Consumer complaint received 2025-12-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: SOFI TECHNOLOGIES, INC.
State: OR

Complaint narrative:
This complaint is a continuation of CFPB XXXX # XXXX. I am submitting a new complaint because the issues with my original loan-modification application remain unresolved, and SoFis prior response did not address key facts or provide the evidence they claim supports their decision. Also, because Sofi has started a new application without any request from me. 

SoFi denied my original modification application based on an allegation that the notarys handwritten commission-expiration date did not match the date on the notarys seal. The notary disputes this claim, and I do not recall any such mismatch. SoFi did not provide a copy of the page showing this supposed discrepancy in their response. Without seeing the actual page, neither I nor the CFPB can confirm whether this error truly existed. 

More importantly, SoFi failed to mention in their response that after receiving this concern, I returned to the licensed notary, had the issue reviewed using her official logbook, and submitted a corrected, fully re-notarized document. This corrected version was sent promptly and in good faith. SoFi did not acknowledge this submission, did not state why the corrected notarization was unacceptable, and did not explain what ( if anything ) was still wrong. 

After my initial CFPB complaint, SoFi opened what appears to be a new loss-mitigation application in their XXXX portal on XX/XX/year> without my authorization and without explanation. I am concerned that this new file is being used to replace or obscure the handling of the original application, rather than address it properly. 

Most recently, I received a letter from SoFi directing me to make a new trial payment by XX/XX/XXXX as part of this new process. However, when I log into XXXX, my loan is no longer visible, and I can not make payments. The payment interface has disappeared entirely, making it impossible to comply with the instructions even if I wished to. 

Because SoFi did not address these issues in their prior response, and because new issues have now arisen, I am requesting CFPB assistance in obtaining clear and complete answers. 

What I am requesting SoFi to address specifically : 1. Provide a copy of the notarized page they claim contains the mismatch between the handwritten commission-expiration date and the notarys seal. 

2. Explain why the corrected, re-notarized document I submitted was not acknowledged or reviewed.

3. State clearly why the corrected notarized version was rejected, and what defect, if any, they assert still exists. 

4. Clarify why a new loss-mitigation application was created in their system on XX/XX/year>, without my authorization. 

5. Explain why my XXXX account no longer displays my loan or provides a way to make payments, despite instructing me to make a new trial payment by XX/XX/XXXX. 

6. Confirm whether XXXX is still evaluating my original loan modification application, or whether it has been improperly replaced with the new, unauthorized one. 

What I am seeking : A complete and transparent review of my original loan-modification application, including acknowledgment of the corrected notarized document I submitted, and clear answers to the questions above. 

I've attached the new offer they've sent me, it's the result of the application they started on their own on my behalf. 

I appreciate your assistance with this matter.

Company response to consumer: Closed with explanation