Consumer complaint received 2025-04-03 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: SOFI TECHNOLOGIES, INC.
State: TX

Complaint narrative:
============================== COMPLAINT ============================== On XX/XX/XXXX, SoFi escalated its deceptive practices concerning the denial of two promotional offers for my SoFi Unlimited 2 % Credit Card ending in XXXX : Balance Transfer : 0 % Intro APR on purchases and balance transfers for 15 months.

{$200.00} Credit : Receive a {$200.00} statement credit when you spend {$1000.00} in the first three months.

SoFi repeatedly missed its own deadlines, provided responses with inconsistent or missing reference numbers, and wiped my customer records. New investigations were opened, and I was transferred between representatives who offered contradictory, false, and misleading statements without addressing my concerns or providing resolution, as detailed in the following timeline. 


============================== TIMELINE ============================== XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ************ ITEM 1 ************ At XXXX XXXX, I received a one-way notification email from an unidentified individual with the subject Acknowledgment of Your Experience XXXX that stated, We have filed a complaint on your behalfour internal Resolution Teamis currently reviewing your issuean update will be provided as soon as possible. '' ( Attachment 1 ) FACTS : SoFis assurance that... an update will be provided as soon as possible was falseno update regarding was ever received and SoFi simply ignored all my subsequent inquiries regarding XXXX. 

************ ITEM 2 ************ At XXXX XXXX, I received an email from XXXX XXXX, SoFi Resolution Specialist, with the subject Acknowledgment of Your Concerns that stated, We understand that you signed up for our credit card to take advantage of the promotions, and it must be very frustrating when things dont go as planned. I will be your point of contact from now on and will stay with you until this is resolved. I have sent an email to our Credit Card team detailing the issue and informing them of every step thats been taken. The screenshots you provided are very helpful. Please keep in mind that the team doesnt work over the weekend and will be back in the office on Monday. I will reach out to you on Tuesday and will stay in contact until we can resolve this. ( Attachment 2 ) FACTS : From the beginning, XXXX XXXX 's statements were false and misleading. She failed to follow through on her promise to " reach out on Tuesday. '' For months, she offered only empty assurances, ignored raised concerns, and made no progress toward a resolution. Despite acknowledging that I signed up for the card to take advantage of the " promotions, '' she focused solely on my denied Balance Transfer offer, overlooking my denied {$200.00} Credit offer. After 80 days of delays and unfulfilled promises, XXXX XXXX confirmed in an email dated XX/XX/XXXX, that her earlier commitment to " stay in contact until we can resolve this '' was false, as she referred me to an unnamed representative from the SoFi Member Advocacy Team. ( Attachment XXXX ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  At XXXX XXXX, I sent an email to XXXX XXXX expressing my concerns, advising I could not reconcile the open investigations, and confirming her promise to reach out on Tuesday was false. ( Attachment 3 ) At XXXX XXXX, I received an email from XXXX XXXX, SoFi Resolution Specialist with the subject Follow up that stated, I sincerely apologize for not following up with you yesterday. I have submitted a request to our credit card team to have the balance transfer promotion reissued, as the window for that would have been 60 days from the approved application. I will confirm with you once this has been reissued, and we can try it again. ( Attachment 4 ) FACTS : On XX/XX/XXXX, XXXX explained that SoFi denied my balance transfer because SoFi omitted the promotional offers from my Terms & Conditions during its onboarding process. Even after SoFi corrected this error, every subsequent balance transfer request was still denied. 

Despite multiple open/unresolved investigations, XXXX XXXX confirmed that SoFi simply expired my promotions based on my credit card approval date. At some pointlikely on XX/XX/XXXX, exactly 60 days after XXXX XXXXSoFi removed the Balance Transfer offer from my Terms & Conditions without notice. Similarly, the {$200.00} Credit offer was removed from my Terms & Conditions without warning, probably on XX/XX/XXXX, exactly 90 days after XX/XX/XXXX. ( Attachment 5 ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At XXXXXXXX XXXX, I called SoFi and spoke with XXXX, who revealed that XXXX was linked to a XXXX complaintwell before I had any relationship with SoFi. 

At XXXX XXXX, I emailed XXXX XXXX a letter outlining Edwins concerning revelation and explaining why the resolution she proposed in her email dated XX/XX/XXXX, was not viable. I also included my proposed resolution for SoFis denials of my Balance Transfer and {$200.00} Credit offers. ( Attachment 6 ) FACT : I received no assistancelet alone resolutionfrom XXXX XXXX or the SoFi Member Advocacy Team.

# XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At XXXX XXXX, I received an email from XXXX XXXX, SoFi Resolution Specialist with the subject Follow Up that stated, We wanted to provide you with an update on your situation. Currently, this issue is being addressed by several other departments, and we have discovered that other accounts are experiencing similar problems. I have requested an update and will share it with you as soon as I receive it. I have also received your letter and will forward it to the appropriate department that handles such correspondence. I will keep you informed with any new information I receive. ( Attachment 7 ) FACTS : I have no idea which letter XXXX XXXX forwarded to the appropriate department. I received no assistancelet alone resolutionfrom XXXX XXXX or the SoFi Member Advocacy Team. XXXX XXXX confirmed my issues were not isolatedother customers were also impacted by SoFis deceptive business practices described herein. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At XXXX XXXX, I received an email from XXXX, Member Service Delivery Account Manager with the subject [ SoFi ] Re : XXXX | 0 % XXXX for 15 Months on Balance Transfers ( New Cardholders ) Fee structure ( 5 % or 10 ) that stated, Your request ( XXXX ) has been updated and, Our SoFi Bonus and Rewards Team are working to review your request, received on XX/XX/XXXX. To add additional comments, reply to this email. ( Attachment 8 ) UNRESOLVED INCONSISTENCIES : 1. The distinction between case # XXXX and XXXX, which was opened on XX/XX/XXXX, remains unresolved ( Attachment 9 ) ; 2. SoFis first email regarding # XXXXfrom XXXXarrived 30 days after the case was created on XX/XX/XXXX, despite the false claim from SoFi representative XXXX on XX/XX/XXXX, assuring me that I would receive an update within 10 days ( Attachment 10 ) ; 3. The reference to XXXX : a ) It does not match any of my SoFi account numbers ( Checking, Savings, Credit Card, Invest ) ; b ) It is inconsistent with any of the numerous investigations opened by SoFi ( XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX ) ; and , c ) It does not align with the internal account number ending in XXXX described in the SoFi letter received XX/XX/XXXX ( Attachment 32 ), from an unidentified representative in an unidentified department.

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At XXXXXXXX XXXXXXXX, I emailed XXXX XXXX, advised her statement, I will be your point of contact from now on was false, and provided details of the request for information I received from XXXX, Member Service Delivery Account Manager. ( Attachment 11 ) At XXXXXXXX XXXX, I emailed XXXX as per her instructions ( cc : XXXX XXXX ), attached the requested documentation, and shared my concerns. ( Attachment 11 ) FACTS : I received no assistancelet alone resolutionfrom XXXX, XXXX XXXX or the SoFi Member Advocacy Team.

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At XXXX XXXX, I received an email from XXXX XXXX, SoFi Resolution Specialist with the subject Follow Up on the Balance Transfer issue that stated, Thank you for your patience. I received an update on the ticket this morning. Our engineering team is currently working to resolve the issue, and I will follow up with you once it is completed. I am also working with my direct peers to see if we can provide any type of credit due to this experience and the length of time it has taken to resolve the issue for you. ( Attachment 12 ) FACTS : The SoFi email dated XX/XX/XXXX ( Attachment 9 ), with the subject " SoFi Technical Issues - XXXX : Waiting For Resolution, '' stated, " This request has been forwarded to our engineering team for resolution. '' The SoFi email from XXXX XXXX dated XX/XX/XXXX ( Attachment XXXX ), stated, " ... our engineering team is currently working to resolve the issue. '' As of XX/XX/XXXX, the SoFi engineering team had been working on my denied offers for 223 days without any resolution. This extensive delay highlights significant engineering flaws in the platform and a concerning lack of urgency in resolving customer problems. 

I am unclear which " ticket '' XXXX XXXX was referring to, and as indicated in the subject of her email, she focused exclusively on the denied Balance Transfer offer, completely ignoring the denied {$200.00} Credit offer. The SoFi letter I received XX/XX/XXXX ( Attachment 32 ), stated my {$200.00} Credit offer was denied due to a " technical issue '' and asserted, " we have since credited your account {$200.00}, '' a statement that can not be verified. 

