Consumer complaint received 2024-07-12 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: SOFI TECHNOLOGIES, INC.
State: IL

Complaint narrative:
am extremely frustrated and disgusted with SoFi bank. I opened a joint saving and checking in XX/XX/year>, with my XXXX love one, to be able to get access and talk on her behalf. She has paper bonds that she asked her lawyer to cash out and deposit the money into the SoFi account, I was supposed to transfer the money into a high interest CD to pay for her daily care and her bills. As soon as the fun arrived in the account, the money was frozen by Sofi without even have one withdrawal taken. When I reached out to Sofi about the account being locked I was told that they needed to talk to the primary account holder, I explained to them that I am the POA and send them a copy but they insisted that they need to talk to the primary account holder. 
They spoke with the account holder and were informed that I had been granted to speak on the account holder behalf, she doesnt have any XXXX or XXXX. The next day SoFi send XXXX XXXX XXXX to the house, they were told by Sofi to come investigate suspicious financial activity on the account. After the agent talked to the account holder alone and was told that her finances was safe, the agent access the environment and find nothing suspicious and clear the case of any suspicious activity, two day later the local police were called to the house by Sofi again still accusing me of fraud. Both the local Authority and Social services confirmed on separated occasions that the account holder was cognisant, aware and communicative and they were no suspicious activity occurring which SoFi was made aware of, but the account is still remain locked. I gave them all proper paperwork with my statue of POA when asked. 
I am a United State citizen, however I still have my native accent. Each time I am disregarded and overlooked a possible POA with a wet signature dated last year. I understand that XXXX individuals are vulnerable and it is important to be checked on, but the visit were not prompt by any suspicious act. This women is like a mother to me, people have no idea how hard and expensive it is to take care of an XXXX at home with 24 hours cares, when the caregivers don't show up I have to leave and miss work and stay with her. This is over XXXX. As a POA, I require access to the accounts to pay for caretakers, the income and property taxes bills that is due right now accumulated interest that I have to pay, but for some reason this flagged as suspicious activity and I was accused of fraud - having not yet made a single withdrawal on this account. This is frightening for an XXXX individual to be unnecessarily questioned by authority personnel, without warning. in the comfort of their home, the women was frightened and didnt sleep for the rest of the week after the police came to the house.

This is unacceptable and SoFi needs to apologize, unlock the account and undergo the necessary rewriting of procedure to stop prejudice attacks like this on his users.

Company response to consumer: Closed with explanation