ComplaintsforSoFi

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Customer Complaint:

BBB’s business profile for SoFi was created in September 2012. A review of SoFi complaints was completed in June 2024.

Consumers are encouraged to review the following links for information on terms of service and security.

https://www.sofi.com/terms-of-use/

https://www.sofi.com/faq/

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Initial Complaint
03/24/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ive been a happy customer of ********************** by actively using their sofi money and invest account for more than a year. But today, sofi disappointed me extremely. I was out and to use sofi debit card to find out that sofi closed my debit card. I called in immediately to customer service and even spoke to one of the supervisor and all she said was I violated the sofi Monet customer service agreement. I would like to know which part did I violate and also filed cfpb and complaint with OCC. I will be more than willing to get my lawyer involved since there was no fraud dispute and I used sofi money account accordingly. I have autoimmune and the last thing I want in my life is added stress, since Ill be more than willing to get to the bottom of this issue, and also have multiple refund that is currently processing, Id like new debit card issued
Business response
03/31/2022
Please see the attached document.
Initial Complaint
03/24/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sofi closed my debit card so I called in to their customer service over the phone and Cs agent told me my debit card was closed due to customer service violations. There was absolutely zero fraud transactions happen nor did I violate any customer service agreements. If new debit card isnt issued, Ill be getting my lawyer involved in this and I also filed CFPB complaint. I almost had Heart attack since my card was unusable while I was out.
Business response
03/31/2022
Please see the attached document.
Initial Complaint
03/23/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
There's a few pending transaction that was supposedly drop but that amount has not went back to the account. They are telling me that the transaction is approve if it is how come its not lists on my transaction statement. Also there's no net balance for each transaction.
Business response
04/01/2022
Please see attached document.
Customer response
04/07/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Tri Vo
Initial Complaint
03/23/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a money account with Sofi, they were advertising a promotional bonus of $20 for checking your mortgage rate within the app. I first read the Terms and Conditions in search of the payout methods or timeframes, which resulted in there being none stated so I presumed. Once completing the rate check I proceeded to contact the customer support to inquire about the bonus. At that time I was told it takes 30 days, I informed them of reading the T&C and it wasnt stated there, was told it doesnt say immediate either. Now I felt coerced into completing this in hopes of receiving the funds immediately since there was no time frame included anywhere, as I had checked for. Theres now a soft inquiry from the company for this mortgage check which may result in negative conditions in future home buying.
Business response
04/01/2022
Please see attached document.
Initial Complaint
03/22/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Someone used my credit fraudulently to open an account with SOFI Lending Corp. I have tried over and over to contact them, and had no success.
Business response
03/29/2022
Please see the attached document.
Initial Complaint
03/21/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Reset my phone tried to log into my bank account and even though it verified the last four digits of my phone number were correct and tried to send out a two-factor verification code I never received it. Upon reaching out the customer service they said there was nothing they can do they couldn't send me an email of my two-factor authentication code, that they couldn't turn off to factor authentication even after verifying my information which essentially locked me out of my account and makes the product unusable. When asked to be elevated to a supervisor the very rude customer service agent completely hung up on me. At this point in time I want nothing to do with this business I want all my money in my investment accounts as well as my checking account sent to me via a check and I want my account closed. If the business is supposed to comply I will be bringing a law suit against them.
Business response
03/31/2022
Please see attached document.
Initial Complaint
03/21/2022
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently just opened up this account and theyI recently just opened up this account Deposited a check after I had deposited the $500 deposit they requested for me to be able to make a mobile deposit and they turned around and kept both deposits and froze my account this is not right and I'm still trying to get in contact with someone and every time I call customer service i get transfered to a voicemail that is ridiculous for them not to have a 1 800 number for support only that makes no sense this is a bad business they need not have business at all if they are going to be stealing people's money this is stealing!! We are living in a pandemic and people need their money!!!
Business response
03/31/2022
Please see the attached document.
Initial Complaint
03/21/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a SoFi ******* money account and debit card. I've had my account locked for over a year and when trying to use debit card to spend money on card or pull money out I get denied transaction. I've been contacting Sofi Money for the past 6 weeks and always get someone from customer support and they say this is something that the security **** will need to handle to unlock account. During this they transfer me to the Security **** and it goes directly to voicemail saying all agents are busy. I've left numerous voicemails with my info and call back number to never receive a call back. Several times talking with initial customer support they say that they will send an email to Security **** explaining issue and not getting a call back, still without any call backs. My money is being held that is needed and want to get issue resolved so that I can get access to my money and pull it out and then close account. This is due to the ongoing issues I'm having and not have confidence in the future that my money is safe and easily accessible when needed. Thanks, ***************************
Business response
03/31/2022
Please see the attached document.
Customer response
04/06/2022

