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

  SoFI Mailroom Operations 2750 East Cottonwood Pkwy, Suite 300 Cottonwood Heights, UT 84121

• 

  SoFi Finance Inc.

  860 Washington St Fl 2 New York, NY 10014-1308

• 

  SoFi

  4064 Colony Rd STE 200 Charlotte, NC 28211

• 

  SoFi

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

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:03/19/2025

  Type:Customer Service 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.

  SOFI has shutdown my account and claimed that I am not "entitled" to my money. They have stolen my money and not mailed me a check with the remaining amount of money in my account.

  Business Response

  Date: 03/28/2025

  Please reference the attached letter.

• Initial Complaint

  Date:03/19/2025

  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.

  Sofi bank and its "security" logged me out of their online banking system, with no valid reason. Shortly prior to this, i lost my cell phone and was using my MacBook laptop to sign in and check my bank account and information. Because Sofi logged me out and my password was attached to my keychain password on my cell phone, logging me out of their system entirely, prevented me from logging in by laptop. I made repeated calls to get a temporary log in link to change the password to my account to get access and the ability to sign in. They refused to provide me with this link siting that they need to verify my information. This, after already verifying my account information once the agent answers the call initially. When the agent answers the call, they ask for and are provided with my full name, address, cell phone number attached, and last 4 of my social. Once this is provided they verbally state that my account is verified and they can proceed with help. Once they ask what my issue is, they tell me that I need to verify my information again my extensively, which is just asking me the same questions once again, full name, address, last 4 of social, and cell phone, then the next process of this, they claim would be to send a code to the cell phone number that I am calling to report lost. When I explain that the reason for the call is to update my information to an email that I have access to, they tell me that that I still need to have access to a phone and suggest that I used a friend or someone else phone to receive codes to my bank account, which I continued to let them know that I did not feel comfortable doing and to send the code to the email that I am providing which is accessible. They continued to deny me of this, up until now, which is notifying me that they closed my account, for an overdraft on my account they refused to give me access to, even after verifying who I am at the start of the call. This resulting in online payments being returned as well

  Business Response

  Date: 03/28/2025

  Please reference the attached letter.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23088556
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

   

  The reason I am not accepting this response if due to multiple reasons of Sofi being the one to deny me of services to update my personal information because of their "elevated security". 

  1. The claim to have notified me of a negative balance of my account, which I already knew was happening due to the fact I had no access to entering my bank account and funding the overdrafted negative balance. 

  2. On one of the many multiple occasions of contacting Sofi and trying to resolve this negative balance, Sofi was notified that the reason I had no access to my account was not only due to them locking me out my banking log in, that my personal phone was lost, and I had no access to that phone line as well as email that was attached to said account. So receiving an email about a negative balance was never received. On top of that, the negative balance was not mentioned or any possible closure of my account, on many of the MULTIPLE phone calls. 

  3. Sofi is claiming that they have a strict security procedure to gain point of entry to their online banking, which in their response, MUST be verified BEFORE discussing any account specifics. That means I had to provide these details before I can even have a conversation with any of the customer representatives. Which I did. They also claim that there enhanced verification process involves sending a link to a smart phone and as a suggestion after being notified that losing my cell phone was the cause, they suggested that I use SOMEONE else's smartphone to receive and send my personal and banking information through which is a complete contradictory action of their "enhanced verification" and places my personal information in jeopardy of being stolen as smartphones save a store information regardless if it is manually done, which I was not ok with. 

  4. I did not decline any other action to retrieve access to my account outside of "borrowing" a strangers phone which was one of the suggestions I was given. I also before any of the calls were taken, informed every agent that I spoke to that how I was contacting them was through a wifi phone service that allowed calls up to a certain time period. (15min) After spending the majority of these calls verifying my information (that they have already stated that I needed to verify before speaking to any agent) I was left with little to no time to clear any issues with the agents before the calls would be dropped. I would explain this each and every time I made a call to Sofi because I was expecting calls and customer service to be handled in a timely manner, not have agents take their time and place me on multiple holds or ask me the same questions repeatedly. Again having to verify my information more than once, just for my request to be denied or calls ended. 

