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 Finance Inc.

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

• 

  SoFi

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

• 

  Sofi Lending Corp

  PO Box 981075 Boston, MA 02298-1075

• 

  SOFI

  6175 Main St STE 490 Frisco, TX 75034-3441

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:04/10/2023

  Type:Product 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.

  On March 24th I got a call with the caller ID of my bank at 4:23pm. I pick up the call and a man begins to run through the exact prompts and voice structure that my bank has telling me my credit card has been compromised and begins to run me through some transactions that I didn't recognize. He then runs me through the process to order another credit card. The whole time we are speaking, the emails, and confirmation texts all come through my banks threads/accounts. He then says my account has been compromised and we need to change my password, prompting me to use a password and to change it again once I got my credit card.This call was 12 minutes long. Before I could realize what had happened and that it didn't feel right not long at 4:40pm I receive an email that $5,000 has been sent to a ***********************. I have no idea who this person is nor would I have authorized this transaction. They pulled this money from my debit checking/savings account as I had more money in my savings and the Sofi naturally moved money to pay for this transaction. I immediately call my bank and noticed that the numbers of the regular bank support is close but not the same number as the one that called me. I immediately filed a report of this transaction and they told me they had it filed as urgent and someone will be reaching out soon. I also immediately changed my password again. It was radio silence from my bank and I had to make calls the following week every other day to see the status of this issue. No one was helpful and there were loads of conflicting information when I spoke to several different individuals. I am mostly told they can't connect me directly with the investigation team and I have to wait to be reached out to. It has since been two weeks now and I have not been contacted or received any updates.

  Business Response

  Date: 04/20/2023

  Please see the attached document. Thank you.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19920796
  
  I am rejecting this response because the business has now closed my account without providing specific detail on why and hasn't been communicating or looking out for my better interest as their customer. No physical mailed letter has been received either with further information.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/05/2023

  Please see the attached document.

  Customer Answer

  Date: 05/10/2023

  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:04/10/2023

  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.

  There was an account takeover where someone gained access to my account and made transactions to themselves I assume to the amount of $5000 and sofi contacted me before and after the incident on 3/27 it is now 4/10 and multiple calls later but no update are change with the funds being sent back or my account being unfrozen

  Business Response

  Date: 04/13/2023

  Please see the attached document

• Initial Complaint

  Date:04/10/2023

  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.

  I want them to either unfreeze my account or return the **** dollar check that caused them to freeze my account. I have tried talking to them through email and have been told I have to call. When I call nobody answers and then they call back within a 3 hour period and usually when I am home and lack good cellphone service. They refuse to tell me what part of the user agreement that I violated and are holding my money hostage when I really am in need of it and it seems they really don't care and in no way putting in any effort to clear this up. I've never had any check issues in my past and I'm starting to feel like I'm being judged like I'm some kind of criminal because I'm not wealthy.

  Business Response

  Date: 04/12/2023

  Please see attached. 

• Initial Complaint

  Date:04/10/2023

  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.

  SoFI denied my personal loan application based on not being able to verify identity. They never asked for more information on my identity or that of my wife. When I called for further explanation, the extremely rude customer service lady on the phone just kept reading that line in the letter over and over again. I didnt ask to review again, just for further explanation. She said if I didnt agree with their decision then I could reapply. Why would I reapply with an organization that says they dont believe I exist and have my credit hit twice? I asked if they needed a copy of birth certificate or social security card or FaceTime call to show all documents and she said they had everything they needed and couldnt verify identity.

  Business Response

  Date: 04/12/2023

  Please see attached. 

• Initial Complaint

  Date:04/10/2023

  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.

  At the end of February as well as the beginning of March, I noticed multiple transactions from ****** Play games that I had not initiated. I reached out to SoFi and they filed disputes on my behalf. After a few days I received credits for multiple charges that they found fraudulent. I ended up having to get three different debit cards at the time because every time I filed a dispute they would give me a new card. They have a feature that allows you to put your card on ****** Pay so you can use it while you wait on your card. I needed to be able to have access to my money so I put it in there. Bad mistake. Every time I did, I would have issues. On Wednesday, I got a notification that my debit card was being closed due to violating some terms of their agreement. I could not figure out why. I called and they refused to give me specifically what I had violated and would not give me access to a new debit card. Shortly afterwards they sent me an email stating that two of my other disputes were denied. They are using information about previous charges that I did not make, that they approved was fraudulent to make their current decision.I am appalled at the way I have been treated. I never made any transactions to the companies in question. I have been dealing with severe medical issues that have caused me to sleep a majority of the time when I am not at work. I want the denied disputes reversed and a debit card to be reissued to my account.

  Business Response

  Date: 04/17/2023

  Please reference the attached document.

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19915889
  
  I am rejecting this response because the bank approved all but 4 of the transactions stating they were fraudulent even though the dates coincide with dates they did approve. At this point, the only recourse I want is for the negative balance to be erased and not be held responsible for it due to their insolence and inconsistencies in their investigations. At this time, I want my account closed. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/27/2023

  Please see the attached document. Thank you.

