Consumer complaint received 2025-03-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SOFI TECHNOLOGIES, INC.
State: CA

Complaint narrative:
Disputed XXXX unauthorized charges I had noticed when I woke up in the morning on XX/XX/XXXX. The day prior I had used my debit card at XXXX places and atm inside a quick stop and at a XXXX XXXX XXXX in XXXX XXXXXXXX XXXX The following day that Monday I noticed I had got XXXX notifications on my phone of my card being charged at XXXX different websites. I immediately reported it and started a dispute then changed my password and add XXXX factor authentification in case my log in had been compromised. I then received a call from XXXX my bank requesting a picture of my driver 's license submitted all the info. About a week later I noticed XXXX of the charges had been credited and the other hadn't so I waited a couple days. I then received a email stating the XXXX fraudulent charge had been denied. So started a chat in the bank app and was told by a agent he would start a appeal on the XXXX XXXX and I would know the decision in XXXX to XXXX hours so XXXX days later I start a chat because I had not heard anything from the bank. The agent I was chatting with had informed me that no appeal had been made. So he said they would start another appeal for me. So 2 days pass I contact the bank again through the app and chat again to get an update the agent then says no appeal is on record again I am told they would start and appeal. At this point I am frustrated during this whole thing I received a email that had a link with the information they used to come to their decision so I think to myself great I can go over the information. I ask me to log into the link with my XXXX username and password. I make several attempts and the link does not work it keeps saying unable to log in. So this time I call to make sure my appeal had been started so I can actually speak to someone. XXXX to find out no appeal was started I explain I have made multiple attempts through chat and was told an appeal had been started and when I try to log into the link provided so I can go over the information they used to make their decision the agent starts an appeal and this time gives me a confirmation number and assured me this will be handled and I will receive my funds once this get figured out and I should reply to the email so I can get access to the information about their decision. I reply to the email and hear nothing back. So in XX/XX/XXXX I call back to ask about the information the bank used to come to their conclusion and verify my appeal was actually submitted. The appeal was submitted and he said the reason I was not able to review the information they used to come to their decision to deny my dispute was listed as solved so this is why I don't have access to the information. The then say just wait for the appeal to process and if it gets denied again they will re send the link. Just a few hours ago I get an email saying I if I have no new information my appeal will be canceled and the bank can not recommend any type of new information I should provide. So I am planning to call the bank when the customer service line opens and ask them what is going on this is b.s I can't even review any of their information they used to deny my decision and I don't really have any information to plead my case. I would like to be able to see the information they used to look at ip addresses that were used during the charges or any info I can use to dispute their decision but I am not being provided with any which from what I understand they are required to provide. But since they labeled it as solved I never got access to this information. It just doesn't make sense how they ruled XXXX fraudulent and the other as being denied. I have never had any issues like this before. I started looking online and noticed there are lots of complaints if XXXX doing this to customers recently in forums and am being to not trust this bank as people are saying do not use this bank.

Company response to consumer: Closed with explanation