Consumer complaint received 2024-03-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: SOFI TECHNOLOGIES, INC.
State: CA

Complaint narrative:
On XX/XX/XXXX I purchased a Jacket for my husband in the amount of {$610.00} from XXXX XXXX XXXX XXXX. I used my debit card issued by SoFi Bank XXXX. ending in XXXX to make this purchase. On XX/XX/XXXX the item was delivered using XXXX 2 day shipping. Due to the relatively high cost of the jacket I had my husband try it on immediately to make sure it was the proper fit. However, to our disappointment it was not. We live approximately XXXX miles from the mall which has a XXXX XXXX shop where returns are accepted for a 2-3 week period with receipt whether purchased online or instore. My husband tends to procrastinate and since i didnt want to put it off for another day, week etc. I drove down to the mall that day to do the return XX/XX/XXXX. When doing an in store return in addition to the receipt they also need the card used to make the purchase so the funds cant be applied to another card or account. This is verified through there credit card terminal. The funds are returned back to the card with 5-7 business after the credit is issued. Being a long time customer of 15 years or more to the merchant I put the receipt for the credit that was supposed to be applied back to my card, in my purse and didnt give it a second thought. After 10 business days pass on XX/XX/XXXX after looking in my account and realizing the funds had not been applied to my account. I called my financial institution to see what was going on. They said no funds have been received. This was the start of a long process which I went back-and-forth from the merchant to my financial institution via email correspondence every day every other day, since then receiving ample documentation, including trace IDs and other forms of identification used In order to show, the merchant had returned the funds back to my account, and SoFI bank was Not applying them to my account after a few weeks of this, I contact the OCC who has all the necessary documentation IDs and if youre not familiar with what a trace id is Its a digital footprint that documents exactly where the funds were sent and when they were received, and its nothing that can be misconstrued or Misinterpreted. The funds were returned to my financial institution, and they were Not being applied to my account. Since the OCC regulates Situations like this for my financial institution SoFI bank XXXX I filled out there complaint form in its entirety Attached XXXX documents showing trace identifications everything to show that the merchant had refunded this money to the bank that they regulate. I received correspondence by mail if they were looking into it, however nothing they didnt do anything more. Its almost been two months since this money was returned to my financial institution and still has not been applied to my account and the OCC is not doing their job. Thats why Ive contacted you guys my OC number XXXX they have not been doing their job. Thats why I reached out to you guys. Documents showing possible if any further questions or needed please contact me on my cell phone XXXX anytime a day or seven days a week so we can resolve this problem

Company response to consumer: Closed with explanation