XXXX XXXX 's promise to follow up on " any type of credit due to this experience '' was falseI never received any follow-up from her. Indeed, I received no assistancelet alone a resolutionfrom XXXX XXXX or the SoFi Member Advocacy Team. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  At XXXX XXXX, I sent an email to XXXX requesting resolution. ( Attachment 13 ) FACT : I received no assistancelet alone resolutionfrom XXXX, XXXX XXXX, or the SoFi Member Advocacy Team. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  At XXXX XXXX, I received an email from XXXX XXXX, SoFi Member Advocacy Team with the subject SoFi Credit Card ( XXXX ) that stated, ... at your earliest convenience, please call us. ( Attachment 14 ) At XXXX XXXX, I called XXXX XXXX and the call lasted 26 minutes. 

At XXXX XXXX, I sent an email to XXXX XXXX that confirmed our conversation and provided my recent letters to XXXX XXXX ( Attachment 15 ) FACTS : Again, I am unable to reconcile XXXX as described above under XX/XX/XXXX. At the start of the call, XXXX XXXX claimed she would be my advocate throughout this process. It was immediately clear that XXXX XXXX was uninformed, had not reviewed my concerns before contacting me, and was unable to pull up my letters during the call. It was naive to believe XXXX XXXX would advocate on my behalfshe was certainly never my advocate. I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX, XXXX XXXX or the SoFi Member Advocacy Team. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Around XXXX XXXX, I noticed an unexpected {$200.00} direct deposit in my SoFi Checking Account ending in XXXX, dated XX/XX/XXXX. The deposit was labeled as a " Marketing Credit, '' but I had received no prior notice about it. While the SoFi app offered an option to " Report '' the transaction, the platform blocked me from doing so. ( Attachment 16 ) At XXXXXXXX XXXX, I called SoFi, and XXXX confirmed that the deposit was " something I earned based on a direct deposit promotion, '' and the " Marketing Credit '' description was accurate. I remembered adding direct deposit after seeing a SoFi promotional offer and accepted XXXX explanation. 
At XXXXXXXX XXXX, I emailed XXXX XXXX and XXXX to inform them of XXXX confirmation regarding the direct deposit that I had " earned based on a direct deposit promotion. '' ( Attachment 16 ) FACT : I received no assistancelet alone a resolutionfrom XXXX XXXX, XXXX, or the SoFi Member Advocacy Team.

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXt XXXX XXXX, I emailed XXXX XXXX and XXXX confirming the various delays. ( Attachment 17 ) FACT : I received no responselet alone resolutionfrom XXXX XXXX, XXXX, or the SoFi Member Advocacy Team. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  At XXXX XXXX, I received an email that stated, The company has responded to your complaint. ( Attachment XXXX ) The unsigned SoFi response letter ( Attachment 19 ) from an unidentified representative in an unidentified departmentstated : ********** ITEM 1 ********** During the onboarding of your account on XX/XX/XXXX, you were offered two SoFi Credit Card promotions with the associated terms and conditions : Get 0 % Intro APR on purchases and balance transfers for 15 months ; A {$200.00} statement credit when you spend {$1000.00} in the first three months. You first contacted SoFi on XX/XX/XXXX after several unsuccessful attempts to complete a balance transfer. ( Attachment 19 ) FACTS : SoFis statement is falseduring the onboarding of my account on XX/XX/XXXX, SoFi failed to include both promotional offers in my Terms & Conditions.

SoFis statement is falseI first contacted SoFi on XX/XX/XXXX after repeatedly being unable to apply via the Apply Now link provided in the SoFi email dated XX/XX/XXXX, with the subject Congrats! XXXX, 0 % Intro APR for 15 months is waiting. Youre eligible to apply for the SoFi Unlimited 2 % Credit Card. ( Attachment 20 ) XXXX apologized for the error, provided an alternative link, and my application was immediately approved. However, my first balance transfer request on XX/XX/XXXX was denied by SoFi. XXXX explained this occurred because SoFi omitted both promotional offers from my Terms & Conditions. Although XXXX assured me the errors would be corrected, SoFis resolution process was slow. ( Attachments 5, 6 ) As documented herein : a ) the SoFi letter dated XX/XX/XXXX, confirmed my Balance Transfer offer was denied due to a system failure ( Attachment 19 ) ; and, b ) the unsigned SoFi letter I received on XX/XX/XXXX, from an identified representative in an unidentified department finally attributed denial of my {$200.00} Credit offer to a technical issue. ( Attachment 32 ) In an email dated XX/XX/XXXX, I documented my concerns to XXXXXXXX XXXX.. ( Attachment 22 ) I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX , or the SoFi Member Advocacy Team .

