Consumer complaint received 2024-07-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: SOFI TECHNOLOGIES, INC.
State: FL

Complaint narrative:
I submitted a claim with Sofi for 4 transactions that were declined yet still charged my account. The total of the claim was {$3400.00}. The claim was submitted on XX/XX/year>. I recieved a confirmation that this claim was recieved by sofi via e-mail in which they sent me the following information : [ XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX We have received your claim dated XX/XX/year> concerning the above-referenced transaction ( s ). This letter is to inform you that we have begun the investigation of your claim. If we are unable to complete the investigation within 10 business days from the date of your claim, we will provisionally credit your account so that you have the use of the funds until the investigation is complete. We will notify you if this occurs. ] When I submitted the claim, I informed them that I has the declined reciepts and was happy to provide them. I was told if the reciepts were needed they would reach out and request them. On XX/XX/scrub>XXXX XXXX XXXX I recieve an email asking for additional information. This was the XXXX business day from when my claim was submitted. On XX/XX/year> I sent them 2 email and provided them with 14 reciepts showing the declined transactions including a handwritten note from the teller Stating the transaction was declined as well. This was the 10th business day. I also called as was told by the agent that they were submitting a complaint on my end regarding not receiving the provisional credit and that I would get a response before the end of the day. I didnt receive until I notified today via email stating the following : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Dear XXXX XXXX, Thank you for providing us with additional information regarding the above-referenced transaction ( s ). 

The final resolution of your claim will be completed as quickly as possible. These types of disputes can take up to 90+ days to resolve but in most cases are resolved sooner. The results of the investigation will be submitted to you in writing within 3 business days after completing our investigation. 

If you have any questions, please reply to this email, or contact us at the phone number listed below. ] They confirmed reciept of the information I provided but failed to address the provisional credit update I requested and also failed to follow their own guideline they provided to me which stated " if the claim is not resolved within 10 days I would recieve a provisional credit. '' That also is supported by Federal Regulation E. 
When I reach out I get the run around and no one gives me any info other than " they will update me via email, '' which I never recieve. 

Please help me to get my provisional credit as I'm out of work and struggling. Or assist me to get this claim completed. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation