Consumer complaint received 2026-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SOFI TECHNOLOGIES, INC.
State: CA

Complaint narrative:
On XX/XX/XXXX, while eating lunch with my newborn child ( XXXX weeks ), my XXXX year old son, XXXX my partner ( who is also an authorized joint user on the account with her own card ) I received a notification asking me XXXX approve a transaction for {$260.00} at XXXX in XXXX XXXX. I immediately said NO after realizing it was a fraudulent transaction. I reviewed my bank statements XXXX saw that a number of unauthorized fraudulent transactions had went through before I received a text confirmation. I called XXXX later that day or the next day. They informed me that I could not report a dispute until the payments posted. So, I waited a few days XXXX called back on XX/XX/XXXX XXXX file a dispute. Totaling approximately {$1000.00}. On XX/XX/XXXX, XXXX denied my dispute in its entirety. I called customer support XXXX explained my situation. Mainly the fact that I was in a completely different location XXXX that I had not shopped at any of the identified stores before. Also, if any pin was required, I believed that someone saw me enter my pin at my last authorized transaction store or used some sort of skimming machine because I also lost my passport there that day. They informed me that I could appeal XXXX provide documentation. They explained that the claim makes sense XXXX them XXXX is clear that it was not mine and had wished, or it would have been nice, that I would have gotten a notification prior XXXX so many unauthorized transactions coming through. Because I did not have an ID at the time ( I was using my passport ), I could not directly go into the stores to have them help me confirm the unauthorized transactions. I could only identify the location of XXXX store near XXXX XXXX LA. When I spoke with them they said they could help, but I would need XXXX come in with ID. So, instead, I filed police reports on both my stolen passport XXXX card, as well as a separate XXXX for its unauthorized use. I uploaded the XXXX reports XXXX a signed verification of truth / declaration from myself XXXX XXXX 's appeal team on XX/XX/XXXX. In that declaration I separately identified XXXX transactions that were authorized which the original sales associated XXXX/or myself had mistakenly included when trying XXXX identify all fraudulent transactions I called them on XX/XX/XXXX XXXX follow up. On XX/XX/XXXX they sent me an email which included a XXXX report of my dispute. It provided the number of what was approved XXXX be returned XXXX me ~ {$400.00} XXXX what was denied ~ {$800.00}, XXXX identified all disputed transactions and " related transactions. '' I emailed them back : " Can you please provide a breakdown of what was approved XXXX what was denied as well as a specific explanation for the reason for denying. I can not tell from the attachment. As you will see from my letter, I explained which transactions were inadvertently included by the customer service representative. '' Those are rightfully denied XXXX should not be included in this claim. " If any denied transactions are any of the XXXX '' separate " disputed footlocker transactions, I would like to further appeal that decision. If that decisions is based upon there being XXXX XXXX XXXX transactions that are " related, '' I would appeal the basis of such decision. As you can obviously tell, there has never been a normal or " XXXX '' XXXX '' authorized " purchase on my account. The XXXX XXXX purchases happened only recently XXXX were for my child. Additionally, I do not see how a XXXX atm transaction is a related purchase. I was pulling out cash for a charity donation. Finally, if any purchases required ATM '' ( they did not, but it was XXXX excuse in their letter ), " you can see from my XXXX reports that my passport was also taken. I contacted the place where both my passport XXXX [ debit card ] were last used, XXXX they claimed not XXXX have any information. I suspect that the person from the store obtained [ m ] y pin by either watching me enter it or through some sort of skimming system on their machine. All of this is detailed in the XXXX reports. Finally, please confirm when I should be receiving the approved funds and an update on the status of the denied funds. '' They simply emailed on the same day, " please provide new information that was not previously provided on the claim. Without new information, this claim will remain closed. Note : XXXX is unable XXXX advise what is needed in order XXXX appeal your claim. '' That same day, still XX/XX/XXXX, I emailed them back " Thanks. I'd say there is new information in my previous email, but I'll try XXXX get more. Please read this email in it's entirety XXXX allow