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19915889
  
  I am rejecting this response because it is a generic response from them. I am again requesting my balance be zeroed out and account closed. This is the only outcome I will accept 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/08/2023

  Type:Service or Repair 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.

  This bank approved a chargeback made against our company when the customer was blatantly lying about receiving a device. The customer signed for a package after showing ID (we required direct signature confirmation) and then claims they did not receive it. We provided proof of ****************** to the bank but they still gave the person their money back. This was clearly a case of someone just trying to get a product from a company for free and SoFi let that happen.

  Business Response

  Date: 04/12/2023

  Please see the attached document. 

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19912698
  
  I am rejecting this response because: it is not an actual response, just a notification of receipt. Since we have made the initial complaint we received confirmation from the customer that they did in fact receive the device. We have proof of this now.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 04/25/2023

  Please reference the attached document.

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This complaint is no longer necessary as we were able to get the customer to return the item to us. Please be aware that our mutual customer was indeed attempting to scam both of our companies.
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/07/2023

  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.

  Sofi loan officer requested multiple items of information for proof of income including 2021 ****, 2021 and 2022 W2, employer contract and paystubs. After searching and submitting all. the loan officer then wanted a verification letter from a rep of the company despite already having the contract. The contract was through Dec 2023 and they wanted confirmation now of expectation of extension of contract. When I called, customer service reps kept me on the line while reaching out and simply repeated that the items were under review. They knew nothing and seemed to have a stock line of "I apologize...but". After I asked to be contacted directly by the loan officer to confirm that, once I had my employer provide the letter requested, this would be the final request since it was a lot of trouble communicating with the ***************** who seemed to have little training and knowledge. Shortly after this, I received a decline of loan because I did not provide the requested information. It appeared to be a ***** vengeful response to my complaint. This all happened within a several hours period. I called back and asked why the loan was declined and told that I did not provide the requested information! Whoever is managing the personal loan department should be aware of this issue with their loan officer and correct the decline of the loan and allow the employer to send the letter

  Business Response

  Date: 04/12/2023

  Please see the attached document. 

  Business Response

  Date: 04/12/2023

  Please see the attached document. 

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair 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.

  I have a checking account with SoFi. On march 31st, I got a call saying that there was a flagged purchase at a Target store in another stste. So, I talked to the fraud team and they said that my account is frozen and being reviewed, However when the conversation was done, I immediately checked my account and $2257 was missing from my account through 2 pay a friend transactions of $1260 and $997. To this date April 7th, my account is still frozen, Ive called SoFi multiple times and havent even been able to receive an explanation or update or timeline or anything. SoFi has also told me on numerous occasions that lll be getting a call back soon, yet I NEVER have. I just want my money returned so I can transfer my money to another bank and close this account

  Business Response

  Date: 04/13/2023

  Please see the attached document. 

  Customer Answer

  Date: 04/14/2023

  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:04/07/2023

  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 obtained a personal loan from SoFi in 2021 with an ****% APR and a maturity date of 8/12/2025. Due to my credit score and repayment history, SoFi sent me unsolicited marketing materials informing me I could apply for an additional loan. I commenced an application process for a second personal loan to pay off credit card debt in December 2022, but did not pursue it and the application expired. I submitted a new application for the same express purpose of paying off credit cards. That application was approved in March 2023. My understanding was that the application was for a new personal loan. However, the loan agreement I received showed the loan amount, but did not show an option to disperse funds to me or to pay the credit cards directly. I wanted to verify the terms of the loan agreement before signing, so I used the SoFi *********** ******* option. I posed the question to an agent, "********" whether or not the funds would be dispersed to my bank account. He confirmed in writing that funds would be dispersed to my bank account. He did that twice in the message because he gave me the wrong last 4 numbers on the banking account, which I corrected for him in writing and he agreed that he had the right bank account. I then signed the loan document based on the erroneous information provided to me that I detrimentally relied upon.I have incurred damages because I now have to pay the same principal amount at a 2% higher interest rate for an additional 2 years. I asked SoFi to please either refinance the 2nd loan and issue me a 3rd loan to restore the lending to the original terms; or issue me a new loan to pay off the refinanced loan and that 3rd loan could have the prior borrowing terms. Three agents confirmed my file shows the incorrect information given to me, but they refused to refinance again because they said they only refinance a loan once and they refused to write me a new loan unless I make payments for 90 days. The denials ar.e due only to policy

  Business Response

  Date: 04/13/2023

  Please see the attached document. 

• Initial Complaint

  Date:04/07/2023

  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.

  ***************************, case number 1201235000072.My Sofi credit card was stolen and there were unauthorized charges made in another state for a total of $1214.67. Om December 14, 2022. I contacted Sofi customer service the next day when I became aware my wallet was missing. **** from customer service assured me the card would be stopped and I would not be responsible for the transactions. 2 months later in February I received notice the charges were back on the card plus late fees, also it had been reported to the credit bureau. I have been calling since then daily to get it resolved. I was given a number to contact the supervisor on the case. From calling and leaving over 20 voice-mail, I have not received a phone call back. My credit score has been affected by this and I still have the pending charges. I don't not know what else I can do. I feel I am being deceived as a consumer. Please help.

  Business Response

  Date: 04/14/2023

  Please see attached.