Consumer complaint received 2026-03-24 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: IL

Complaint narrative:
I am filing a complaint regarding SoFis handling of a debit card dispute involving canceled merchandise. On XX/XX/year>, I contacted the merchant to cancel my order and requested a refund. The merchant confirmed in writing the same day that the order would be canceled and refunded. Because the merchant confirmed cancellation, I relied on this agreement and did not authorize shipment of the goods. Despite agreeing to cancel the order, the merchant shipped the item XXXX business days later. On XX/XX/XXXX, after receiving a shipment notification, I contacted the merchant again stating that the order had already been canceled prior to shipment and that I did not authorize shipment. On XX/XX/XXXX, the merchant responded that the order had been shipped due to a warehouse error and stated they were unable to recall the shipment. This confirms that shipment occurred after the cancellation had already been agreed to. The shipment required payment of customs duties in order to complete delivery. I did not pay these duties because the order had already been canceled and refunded was expected. The merchant paid the customs duties themselves in an attempt to proceed with delivery despite the cancellation agreement. The package was marked as delivered on XX/XX/year> without signature. I did not accept or retain the merchandise. XXXX later recovered the package and confirmed it is being returned to the sender. XXXX tracking shows a delivery exception and shipment closure, indicating the delivery process did not complete normally. I provided XXXX with documentation including : the merchants written confirmation that the order would be canceled and refunded on XX/XX/XXXX communication showing the shipment occurred after cancellation the merchants message acknowledging the shipment was sent in error XXXX tracking showing delivery exception and shipment closure XXXX confirmation that the package was recovered and is being returned to the sender the final determination letter from SoFi Despite this evidence, SoFi denied my dispute and appeal, relying on proof that the package was delivered to my address the merchant supplied. However, this dispute concerns merchandise that was canceled prior to shipment and therefore was not authorized to be fulfilled. Proof of delivery alone does not resolve the underlying issue that the merchant failed to honor the confirmed cancellation agreement. The merchant was also very selective in the data they sent back regarding the dispute and did not show full conversations or full tracking details. Because the order was canceled prior to shipment and I did not receive or retain the goods, I believe this transaction qualifies as a billing error under Regulation E. I am requesting that SoFi properly review the documentation and reconsider the dispute under the appropriate dispute category of canceled merchandise / services not rendered. I feel SoFi did not properly look at the full details of what I submitted and instead only relied on the details from the merchant.

Company response to consumer: Closed with explanation