Consumer complaint received 2025-05-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: SOFI TECHNOLOGIES, INC.
State: FL

Complaint narrative:
I am filing a complaint against SoFi Bank regarding their handling of a fraud dispute involving multiple unauthorized charges on my debit card, as well as misleading and inconsistent communication from their customer service representatives. 

On or around XX/XX/year>, I reported at least XXXX unauthorized transactions on my SoFi debit card, which had been lost. Before initiating any dispute, I contacted the merchants directlyincluding XXXX XXXX, with whom I have an accountto confirm whether these charges were connected to me. Each merchant reviewed the transactions and confirmed they were not associated with my accounts or personal information. I was explicitly advised to dispute the charges with my bank.

I contacted SoFi through their customer service chat to initiate the dispute. The experience was highly unprofessional. The agent I spoke with was rushed, inattentive, and clearly not reviewing the information I provided. They initiated the disputes hastily, without asking clarifying questions or demonstrating any interest in helping me resolve what wasand still isa very serious matter. Partway through the conversation, the original agent abruptly left the chat and I was transferred to a different representative without explanation. I have attached screenshots of the chat transcript to demonstrate how poorly this was handled. 

On XX/XX/XXXX, I received emails from SoFi stating that all of the disputed charges had been deemed valid and my claims were denied. This was deeply troubling, especially given that the merchants themselves had confirmed the charges were fraudulent.

I then called SoFi and spoke to a representative for approximately XXXX minutes. She insisted the disputes were still open and under investigation, stating it would be unusual for a resolution to be issued so quickly. I told her I had already received denial emails. She told me to disregard those emails, which only increased my concern about SoFis internal communication and dispute resolution process. When I asked whether I should then disregard all email communications from SoFi, she placed me on hold and eventually returnedonly to say that, in fact, the disputes had been deniedbefore hanging up on me.

This is not the first time Ive encountered such mishandling from SoFi. In a previous incident involving fraudulent activity, my claims were initially denied until I involved the CFPB. SoFi later called me directly, apologized, and issued a {$230.00} credit labeled as a marketing credit, which I believe was an attempt to resolve the issue quietly. Unfortunately, its now clear that nothing has changed, and SoFi continues to mishandle fraud claims and treat serious issues with indifference.

To be clear, this is a significant amount of money to me. While it may be negligible to a large financial institution, it has a real and direct impact on my financial well-being and should be treated with the seriousness it deserves.

Company response to consumer: Closed with explanation