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

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

• 

  SOFI

  6175 Main St STE 490 Frisco, TX 75034-3441

• 

  SoFi Finance Inc.

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

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:02/08/2023

  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.

  When I noticed my SOFI account was being hacked I immediately contacted the company to prevent the hacker from taking any money. SOFI gave me the option to restrict the account and verbally told me it would take a few days for the investigation team to review the concern and they would reach out to me directly to reopen it. It has been over a week and I have contacted SOFI on multiple occasions, I have been refused to the right to speak to a supervisor, I have been refused the right to speak with the investigation team. They will not put me in contact with anyone that will provide me with any information and will not reach out to the team for an update. My savings is frozen and the company has done nothing to assist me. They will not provide me with a timeline of when the situation will be fixed. I would have thought since I saved us both the hassle of the hacker being successful this would have been a quick fix. But they are completely unresponsive.

  Business Response

  Date: 02/15/2023

  Please see the attached document.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19366080
  
  I am rejecting this response because the account was opened and resolved 2/15/23. After moving funds in an attempt to close the account, the next day I found my account was restricted by SOFI without cause. I did not exceed the daily transfer limit. Very poor experience, it continues to be a frustrating battle to have access to my funds. I'm surprised by the lack of customer service and effort by this bank. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/28/2023

  Please see the attached document. Thank you.

• Initial Complaint

  Date:02/07/2023

  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 February 7, 2023, I spoke to **************** via customer support chat to stop payment on Check 103 for $1,200.00. He confirmed in writing that payment was stopped on the check. Later that day, the check was cashed by the payee and funds were withdrawn from my account. I called customer service and they admitted that ****** "filled out the form incorrectly." They refused to remit the funds to my account immediately. The **** which is the regulator of this bank, clearly states that banks it regulates are liable for failing to stop payment on a check when instructed. SoFi's actions are illegal. Refund me $1,200.00 immediately for your error.

  Business Response

  Date: 02/15/2023

  Please see attached. 

• Initial Complaint

  Date:02/07/2023

  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.

  On 26th January, Sofi locked my joint bank account without explanation. My wife and I recently moved to the **, and opened this account a couple of weeks before this. It was the only account we had, and it had all of our joing money in, around $4,800, at the time of locking. We have phoned many times, they insist the only way to unlock is a photo of my state issued ID or driving license. As a recent arrival from ******, and a ******* citizen with a 10 year green card, I don't yet have these. My wife is ********, and does, but they won't accept her ID. Nor will the accept my passport, ** driving license, or any other ID I have. These sufficed to open the account in the first place.Customer support insists they have no manager, no point of escalation, no complaints department, no-one who can look at this intelligently and apply some logic. I have phoned around 10 times with the same result. I have applied for State ID now, but this can take some weeks, and Sofi don't accept the temporary ID issued.It is incredibly frustrating, customer service has no-one who is able to think about this, and no-one we can speak to with any authority to do anything other than read off a script. I need access to this money, I need to rent an apartment and pay for day care. They have denied us access to it.

  Business Response

  Date: 02/17/2023

  Please see the attached document. Thank you.

• Initial Complaint

  Date:02/06/2023

  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.

  I have excellent credit and made over $135,000 last year and they denied me a $45,000 loan for no legitimate reason and wasted 2 consecutive weeks of my time approximately 3 hours every day Mon.-Fri. They advertise "GET APPROVED IN JUST 2 DAYS" I am seeking $2,850 for lost wages due to their misinformation designed to trick people into applying for a loan that they never intend approve just so they can collect personal information.

  Business Response

  Date: 02/14/2023

  Please see attached.

