Consumer complaint received 2024-07-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SOFI TECHNOLOGIES, INC.
State: WV

Complaint narrative:
I am writing to formally dispute the resolution of my claim regarding the unauthorized transactions on my SoFi credit card account ( Case ID : XXXX ). Despite providing clear evidence and promptly reporting the fraudulent activities, my claim was denied. This letter aims to reiterate my situation, request specific information, and urge you to reopen and reconsider my case. 

Summary of the Case : Timeline of Events : XX/XX/year> : Last valid transaction. 
XX/XX/year> - XX/XX/year> : Suspected fraudulent activity period. 
XX/XX/year> : I requested to change my phone number from XXXX to XXXX. 
XX/XX/year> : Fraudulent transactions detected, reported, and dispute initiated. 
XX/XX/year> : Received SoFis letter dated XX/XX/year> regarding the investigation. 
XX/XX/year> : Received a letter dated XX/XX/year> stating the investigation concluded no error occurred. 

Fraudulent Transactions : The transactions between XX/XX/year> and XX/XX/year> are fraudulent and should have been flagged and removed. 
These include, but are not limited to 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 Total disputed amount : {$3900.00} ( excluding the XXXX XXXX and XXXX transactions ). 

Additional Information : Discrepancy in Alerts : On XX/XX/year>, I received text messages regarding fraudulent charges and confirmed they were unauthorized. SoFi claims eight alerts were sent, but I only received six for the same charge of {$530.00} to XXXX. If I denied the charges, why were they processed? 

XXXX  Transactions : - I have dealt with XXXX before, but never for amounts like the {$530.00} charge on XX/XX/year>. Valid transactions before XX/XX/year> were under {$5.00}. I did not use XXXX after XX/XX/year>. 

Incorrect Inclusion of Valid Transactions : - Transactions before XX/XX/year> are valid and should not have been included in the fraudulent charges. Please refer to my original call for accurate details. 

Delayed Notification : - I did not receive the letter sent on XX/XX/year> until XX/XX/year>, giving me little time to respond. SoFis decision on XX/XX/year> to deny my claim was made without allowing adequate time for my response. 

Immediate Response to Denial : - I emailed SoFi on XX/XX/year> with the requested information as soon as possible. These emails are timestamped ( see attached screenshots ). 

Inconsistent Fraudulent Case Details : - Transactions from XXXX XXXX and XXXX before XX/XX/year> should not have been included in the fraudulent case. This was communicated during my initial call with SoFi.

Company response to consumer: Closed with explanation