  5. The negative balance being 60 days was also a result of the actions of Sofi locking me out and denying me access to my account for 50 out of the ************************************************ the negative. When I lost access to my banking log in 2/5/2025. 

  I also did not decline any offer that sofi is claiming. When any representatives or account managers spoke to enabling two-factor authentication (2FA) what I stated was that 2FA was NOT a feature that I accepted to be used on my account because I do like the feature and that when it was suggested whenever I signed in when I did have my phone in my possession was not used. I never declined anything. It was Sofi which has clearly stated in this response that they are who applied these protocols to my account without my knowledge or consent. Doing so to cause me to have issues and lose my bank account to close my accounts under false pretence. 

  If I had to verify my address, my phone number attached to my account, my email, my DOB, and last 4 of my social, that is enough verification to speak to an agent and the Information that they require just to answer questions in regards to my bank account, but this same information was not enough to receive a link to change my personal information. It is an egregious act to deny someone the access to their bank account for lack of verifying information after they have already verified the Information that is required. If I was not locked out of my log in, I would have no problems updating my personal information in my profile, but for some reason, even after providing the information that was being asked, now it was not being taken and used to send me a link to the email that is used to verify myself and to speak to a agent or account manager. I do not understand that. A simple resolution to this would have been to provide a password reset to the email that was verified and I as a customer could have updated my information and brought my account to good standing long before my account could be closed. The intentional decline of providing me access to my account needed to be rectified and it was not. Especially since there is a "forgot password" link on sofi home page which would have just simply sent the link to the very email that very agent required me to verify, but instead "enhanced verification" suddenly became necessary instead of just providing service to a customer trying to correct the very issue that is being said to be the reason for an account closure. 

  I do not accept this response because of the many ways that sofi could have resolved this issue but chose not to and allowed this to happen just for the predatory nature of trying to charge off an account. It is clearly stated that I tried to resolve this issue for over a month and was not given the opportunity to do so. It is also stated that my account needed to be fully verified to discuss account specifics, but the same verified information was not used to correct the issue. 

  Business Response

  Date: 04/04/2025

  Please reference the attached letter.

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23088556
  
  I am rejecting this response because: Sofi has no intention of correcting the issue with my banking that they created and continues to place blame on me as a customer, even though they had full opportunity to handle the issues before they chose to close my accounts. Whatever "security" protocol they had in place, I provided all the information that they claim they required, only to have them then say that they can not move forward in helping regain access to my accounts and in turn, proceeded to close both my checking and savings account. Then continued to claim that it was my fault that I had an overdrafted all while denying me the access to fund my account and cover said overdraft charges. Each time I gave my full SECURITY question answers, I continued to be told that it would take MORE security just to receive a password reset link which would have not only saved my account, but also would have resulted in the same overdrafted charges that my account was closed for, to be deposited. I have never felt this preyed upon by a business and its extremely evident that this was a predatory practice because it could have been resolved over the 30 days that I continued to call and gain access to my accounts, especially because I had a pending deposit that I had been waiting for, over the past 6 months.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/15/2025

  Please see the final response attached.

• Initial Complaint

  Date:03/19/2025

  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.

  On march 1 2025 3 debit charges appeared on my sofi account all 3 from ********i contacted ******* was informed that only the first charge was correct and ******* had not charged my account for the other 2.i contacted Sofia and was told the charges of $40 and $291.27 and $66.00 were pending and I couldn't file a dispute until they were actually charged. On March 3 I contacted Sofia again after confirming a second time with ******* that two charges didn't exit on there end and was informed that my debit card would be voided and a new one mailed to me and that the $66.00 charge was not shown only the $40 actual purchase and the $291.27 disputed charge.on match 15 I was informed that so si had contacted ******** and confirmed that the $291.27 charge was accurate and based on this my claims was denied and the case closed.i contacted ******** immediately and was informed again ******** had not charged my account $291.27 and the agent volunteered to conduct a 3 way call with myself and so fi to confirm ******* I finally reached so fi the ******* call dropped I was informed by so fi cs agent the she would register my complaint with the back office and I couldn't speak to anyone there to call back the next morning which I did asking for fraud department explaining ******** showed no such charges and asking why my claims were denied that didn't even khow what I was charged for.after several holds I was finally TOLD THE ONLY WAY SO FI CAN EVEN INVESTIGATE THE ***** AGAIN WOULD BE WITH MY PROVIDING SUPPORTING DOCUMENTS..,HOW ******* DOESNT KNOW ANYTHING ABOUT THE *****E AND I DON'T EVEN KNOW WHAT I WAS *****ED FOR. SORRY ITS THE ONLY WAY WE CAN EVEN CONSIDER IT

