Complaints

This profile includes complaints for SoFi's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  SoFi

  San Francisco, CA 94105-2624

• 

  SoFi

  2750 E Cottonwood Pkwy Ste 300 Salt Lake City, UT 84121-7285

• 

  SoFi

  2750 E Cottonwood Pkwy Ste 300 Holladay Cottonwood, UT 84121-7285

• 

  Sofi Lending Corp

  PO Box 981075 Boston, MA 02298-1075

• 

  SoFi Finance Inc.

  1412 Broadway, FL Team Room 5 New York, NY 10018

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Days after opening a fresh bank account, in the middle of the day, I get an email with the frustratingly vague message of:"In reviewing your SoFi bank account, we noticed activity that indicates the account may have been used in violation of the SoFi Bank Deposit Account Agreement."This, after doing nothing with the account but deposit a placeholder of 15 bucks and hooking up direct deposit (which, unrelated, took 2 days, thanks UKG.)So, I call support. 30 minute phone call with some guy who seems positive that he can help. He puts me on hold to transfer me to security. Sit on hold for some time.Get hung up on while on hold.Great. Call again, get transferred and connected with some guy who is presumably a higher-level support staff member. Doesn't seem to totally understand me (either insufficient English or just totally checked out.) He just flatly states that the account can't be reopened, that he can't say why it was closed, and that he doesn't know if I can open a new one. After much (polite) prompting, I explain that this is a serious issue, since my paycheck is going to bounce. Says he'll get the security team to call me. Given my experience so far, I can't assume I'll ever hear from them.

  Business Response

  Date: 08/09/2023

  Please see the attached document.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20404006
  
  I am rejecting this response because:

  A Generic response is insufficient, and does not display that SoFis representatives have even read or acknowledge the contents of my complaint. The process proposed by SoFi to begin dialogues is over complicated and unclear. I reject this response.  

  Sincerely,
  
  *************************

  Business Response

  Date: 08/10/2023

  Please see the attached document.

• Initial Complaint

  Date:07/30/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used to bank with Sofi for nearly a year when one day on june 8th 2023 my account was suddenly frozen and when i called the fraud hotline they provided my account was selected for closure and they wouldn't tell me at all why but now its been nearly 2 months and the account is still frozen and open and i just want it to be closed like they said at least it is sitting at -4 dollars but i have no way to add money to the account to make good on that but i want it closed and will pay the 4 bucks if needed i just don't want it to stay open in frozen limbo any longer.

  Business Response

  Date: 08/07/2023

  Please see the attached document.

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for SoFi may 2023 and used them twice for DD. I had to dispute an unauthorized transaction which had me get another card sent out. They dont give you a full virtual card to where you can add it on cash app or any other place only the last 4 digits. You can only use Apple Pay to use your money if you dont have a card yet. I was unable to add card on my Apple Pay so all my money was just sitting on the app. I couldnt send my entire amount to anyone to cash out . *** talked to chat support and talked to a manger they didnt know what was going and was unable to fix the problem . In order for me to get my money out the same day I had to add my card onto someone elses Apple Pay and sent it to myself. Which before I did it I told SoFi what I was gonna do and they still froze my account knowing it was me even when I called them while I was taking my money out. So still til this day my account is frozen and I got my money out but Im unable to activste card or use my check in hand savings account until they unfreeze it and its been 2 weeks . When I call them they dont give me an estimate on when itll be done and hangs up in my face when I ask to speak to manager every time and also tell me theyre the last of contact . DO NOT USE SOFI And also about the Apple Pay problem they told me they was going to call when it gets resolved no one ever called me and its been weeks and I still cant load my card onto apple wallet.

  Business Response

  Date: 08/03/2023

  Please see the attached document. 

• Initial Complaint

  Date:07/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account has been frozen and I don't know why. I no longer have the phone number or email associated with the account and when attempted to login online got error message that account has been locked. Have made several attempts to find out why but have not gotten any answer. I have money they won't allow me to get off the account, under $80 but it's just the principle. I had made a few peer to peer transactions with a once acquaintance as she was a housekeeper for me but that arrangement didn't work out. Never deposited checks never wrote checks so can't see how there would be any type of fraud on the account. had changed my billing address to an office building in ****** because I was wanting to make sure i get my bills couldn't trust i would get them at my ****************** ****** ** address so i put ********************************************************************************** as my address office space rented at that address for storage xxtra company name to suite 107 was Alpha *******************. but don't see how a change of address could get my account blocked and why no one will tell me why the account is blocked. I asked with no response from sofi to close the account and provided a new mailing address of ********************************************************** to send me a check for my money if they won't deposit it into another account i have with another company in the account since i don't have a stable residence at this time but never got a response. Ive emailed copies of my ID, the ********************** debit card. I know the pin number why is the account blocked. I just want my 78 dollars and change. Close the account give me my money but no one will help or answer or give me my money back. it's been almost 4 or 5 months now and they;ve done nothing but steal my money. I'd just like the account closed and my money returned to me in a timely and reasonable manner given how long i've already had to wait please. Can anyone help me please

  Business Response

  Date: 08/02/2023

  Please see the attached document.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20393210
  
  I am rejecting this response because: How can they send me a letter for some disclosure form when they don't even have an address or a correct address to send the form to nor did they even ask for such information. The address they have is *********************************************************************************************************. I no longer am at that office space. They need to send any correspondence  addressed to me at **********************************************************
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20393210
  
