Consumer complaint received 2026-04-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: SOFI TECHNOLOGIES, INC.
State: MA

Complaint narrative:
XXXX : XXXX XXXXXXXX I disputed these charges due to deceptive business practices including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXX XXXX a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it stated, This call is recorded, So you should be able to refer back and listen to the conversation. XXXXXXXX XXXX XXXX XXXX Shipping fee. I disputed these charges because on XX/XX/XXXXXXXX XXXX XXXX XXXX, a customer service representative told me to dispute all charges and stated the funds would be returned. Upon calling it states, This call is recorded, XXXXXXXX XXXX XXXX XXXXXXXX I was sent an autographed jersey that was not certified. Although the company was aware of this, it was never disclosed. A few weeks after receiving it, my son noticed the autograph was not authenticated, ( the company guarantees authenticity. ) The fact that they were aware and did not disclose this until customers noticed is misleading and deceptive. XXXXXXXX XXXX XXXX XXXX This is a shipping charge for the item that was not authenticated. I disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXXXXXX XXXX, a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it states, This call is recorded, So you should be able to go back and listen to the conversation. XXXX XXXX XXXX XXXXXXXX disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX aXXXX XXXX XXXX, a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it states, This call is recorded, So you should be able to go back and listen to the conversation. XXXX XXXX XXXX XXXXXXXX This is the shipping fee. I disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXX XXXX a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it stated, This call is recorded, So you should be able to go back and listen to the conversation. XXXX XXXX XXXX XXXXXXXX This item was never delivered. The tracking showed it was in transit for several weeks, and the day after I submitted a support ticket, the status changed to delivered on their website. However, the tracking link provided no information and displayed a blank page. The company never responded to my ticket. When I emailed them directly, I was told there was an issue with the item and that it had never been shipped. Rather than notifying me, they made it appear as though the item had shipped and been delivered to keep my money. I have email documentation of this, which I previously provided in XX/XX/XXXX and again in XX/XX/XXXX. XXXXXXXX XXXX XXXX XXXXXXXX I disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXXXXXX XXXX a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it states, This call is recorded, So you should be able to go back and listen to the conversation. XXXX XXXX XXXX XXXXXXXX I disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXXXXXX XXXX a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it states, This call is recorded, So you should be able to go back and listen to the conversation. XXXX XXXX XXXX XXXXXXXX disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXXXXXX XXXX, a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it states, This call is recorded, So you should be able to go back and listen to the conversation. XXXX XXXX XXXX XXXXXXXX I disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXXXXXX XXXX a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it stated, This call is recorded, So you should be able to go back and listen to the conversation. XXXX : XXXX XXXX Shipping fee. I was told by customer service to dispute all charges and stated the funds would be returned. Upon calling it stated, This call is recorded, XXXXXXXX XXXX XXXX XXXX I disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXX XXXX, a customer service representative advised me to dispute all charges and stated the funds would be returned. Call states, This call is recorded, So you should be able to go back and listen to the conversation. XXXXXXXX XXXX XXXX XXXXXXXX Shipping fee. XXXX XXXX XXXX XXXXXXXX The item I received appeared to have been previously opened. One side of the packaging was torn, and the other side was poorly resealed by melting the plastic. I found it unusual to receive packaging in this condition, especially since I have made many similar purchases and have never received an item like this. This item was listed as potentially containing a XXXX XXXX. I am noting this because another customer reported a similar experience and raised concern that a XXXX XXXXXXXX may have been removed. I am including this as an additional indication of potentially deceptive handling of the item. XXXX XXXX XXXX XXXX Shipping fee. XXXX XXXX XXXX XXXXXXXX I disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXX XXXX, a customer service representative advised me to dispute all charges and stated the funds would be returned. Call states, This call is recorded, So you should be able to go back and listen to the conversation. XXXX XXXX XXXX XXXX Shipping fee. XXXX XXXX XXXX XXXXXXXX I disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXXXXXX XXXX, a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it stated, This call is recorded, So you should be able to go back and listen to the conversation. XXXXXXXX XXXX XXXX XXXXXXXX I disputed these charges due to deceptive business practices by this company, including changing item descriptions after purchase and substituting items that did not