  Business Response

  Date: 03/28/2025

  Please reference the attached letter. 

• Initial Complaint

  Date:03/18/2025

  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.

  I had a student loan serviced by Mohela through SoFi. Because SoFi would not honor a direct deposit discount due to issues depositing the money from my employer (name mismatch), the only way for me to get the discount was refinancing again. I refinanced. A payment for $6997 was made to Mohela prior to that refinance and the new loan balance did not reflect that payment. Mohela was contacted and stated they sent that money over to SoFI on 3/6/25. SoFI representatives are telling me they cant see the funds and they need me to wait 8 weeks for a resolution for this. Meanwhile the loan balance reflects nearly $8000 more than it should be and interest is accumulating daily on a larger amount. Nobody via chat or phone is able to tell me WHERE my money is. I was guaranteed a call back today about this, which I never received. Representatives do not care about the terrible service and are saying Im sure it is fine but I cant tell you where the funds are. I would never have done business with them in the first place if I knew how terrible they are towards their customers. I should not have to be concerned for 8 full weeks wondering if they are going to try and steal my $7400 from me.

  Business Response

  Date: 03/28/2025

  Please reference the attached letter.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23084208
  
  I am rejecting this response because:

   

  SoFi did NOT apply the 0.25% discount that was advertised despite direct deposit from my job via ACH transfer during my first refinance because SoFi rejected the transfer due to a name mismatch. I even deposited money into the SoFi checking from my ***** checking in good faith. SoFI actively prevented me from getting this discount which is what prompted me to refinance a SECOND time. There was significant email communication with SoFI and they refused to apply this discount because they asserted I did not meet the terms and conditions despite the fact that SoFI rejected the *** transfer from my employer initially. I DEMAND the 0.25% discount be applied retroactively back to October during the initial finance. They have made my experience completely miserable, lack any iota of customer care and do not consider pleasing the customer as any priority. I will never use them again and will tell every physician colleague of my horrible experience with SoFi to ensure that this behavior hurts them. Them doing the bare minimum of applying my payment nearly 60 days after the fact is NOT sufficient. They are going to have to do much better than that. Shame on them! 

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

  Business Response

  Date: 04/04/2025

  Please reference the attached letter. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23084208
  
  I am rejecting this response because:

  Note that all SoFi does is respond with generic messages and rarely addresses the problem at hand. I was WRONGFULLY denied a 0.25% discount for months because SoFI rejected my direct deposit transfers from my employer initially. Then they had the audacity to say I didnt meet the terms and conditions and that I could not receive the discount unless I refinanced (again). I refinanced and now have the discount but went through so much trouble doing so! I am demanding that the 0.25% discount be retroactively applied to when I refinanced back in the fall. Otherwise I will always reject the business response. Failing to do so is FALSE ADVERTISEMENT considering they did not allow the discount despite the customer, in good faith, doing everything necessary to get the discount!

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

  Business Response

  Date: 04/09/2025

  Please reference the attached letter. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23084208
  
  I am rejecting this response because:

  Providing me $100 does NOT cover the cost of the interest that wrongfully accumulated. With student loans, I do NOT pay taxes on interest saved. With SoFI rewards, I DO pay taxes and in my bracket this would amount to 37% federal, 3.15% state and 1.5% county. Thus, in order to cover that interest, I would at least need another $60 for that to be fair and square. And that is not to mention the hours of agony I have gone through trying to get SoFI to honor their word. The $100 is a hallow gesture and it shows that SoFi again is not interested in making it actually right but is interested in doing the BARE MINIMUM for customers. I expect a little more than this for what I have gone through and for the reasons mentioned above.

