Consumer complaint received 2025-04-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: SOFI TECHNOLOGIES, INC.
State: TX

Complaint narrative:
Product : Checking or Savings Account Issue : Managing an account / Problem making or receiving payments Account Type : Checking Account Company : Sofi Bank Date Issue Began : XX/XX/year> Complaint Description : This is my third formal complaint to the CFPB regarding Sofi Bank 's continued failure to provide competent customer service, accurate resolution of payment issues, and basic banking operations. Prior complaint references are : Complaint # XXXX submitted on XX/XX/year> Complaint # XXXX submitted on XX/XX/year> Both complaints remain unresolved despite repeated assurances from Sofi. The situation has worsened, and now a new, related incident involving my son has emerged, exposing even more operational failures. 

Original Complaint Summary : On XX/XX/year>, I used Sofi 's Bill Pay service to send XXXX {$600.00} checks to XXXX for XXXX dues. When I requested check images, XXXX first sent the wrong ones. I followed up multiple times, but each interaction with customer service was chaotic. Support agentsmainly based in the XXXX untrained, unable to follow instructions, and repeatedly asked for the same information. The lack of access to previous chat records meant restarting the process every time. 

Eventually, Sofi claimed they reissued new checks and sent them via express mail. However, my HOA received checks with stop payments placed on themwithout my authorization. Sofi never offered a logical explanation for this and failed to verify whether the original checks were ever delivered or not. The entire Bill Pay process broke down due to internal miscommunication, disorganized support channels, and no accountability. 

Sofis brand image as a technology-driven company is a complete mismatch with its broken infrastructure and outsourced support. Promises were made but never fulfilled, and the issue has been dragging on for over XXXX months. Sofis response has been generic, dismissive, and ineffective. 

New Complaint Wire Transfer Issue for My Son A new issue has now emerged involving my son, XXXX XXXX, whose Sofi account ends in XXXX. He intended to make an ACH transfer, but due to misleading XXXX and poor customer service guidance, the transfer was processed as a wire transfer, incurring an unnecessary {$30.00} wire fee. 

We opened a support ticket ( # XXXX ) and followed up for XXXX days. Eventually, Sofi admitted their fault, but instead of fixing the issue or refunding the fee, they kept sending us in circles. On XX/XX/year>, we had yet another failed support chatagain with a XXXX representative who failed to understand the issue even after the full email thread was provided. 

To make matters worse, Sofi customer service adopted a game of deflectiontelling my son to ask his father ( me ) to reach out, and then telling me to ask my son to contact them instead. This ping-pong of accountability is absurd and offensive. Just do the work and stop wasting customer time. 

Ongoing Pattern of Failure Sofi seems fundamentally unprepared to operate as a bank. Their obsession with cutting costs through offshore outsourcing has resulted in : Untrained, disorganized, and poorly supervised customer service No consistent chat or issue tracking Confusing escalation paths with no ownership Prolonged resolution timelines A culture of passing responsibility instead of solving problems Sofis left hand doesnt know what the right hand is doing. Whether its check payments, wire refunds, or chat handling, nothing is working as it should. As a technology company, they should enable customer self-service. Instead, they push customers through frustrating, unnecessary loops with agents who create more problems.

Company response to consumer: Closed with explanation