Consumer complaint received 2022-04-29 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Can't close your account
Company: Social Finance, Inc.
State: CA

Complaint narrative:
I need help getting my money back from a company that's called Social Financing Corporation known as ( Sofi ). I was locked out of my account for suspicious activity ( which they stated ) Lies. There was nothing going on with my account. I opened my account in the middle of XX/XX/XXXX and I was locked out of my account on XX/XX/XXXX. I was sent email and was told to call the fraud department to get this issue resolved. I called the fraud department and left a message for them to contact me back. Someone called me 48 hours later and that was on XX/XX/XXXX. XXXX XXXX was the rep that was over my account and he was apart of the Fraud Department team ( XXXX ) XXXX. As I am speaking with him he asked me to provide the names and number and address to the people who was sending me money and I did that. He begins to get frustrated and he started using profanity. I had no idea what was going on with him. I was soooooo upset. I hung up and called the customer service number ( XXXX ) XXXX and told them exactly what happened during that conversation and they were able to hear the recorded phone call as well. I filed a complaint against XXXX XXXX and they reassigned my account to someone else. Since that day I called them over and over again trying to get in touch with the person who is over my account XXXX. I called customer service and told them what was going on and they said that they had been calling me but I placed them on the do not call list. I do not do that at all. I am trying to resolve this issue but they're lying. Side bar ( I read so many complaints on the XXXX  website and some consumers stated that Sofi stated they tried calling to leave them a message but they were placed on the " Do Not Call List. '' They did that when I filed my complaint against XXXX XXXX. On XX/XX/XXXX I finally received a phone call from XXXX who is apart of the Fraud Department team. He asked me to verify who I was so he sent over a text and I had to click on a link to show my face and my ID that showed my name and address. I gave them my social that was also on file and he stated that is all that he needed to verify who I was. After that I haven't heard anything from him. I was calling at least 2-3 times a week leaving messages, and sending out emails with the same lame response from them. I am fed up and I mean fed up. I was calling them XX/XX/XXXX ( 3x ) XX/XX/XXXX ( 2x ), XX/XX/XXXX ( 1 ), XX/XX/XXXX ( 1 ), XX/XX/XXXX ( 4x ) On XX/XX/XXXX XXXX I was fed up with this company. I called the Fraud Department and left a message and said " I need someone to call me back asap because I am getting so sick and tired of calling and leaving messages and no one calls me back. I will file a lawsuit against this company. ) Someone called me from ( XXXX ) XXXX This man calls me and says " Hi this is blank ( forgot his name ) from the Fraud Department the only person that needs to cops called on is you. You were not the one that opened the account this is not your account. '' I was so angry and upset. I called and filed a complaint against that man. He called me from a different number other than the number that are on file for Sofi. I was livid. I filed a complaint and still nothing has been done. I've called so many times in XXXX and in XXXX I stopped keeping track. I filed so many complaints and spoke with account specialist and they give me the same response. I told them if there was an issue with the deposit reverse the transaction so the sender can send me the money another way. I spoke with the sender and she stated that Sofi called her and she verified her identity and they also locked her out of her Sofi Money Market account. I am over this! They could reverse the transaction and close my account, close the account and send me the check or send the sender the check, or reopen the account. But no they refuse to do anything. The account wasn't even open for 2 months and they have a 6 month investigation going on. I called again today XX/XX/XXXX 2 times and still no answer besides " The fraud department is still doing an investigation and will update you when they're done. '' I need help they're holding my funds hostage and I want it back now. Please help me because this company has so many complaints online and over 400 with the XXXX  please help!

Company response to consumer: Closed with explanation