   

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

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  October 2024 SOFI had a promotion offering $300 if you open a checking or saving account with direct deposit. I never received the $300, i called their customer service and i got a story saying i had to have a $5000 direct deposit to obtain the $300, which was not advertised. i explained that i did read the ad, and I closed an account to open and bank with SOFI for the promo, but would have not done that for $50.. The promo began on 12/7/23 to 1/31/26 No where in sight does it says anything about it having to be $5000 direct deposit to receive $300 the advertisement.I enclosed are the screen shots of the ad, and none of them show that " SCAMMER " language, because i know I'm not the only one that felt scammed.. How many accounts ********************** opened on that false advertisement, to **** in new customers for ****************** i can't upload all the photos, but all this info is public thanks to *******They false advertised and i feel scammed. I'm glad Sofi isn't my only bank account, and i will be closing my Sofi account on 3/19/25 after my direct deposit is withdrawn..

  Business Response

  Date: 03/27/2025

  Please reference the attached letter. 

  Customer Answer

  Date: 03/27/2025

  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,
  
  ******** *****

• Initial Complaint

  Date:03/17/2025

  Type:Order 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 became behind on my monthly mortgage due to some financial and health issues. I worked with SOFI to get on a repayment plan to get caught up. After getting on this plan, I continued to receive daily collection calls from SOFI. Just over a month (and two payments later) I asked SOFI why the continue to harass and call me when I'm on a repayment plan with them and keeping current. They said it's because I still have a past due balance and the repayment plan doesn't matter.I specifically asked the representative if they will continue to harass me by calling daily even though I made this agreement with them and I'm keeping up with it. They lady said "yes, it's in my contract." Why would a company continue to harass someone when they are in a documented repayment plan with them and it's current? I've never heard of anything like this with any other business. This is also wasteful for them as it wastes their own resources and money on customer's they've already worked with and are keeping current. Make this make sense. I might be involving my attorney as I see this as a form of harassment.

  Business Response

  Date: 03/27/2025

  Please reference the attached letter. 

• Initial Complaint

  Date:03/16/2025

  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.

  The personal loan process and experience with SoFi has been completely awful. Initially anytime I'd make an extra monthly payment, my loan would reamortize without my permission, so the monthly amount due each following month would decrease. This was not an agreed upon feature and is not outlined in my loan docs. I called and asked for this feature to be turned off. The individual over the phone stated they have no ability to shut it off due to the company's tooling limitations. A few months later their tooling was updated and my loan stopped reamortizing month. Several months later after making additional payments, I asked for a manual reamortization as I am looking to lower my expenses ahead of economic downturn. My payment was lowered from $1066 to $739 due to all of the extra payments I made throughout the life of the loan. It was verified over the phone and reflected as such in the mobile app. Two weeks later on the next due date, my payment amount changed to $1025 and the auto payment went through before I caught the change. After calling to inquire, the individual on the phone told me that the $739 I was previously quoted was wrong and that there wasn't anything they could do about this. I've have personal loans with other companies before and have never had so many issues with the monthly payment or calculating reamortizations. That misquote was a huge ding in my budget for the month and the company offered absolutely nothing in exchange for the large inconvenience. The individual on the phone completely lacked empathy and the prior individual miscalculated my payment by a couple hundred dollars which is huge. I would not recommend this company to anyone for any type of services at all and I ideally would like compensation for the number of inconveniences.

  Business Response

  Date: 03/26/2025

  Please See Attached Documents. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23074231
  
  I am rejecting this response because:
  

  The company has yet to reach to me after 5 days of receiving this letter.

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

  Business Response

  Date: 04/04/2025

  Please reference the attached letter. 

• Initial Complaint

  Date:03/14/2025

  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.

  According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7). According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.SOFI BANK Amount:$100000 Date:1/10/2025 Acct#*********

  Business Response

  Date: 03/20/2025

  Please reference the attached letter.