match their guarantees. On XX/XX/XXXX at XXXXXXXX XXXX, a customer service representative advised me to dispute all charges and stated the funds would be returned. Upon calling it stated, This call is recorded, So you should be able to go back and listen to the conversation. XXXX XXXX XXXX XXXXXXXX Shipping fee. XX/XX/XXXX : the primary reason I am disputing these charges. The item description listed specific players that were included in this box, based on the description, I purchased it because my son did not have any of the listed players. When I received the item, it was a player that was not listed in the description. I contacted the company about this issue but did not receive a response. I also submitted 2 support tickets ( which the company is supposed to respond to those. ) I took screenshots of the description at the time of purchase, which confirm that the player I received was not listed. After a couple emails and not getting a response I directly emailed on of the employees, who stated that the player was listed in the description. I informed her that I had a screenshot that I took at the time of purchase and provided her with that. She quickly came back with an excuse. However, after that response, the description was changed and the player I received was added, ( which proves they read my emails and they were trying to gaslight me. ) I was offered to ship back the item or replace it for another box. Since it was my sons birthday gift and that is what he asked for I said another box. When I received the exchange I found a note attached to the jersey saying may name and returned to swap player from post season clearance ( the title of the mystery box. ) Which goes against there word that they do not hand pick what people get, they state that it is random and that they do not even know what player the customer gets. They hand picked a nobody player because they weren't happy that I was able to prove that they change their item descriptions and gas light their customers. After receiving this with the note left on the item I shared my experience so others could be aware and they deleted it and blocked me from all forms of contact. Which is why I took the next step to dispute the transaction. I have been actively trying to resolve this since XX/XX/XXXX, when I contacted SoFi to dispute the charges. I reached out to SoFi customer service numerous times, but my calls and emails were never returned even though I was guaranteed a call back within 24/48 hours several times when I couldnt get through to anyone and had to leave a reason for my call. The only time additional information was requested was when I personally followed up in XX/XX/XXXX and was told more documentation was needed, despite never being notified. I submitted the requested information via email and continued to follow up, but was repeatedly told to wait and that I would see the charges removed. On XX/XX/XXXX I received a letter that my case was denied stating they were unable to substantiate the claim without additional information, we were unable to prove a merchant error occurred. But I provided additional information it just wasnt itemized because I wasnt asked for that. My service provider sent my my incoming/outgoing call logs from XX/XX/XXXX to XX/XX/XXXX to confirm there were no incoming calls/ voicemails from SoFi requesting information as well as all my history from email and even in my SoFi mobile app. After the denial in XXXX I contacted the dispute department and spoke with XXXX who told me my case was denied because I never provided additional information in the timeframe. This is inaccurate SoFi never reached out to me I reached out to them every time. XXXX told me he would reopen my case. and he would send me an email to reply to with additional information which I did ( again it was never specified to be itemized with a description for each transaction. I continued to follow up and received conflicting answers. Then on XX/XX/XXXX I reached out at XXXXXXXX XXXX and I was told XXXX from dispute operations ( she was handling my case ) would reach out in 2-3 days and she never did. So, I called back on XX/XX/XXXX at XXXX XXXX and spoke with a dispute agent for 43 minutes. She took the time to fully look into my case with me and she told me my claims were filed incorrectly and advided me to contact customer service ask for a manager and escalate the case because this was a mistake on their end and there was nothing the dispute department could do at this point. I did this and I spoke with the manager who again assured she would call back in 24-48 hours but never did. I gave it some time then reached out again on XX/XX/XXXX and spoke with XXXX and she was the only employee that told me I needed to send her a itemized list of the transactions with a reason for dispute and I provided her with that immediately. She did communicate back and forth with me and then sent my case to XXXX from member advocacy. XXXX sent me an email with the subject line Final response stating I was asked to provide the reason on why you disputed each individual transaction and provide supporting information and then stated i responded on XX/XX/XXXX with supporting details and screenshots but that I did not itemize each transaction and why I wanted to dispute them. I am happy to send phone records and any other information to support my case as well as more photos for my case and email conversations with the merchant.

Company response to consumer: Closed with explanation