Consumer complaint received 2025-10-08 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: KY

Complaint narrative:
On XX/XX/XXXX, XXXX transactions were remotely executed that I did not authorize. XXXX for {$100.00} by XXXX XXXX and a XXXX for {$920.00} by XXXX XXXX. 

Amount : - {$100.00} Merchant : XXXX Terminal location : XXXX XXXX DE XXXX ID : XXXX Date authorized : XX/XX/year>XXXX  Transaction ID : XXXX Amount : - {$920.00} Merchant : XXXX Terminal location : XXXX XXXX, DE XXXX XXXX Date authorized : XX/XX/year>XXXX  Transaction XXXX I logged the dispute that night and and was alerted to the potential of my account being closed the following day. Upon calling Sofi 's Security team, I was told that the account would be closed and that the amount would be sent to me within 7 to 10 business days. 

On XX/XX/XXXX, I got notification that the dispute was denied and requested a detailed explanation as to how they came to that determination. They sent a boilerplate email that provided no explanation at all. 

I sent the following response : Appeal Regarding Dispute of XXXXXXXX  XXXX ) There was no text message or alert sent to ( XXXX ) XXXX - XXXX, the ONLY number ever associated with this account, nor my email address, which is on file. The number erroneously attached to my account, ( XXXX ) XXXX - XXXX was discovered and given in my initial report and has never been associated with my account. 

XXXX ) These transactions took place away from Kentucky, which is where I live. I was in XXXX at the time these transactions were made. 

XXXX ) This is money STOLEN from MY ACCOUNT and after following YOUR protocols for resolution, I do not understand how you came to this conclusion. I demand that this be resolved immediately and the funds REFUNDED to me. 

I appealed that decision and was denied again today ( XXXX ). Upon calling the bank, I was taken through the exact same process with no means of speaking to any higher ranking person. Once again, I was told that that I would be sent an email with a detailed explanation. 

A second appeal was sent on XX/XX/XXXX, to which I responded : Re : Dispute XXXX ( XXXX ) Once again, you've failed to provide any DETAILED information as to how you decided to deny my dispute of funds that were STOLEN from my account. 

You provided some boilerplate nonsense that gave no information about your methodology or steps you took in your so - called " investigation ''. This is a substantial amount of money that was STOLEN and I've provided more detailed information than you've provided to me. Information I'll provide ONCE AGAIN so that it's on record.

Your handling of this matter is totally unacceptable and transparency is something you don't seem to be concerned about. It simply doesn't make sense that you, as my bank, are unable or unwilling to resolve an obvious case of theft. It also doesn't make sense that there's no accountability to other departments or a way to contact your corporate offices. 

Again, it is my expectation that this issue is PROPERLY resolved and my stolen funds returned. 

I received a 3rd denial of my dispute with the following boilerplate email : XXXX ( SoFi ) XX/XX/year>, XXXX XXXX XX/XX/year> RE : Acct # : XXXX Merchant Name : Multiple Transaction Date : Total Amount : {$1000.00} Dear XXXX XXXX, This letter is to inform you that we have made a final determination regarding the above-noted claim dated XX/XX/year>. 

As part of our investigation, a review of our systems was performed in addition to information provided during the claim filing process. As applicable, we coordinate with other Financial Institutions, Merchants, and Networks as part of the claim review. Despite further investigation, we still do not find that an error occurred ; therefore, no funds will be credited to your account and this matter is considered closed. 

You may request a copy of the documents we used in determining the final outcome of the investigation. If you would like to request copies, or if you have any further questions, please reply to this email or contact us at the number listed below.

Kind Regards, SoFi Operations - Back Office Department XXXXXXXX  ( XXXX ) Monday - Friday, XXXX XXXX XXXX  MT

Company response to consumer: Closed with explanation