Consumer complaint received 2026-04-25 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: SOFI TECHNOLOGIES, INC.
State: MA

Complaint narrative:
I am submitting this response to dispute SoFis assertion that I failed to provide requested dispute information and that proper communication was made during the investigation process. SoFi states that between XX/XX/XXXX and XX/XX/XXXX, I was asked to provide itemized reasons for each disputed transaction and supporting documentation, and that I did not comply with this request. I dispute that I ever received any formal request for additional information through official dispute channels, including email, message center SOFI app or phone call. Informal and indirect communication received In XXXX during the investigation period I contacted SoFi customer service to check on the status of my case through live chat. At that time I was informed by the representative that it looks like additional information may be needed and that I should receive something soon or you could upload additional information in the meantime to XXXX. This wasnt an official or final request just informal guidance during a customer service interaction. After that conversation, I never received any formal dispute request. So, I went ahead and submitted additional supporting documentation and screenshots on XX/XX/XXXX based on the guidance provided by the customer service representative. Main Issue The issue being disputed is not whether additional information was later submitted, but whether SoFi : * Issued a clear formal request for an itemized list of each transaction and why I wanted to dispute it. Based on my records I did not receive any formal request. Request for review I respectfully request that the CFPB review whether SoFi can provide verifiable records showing : * The exact communication sent requesting an itemize list of each transaction and why it was being disputed. * The method of delivery ( email, phone call or message center ) * The date and time I also ask that consideration be given to the fact that I proactively submitted additional supporting documentation, including a detailed list of all transactions, along with a reason why I was disputing the charges, and screenshots showing the merchants deceptive practices even though I never received a formal request from SoFi. Attachments XXXX XXXX call logs confirming no incoming calls from SoFi during XXXX XXXX XX/XX/XXXX the time frame they stated in their final letter that they were requesting information. * Any screenshots or supporting dispute documentation that was submitted on XX/XX/XXXX * Email logs confirming no emails were sent requesting itemized list of each dispute and the reason for the dispute. On XX/XX/XXXX I contacted SoFis dispute team and spoke with XXXX to appeal the denial. Following my appeal, I received an email from from XXXX instructing me to provide all information and timeframes of all information for each transaction. However, this request did not clearly define that a transaction-by-transaction itemized format was required, nor did it provide a template or example of what constituted a sufficient response that they were looking for. I submitted supporting documentation, screenshots and details based on these instructions. SoFi is denying my dispute based on alleged failure to provide itemized transactions with a reason for each dispute, even though that was never clearly requested. As a side note when the claims were filed on XX/XX/XXXX, I provided the representative with the reason for each transaction and she entered that information while submitting the disputes. Even if they later wanted the information in a different format, SoFi should have already had those dispute reasons itemized from when the claims were filed over the phone. This also helps explain why, on XX/XX/XXXX, the dispute agent told me that my claims were filed incorrectly by the customer service representative and that no proper follow-up was done to request the needed information. Had this been clearly communicated to me earlier, I would have provided it right away. The end of XX/XX/XXXX I spoke with XXXX and she clearly explained what was needed and how it should be formatted and I submitted it to her immediately. Discrepancy in SOFIs stated call date SOFIs final response letter states that I contacted them on XX/XX/XXXX to initiate my dispute ; however, my XXXX records confirm the call actually took place on XX/XX/XXXX. This inconsistency raises concerns about the accuracy of the records relied upon during their review and the thoroughness of the investigation conducted. Additionally, SoFi did not contact me to request the additional information they later claimed was required, which limited my ability to respond and fully support my claim in a timely manner. The final letter also states : After speaking with a manager on XX/XX/XXXX, you did provide a comprehensive list of why you disputed the transactions in question. However, due to the length of time that had passed since the transactions occurred, our ability to further dispute these transactions on your behalf had expired. Because of this the matter is now considered closed. However, I submitted the requested information to XXXX on XX/XX/XXXX at XXXXXXXX XXXX which again is inaccurate information provided by SoFi and does not align with the timeline referenced in SoFis determination. This discrepancy further raises concerns about how submission dates and the review timeline were recorded and used in my case. The last thing I want to point out is my preferred forms of communication on my account are paperless notifications, email, messages through the SoFi app, and phone calls. I use these methods specifically to ensure there is a clear record of communication. I will be attaching a screenshot of my account settings to confirm the communication preferences I have enabled. When you look over the call log here is SoFi Customer Service # : XXXX ( XXXX ) XXXX XXXX XXXX Department # : XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation