Consumer complaint received 2025-05-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: SOFI TECHNOLOGIES, INC.
State: MD

Complaint narrative:
On XXXX I had a friend of mine XXXX  me {$15.00} to my account so I could use it to purchase some essential items like toilet paper soap and even food like peanut butter jelly and bread so I have something to eat for the night. Sofi has overdraft protection and they state they allow you to go - {$50.00} in your account that they will cover for you. So when my friend sent me {$15.00} my account went to - {$32.00} so I should have money eligible to use. No, my card kept getting declined so not only is it embarrassing already stinking being in a grocery store but now my card declining as well. When I call Sofi they say you no longer are eligible for that feature. Not once did they notify me that I was losing the feature or was in risk of losing the feature. I ask to speak with a supervisor or manager and the phone representative says ok. They put me on hold for over 20minutes just to come back to the phone and try to continue talking to me about my account. I state over and over again I do not want to speak with you in regards to this matter anymore and they continued to try to talk about it so at this point XXXX feeling harassed and get upset and had to start yelling over them to go get a manager or supervisor. I then get put on hold for 30+ min just for no manager or supervisor to come to the phone and get asked for a call back option. I select the option and never received a call back. I filed a complaint with the better business bureau to try to resolve this issue. A Sofi representative reaches out to me in regards to the complaint so I give them a call today. When I give them a call I tell them how I just received and email today that Sofi sent saying in 10days I will lose my overdraft protection benefits, so why didnt they send me a notification before hand. She states well you can see it on the app so I go through the steps with her and it does not say it directly on the app you have to go to multiple different selections just to get to where it may or may not say your eligible for overdraft protection. And without the help of me just clicking things we wouldnt even have got there so its no way you can expect consumers to know how to find that. I even asked the Sofi member to put themself in my shoes and asked them if you had a bank that didnt notify you when they took a feature away from your account that you used so when its time for you to use it you cant how would you feel and would you even continue to bank with them. Her response is my experience is different then yours so I cant answer. So you all tell me yall understand where Im coming from but yall are unable to put yourself in my shoes. So here it is again another Sofi members just lying to me but this time its coming from a more managerial role. Why lie and say you understand where Im coming from but you cant put yourself in my shoes to understand. The problem wouldnt have been a problem if they simply just notified users when they take away feature they give consumers. Just like they notified me today that I had 10days before I lose my overdraft protection. Which again still doesnt make sense to me that I have 10days before I lose the protection but Im unable to use the {$50.00} Sofi covers you

Company response to consumer: Closed with monetary relief