• Initial Complaint

  Date:03/14/2025

  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.

  On November 19th 2024 I wrote a check of $3000.00 to a friend named *** ******, although his name is ****** ****** Ive always called him ***. He had a account with ********************** bank. *** cashed the check and the $3000 was withdrawn from my Y-12 account in ************. I dont know what happened but SoFi bank claimed his account fraudulent and they closed his account. ********************** removed the $3000 from his account and ********************** still has the $3000 Now 4 months later Im still trying to recoup my $3000. Ive called them, emailed them and my Y12 bank has even called them. They keep saying they need a HHR letter. I did email them a letter yesterday but I have had no response. In this entire 4 months Ive never had a email from SoFi and *** only had one phone call. My friend *** ****** has also filed a BBB complaint. I dont know what came out of his complaint. It would appear that SoFi thinks it can just keep my money.Because I have no account with ********************** I cannot get any information from calling them.I have filed a complaint with the SoFi bank fraud **** by email several weeks ago and again Ive heard nothing, not even a email. *** ****** has a complained to SoFi and has a ticket number CMP ********* name is **** ********, ***********,com, ************. My address is ********************************* Apt 1 Knoxville Tn. *** lives in ******** Calif.Please contact Me for any additional information. Thank you

  Business Response

  Date: 03/21/2025

  Please reference the attached letter. 

• Initial Complaint

  Date:03/14/2025

  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 opened an invest account with **************************** months ago. I had invested and bought stocks and such on it. My phone was stolen and I ended up losing access to most of my emails and a lot of my accounts because I didn't remember the passwords and they were saved on my phone. After a few months I was finally able to get in touch with them verified my identity and changed the email and phone number they had on file to my current ones. I then accessed my account and it still shows my invest account and it's net worth. Which is almost $1,000 it's $998 I believe. But when I tried selling any of my stocks or withdrawing anything it wouldn't let me do any of it. So I contacted them and they told me that they had closed my invest account a couple months ago. I asked if that meant they sold my stocks and kept the money or what because that is stealing. I was told they couldn't see that information, that I would have to talk to someone from that department. I was told they would reach back out to me when I ended up getting a hold of them. Which they never did and it's been over 2 months now. Even after contacting them my account still shows my investments and how much there worth but I still can't do anything with it. I told them this was stealing and they told me they would be in touch. How is this possible isn't this a crime. I just want my access to my stock and invest accounts and or money. Which is mine how can they just up and decide to close my accounts.

  Business Response

  Date: 03/21/2025

  Please see the attached letter.

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23065260
  
  I am rejecting this response because: no matter what you say I had purchased stocks that did well my active invest account as you can see from the screen shot I sent was up to just under $1000. I account was making money for over a year before you decided for whatever reason to take it from me. I had lost access to my email and account so I never received this so called email. Even if I would have it doesn't matter the fact remains you closed one of my accounts stating that you sent deposits back to the bank. First of al I had closed that bank account so that makes no sense at all and quite frankly is not true, ITS IMPOSSIBLE. Second, I had made over two or three times what I had deposited with my invests account. So it wouldn't be fair, right or even legal to just send the original deposits back. At least I don't believe that would be legal. Third, my account still shows a positive balance of just under a thousand dollars. You might have the right to close an account any time but if you do so you can't just do what you please with your clients stocks, bonds and or funds. At the very least you'd have to give them there cash value. I don't think that's even legal. I'm almost positive you would have to give them the choice of cash value or moving there assets to another firm. Because them stocks were doing well and if I had to guess are going to continue to grow exponentially at a fast rate. How can you take something that don't belong to you I got tax forms from the *** about my assets meaning in there eyes they belonged to me because they did. What you did is nothing short of stealing plain and simple. so if I had to guess you realized my stocks were doing extremely well, some doubling or tripling in under a year and decided you wanted them for one of your personal portfolios. Whatever the case I never received the funds or stocks that were in my account and they definitely were not sent back to a bank account that I had already closed.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/28/2025

  Please see the attached letter.