Consumer complaint received 2024-10-02 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: SOFI TECHNOLOGIES, INC.
State: UT

Complaint narrative:
XX/XX/year> Is when this all started I got a text with at XXXXXXXX XXXX about an esim being put on our account. I texted all my children and no one had a new phone. Around XXXX I got an access code to our SoFi account. I tied to log onto SoFi but I was logged out. I honestly just thought I would call in the morning. The next day while at work my phone would not send or receive texts and no calls in or out so I messaged XXXX as soon as I got home. I noticed XXXX other phones on our account. XXXX did nothing at first but my husband was sure it was fraud and got hold of their fraud dept. While doing that we got very nervous about our SoFi account. I could not use my phone so I was trying to use my daughters while my husband was trying to work with XXXX. SoFi refused to let us in the account and told us that first we would have to wait XXXX hours to get in our account. Even after all we had told them everything that was happening. We asked if there was anything suspicious on our account and we were told no but that our account was at XXXX XXXX  even though we knew we had {$13000.00} in there. We were told we could not access the account. When we finally did we noticed all of our money had been transferred to XXXX different banks and my last paycheck was moved from our checking to savings and transferred out as well. {$3900.00} went to an XXXX and XXXX XXXX  and the other to XXXX XXXX XXXX. We got an email from XXXX XXXX they were going to close the account and mail us the money but when we called we were told we could not get any information on the account and we told them this was fraud. We have tried over and over to dispute the charges at SoFi and keep the account on hold but every few days they unfreeze the account and tell us it is active and ready to go. We finally got XXXX email today after 12 days saying no errors were found in our account and we will not be getting the {$3900.00} dollars back. We have yet to here about the {$10000.00} transferred to XXXX XXXX XXXX  but did get a debit card in the mail from XXXX. XXXX has worked well with us and helped us secure the account. They also tried to transfer {$5000.00} from another bank of ours called XXXX XXXX XXXX XXXX XXXX. We called them and they immediately stopped the transfer and helped us secure our account. SoFi so far has not secured the account I can see even after calling putting in the disputes that the other person accessed our account XXXX more times. It is in our history but apparently on their end there are no errors. I am so frustrated and we have filed reports with everyone we have been told about, identityfraud.gove, we froze our credit reports, we have filed a police report, an XXXX, put in disputes for our account transfers and the credit card we had never used was also put up to the full amount of {$3500.00} over night but SoFi has no errors on our account? Please help us!! This is the worst thing that could happen to us and we really need the money for our children 's college and marriages. We have XXXX children and this is all of our money plus my last paycheck!

Company response to consumer: Closed with explanation