Consumer complaint received 2024-07-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SOFI TECHNOLOGIES, INC.
State: CA

Complaint narrative:
On XX/XX/XXXX I called SoFi and reported XXXX unauthorized charges, XXXX for {$9.00} and {$150.00}. I received a follow-up email from SoFi saying they received my claim and to inform me that they have begun their investigation and within 10 business days from the date of my claim, they would provisionally credit my account and that I would have access to the funds until the investigation is complete. And the results of the investigation would be submitted to me in writing within XXXX business days after the completion of the investigation. Meanwhile I had received a text from SoFi asking me if I had charged my XXXX payment and I told them yes, it was from me. And if they checked my record this was a consistent payment, every month, my vehicle insurance payment. So on XX/XX/XXXX I called SoFi and spoke with a XXXX and told him that I hadn't received my new card yet and when I would be getting my monies credited. He told me that I should be receiving my card today and a credit today too and to call back in 3 days for an answer. I did receive the card that day, however no credit. I called back on XX/XX/XXXX and when I inquired about the credit I was told I had been denied and that I could file an appeal on their decision. So, I was surprised and felt somewhat upset at their decision, especially since I hadn't charged those amounts. I went ahead and filed the appeal. I also followed up with an email to SoFi Support regarding my appeal on dispute # XXXX. I expressed my thoughts regarding their decision. I also requested their documents on the investigation, wanting to see what information they had that determined my denial. I have attached all pertinent documentation, my emails, their emails, etc. 
I had received an email from SoFi on XX/XX/XXXX as per my request for the documentation, however nothing was attached, so I replied to the email telling them there was nothing attached. I received another email with the attachment. Basically, it was documented when I called regarding the XXXX unauthorized charges. I answered their questions. You will see the attached documentation on this. It also had THE TOOLS XXXX, XXXX, TX. for {$150.00} and XXXX XXXX XXXX, XXXX, TX. for {$9.00} settled on XX/XX/XXXX UNAUTHORIZED. XXXX XX/XX/XXXX Per our investigation, AVS Y. Funds loaded : Funds were loaded onto card by direct deposit, prior to the disputed transaction. Even though the card has been replaced 5 times, XXXX continues to dispute UTs. No error found. XXXX XXXX. I'm curious as to what kind of an error would they be looking for? It was also a pin less entry. Meaning to me that it made it all the easier for someone to charge my card number without my pin #. I proceeded to send them XXXX emails with my rebuttal, and found out days later that the email they had sent me was a " No Reply Email '', in other words it never got to them. When I discovered this, I forwarded the emails I had sent earlier along with another email where I was questioning their investigation on the original email they sent me. I had even tried to find a phone number on these XXXX companies and was unsuccessful. That was a clue right there. I never heard back from them and apparently, I have found myself always calling them to get information on my matter. It seems like they don't care or have classified me as XXXX of those crazy people who reports unauthorized charges on my account, jumping to conclusions, stereotyping me about my character. The way they had stated that they had issued XXXX cards to me, well I would say does the first card count as me calling in an unauthorized charge, No! It was the first card I should have received as everyone else does. I also gave them further information upon thinking further about my situation thinking there might be a connection. The reason I had called them to begin with was because I had charged {$1.00} for just shipping for some cat food at a really great deal, but I didn't see the charge on my statement and that's when I saw the XXXX charges and had reported that. I've never heard back from them on this information. I thought that piece of information might have been a connection, but apparently, they never got back to me with this. I had even sent them the receipt on the {$1.00} shipping fee. I also pointed out that I live in an apartment community where we have landscapers and maintenance and that these XXXX companies that sell gardening, lawn equipment wouldn't be something I would charge and surely not all the way in Texas when I have stores locally that I could go to. It didn't make any sense to me why they couldn't think that someone stole my money, hacked into my computer, got my information from maybe the so-called charge of {$1.00} to a XXXX. and had even sent them confirmation of the receipt showing the charge, but it wasn't recorded on my statement. After they sent me their investigation documents, they pretty much closed the ticket out on me and did no further investigation. I live on a XXXX check, so every XXXX counts to me. This created a financial hardship for me, their denial of my claim. This put me back on some bills. I don't have much and when over {$150.00} disappears, that's something tome. I guess XXXX doesn't care to much for their customers and somehow have pegged me wrong. I never charged those XXXX amounts and that's the XXXX 's honest truth, but I guess SoFi doesn't care. This needs further investigation and I need to get my money back. Someone got away with fraudulent activity at my expense. I am a senior who is XXXX and can't afford to have this happen to me, especially when I didn't do it!

Company response to consumer: Closed with explanation