Consumer complaint received 2025-01-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: SOFI TECHNOLOGIES, INC.
State: NC

Complaint narrative:
I disputed a transaction of {$XXXX} made in XXXX to XXXX. I have submitted multiple appeals to Sofi Bank regarding the denial ( s ), providing additional information with each attempt to recover the lost funds. Despite these efforts, they have not offered further clarification, and their rationale for denying the claim remains inadequate. Below, I provide context and explanations to support my claim that this transaction was unauthorized.

1. At the time of the disputed transaction, I was in possession of my debit card. I suspect my PIN may have been compromised, potentially at an ATM I attempted to withdraw money from a cruise port in XXXX. 
XXXX. I received a text alert for a smaller, unauthorized charge of {$XXXX}, which I promptly flagged as unauthorized ( a photo of the text message from Sofi Bank is attached ). My card was then frozen as a result. For the {$XXXX} transactiona significantly larger amountno such notification was sent to me. This inconsistency in the banks fraud detection and notification process raises concerns, as it prevented me from identifying and disputing this unauthorized charge immediately. 
If the {$XXXX} withdrawal occurred after my card was frozen due to the {$XXXX} dispute, it should not have been approved, as frozen cards are intended to block all transactions. 
If the {$XXXX} withdrawal occurred before my card was frozen, I should have received a text alert similar to the one I received for the {$XXXX} transaction. The absence of such an alert for this much larger transaction raises questions about the effectiveness and consistency of the banks fraud prevention measures. 
XXXX. I was not in XXXX on XX/XX/XXXX when the transaction occurred. By that date, I was already at sea aboard a XXXX XXXX cruise, heading back to XXXX. The ship had departed XXXX on XX/XX/XXXX after visiting XXXX different ports on the XXXX and XXXX ( a copy of the itinerary is attached ). Given this timeline, it would have been impossible for me to approve or conduct a transaction in XXXX on XX/XX/XXXX. 

As aforementioned, their rationale for denying the claim remains inadequate. 
The information they provided me for denying the claim is listed below verbatim : XXXX XXXX : The disputed transaction ( XXXX ) are XXXX XXXX transactions and the member claims to be in possession of their debit card. XXXX. The member was asked if they were in possession of their debit card when the transaction took place. We received a XXXX response on XX/XX/year>. XXXX. The member was asked if they recently traveled out of the country. If so, where? We received a XXXX, XXXX response on XX/XX/year>. No denials for the wrong PIN indicating whoever was using the debit card knew the PIN. No denials for Non Sufficient Funds ( NSF ) indicating whoever was using the debit card had knowledge of how much was available in the checking account. A review of the login history shows no sign of unauthorized access or abnormal activity. 
Payment type : Credit for XXXX XXXX XXXX Thank you for your time, XXXX XXXX, XXXX.

Company response to consumer: Closed with explanation