  I am rejecting this response because: How can they send me a letter for some disclosure form when they don't even have an address or a correct address to send the form to nor did they even ask for such information. The address they have is *********************************************************************************************************. I no longer am at that office space. They need to send any correspondence  addressed to me at **********************************************************
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20393210
  
  I am rejecting this response because: How can they send me a letter for some disclosure form when they don't even have an address or a correct address to send the form to nor did they even ask for such information. The address they have is *********************************************************************************************************. I no longer am at that office space. They need to send any correspondence  addressed to me at **********************************************************
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20393210
  
  I am rejecting this response because: How can they send me a letter for some disclosure form when they don't even have an address or a correct address to send the form to nor did they even ask for such information. The address they have is *********************************************************************************************************. I no longer am at that office space. They need to send any correspondence  addressed to me at **********************************************************
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/09/2023

  Please see the attached document.

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/26/23, I booked a hotel room through SoFi Travel and used my SoFi cc. I chose 7/28, for a one night stay, but somehow in their system it shows 8/11. I never chose that date and cannot reach anyone to make a correction. Hotel staff sent me to Expedia, who then sent me to SoFi. You cannot reach them online or by phone. I just want to cancel as it is incorrect and I want my money back.

  Business Response

  Date: 08/01/2023

  Please see the attached document.

• Initial Complaint

  Date:07/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently was contacted by my credit monitoring service that a credit card account had been opened with Sofi Bank. I contacted them immediately, They state card has not been activated and that no charges have occurred. I requested this account to be closed immediately as I did not request this card. They refuse to send me documentation that the account has been closed. I have contacted them numerous times with no resolve. the last contact was from this person.************************* Fraud ********************** ************************************************************************************************* T: ************

  Business Response

  Date: 07/31/2023

  Please see the attached document.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20390754
  
  I am rejecting this response because:
  This business has been notified multiple times with no resolve. They have not made contact nor responded to any email communication etc. This is a simple account closer that should be done immediately upon me reporting the account fraudulent. Instead they have chosen to drag their feet and come up with excuses instead. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/02/2023

  Please see the attached document. 

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20390754
  
  I am rejecting this response because: They have never returned my calls nor emails. This is why I had to contact the better business bureau. They could have already sent documentation that the fictitious account was closed. I have received nothing from them other than ignoring me. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/27/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took out a loan with SOFI. The loan was funded and deposited into my bank account. A day later it was withdrawn with no notice. When I called they couldn't tell me why it was taken out or connect me to anyone who could explin why. It still shows I have a payment due and no timeline provided when it would be corrected.

  Business Response

  Date: 08/01/2023

  Please see the attached document.

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited a check through their Mobile app on 7:13.23 and they immediately froze my account. I cannot access any money, and they will not tell me anything or when it will be resolved.

  Business Response

  Date: 07/31/2023

  Please reference the attached document. 

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 2023 I paid my mortgage with enough funds in my account. It got returned saying there were not enough funds. That was a lie and customer service representative verified this. I got a rude email from higher up people in the back saying I didn't have enough funds and I was not allowed to respond as the conversation is now closed. Who does that? Worst customer service move ever. I called and got transferred with each person not knowing what to tell me. **** said she filed a complaint for me but I haven't heard anything back and I have no trust for this bank anymore. I asked to see policy about returning payments and not being able to see the true balance with pending transactions *** why it takes so long for transactionsto go through (i paid on the 16th EARLY and got a notification on the 20th saying it was rejected), I also asked for proof that there was a policy that said simple payments were to be pending too and lady literally told me there was nothing they could find to send me. Later on i get an email saying that there WAS something wrong with the tech of this bank but nothing was done and i never recieved an acceptable apology, accountability of the bank, nor compensation for the stress my wife and i were put through. My wife has had multiple back shut downs due to what the stress has done to her bad back and health. This rejected payment caused me to have fees from my mortgage and it definitely doesnt help my credit score having a bounced back payment. All I wanted them to do was call my mortgage companyand tell them it wasn't my fault. I didn't ask for a dollar! And now the fees are adding up and I am behind on so much because I thought the mortgage was paid. This is the worst experience I've ever had with a bank.

  Business Response

  Date: 08/02/2023

  Please see the attached document.

• Initial Complaint

  Date:07/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Created a bank account with my passport and a picture of my face for future verification, However today after visiting a gas station and buying the same thing I buy every morning my account was frozen. I called the number provided and was told I need to send my ID scan again and my face again. Each time the system said it was not me. Nothing on my face has changed, same shave same age same hair. They are now telling me they will not accept the Passport I used to create this bank account. My money will remain frozen and they have no further steps to take and hang up. I was unable to eat today or fuel my truck to get back home from work. I did all steps provided correctly as asked but would be told things like how to smile and take a selfie when we already reached the conclusion that the system is not working correctly. They are not listening to me and reading a script of things to say but not acknowledging core issue. When they don't know what to do they hang up. My account is only a week old and has daily charges from the same gas station but for some reason I can not be told today my pizza was suspicious. I want my hard earned money removed from this terrible bank, No managers, I am told on repeat the representative is my final point of contact. Requested the Recorded conversation and was denied.

  Business Response

  Date: 07/31/2023

  Please reference the attached document.