Consumer complaint received 2026-05-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: SOFI TECHNOLOGIES, INC.
State: CO

Complaint narrative:
I was working on XXXX XXXX, when I noticed on my cell phone that notifications from Sofi banking were popping up on my phone. I do have my timecard to prove I was at work that day. I did a live chat and talked to an agent they asked me a few questions. They asked if I had the physical card, I replied yes, it's in my wallet. I specified that no one has permission to use my Sofi debit card and I did not give anyone permission to use my debit card. I was asked if I write down or share my pin with anyone. My answer again was no. Not a single person knows my pin number for my debit card! I notified them that I was working during that day and didn't have the time to drive to XXXX, XXXX, XXXX and XXXX. Also, both my children had XXXX appointment across town on XX/XX/XXXX. We went out to lunch at XXXX XXXX XXXX and XXXX XXXX XXXX in XXXX XXXX. I attached a receipt of their XXXX doctor to support my location which was not anywhere but XXXX and XXXX XXXX XXXX. They submitted 8 unauthorized transactions to have the dispute team take a look. The XXXX charges were pending, and I asked if they could cancel them and the response was no, they have to be posted. Also, I asked if they could cancel my debit card since these unauthorized transactions occurred one after another. They were draining my checking account while I was talking to them. The agent told me they could not cancel my debit card, and I would have to log in to the Sofi app to do this. I am not sure why they don't have fraud notifications which most banks and credit card companies have. I had 8 unauthorized transactions from XXXX XXXX, XXXXThere are two companies these purchases occurred with XXXX and XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXamount charged XXXX, XXXX XXXX XXXX # XXXX XXXX charged XXXX XXXX, XXXX XXXX XXXX # XXXX amount charged XXXX XXXX, XXXX The amount of money that was unauthorized from my account was {$840.00} These unauthorized transactions were pending on XXXX and posted to my account on XX/XX/XXXX The rest of the unauthorized transactions occurred at XXXXXXXX XXXX XXXX XXXX XXXX # XXXX amount charged XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX amount charged XXXX, XXXX XXXX XXXX XXXX XXXXXXXX amount charged XXXX, XXXX XXXX XXXX XXXX XXXXamount charged XXXX, XXXX XXXX XXXX # XXXX amount charged XXXX XXXX, XXXX The amount of money that was unauthorized from my account was {$1900.00}. So, the total amount of money that was stolen from my account is {$2800.00}. As stated, before I called Sofi bank about these fraudulent charges. They submitted the dispute but denied all the transactions I submitted. All 8 disputed unauthorized transactions had the exact same emails that occurred on XX/XX/XXXX. The email stated : After an investigation of your claim, weve determined that no unauthorized activity occurred. As a result, your claim has been denied. Our investigation involved reviewing the information provided during the claim submission, examining internal account records, and reviewing available information and evidence from our card processing networks and the merchant, as necessary. We have come to this conclusion because : The transaction ( s ) were made with an authenticated mobile device. ( this is not true due to face recognition to verify who you are ) The debit card is confirmed to be in your possession, and this is a card-present transaction. ( This again is not true I was not at any of these locations that I have listed in my dispute. XX/XX/XXXX, I took both kids out of school, we enjoyed lunch and they both had XXXX appointments at XXXX XXXX in XXXX, XXXX. XX/XX/XXXX, I was working at the XXXX I am employed at in XXXX XXXX. There is no way I could drive and make all of these purchases. Also, why would I have 4 XXXX transactions one after another in FOR THE SAME AMOUNT AND SAME LOCATION! A PIN was used to authorize the transaction. You indicated that you secure the PIN in memory and do not share it with third parties. ( This is correct. My pin is not written down anywhere and no one knows my pin number but ME ) My pin number was not used for any of these purchases. The transaction ( s ) were approved using biometric authentication and/or an established passcode previously set on the registered device. ( This again is not true. ) This claim is now closed. Please give us a call at ( XXXX ) XXXX, if youd like copies of the documents used in reaching this decision, if you have additional information that was not provided in your original claim, or have any further questions. Best, The SoFi Team. I called them the very same day I received these emails. They stated they would put an appeal to have them take another look. On ApriI XXXX, I emailed all the proof and evidence that I have but the email came back as undeliverable. So, I started a chat to ask what their email is for disputes. Of course, no clear answer, they want me to upload my documents into the chat. These is way too complicated when you have more than a few documents. I kept asking for their email. They kept saying you should have received an email from us. All you need to do is attach your documents to that email and hit reply. So, I resent this email again. I never received an email stating they received my documents and are reviewing them. I called Sofi banking again and told them why I was calling. I got transferred to the dispute department. They put in another appeal and told me I never sent an email. I again told them I have submitted documents on XXXX * XXXX, XX/XX/XXXX, XX/XX/XXXX. They state they will send you an email with an update within 10 business days but can take up to 90 days. I have never received another email from them since XX/XX/XXXX. I am very frustrated and mad at Sofi banking. I only choose them because they had a higher interest rate. I will be warning everyone I know to not bank with them. I keep getting the run around with no answers. I don't understand how and why they are getting away with not refunding my money due to fraudulent charges? I called XXXXXXXX XXXX customer service and spoke to an agent. He was able to look up my fraudulent transactions by the last four of my credit card number and not a single transaction pulls up. So, now what do I do? I express this to Sofi banking and nothing is done about those 5 transactions that are not in the XXXXXXXX XXXX system as legitimate purchases. It is now XX/XX/XXXX, I called XXXX and XXXXXXXX XXXX customer service. XXXXXXXX XXXX states that they have no record of 5 transactions with my debit card for XXXX. XXXX pulled up my account by using my phone number. There are no transactions in the system for those dates and times. I do not know what else to do. I have submitted documentation on various days. I have asked for 2 appeals with no answer.

Company response to consumer: Closed with explanation