Consumer complaint received 2025-08-27 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: SOFI TECHNOLOGIES, INC.
State: ID

Complaint narrative:
I have been trying since XX/XX/XXXX to cash a check into my account. The timeline of events is below XXXX XXXX initial issues encountered, troubleshooting with customer service representative for approximately XXXX hour. Initial ticket created. Customer service representative created initial technical support ticket request and stated a next day call back would occur at approximately XXXX XXXX XXXX XXXX 

XXXX XXXX no next day follow up call received. Technical support team emailed asking for follow up information. Follow up information was submitted to the provided portal XXXX XXXX follow-up call with customer support. Was placed in contact with technical support and was told that software engineering team would need to make updates that would take up to 10 business days. Asked if there was any alternative method to submit check and was told there was not. Confirmed uploaded materials were received, was told that an email check-in/ follow up would be provided. This email was never received. 

XXXX XXXX Follow up with customer support. Support team member was unable to connect with technical support, and was unable to find a record of initial support ticket. A second ticket was created to express the urgency of the request and an expected progression timeline of 48 hours was established. Email confirmation of the new ticket and a call back from technical support was requested. No email or call back was received. 

XXXX XXXX. Connected with escalation team member who suggested troubleshooting again. This team member was able to find a record of the existing support ticket and the new support ticket. Team member mentioned that support tickets require up to 72 hours to be addressed. I clarified that that 72 hour period should not be limiting factor here as we were addressing a ticket that has been open for three weeks. The urgency of resolving the issue was expressed a second time. A call back for 24 hours was scheduled to follow up on the issue. I mentioned that I have been told several times that a callback/ / further communication would be provided and never received additional follow up. Addressed with escalation team member that due to the lack of communication, persistant delays, and inability to make progress a complaint would be filed with the Consumer Financial Protection Bureau if a follow up with a path forward or remdiatiaion of the situation was not provided within 48 hours of our call ( XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ). 

XXXX XXXX. A followup call was made to me. I missed the call and quickly returned the call ( within approximately 5-10 minues ). I was unable to connect with the original support agent. A direct message was sent by a secondary escalation member to schedule a call back for the next day. I was told that the support team member had emailed me. I checked and no email had been received. 

XXXX XXXX. No call back from the original support agent was recieved. Another customer support call asking for information was placed. Once again my original support team member could not be reached, and my support ticket could not be located. Notification was given verbally to two different team members that a compliant would be filed with the Consumer Financial Protection Bureau. Additionally notice was given verbally to two different team members that SOFI is in violation of Expedited Funds Availability Act ( EFAA ) regulaltions which state " If the deposit is made at a staffed facility, the notice may be given to the person making the deposit, regardless of whether that person is the customer who holds the account. If the deposit is not made at a staffed facility, the exception notice may be mailed to the customer no later than the business day following the banking day of deposit. If the XXXX bank discovers a reason to delay the funds subsequent to the time the notice should have been given, the bank must notify the customer about the hold as soon as possible, but no later than the business day after the facts become known. Certain exception holds due to emergency conditions do not require notification of customers. For example, if the deposited funds that were subject to a hold during an emergency become available for withdrawal before the time the notice must be sent, the depositary bank need not send a notice ''.

Company response to consumer: Closed with monetary relief