Consumer complaint received 2025-09-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: SOFI TECHNOLOGIES, INC.
State: GA

Complaint narrative:
I filed a debit card dispute with SoFi Bank in XX/XX/XXXX regarding unauthorized transactions. SoFi completed their investigation in less than 10 business days and denied my claim. I only received this denial by email I never opted in or consented to receive dispute determinations exclusively by email, and no physical mail notice was sent. Under the E-Sign Act and Regulation E, written notice must be mailed unless the customer has expressly agreed to electronic delivery. 

The denial notice also failed to meet Regulation XXXX requirements because it did not include : A clear explanation of the findings ; and A statement informing me of my right to request the documents relied upon in the investigation. 

The banks stated reasons for denial rely on circumstantial factors that do not prove authorization. These included : prior merchant relationship, spending habits, stored credentials, absence of NSF denials, account funding before the transaction, XXXX match, and alleged positive SMS/in-app responses. None of this constitutes conclusive proof that I authorized the transactions, and under Regulation E the burden of proof lies with the bank. I did not receive or authorize any SMS or in-app responses. 

In XX/XX/XXXX, I submitted new merchant evidence to challenge the denial. This was not a new claim but a continuation of the original dispute. SoFi has refused to reverse their decision and has not provided adequate justification. I was told I never submitted new information, which is inaccurate my evidence was submitted but not reviewed. I was also instructed to send information to XXXX on XX/XX/XXXX and never received a response. 

Additional serious concerns : I received an email addressed to another customer ( XXXX ) that disclosed the full name of a third party ___ and referenced their unauthorized transactions. This is a privacy violation under the Gramm-Leach-Bliley Act ( GLBA ) and Regulation P. 
When I called in, a SoFi manager acknowledged that SoFi was conducting an internal investigation of the breach, but I was never informed of the results or provided an official breach notice. No protective measures ( such as credit monitoring ) were offered, and instead I was offered only {$10.00} as compensation, which is grossly inadequate. 
During a call with a manager, I was placed on hold for approximately 10 minutes without acknowledgment or apology. 
When I requested access to the call recording for personal/legal review, I was told I would need to obtain a subpoena an unreasonable barrier for a customer seeking records of their own account.

A SoFi representative told me my last interaction with SoFi was in XXXX, when in fact my last contact was in XXXX. It took repeated pushback before this was acknowledged. This demonstrates poor record-keeping and misrepresentation of facts. 
Across multiple chats, emails, and phone calls, my questions were repeatedly ignored, my concerns were only partially addressed, and proper notes were not kept. I am requesting that my interactions be fully reviewed for accuracy, transparency, and honesty. 
I was promised a follow-up email and apology within 48 business hours to address the mishandling of my dispute and the data breach. I never received that promised follow-up, which demonstrates SoFis ongoing failure to communicate transparently or keep proper records. 

I am requesting immediate reimbursement of the disputed funds, copies of all documentation relied upon in the investigation, and written assurance that SoFi will address the procedural, investigative, and privacy failures described above.

Company response to consumer: Closed with explanation