Complaint: 16922080

I am rejecting this response because: No action has been or effort has been extended on my behalf and they want me to submit documents from a bank I no longer have business with and still don't have access to my money with no acknowledgement that my account has been frozen for over a year and just now my account is being investigated and I'm being told to be patient with them when they had more than enough time to investigate or have some type of facts towards there accusations or speculations in there defense or interms to there policies as not only as sofi but a Bank as well....

Sincerely,

***************************
Business response
04/12/2022
Please see the attached document. Thank you.
Initial Complaint
03/21/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Approximately a year ago, I opened a Sofi Invest account and purchased Bitcoin and Ethereum cryptocurrency. Recently I tried to access my account and was not able to. I contacted Sofi customer service many times and was repeatedly told that within 24 hrs the issue would be resolved. After many days I called back and was basically given the run around and told there was nothing they could do to help me I had to wait for their engineering department to resolve the problem. At this point I have no faith in this Company. I feel as if they are trying to steal my money. It is unfair for them to lock me out of my account hold my investments hostage and make no attempt to resolve my issue. I want to close my account and recoup all my money and move on to a more trustworthy company to do business with.
Business response
03/31/2022
Please see the attached document.
Customer response
04/01/2022

Complaint: 16919406

I am rejecting this response because:
Sofi.com has stolen my money. They have locked me out of my investment account for a long time and I am still unable to access my account which they have control of. This tactic is intentional and makes it so the investments I made are in their control and I am not able to do anything about it. I feel as if they robbed me and continue to find ways to keep my money. The investments I made in Bitcoin have grown I should be able to sell or do whatever I want with it. I believe the Company to be fraudulent and I have found many other victims. There response is just another delay tactic. It helps me in no way and they know it, so I would be a fool to expect them to contact me when they have made no effort to do so thus far. My question is how do I get access to my account and my money TODAY! I have waited long enough.

Sincerely,

*********************************
Business response
04/08/2022
April 08, 2022

Better Business Bureau
1805 *****************************, Suite 100
******, ** 78754

RE: Better Business Bureau Case #********:*********************************

To whom it may concern:

We are in receipt of your letter received April 1, 2022, regarding the above referenced individual. We are reviewing the customers concerns and sending a response directly to the customer with a disclosure consent form. Upon receipt of the signed disclosure consent form from the consumer, we will forward a copy of the response to your office.

Please do not hesitate to contact our office if you have additional questions or concerns.

Thank you

Customer *********************************** Securities LLC

Customer response
04/13/2022
Better Business Bureau:
THANK YOU. After contacting you I am finally able to access my investment account. I am so grateful to The Better Business Bureau as I was not able to resolve my issue before contacting you. What an amazing FREE service you provide, I am so grateful. God bless all of you for your much needed service and the wonderful work you do.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

THANK YOU,

*********************************
Initial Complaint
03/21/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sofi has placed lock on my account which won't let me access my funds and transfer them.. I've called multiple times and everytime they transfer me to security management to solve the issue which then goes straight to their voice-mail and I never receive a call back. I would like access to my funds today and I will close my account due to the lack of communication
Business response
03/28/2022
Please see attached document.
Customer response
03/29/2022

Complaint: 16919294

I am rejecting this response because: I still have not yet received the disclosure consent form and I still have yet to be contacted by any other means in order to resolve my problem.

Sincerely,

*************************
Business response
04/04/2022
Please see the attached document.
Customer response
04/05/2022

Complaint: 16919294

I am rejecting this response because: I still have yet to receive this disclosure form or any kind of communication from the SoFi business team .

Sincerely,

*************************

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