that I had been told multiple times, it was restricted and they didn't know when it would be removed. I didn't get too upset at this point but I asked to speak to a supervisor they stated a supervisor can not help. I did let them know I need to speak with the investigation team. I asked to be transferred to them they stated they were unable to do this. Several hours later and multiple times checking to see if the restriction was removed " XXXX '' called again to say just give it a little longer. He promised it would be lifted today. I waited a bit longer. I called again at XXXX got a male foreign customer service rep, he told me the same XXXX that I had heard multiple times. I am an extremely patient person, I am a XXXX. I never get mad but they are messing with the money that I work hard to make, I can not get groceries, put gas in my car, get dog food, pay bills because they continue to have the restricted account attached. I asked how he would like it if his money was tied up like this for a reason that's not my fault, I'm having to suffer for these fraudulent charges that they brought to my attention. I let them hold it, I really do not know what to do, I feel helpless. I can't get anyone at SoFi to release my money. I'm actually getting so upset about this just talking about it. I have a direct deposit that will go in XXXX  night and if it's still restricted it won't go in. This is so wrong on so many levels. I feel as though they are doing this for no reason. Help me please They did call from the investigation department promising that the restriction would be lifted today. While I was on hold waiting, we suddenly got disconnected and they never called back. I only have the customer service number but it does no good. This is wrong on so many levels.

Company response to consumer: Closed with explanation