Consumer complaint received 2026-04-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SOFI TECHNOLOGIES, INC.
State: CO

Complaint narrative:
I noticed some suspicious activity on my checking account on XX/XX/XXXX, so I called Sofi to shut my debit card off and report the activity. At this point, I went back through my checking account and saw that there was actually suspicious activity from a variety of merchants dating all the way back to XXXX that I hadnt noticed. The customer service agent from Sofi told me that I would need to file two separate disputes because some of the suspicious activity I was reporting was still pending and had not posted to the account. The following charges are what I have included in both disputes I have filed with Sofi. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The charge from XXXX was the only one that was automatically refunded. I received individual letters via email from Sofi on XX/XX/XXXX that stated that Sofi had determined that no unauthorized activity had occurred on my account and as such, my dispute was closed. They stated that there were frequent logins and access to view account activity and that the transactions were consistent with activity previously on my account. At no point did any member of the Sofi team encourage me to provide specific documentation to support my claim, so I found it very upsetting when every single transaction except one was denied with the same generic message from Sofi. Im sure that I had logged in to my Sofi account to check my balance, but before this happened to me, I was not in the habit of combing through my transactions, as my husband and I share an account and usually keep a decent amount of money in there as we have auto-pay turned on for many of our bills and use that account as our primary account. The statement that the transactions I was disputing were consistent with activity previously on my account might be true for some of these ( I dont know a single person who has never called an XXXX or XXXX before ), but it is not true at all for some of the other transactions XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I also have had account activity from XXXX before, yet that transaction specifically was refunded without question. I then requested to re-open my claim, providing the following as documentation to further support my claim of the fraudulent activity. - Screenshots from my personal phone and computer web browsing history showing that I had never visited the website XXXX before. - Screenshots from my checking account showing no history from XXXX before - Screenshots of my XXXX history, showing that the last XXXX I called on my account was on XX/XX/XXXX, which is inconsistent with the first XXXX charge I reported as fraudulent being on XX/XX/XXXX - Screenshots of my XXXX history, showing no record of the three separate XXXX charges I am disputing - Screenshots from my checking account showing no previous activity from XXXX XXXX - Screenshots from my husbands XXXX account which show all previous transaction history, which was inconsistent with the charges I am disputing This experience took almost three hours of me being on the hold with Sofi customer support, being hung up on multiple times and never called back, requiring me to have to start the whole process all over again with a new agent. I was finally able to get ahold of someone who sent me a link of where to send the documents. I hadnt heard anything from Sofi for several days, so I called customer support again and was told that they never received any documentation from the link that I was provided, and that they had ( without notifying me ) already closed my dispute again. I then requested the link be sent to me once more so that I could provide the documentation again. I received another email from Sofi on XX/XX/XXXX, with the same generic statement that my claim had been denied for the exact same reasons it was denied the first time, before all of the evidence I had provided. I then went and contacted all of the merchants I was disputing transactions from to try to get their help in proving I was not lying about these fraudulent charges. I was able to get confirmation in writing from both XXXX and XXXX that the transactions in question did not come from my account. I also got in touch with the manager of the XXXX XXXX where the charges occurred ( somewhere in New York I live in XXXX ) and he confirmed that these were not under my name and that they were delivered to an address in New York. The manager was unwilling to provide a written statement for me due to privacy reasons, but suggested I file a police report. Both XXXX XXXX and XXXX were completely unhelpful and told me that they did not deal with any kind of disputes and that I would need to go through my bank directly. I filed to re-open my dispute with Sofi and provided the following as even more documentation : - A letter from my employer showing my time clock that proves I was in XXXX, CO during the time of these transactions - An email letter from XXXX stating that these transactions took place in New York and did not come from my account- An email letter from XXXX stating that these transactions were not on my account history - A letter from XXXX XXXX showing that I tried to contact them and was denied further information - My written statement about my conversation with the XXXX XXXX manager, confirming these were delivered to an address in New York On XX/XX/XXXX, I received another email from Sofi denying my claim with another message basically repeating the same thing, that I had previous activity on my account that was similar to the disputed transactions. At this point I filed a complaint with their customer service department, detailing all of the negative interactions Id had thus far and trying to see if someone could provide me with any more assistance in resolving this. The woman I spoke with was apologetic and said that she would try to see if there was anything she could do on her end to assist me, agreeing that it was insane that my claim kept getting denied despite all of the evidence I had provided. She encouraged me to file a police report to further support my claim. I filed a police report on XX/XX/XXXX to document the fraudulent activity, and I contacted Sofi again to re-open my claim with the police report attached. My claim was denied again on XX/XX/XXXX with the exact same, generic message as all of my previous attempts. I have no idea what else to do at this point. Every attempt to speak with a manager at Sofi has been met with a rude employee stating they are the highest level of employee I can speak with, and no one has been able to take a look at my case and logically provide me with an explanation as to why my claim is still being denied despite several different forms of documentation I have provided. Ive reached out to the customer service complaints department multiple times and have been told that they cant do anything to help me. This has taken so many hours of my time if I needed the extra money I couldve just picked up some extra shifts at work at this point as opposed to lying about the whole thing and dealing with the stress of opening and re-opening my claim just to be denied again. Ive had to take time off of work since I can only call Sofi from XXXX to deal with this, and having to change over every single account that I had on auto-pay from my debit card has been its own hassle. I just want to be able to get back the money that was spent on my account without my consent and move on from this. My husband and I will be pulling all of our money out of Sofi when this is through because of how terrible an experience its been.

Company response to consumer: Closed with explanation