Consumer complaint received 2025-03-18 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: NC

Complaint narrative:
Im reaching out because I believe SoFi unfairly denied my chargeback dispute, leaving me stuck with a defective item I never agreed to buy in that condition. On XX/XX/2025, I purchased a used GPU ( graphics card ) from a seller on XXXX for {$260.00}, but when it arrived, I noticed it had sagging issues that werent disclosed in the listing. 

Why This Is a Serious Issue GPU sag isnt just a cosmetic flawits a physical defect that affects performance, stability, and the lifespan of the card. Over time, sagging can cause connection issues, overheating, and even permanent failure, making the GPU unreliable or completely unusable. If I had known about this damage, I never would have purchased it.

As soon as I realized the problem, I contacted Mercari and requested a partial refund since the item was not as described. Instead of addressing my request, they opened a return without my consent. However, I am XXXX and do not have a car, making it physically impossible for me to return the item within their timeframe. Despite explaining this to them, they ignored my situation and closed the return case, giving my money to the seller anyway. 

Since XXXX refused to handle the issue fairly, I disputed the charge with XXXX, providing proof that the seller misrepresented the item and that XXXX mishandled my refund request. Instead of protecting me as a consumer, SoFi denied my chargeback, allowing XXXX and the seller to keep my money for a defective product. 

How This Has Affected Me I have suffered financial loss because I spent money on a GPU that is damaged and unreliable. 
Because I can not return it, I am now stuck with a defective product and no way to recover my funds. 
XXXX closed my account after I opened the dispute, so I am now completely locked out and unable to gather additional evidence or communicate further about the case.

SoFi has failed to do its job as my bank, leaving me without any consumer protection while XXXX engages in fraudulent and deceptive business practices. 

Why This Needs to Be Reconsidered 1. The seller misrepresented the GPU Nowhere in the listing did they disclose the sagging, which is a known defect that affects usability and longevity. 
XXXX. XXXX refused to resolve the issue fairly Instead of offering a partial refund, they forced a return I physically could not complete and then unfairly closed the case. 
XXXX. XXXX is engaging in fraudulent behavior Not only did they mishandle my claim, but they also closed my account to prevent me from gathering more evidence.

4. SoFi failed to protect me as a consumer Even with clear proof, my dispute was denied without a proper explanation, leaving me with no recourse.

I am asking for SoFi to reopen my chargeback dispute and conduct a proper investigation. I have attached all relevant evidence, including : Screenshots of the original listing ( showing the seller did not disclose the damage ). 
Messages with the seller and XXXX where I tried to resolve the issue. 
Proof that XXXX ignored my request and unfairly closed the return case.

SoFi is responsible for protecting its customers, not siding with fraudulent companies like XXXX. I should not be financially punished for a sellers dishonesty and a platforms deceptive practices. I ask for the CFPBs assistance in ensuring that my dispute is properly reviewed so I can receive the refund I am owed.

I believe the seller purposely tried to hide the sag in the photos, as a side view was never shown of the item. I also requested a refund from him and he accused me of fraud?? XXXX never even acknowledged that for abusive speech and lied about our interaction Thank you for your time and consideration.

Company response to consumer: Closed with explanation