********** ITEM 2 ********** Support ticket XXXX was opened on your behalf to investigate the issue.The technical error you experienced was complex and not quick to resolve. We apologize that you were unable to complete the balance transfer request. We did identify a system failure. ( Attachment 19 ) FACTS : Indeed, I received an email dated XX/XX/XXXX ( Attachment 9 ), with the subject XXXX : XXXX - SoFi Technical Support : XXXX that stated, This email is to confirm that your technical support request ( XXXX ) has been been received by the SoFi Member Technical Support Team for review . Once we have an update on XXXX OR if we need any additional information from you ; a member of the SoFi Member Technical Support Team will be in touch with you. The next day, I received an email dated XX/XX/XXXX ( Attachment 9 ), with the subject SoFi Technical Issues - XXXX : Waiting For Resolution that stated, The SoFi Member Technical Support Team has thoroughly reviewed your request. We have confirmed that your experience is a result of something not working as expected. This request has been forwarded to our engineering team for additional review. Our teams are working closely together to resolve this as soon as possible. Unfortunately, we are currently unable to provide an estimated time for resolution. However, we will notify you as soon as the status of your request changes or if any additional information is required. To date, no notification of any change to the status of XXXX has been received and all identified issues are still unresolved. 

In an email dated XX/XX/XXXX, I documented my concerns to XXXXXXXX XXXX.. ( Attachment 22 ) I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX , or the SoFi Member Advocacy Team .

********** ITEM 3 ********** We did identify a system failure. After speaking with you on XX/XX/XXXX, you indicated that you did not want to re-attempt the balance transfer with SoFi, so the ticket was closed because no additional action was needed on your account. ( Attachment 19 ) FACTS : My complaint clearly stated : Although I maintained my excellent credit score ( XXXX ) by securing alternative resources, many other consumers misled by SoFis fraudulent balance transfer promotion may not have been as fortunate. I reiterated this in my email to XXXX XXXX dated XX/XX/XXXX ( Attachment 6 ), where I also detailed why re-attempting the denied balance transfers was no longer viable210 days after my card was approved on XX/XX/XXXX, XXXXand proposed a remedy. On XX/XX/XXXX, I again documented my concerns in an email to XXXX XXXX ( Attachment 22 ). 

I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX, or the SoFi Member Advocacy Team. 

********** ITEM 4 ********** We confirm that your SoFi Credit Card ending in XXXX is active. '' ( Attachment 19 ) FACTS : It was deeply troubling to abruptly receive notice that a credit card I had no record of receiving had been active for 241 days without my knowledge or consent. Finding that SoFi had entirely wiped any record of a credit card ending in XXXX from the app, I promptly chatted SoFi on XX/XX/XXXX, and XXXX confirmed that this statement from SoFi was falseindeed, I do not have an active credit card ending in XXXX. ( Attachment 21 ) In an email dated XX/XX/XXXX, I documented my concerns to XXXXXXXX XXXX.. ( Attachment 22 ) I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX , or the SoFi Member Advocacy Team . 

********** ITEM 5 ********** Our records also indicate you placed a freeze on the card after you activated it on XX/XX/XXXX. To use the card, you can remove the freeze by logging into the SoFi App and clicking : XXXX XXXX XXXX the Freeze switch off. ( Attachment 19 ) FACTS : The statement from SoFi was falseif a card ending in XXXX was activated on XX/XX/XXXX, it was activated by someone other than me, without my knowledge or consent. In a chat with SoFi on XX/XX/XXXX, XXXX confirmed that the instructions in the SoFi letter were false. The reason I was unable to " unfreeze '' the card, as per the letter 's instructions, was because I did not have an active card ending in XXXX. ( Attachment 21 ) In an email dated XX/XX/XXXX, I documented my concerns to XXXXXXXX XXXX.. ( Attachment 22 ) I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX , or the SoFi Member Advocacy Team . 


********** ITEM 6 ********** Your SoFi Checking Account was credited a {$200.00} courtesy credit on XX/XX/XXXX. ( Attachment 19 ) FACTS : SoFis statement was falsethere is no record of any courtesy credit to my SoFi Checking account on XX/XX/XXXX. On XX/XX/XXXX, SoFis XXXX confirmed that the direct deposit I discovered was " something I earned based on a direct deposit promotion '' it was indeed a " Marketing Credit, '' as noted in the transaction details and unrelated to the denial of my Balance Transfer or {$200.00} Credit offers. 

In an email dated XX/XX/XXXX, I documented my concerns to XXXXXXXX XXXX.. ( Attachment 22 ) I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX , or the SoFi Member Advocacy Team .

