Consumer complaint received 2025-01-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: SOFI TECHNOLOGIES, INC.
State: SC

Complaint narrative:
A day after my monthly Social Security deposit ( XXXX XXXX ) I was victim of finacial fraud of my SoFi bank account, and I believe also of my linked SoFi investment account, which I learned on XXXX XXXX but wasn't able to dispute two fraudulent XXXX XXXX  charges ( exceeding {$290.00} and {$240.00} ) that the transaction report indicates as occuring at the XXXX XXXX XXXX XXXX, XXXX  XXXX, at a public garage. Because I am limited to the money I get once a month from Social Security ( {$1800.00} ), not having access to this money presents an extreme hardship, because my account access has been blocked since discovering that my account had been wiped out on Saturday night, XXXX XXXX, and the bank had suspended all activity, which prevented any withdrawals, deposits or automatic bill payments. This caused my electric utility bill. While I appreciate the apparent concern and seriousness with which SoFi customer service expressed, I became frustrated and distressed by delays in resolving the issue, which I realized based on the account takeover would necessitate closing my checking and savings account, and probably my investment accounts, and reopening accounts. I struggled to get any timeline or assurance of when I would have access to my money, and had requested they enable me to transfer funds to an external linked account. But they declined to accommodate this, but said that they would ease the restriction and when I got my new debit card, I could move the funds and pay bills that failed after my account was suspended. At no time had the various SoFi representatives indicate that I had become the target of its scrutiny. But based on what I read posted by the automatic alert about the account suspension being related to my having violated account policies or rules, I asked. On XXXX XXXX, I had a long detailed conversation with XXXX from SoFi 's security division, and at no time did she question or indicate that I'd done anything wrong. I haven't. But today, after getting the replaced debit card and activated it, I tried to pay my electric bill and discovered my account had been locked, which blocked my access and I was not provided access to my money. I called and asked why? After speaking with two representatives, I was told that SoFi was closing down my accounts altogether based on my disputes and/or alledges complaints by or about my account use or misuse. Meanwhile, SoFi must recover more than {$500.00} from XXXX XXXX  that is refusing to respond to them. So, my vulnerable existence now is utterly compromised, and I have no money, my bills are now past due ( because of another complaint regarding a 3-week delay in ACH postings that prevent me from realizing that the payment had failed, about which I was provided no notice. ) Since I am not aware of violating any guideline, rule, policy or law in anything at all especially regarding my finances ( unless having near poverty level income is a violation indicating ethical or behavioral lapses on my part ). I asked for clarity, and I asked why that decision was made, and why they reversed on their decision to permit me access to my money. It is clear that is retaliation for the complaints I filed, which were not vengeful or defamatory rather expressions of severely compromised circumstances. I became desperate and because I was not getting clear answers or what would be reasonable resolutions including provisional credits of transactions that clearly were not by me or anyone I'd aithorized, this can not be lawful. If I can't file complaints about fraud and difficulties accessing my Social Security,. then what would a responsible person do? I am in crisis and risk losing services and I need essential goods. Where do I turn?

Company response to consumer: Closed with explanation