Consumer complaint received 2024-11-08 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Getting the loan — 
Company: SOFI TECHNOLOGIES, INC.
State: GA

Complaint narrative:
I was approved for a consolidation loan with SOFI Bank on XX/XX/XXXX, but as of today the complete loan amount has NOT been funded to my account. When providing the credit card numbers for payment disbursement, I noticed that the name that appeared for my XXXX card ending XXXX issued by my credit union XXXX XXXX pulled a different name ( XXXX XXXX XXXX ). I removed the card number from the form-clearing and re-entering it but the same thing happened. I followed up with SOFI and was told that most likely XXXX was the name of the servicing company for the credit union and not to worry, if my credit card number was correct the funds would be sent to pay the card balance. The next business day, I checked the XXXX balance there was no payment. I immediately called SOFI and a representative in the funding department told me the funding was successful but due to the amount sent {$11000.00} it may take 4-7 business days to post but not to be concerned. After 10 days no funds, I was told that due to the amount of disbursement, my credit union, XXXX may have required a paper check to be mailed and to check with. I called XXXX, they had not received any checks on my account no checks pending. On XX/XX/XXXX, I called XXXX again for next steps because the funds were not received and something was wrong. This time I asked for a manager to resolve this matter, the manager I was transferred to told me I was being unreasonable among other choice words and that the check was not going to be stopped because XXXX probably had it and would apply it to my account any day. I told her I had already checked with XXXX before I called, they did not have any payments for my account and asked me to ask SOFI to confirm what address they mailed the check to and to stop pay. I received an email from the SOFI Resolution Support Team telling me that if the funds were rejected, then payment would be issued to my account directly for me to pay the card balance. Apparently, that was supposed to close the matter, however in my case the funds were not rejected but sent to someone elses account instead of mine. 
I have called SOFI several times for resolution since XX/XX/XXXX. I have asked for confirmation of what card number the funds were sent to since it was obviously not mine, what address the paper check was mailed to but nothing. On XX/XX/XXXX, I spoke with a supervisor ( XXXX XXXX ) and was given trace tracking information. I was told to give this information to XXXX XXXX and they would be able to locate the funds since SOFI shows that the funds were successful. I called my credit union, forwarded the tracking information email from SOFI. They did not recognize any of the tracking information and confirmed that XXXX XXXX XXXX is not their credit card holder. Arbor confirmed that the funds in question were never received, directed the matter to a branch manager XXXX XXXX and a statement in writing was provided that my account never received the funds. With my permission, XXXX and I called SOFI Bank and spoke with XXXX. XXXX asked where the payment was mailed to, XXXX advised that the payment was sent electronically not mailed as a paper check like I had been told for weeks. XXXX asked if SOFI could confirm that card number the payment was sent to because she was on the phone to confirm that I had not received the disbursement as well as that they are not familiar with or affiliated with XXXX XXXX XXXX for any of their products or services. XXXX documented our conversation and advised both of us that she had put in the request for the {$11000.00} to be reversed and deposited to my account directly for me to pay the card balance. I later received a call from XXXX XXXX on the Resolution Support Team. She apologized, confirmed that a request for the funds to be reversed and deposited to my account directly for me. She thought everything would be resolved by the end of the week or couple of weeks max. On XX/XX/XXXX I emailed XXXX asking for assistance to move this matter forward. On XX/XX/XXXX, I received a call and follow up email from XXXX XXXX that she would contact me as soon as XXXX received the funds back from XXXX XXXX XXXX. On XX/XX/XXXX, I emailed XXXX  my concern that the reverse funds request sounded like subrogation which could take months, even years to collect and that was NOT acceptable. I have asked for immediate disbursement of {$11000.00} to my account directly for me to pay the card balance or that the same amount be removed from my SOFI personal loan and it be recalculated without penalty to me to reduce what I owe since I have not received the full loan amount I signed for.

Company response to consumer: Closed with explanation