Consumer complaint received 2025-12-07 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: FL

Complaint narrative:
COMPLAINT ID XXXX NOT RESOLVED SOFI Bank , Thank you for your response I wish to emphasize that my complaint was NOT about your process of your right to freeze, suspend, limit or close your Account at any time and for any reason as you provided as a response to my COMPLAINT ID XXXX. The details of my complaint raised the following important issues that SOFI has overlooked and these issues remain unanswered : 1. I was told that my account would be closed without being given a reason for the action : On XX/XX/year>, I contacted your bank after discovering my account had been blocked. After an extended identity verification process, I was informed by a representative that I had violated an unspecified agreement. When I respectfully requested the specific violation the representative refused to provide any further details. I was simply instructed that the entire remaining balance would be sent to my address in my profile via check. Furthermore, a customer service agent subsequently hung up on me when I asked for further details about the account closure.

2. I waited for approximately XXXX weeks expecting some type of refund. Nothing happened.

3. I followed up with your customer service representative to ask about the refund of my account closure. No specific answer was given regarding the time I could expect a refund. My previous complaint states : However, after XXXX weeks had passed without any resolution or payment, I called your institution again on Tuesday, XX/XX/year>. After being placed on hold for approximately XXXX minutes, the customer service agent told me that the issue had been " raised, '' but the representative refused to give me any definitive time frame for the closing process or the return of my money. When I pressed for a committed date, I was informed that no time frame could be provided.

4. It seems odd to me that if you can quote your right to to freeze, suspend, limit or close your Account at any time and for any reason. but you can not provide and equivalent response as to my right to know when to expect a refund.

5. I point out that up to this time I understood that my account had been closed and you did not provide information to the contrary.

6. On the XXXX of XXXX I received a message from you that stated : The temporary restriction on your SoFi bank account has been lifted, and all functionality has been restored. We apologize for any inconvenience this may have caused. Thank you for being a SoFi member. Best, The SoFi Bank Team 7. The message on the XXXX of XXXX contradicted what you had told me previously about my account being closed. My question is has my account been frozen, suspended, or limited? What does all functionality mean? Please refer to the following points. 
8. On the XXXX of XXXX, XXXX days after your notice that all functionality has been restored... I attempted to withdraw money in the same place, with the same ATMs that I had used for years. My withdrawal request was denied. I tried one more time with the same results. I tried another ATM with the same results. I tried XXXX times to withdraw money and was rejected in every case. Other people were withdrawing money from the same ATMs so the ATMs were functioning. My same SOFI card that had successfully functioned before XX/XX/year> still does not allow me to withdraw money from my SOFI account. Please see attached document of my failed attempts to withdraw money from the ATMs. 
9. Your statement in response to my complaint XXXX dated XX/XX/year> : The restriction on your account was removed on XX/XX/year>. has not proven to be true. 
10. Now, almost 3 months later, your statement : The temporary restriction on your SoFi bank account has been lifted, and all functionality has been restored. does not truthfully portray full access I have to my account. My SOFI ATM card still does not work.

Contacting SOFI customer service has not proven to be a responsive, reliable, or consistent source to resolve my needs. Since my previous complaint has been closed and my complaint remains unresolved I have opened another complaint to obtain these answers and full functionality of my account. 
Thank you

Company response to consumer: Closed with explanation