Consumer complaint received 2024-07-24 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: SOFI TECHNOLOGIES, INC.
State: AZ

Complaint narrative:
In early XXXX, XXXX I was notified via email by SoFi that it was now a XXXX member. My partner, who is not on my account, has been taking care of her mother who has been in a hospital for over a year, with no insurance. She is an XXXX and asked if I would receive funds from her customer to my account. I said I would, and in late XXXX I was sent XXXX {$500.00} XXXX payments from her customer. A few weeks later I was trying to access XXXX on my account at SoFi and was unable to do so. I called in and discussed with a few SoFi employees the issue that I was having and I was informed that SoFi was new to XXXX and less than 10 % of SoFi members had access to XXXX. Apparently, at least for a few days, so did XXXX I was told that SoFi was working out the bugs in the program and would offer it to all of its members later in the year. On XXXX XXXX, I was notified via email that my checking account with SoFi was temporarily restricted and that I needed to call the number in the email. I did so and was asked about the XXXX payments I had received in late XXXX and I told the employee about my partner 's situation and that the payments were actually for her to buy her materials for the art piece she was to create. I was then told that my information would be reviewed and I would be notified the decision by SoFi. On XXXX XXXX, I was notified by email that my account would closed and I would be issued a physical check once my account balance had been verified. The balance in my checking account at the time was {$1800.00}. On XX/XX/XXXX, after coming home from work, I checked my mail and had received a check from SoFi for {$.00}. XXXX XXXX cents. I called SoFi when I got in the house and spoke with someone who told me that the XXXX payments were returned to the issuer on XX/XX/XXXX. I was then disconnected and on my first day off, Wednesday, XX/XX/XXXX I called Sofi and spoke with multiple people in " banking '', " member security '' and " dispute ''. Everybody gave me the same runaround that the people in their " back office '' could not be contacted, that I violated their member agreement, and that they had no more information regarding the original issuer of the XXXX payments request to have the money returned. I repeatedly asked each SoFi employee to provide me with the specific section of the member agreement that I violated, and none was given to me, only the broad umbrella of the member agreement, nothing specific. As of XX/XX/XXXX, the member user agreement on SoFi 's web site is dated XX/XX/XXXX and I could find no mention in the agreement regarding XXXX. I was never notified by SoFi that the other party was requesting the XXXX payments to be returned. SoFi unilaterally and arbitrarily took the funds from my account without notifying me. My partner had already sent the artwork to the customer and now the customer was sent the remaining funds in my account by SoFi without any notification or approval by me. Each SoFi employee obfuscated by repeating the same statement that I violated the member agreement, and yet not one employee would cite the specific section of the agreement that I violated. And then SoFi takes my funds and returns them to the original issuer without any notification to me.

Company response to consumer: Closed with explanation