Later, in an unsigned SoFi letter I received on XXXX XXXX XXXX, an unidentified representative in an unidentified department stated, Our response was in fact related to your account ending in XXXX. This is falsenone of my four SoFi accounts ( Checking, Savings, Credit Card, and Invest ) have an account number ending in XXXX. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At XXXX XXXX, I sent an email to XXXX XXXX documenting my concerns. ( Attachment 22 ). 

FACT : I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX, or the SoFi Member Advocacy Team. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX At XXXX XXXX, I received an email from XXXX XXXX, SoFi Member Advocacy Team with the subject SoFi Credit Card ( XXXX ) that stated, Thank you for the email. We will review any additional concerns you have presented and will follow up accordingly within approximately 10 business days, if not sooner. ( Attachment 23 ) FACTS : XXXX XXXX statement was falseI received no response to any additional concerns within 10 business days, if not sooner, as promised. Additionally, I am unclear which email XXXX XXXX was referencing. Indeed, I received no assistancelet alone a resolutionfrom XXXX XXXX, XXXX XXXX, XXXX, or the SoFi Member Advocacy Team. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  At XXXX XXXX, I received a no-reply email from XXXX XXXX, SoFi Resolution Specialist, with the subject Follow Up that stated, I am writing to follow up on the complaint that was submitted. Our Member Advocacy Team is currently addressing and will continue to handle the issue. If you need to contact them, please email XXXX. I just want to confirm that the email you sent on XX/XX/XXXX with attachments has been uploaded to your document section and that our Member Advocacy Team was alerted of the documents. ( Attachment 24 ) At XXXXXXXX XXXX, I emailed XXXX XXXX via her direct email ( rather than the no-reply address ) requesting clarification. ( Attachment 25 ) FACTS : Despite knowing that multiple complaints remained open and unresolved, XXXX XXXX failed to provide any complaint reference number. XXXX XXXX statement was falsethere is no record of any email sent to XXXX XXXX on XX/XX/XXXX. XXXX XXXX ignored my request, did not respond, and I received no assistancelet alone resolutionfrom the SoFi Member Advocacy Team. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  At XXXXXXXX XXXX, I received a one-way notification email from XXXX XXXX with the subject Response that stated, Due to the nature of your CFPB and subsequent concerns, a response will be provided by the SoFi Member Advocacy Team moving forward. I have forwarded your concerns to them for review. If needed, they can be reached at : Email : XXXX Phone # : XXXX. ( Attachment 26 ) FACTS : XXXX XXXX abandoned all unresolved concerns, and deferred to an unidentified representative on the SoFi Member Advocacy Team for help with the complex technical issues SoFi had acknowledged. Aside from my initial call on XX/XX/XXXX, during which XXXX XXXX was unhelpful and uninformed as described above, XXXX XXXX only sent emails filled with empty assurances and unfulfilled promises. I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX XXXX, XXXX, or the SoFi Member Advocacy Team. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  At XXXX XXXX, per specific instructions provided by XXXX XXXX, I sent an email to the SoFi Member Advocacy Team confirming my most recent concerns. ( Attachment 27 ) At XXXX XXXX, I received an email from an unidentified SoFi representative stating, Your prior ticket was closed. ( Attachment XXXX ) At XXXX XXXX, I revised my letter regarding my recent concerns to include an explanation regarding what prior ticket had been closed. ( Attachment 29 ) At XXXX XXXX, I received an email from XXXX XXXX, SoFi Member Advocacy Team with the subject " SoFi Credit Card ( XXXX ) '' that stated, Thank you for your many communications. This email is to update you that your concerns are still under review. This will continue to be prioritized on our side until we provide our final response to you. Please anticipate additional communication within 7-10 business days, if not sooner. '' ( Attachment 30 ) At XXXX XXXX, I sent an email to XXXX XXXX with my letter dated XX/XX/XXXX, that stated, To clarify, my many communications are necessary because I am continuously passed between SoFi representatives, receiving responses that are contradictory, inaccurate, irrelevant, or even fraudulentnone of which have resolved the ongoing credit card issues dating back to XX/XX/XXXX. ( Attachment 31 ) FACTS : On XX/XX/XXXX, SoFi opened case XXXX to investigate the same concerns that remained unresolved 272 days later. 