me XXXX continue my appeal. You should be able XXXX have data that shows the terminal location of use compared XXXX the simultaneous use in a different city. I do not have that data as your client and customer and this is becoming unnecessarily difficult, but I'll go through the extra effort XXXX see what I can get from the vendors XXXX help substantiate this. Can you XXXX provide an accurate breakdown of what was approved XXXX what was denied so that I can determine what information I can gather. All I have now is the amounts of approved/denied XXXX a list of all my disputed transactions. Can you also advise as XXXX when the approved funds will be made available? '' XXXX replied back : " this email is XXXX confirm we have received your request XXXX re-open your dispute listed above. Based on the new information you have provided we have begun a new investigation XXXX the final resolution of your claim will be completed as quickly as possible. The results of the investigation will be submitted XXXX you in writing within XXXX business days after completing our investigation. '' I replied : " Thanks. For the record, I said I would reach out XXXX the vendors XXXX obtain further documentation. I also requested a break down of the approved funds XXXX denied funds XXXX further assist me in determining which vendors I need XXXX reach out XXXX further substantiate this. '' On XX/XX/XXXX an email from XXXX ( XXXX ) emailed me stating : " Thank you for contacting us regarding the above mentioned dispute claim. XXXX assist us in our investigation please provide the additional information listed below. Please respond XXXX this email prior XXXX XX/XX/XXXX. '' The information requested was ( XXXX ) " Where was your card kept prior to you calling to order a new card '' XXXX ( XXXX ) " Was in your possession '' ( no typo there, that's how the email reads )... it continues " XXXX or XXXX? If not in possession please provide the date it was lost/ stolen. '' XXXX, it is incredibly improper for them XXXX give me only XXXX day XXXX provide further information while also ignoring all of my requests. Still, I followed their request XXXX emailed them back immediately saying " Thank you. My card was normally kept on my person either in my wallet or in my pocket when I went out XXXX needed it for purchases. It is not in my possession. It was lost/stolen along with my passport on XX/XX/XXXX, after my last confirmed transactions ( XXXX ( XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX ). I was running around for last minute XXXX gifts. I did not notice my card or passport were lost/stolen until the unauthorized transactions on XX/XX/XXXX, which I was notified of on my phone while I was having lunch at ( location not included due XXXX personal information ). XXXX emailed me back about XXXX hours later now saying the XXXX of my claim was denied. When they were just saying portions were approved, yesterday. They only denied the entirety of my claim because I followed up for more information XXXX answered their above XXXX questions. I was confused. I called the number below in their signature box which is signed SoFi Operations XXXX Back XXXX Department XXXX leaves a number XXXX immediately under that signature. Just XXXX find out that this was only the standard customer service phone number. I could not contact this team that changed its representation in a span of approximately XXXX hours or get the information I wanted or clarity. Instead I spoke with an account supervisor who confirmed XXXX me that it did " look confusing '' because they accepted part of the claim and then changed course and its representation that I relied upon XXXX now denied the entirety. She transferred me XXXX disputes. I asked to speak XXXX a supervisor. The supervisor was incredibly difficult and rude from the moment I answered the phone. So, I hung up XXXX called back. When I finally reached disputes again, the representative would not transfer me XXXX a XXXX claiming they would do the same thing she would. She was really nice though, as a side point, so that was okay. All of this XXXX say. Multiple customer service XXXX XXXX XXXX clearly can see this is fraud and unauthorized transactions. I clearly know it as such too. Moreover, if it was not, I could have just waited for the {$400.00} XXXX gone about my day. I was not unreasonable, I just needed a quick break down so I could further substantiate the proof. Instead, XXXX represented XXXX me, XXXX I relied upon that representation, that certain aspects were approved. When I followed up, seeing they XXXX have had XXXX pay the full amount XXXX questioning their investigation tactics or failures, they changed course XXXX denied the claim outright.

Company response to consumer: Closed with explanation