Consumer complaint received 2025-09-26 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: NY

Complaint narrative:
This is essentially my complaint against Sofi Bank ( Social Finance LLC ). 

When it came to my particular chargeback dispute with XXXX, Sofi had allowed for XXXX to infringe upon my protective rights as a consumer. 

Actually, by Sofi not taking the proper action under the chargeback process they in effect, had advanced harm to me while allowing for this merchant 's deceptive business practices to remain uncorrected.

Therefore, Sofi is equally liable for it's wanton failure to mitigate damages hence, needs to be held fully accountable under the CPFB 's authority.

The facts presented herein, will show among other vital factors, precisely how Sofi disregarded the layer of security for customers like me, while failing to perform the proper action after their investigation. It further shows how Sofi disregarded my consumer protection rights and crucial procedures under the chargeback process.

Accordingly, but not limited to, these are the facts : On XX/XX/year>, I used my Sofi Bank XXXX XXXX to make an {$180.00} online purchase from XXXX for a XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX. Upon receiving the mattress I realized shortly thereafter that the item was not as described and of much inferior quality. 

So, on XX/XX/year>, I requested a refund and pick-up return via XXXX and they indicated that XXXX XXXX XXXX ( XXXX  ) will make 3 attempt by XX/XX/year>. On XX/XX/year>, after a 3rd attempt wasn't made by XXXX to pickup the item I called XXXX Customer Service and spoke to XXXX XXXX, to reschedule another pick-up date while requesting a refund. 

XXXX XXXX said he sees that I timely made a request within 30-days to return the item, and no 3rd attempt was ever made. Therefore, he will note the account and someone from XXXX will email me within a few days to follow-up on the matter. 

XXXX neglected to contact me nor did they refund my {$180.00}, neither did XXXX make another attempt to pickup the mattress after XX/XX/year>. On XX/XX/year>, I filed a dispute for the charge with Sofi Bank via chat with Agent XXXX, for XXXX 's refusal to honor the return and refund policy, whereby she initiated the chargeback process. 

On XX/XX/year>, Sofi emailed me to say they reached a final decision and after conducting a thorough investigation they determined that no error had occurred, and as a result my claim was denied. 

On XX/XX/year>, I chatted with Sofi requesting the documents they reviewed for the investigation. In reply, SoFi provided a link to XXXX of XXXX 's XXXX entitled " XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX  ( a copy is attached hereto ). 

Sofi also provided me with an option to respond and appeal, whereas, on XX/XX/year>, I emailed SoFi making a formal request to appeal the denial of my claim and to maintain the provisional credit " status quo '' during the process. I added that XXXX 's rebuttal didn't address its refusal to honor the return and refund policy. 

On XX/XX/year>, SoFi replied that they received my request to appeal the decision and wanted me to provide new information that was not previously provided on the claim stating " Without new information, this claim will remain closed. '' On XX/XX/scrub>XXXX I responded with an email and attached an invoice for the item along with additional facts. On XX/XX/year>, Sofi replied " Please provide Proof Of Return of merchandise, or attempt to Return merchandise. 

On XX/XX/year>, I emailed Sofi a screenshot of my Call Log thereby, showing a call to XXXX on XX/XX/scrub>XXXX and an XXXX Online Return Center Confirmation along with additional facts. 

On XX/XX/year>, Sofi emailed me stating " Despite further investigation, we still do not find that an error occurred ; therefore, no funds will be credited to your account and this matter is considered closed. 

Also on XX/XX/year>, Sofi reversed the {$180.00} provisional credit issued to me on XX/XX/year>, wording it as miscellaneous debt along with reversing a {$0.00} interest adjustment. 

Further, on XX/XX/year>, I chatted with Sofi disputes Representative XXXX XXXX and requested the documents from the appeal, She said that she will put in a ticket to order the recent documents and a link will be provided via email from their escalations dept. 

In addition, on XX/XX/year>, XXXX, I further replied by email to SoFi 's 2 emails sent on XX/XX/year>, XXXX and XXXX along with a response to their secure inbox message and document entitled 'XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

I also raised XXXX some of which are as follows : - Upon review of the XXXX pages of XXXXXXXX XXXX rebuttal. it revealed that aside from what XXXX has been refuting all along about a return not being made, to the contrary " Mattress products are nonreturnable because they may pose potential health and safety risks once sold. '' - Thus, XXXX offers " returnless refunds '' while allowing the customer to keep the item and still receive a full refund. 

- For Mattresses, XXXX 's own " RETURNS AND REFUNDS ACCEPTANCE POLICY '' on page 13 says " You can request a return or refund for any reason within 100 days of receipt of shipment. '' - Furthermore, as is the case here, unboxed, expanded, and full size mattresses are not returnable, but are eligible for a refund ''. 

- So, I am fully entitled to a 100 % refund, regardless of whether or not I returned the mattress. 

- This now raises the question as to : " How can Sofi conduct a further investigation, and still find that no error occurred, when clear facts SHOWED HOW XXXX WAS ACTING IN BAD FAITH BY REFUSING TO HONOR IT'S VERY OWN RETURN POLICIES ''? 

- XXXX had further breached the terms of their policies ; yet for Sofi not to address that on appeal nor conduct a true investigation only shows they're acting unjustified especially with their 2 unfair denials in this case. 

- Sofi neglected to perform the minimum standard of review as they failed to see that XXXX was incorrectly rebutting the wrong issue about the Mattress not being returned, when the real issue was their refusal to abide to it's Return Policy ( s ). 

On XX/XX/year>, I emailed Sofi putting them on notice that I intend to contact the proper authorities, if my {$180.00} plus applicable interest is not credited back to my account. On XX/XX/year>, SoFi emailed me saying they receive my appeal request and wanted new information that was not previously provided on the claim. 

On XX/XX/year>, I emailed Sofi Bank my response with 2 Screenshots of XXXX 's Policy on Returnless Refunds and Mattresses ( taken from page XXXX of XXXX 's rebuttal, document to Sofi ) along with additional facts upon my dispute. 

Ironically, 10-days later, on XX/XX/year>, SoFi replied that they wanted me to provide prior to XX/XX/year>, a copy of the XXXX  tracking information or XXXX 's shipping label which shows that no pickup attempts were made with proof of re-submission of the new return request including XXXX 's Order Return History of the item. 

On XX/XX/year>, I emailed Sofi requesting a full refund along with reiterating that since its a returnless refund, there is no need for an Order Return History nor proof of re-submission of the new return request. 

After all was said and done, on XX/XX/year>, SoFi emailed .me back to state they have made a final determination and despite further investigation they still did not find that an error occurred ; therefore, no funds will be credited to my account and closed the matter. 

On XX/XX/year>, I emailed Sofi to request copies of all documents submitted and used in determining their final outcome of the appeal and investigation. I also added that because Sofi didn't performed a proper investigation into my dispute, nor resolved my claim in a fair and just manner, I will be filing my complaint ( s ) against Sofi as previously advised. 

Finally, On XX/XX/year>, SoFi ) replied " attached is the documentation we used in completing our investigation ''. 

That was our last series of communications. 

Upon my review of the document, it was the same rebuttal that XXXX first submitted with no reply to anything that was updated. 

For further proof of the above facts attached hereto are the thread of emails between Sofi and myself that prove what I stated herein. Such indeed, are a true and accurate account of the vital facts that supports my position.

Company response to consumer: Closed with explanation