Consumer complaint received 2024-04-01 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:
On XX/XX/year>, I received my first direct deposit to my Sofi checking account ( {$12000.00} ) from a prior XXXX  employer ( XXXX : XXXX ). I needed to send {$7900.00} to a prior employee ( XXXX XXXX ) to whom a portion of this direct deposit is owed. As I'm new to SoFi, I sent {$1.00} to him to ensure he could receive It without having a SoFi bank account. He received It. I then tried to send the rest of his money ( {$7900.00} ) which then said the maximum was XXXX XXXXXXXX per day. I called him and said I'm going to just send you XXXX XXXX right now to help you out with your financial situation and then I'll call SoFi and see what the best way to send you the rest is. I tried to send {$990.00} through SoFi app which said " try again '', I tried to send {$990.00} again as told by the app and It got declined again. I waited until the next day to call SoFi and ask what the best way to do this was. I was told I could either send XXXX XXXX XXXX per day for XXXX days and each transaction would take XXXX business days to process on his end I then asked if there was an alternative solution ; SoFi informed me I could connect my SoFi account to XXXX and send through there at bigger increments. I asked if this would create the same issue and I was told It wouldn't. I connected my card and sent the maximum I could per day which was {$4000.00} through XXXX. XXXX declined the transaction and then I received a text from XXXX asking if this transaction was mine and if so, reply " yes '' to confirm. I replied " Yes '' to confirm It indeed was my transaction and was told to try and send the money again. I tried to send the {$4000.00} again ; once again I got declined by XXXX. I then got a notification through SoFi app asking to confirm It was me doing the transaction which I confirmed It was. SoFi app then told me to try the transaction again which I did through XXXX  ; Once again It was declined despite following every direction I was told to do by SoFi team when I called in. I decided to take a break from trying at the moment and checked back in the evening to see SoFi froze my account completely not allowing me to use my Debit Card, Send Money, Pay Bills, or do anything whatsoever despite following as I was told. I have now called in numerous times to SoFi and despite having bills to pay, a prior employee now is getting penalized for paying his mortgage late due to not receiving funds he was expecting to receive in a timely manner they do not care whatsoever. They are completely holding my money hostage. They read the same script every time : " We will make a note for you and you call back in to try again ''. I have been left voicemails by their " Internal review team '' which I can't call as they don't accept inbound calls. When I call the number given in the voicemail to speak to the person who left me a voicemail I get told they can't transfer me and they are the only person to speak to. When I ask to speak to a manager or supervisor they say they don't have one. Even when I asked, " Why do I keep getting voicemails to call in and speak to an internal review member '' they said they were sorry and couldn't do anything besides leave a note. I have repeated myself every single phone call about my situation as no one has taken notes despite saying they are until my 2nd to last call recently. Despite them having lengthy notes informing them It was indeed their fault for my account being frozen by following their instructions ( Which was on a recorded call they have a record of ) Nothing has moved whatsoever and they can't give me updates nor have any expected timeline on when I can have access to my money. This has been the worst experience I've ever had with a banking institution in my life.

Company response to consumer: Closed with explanation