XXXX XXXX consistently refused to respond to any requests for clarification or provide assistance addressing any specific issues. Indeed, I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX XXXX, XXXX, or the SoFi Member Advocacy Team. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ********** ITEM 1 **********  I received an unsigned SoFi letter dated XX/XX/XXXX ( Attachment 32 ), postmarked XX/XX/XXXX, from an unidentified representative in an unidentified department, that stated : **** XXXX **** RE : Complaint Appeal Response, Ref ; MY NAME ( Attachment 32 ) FACTS : The letter did not include a reference number, making it impossible to match the response with the conflicting statements from other open cases handled by different representatives. As described below, the letter lacked credibility, resembling a a hastily scribbled note from a child rather than a professional response from SoFiespecially considering the company 's advertised " # 1 goal of helping members get their money right. '' ( Attachment 33 ) **** XXXX **** Our response was in fact related to your account ending in XXXX. The number referenced in our complaint response, ending in XXXX, is an internal number for the same account ending in XXXX. ( Attachment 32 ) FACTS : SoFis statement was falsenone of my four SoFi accounts ( Checking, Savings, Credit Card, and XXXXnvest ) have an account number ending in XXXX. While SoFis letter dated XX/XX/XXXX, explicitly stated, We confirm that your SoFi Credit Card ending in XXXX is active, another SoFi representative confirmed on XX/XX/XXXX, that this statement was false. ( Attachment 21 ) There is no justifiable explanation for the continued false claims, misleading statements, references to non-existent accounts, and fraudulent assertions. Substituting my actual credit card number with an unverifiable internal account number and citing a nonexistent account ending in XXXX is completely unacceptable. This raises serious concerns about the accuracy and integrity of every response from SoFi. 

**** XXXX **** While we experienced a technical issue when you attempted to claim the {$200.00} promotional offer, we have since credited your account {$200.00}. ( Attachment XXXX ) FACTS : Previous correspondenceincluding XXXX XXXX 's response and the XX/XX/XXXX, letter from an unidentified SoFi representativeonly addressed the denial of my Balance Transfer offer, attributing it to a " system flaw. '' However, this unidentified representative claimed that my {$200.00} Credit offer was denied due to a " technical issue '' and asserts, " we have since credited your account {$200.00}, '' a statement that can not be verified. 

SoFis statement was falseit is impossible for SoFi to have issued a credit to my SoFi account ending in XXXX, as no such account exists. If SoFi issued a statement credit for my card ending in XXXX, as previously confirmed on XX/XX/XXXX ( Attachment 6 ), I have no way to verify this, as SoFi has never provided me with any credit card statement, ever. Additionally, on XX/XX/XXXX, SoFis XXXX verified the direct deposit I discovered was " something I earned based on a direct deposit promotion '' it was indeed a " Marketing Credit, '' as confirmed by the transaction details and it was unrelated to the denial of my Balance Transfer or {$200.00} Credit offers. ( Attachment 16 ) **** 1D **** Please note, due to the experience you encountered, we did not require you to meet the full eligibility requirements. ( Attachment 32 ) FACTS : SoFi confirmed my Balance Transfer Offer was denied due to a system flaw and my {$200.00} Credit Offer was denied due to a technical issue. Any eligibility requirements are not relevant. 

**** XXXX **** Balance transfer offers inherently do not have a cash value. ( Attachment 32 ) FACTS : Beyond the countless hours spent trying to resolve these issues, I incurred a financial loss of {$340.00} in interest on a {$6000.00} initial deposit after 15 months at a 4.5 % APY. This was a direct result of SoFi repeatedly refusing to process my Balance Transfer offer due to a system flaw and itemized in my letter dated XX/XX/XXXX. ( Attachment 6 ). I received no assistancelet alone resolutionfrom XXXX XXXX, XXXX, or the SoFi Member Advocacy Team.

**** XXXX **** We consider this issue to be resolved. ( Attachment 32 ) FACTS : SoFis various contradictory claims regarding financial credits can not be reconciled and, without a relevant reference number, it is impossible to determine which issues and actual open investigation ( s ) SoFi considers closed. 

XXXX ITEM 2 *********XXXX  At XXXX XXXX, I received an email from SoFi Support with the subject [ Important ] Your Previous Request Was closed. ( Attachment 34 ) FACTS : Per instructions in the email, I chatted SoFi and XXXX wrote, " I'm also leaving a message to the specialist who worked on the ticket so they will reach out to you soon ... .the ticket is being handled by XXXX ... usually it could take 3-5 business days before you hear a response from them. '' ( Attachment 35 ) SoFis statement was false22 days have elapsed and Ive received no response from MAT as promised by XXXX. Clearly, SoFi does not consider the matter Important as stated in the email.

Company response to consumer: Closed with explanation