Consumer complaint received 2026-01-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: SOFI TECHNOLOGIES, INC.
State: CA

Complaint narrative:
I am filing this complaint because SoFi Bank, N.A. has failed to respond substantively to ongoing and unresolved issues, has provided contradictory information across phone calls, emails, and CFPB responses, and has ceased communication after I requested that all contact be kept in writing. 

On XX/XX/year>, I received an email from XXXX XXXX, a Member Advocacy Specialist at SoFi, stating that SoFi was actively reviewing my CFPB complaint and that they may contact me directly to clarify details. The email also stated that I could reply directly by email for support. That same day, I received a voicemail from XXXX. I was not given advance notice of the call, despite the email stating that communication could occur by email. 

On XX/XX/year>, I replied to XXXX by email and clearly requested that all communication be kept strictly in writing going forward. This request was made due to my prior experiences with SoFi providing conflicting and contradictory information during phone calls. In that email, I documented specific examples of those contradictions, including inconsistencies regarding a stop payment request and the status of my account relationship with XXXX XXXX by SoFi. 

Despite SoFi inviting email communication and acknowledging that they may contact me for clarification, SoFi never responded to my XX/XX/year>XXXX  email. Since that date, SoFi has made no attempt to address the documented contradictions, clarify the facts, or continue communication in writing. 

The unresolved issues include, but are not limited to : On XX/XX/year>, a SoFi agent told me by phone that a stop payment block against a merchant would be applied for approximately 40 to 90 days. On XX/XX/year>, another SoFi agent told me that the same stop payment request was never activated at all. On XX/XX/year>, SoFi emailed me stating that the stop payment could not be processed because the merchant was not billing the charge as recurring. However, in later CFPB responses, SoFi stated that the stop payment was successfully processed. These statements directly contradict one another and have never been reconciled. 

In CFPB correspondence, SoFi has stated that I do not hold a XXXX XXXX by SoFi account. However, XXXX XXXX displayed my SoFi account information, and XXXX support confirmed that the financial data originates from SoFi. SoFi has never explained or corrected this contradiction. 

In its most recent CFPB response, SoFi asserted that my complaint had already been addressed in prior CFPB cases and stated that their response remains unchanged. This does not address the new facts, ongoing harm, or SoFis failure to respond to my XX/XX/year> written communication. 

SoFis practice of providing inconsistent explanations, introducing new justifications in later responses, and then closing complaints without addressing contradictions has prevented meaningful resolution. Their failure to respond after explicitly requesting written communication further demonstrates a lack of good faith engagement.

I am requesting that the CFPB require SoFi to provide a clear, consistent, and written explanation addressing the contradictions outlined above, confirm the actual status and handling of my stop payment request, explain the discrepancy regarding XXXX XXXX by SoFi, and explain why SoFi ceased communication after inviting email correspondence. I also request CFPB review of whether SoFis conduct constitutes misleading or deceptive practices under the Consumer Financial Protection Act and Regulation E. 

This matter remains unresolved.

Company response to consumer: Closed with explanation