Consumer complaint received 2026-05-28 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Struggling to pay your loan — 
Company: SOFI TECHNOLOGIES, INC.
State: IL

Complaint narrative:
I am requesting a formal investigation into the servicing of my personal loan account with SoFi Technologies, including account origination, underwriting practices, customer-service interactions, communications, hardship-assistance practices, credit reporting, and account-security concerns. At the time I obtained my loan, I believe insufficient consideration may have been given to my overall financial circumstances, including my existing credit utilization, debt obligations, and ability to sustainably manage additional debt. I am concerned that the focus of the lending process was primarily on extending credit rather than ensuring that the loan was appropriate based on my overall financial condition. In approximately XX/XX/XXXX, I contacted SoFi seeking assistance regarding my account and inquiring about payment-relief options, hardship accommodations, or payment arrangements. During that conversation, I was informed that no arrangements or accommodations could be extended to me. Based on my subsequent research and understanding of consumer financial servicing practices, I now question whether that information was accurate and whether all available options were properly disclosed. I specifically request that SoFi review all recordings, account notes, servicing records, and communications related to my XX/XX/XXXX inquiry. I want to determine whether I was provided accurate information regarding hardship assistance, payment accommodations, and available account-management options. During that same interaction, I perceived conduct by a representative that I considered dismissive and unprofessional, including what I interpreted as laughter while discussing my financial situation. At the time, I did not fully understand my rights as a consumer and did not pursue the matter further. Upon reviewing the circumstances now, I believe the interaction warrants review to determine whether company policies, customer-service standards, and applicable servicing requirements were followed. Beginning around early XXXX and continuing through the present, I have also received communications from multiple telephone numbers claiming to represent SoFi. Several of these calls appeared to originate from U.S.-based numbers displayed using international dialing formats or formats that made it difficult for me to determine whether the communications were legitimate. Because of the prevalence of phishing, spoofing, impersonation fraud, and identity-theft schemes, I became concerned that I could not reasonably authenticate whether these communications originated from authorized representatives. As a result, I experienced significant uncertainty regarding whom I could safely communicate with, whether I could provide personal information, and what the correct process was for addressing account obligations. This uncertainty may have contributed to delays in taking action and may have negatively impacted my financial position and credit profile. I am also concerned that insufficient consumer-protection controls were in place to allow consumers to independently verify account-related communications. Given the increasing role of fintech companies in consumer lending, I believe these concerns warrant review to determine whether communication, authentication, and servicing practices adequately protect consumers from potential harm. I recognize that I was dealing with significant personal and financial challenges during this period. I also have a history of XXXX, which can affect impulsivity and financial decision-making. While I remain responsible for my financial obligations, I believe lenders and servicers should provide clear, accurate, and transparent information when consumers seek assistance and should maintain communication practices that allow consumers to confidently verify the legitimacy of account-related contacts. Requested Resolution : 1. Review all recorded calls, account notes, servicing records, and communications associated with my account. 2. Review the XX/XX/XXXX interaction regarding hardship assistance and payment arrangements. 3. Determine whether all available assistance options were accurately disclosed. 4. Identify all telephone numbers and service providers used to contact me. 5. Confirm whether all communications originated from authorized representatives. 6. Review whether communication and authentication practices adequately protected consumers from phishing, spoofing, impersonation, and identity-theft risks. 7. Review account origination and underwriting records to determine whether my overall financial circumstances were appropriately considered. 8. Review any adverse credit reporting associated with my account and determine whether servicing or communication issues contributed to negative outcomes. 9. Correct any inaccurate information identified during the investigation. 10. Reimburse any fees, penalties, or charges determined to have resulted from company error or servicing failures. 11. Provide a written response detailing investigative findings and any corrective actions taken.

Company response to consumer: Closed with explanation