Consumer complaint received 2025-08-25 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: CT

Complaint narrative:
On XX/XX/XXXX, I used my SoFi debit card ( linked to my checking account ) to make a {$600.00} purchase from merchant XXXX XXXX XXXXXXXX, processed through XXXX, for a one-month mentorship program advertised on XXXX The program was described as including exclusive XXXX coaching calls, XXXX access to the mentor ( XXXX XXXX, operating as XXXX ), guidance on growing a personal brand to XXXX followers, online XXXX XXXX  training, an XXXX  program, XXXX XXXX within XXXX months, and access to a VIP group chat. I expected the services to begin immediately after payment and be completed within the one-month period, ending around XX/XX/XXXX. 
Following the payment, there was initial contact with the mentor via XXXX and XXXX in XX/XX/XXXX. This included scheduling attempts for calls on XXXX XXXX XXXX ( where the mentor stated, Ill be up when you wake up bro so just hit me when your free ill make it a priority ), XXXX XXXX XXXX ( agreeing to a call on the XXXX ), and XXXX XXXX XXXX ( agreeing to a call the next day ). However, only a brief initial call occurred, during which the mentor provided misleading information and did not outline or deliver the full program as advertised. No further coaching sessions, XXXX access, accountability support, or other promised elements were provided. The mentor stopped responding entirely after these initial exchanges. 
On XX/XX/XXXX, I contacted the mentor again via XXXX to request a refund, stating : Yo homie sorry for asking anyway I can get that money back really feel like I didnt get anything from the mentorship what so ever. And my fault for the timing, I really dont care about the cash but I should. And I got a new cause Im supporting I know XXXX bucks could go a long way for them help some people out I rather donate that cash. This message was ignored. I followed up again on XX/XX/XXXX : Yo homie just hitting u up again to ask for a refund for the mentorship since that never worked out. This was also ignored. I have screenshots of these conversations with timestamps, as well as an XXXX chat showing missed dates and rescheduling attempts ( the XXXX account now appears deleted ). No refund, credit voucher, or alternative resolution was offered by the merchant. 
Having exhausted direct resolution with the merchant, I filed a dispute with SoFi on XX/XX/XXXX ( Claim Reference : Acct # XXXX, Claim Date : XX/XX/XXXX ), categorizing it as services not received. I provided evidence including the chat screenshots, program advertisements from XXXX, and a detailed statement explaining the non-delivery. SoFi initially denied the dispute around XX/XX/XXXX, citing only the payment authorization and a merchant-provided receipt as evidence that services were satisfactory, without addressing my proof of non-fulfillment. 
I appealed the denial multiple times via email to SoFis XXXX XXXX team. In my appeals, I specifically referenced XXXX Reason Code XXXX for Goods or Services Not Provided, as this directly applies to non-delivery of the promised mentorship. XXXX XXXX XXXX XXXX XXXX rules, authorization of the payment does not prove the services were delivered, especially for ongoing services like this mentorship program. XXXX XXXX In my first appeal ( around XX/XX/XXXX ), I resubmitted evidence and refuted the merchants rebuttal ( provided in SoFis document XXXX ), which consisted merely of a payment confirmation and authorization detailsit did not include any proof that the ongoing mentorship services were delivered. I specifically requested, if the appeal was denied, copies of all investigation documents, including the full merchant rebuttal, any evidence from XXXX, internal notes or communications with the merchant/networks, and detailed reasons for the denial beyond the generic no error occurred. SoFi denied this appeal on XX/XX/XXXX, without providing the requested information, effectively ignoring my reference to Reason Code XXXX and the associated rules. 
I submitted a second appeal shortly after, reiterating the evidence and emphasizing that authorization does not equate to service delivery under XXXX Reason Code XXXX and Regulation E for electronic fund transfers. SoFi denied this on XX/XX/XXXX, again without fulfilling my request for documentation or addressing the non-delivery specifics or the XXXX rules I cited. Their responses appear to overlook my evidence and the requirement to investigate disputed transactions fairly, including verifying merchant fulfillment for services not received. 
This mishandling has left me out {$600.00} for undelivered services, despite my timely dispute ( within approximately XXXX  days of the transaction appearing on my statement ) and repeated attempts to resolve. By ignoring the applicability of XXXX Reason Code XXXX and failing to provide requested documentation, SoFi has strengthened the case for escalation, as this violates Regulation E by not conducting a thorough investigation. I request the CFPB intervene to require SoFi to re-investigate, reverse the charge, and credit my account the full {$600.00}, plus any applicable interest or fees. I have all supporting documents ready to upload, including chat screenshots, emails with SoFi, the merchant rebuttal PDF, and program advertisements. 
For the checkbox : I want the CFPB to publish this description on our website.

Company response to consumer: Closed with explanation