  Customer Answer

  Date: 02/16/2023

   
  Complaint: 19345077
  
  I am rejecting this response because:

  
  

  SoFi is trying to claim my annual gross income is only $18,123.66 when I'm literally sitting here with my **** showing $135,839.76 for 2022 from **************** LLC. They damaged my (excellent) Credit scores by performing a hard credit check without my knowledge or consent. My personal information has been shared with third parties (ever since I communicated with SoFi, I've been receiving an abnormal amount of emails and phone calls from marketers). They never intended to give me a loan for any sum whatsoever, they just kept collecting my personal information to take advantage of me. The agents who called me for more information kept leading me on by saying "don't worry, you're definitely going to get the loan" and "we do soft credit checks." It was all for nothing.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/25/2023

  Please see the attached document. Thank you.

• Initial Complaint

  Date:02/06/2023

  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.

  Sofi Money Locked - No support assistance AT ALL My Sofi Money (Checking account) was blocked over a month ago with a balance of almost $10,000, without any explanation.The Live Chat support becomes unavailable while the account is locked, NO email support nor ticket support is available AT ALL, and they will ONLY get a phone call, but SURPRISE, the matter cannot be handled by their support, but by a so called Security Team that doesn't want to talk to the customers in any way. NO live chat, NO email, NO ticketing and NO phone support for their Ghostly security team. The Security team ONLY accepts voicemail. That's what I've been told. Sure, I called several times and left voicemails, but nothing happened.

  Business Response

  Date: 02/14/2023

  Please see the attached document.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 19343684
  
  I am rejecting this response because: Wow! This is truly a Generic answer. They are talking about a document that does not exist. I got NO document. Their answer is just an Insult (mockery) of customers. It's been almost two months since they closed the account with a balance of almost $10,000 and that's all they could say???? How come they wait for me to sign a document I didn't get???????? They are talking about a document that didn't exist.
  
  Sincerely,
  
  *****************************************

  Business Response

  Date: 02/22/2023

  Please reference the attached document.

  Customer Answer

  Date: 02/27/2023

  Hello,

  
  

  This is just a lie and their way to make things harder and longer.

  No form, of any kind, arrived.

  They can easily send the form via E-mail.

  But no, they do not want to make things easier, of course.

  
  

  Complaint: 19343684
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************************

  Business Response

  Date: 03/06/2023

  Please see the attached document 

  Customer Answer

  Date: 03/06/2023

  Sofi keep saying (for 3 months now), they will send me some kind of disclosure consent form, but they never did.
  

  I'm eager to receive their E-mail with the form if that's the way I can get my money back, but it seems like an endless wait.

  But, surprise, it looks like I just got an email from them.

  They said an envelope was shipped to me via mail being delivered on 02/16/2023 but in fact after checking the tracking number, I see this: Delivered, To Original Sender: **************, ** 84121  February 21, 2023.
  

  Which means it was not delivered to me, but returned to the sender in **************.

  They also mention about a decision of their Ghostly ... Security Team being mailed on 02/21/2023 and delivered on 03/03/2023, but in fact the status is the same: Delivered, To Original Sender: **************, ** 84121  March 4, 2023.

  I don't understand why this waste of time and testing our patience.  Why not let me know by email or phone about a decision?

  In the message received today it is also specified that fact, a decision has been made, namely to permanently close my account and send the money from the balance to the original account.

  And I see that half of the balance disappeared but I never received back and the other half is still there.

  I kindly ask someone from Sofi to contact me by e-mail so that we can quickly talk the details so that finally, I can get my money back.

  Thank you
  

  
  

  Complaint: 19343684
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:02/06/2023

  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.

  On 2/05/2023 SoFi Bank locked out my account # **** last 4 digits for a Phone Number/Email Change which triggered their fraud alert system. Upon contacting them by phone at ************** and them sending me a Glitchy Software Txt mail software app to get an ID verification with my ********** Drivers License I was continued Locked Out and cannot access my money. I am 62 Disabled in need of Medication and Food and cannot purchase any of these medically urgent needs with my account locked out.

  Business Response

  Date: 02/14/2023

  Please see attached. 

• Initial Complaint

  Date:02/06/2023

  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 have a credit card and personal loan. I cannot access the credit card online anymore. Recently, SOFI required that I update my credit card profile, if I did not do it w/ in a certain time period my account would be restricted. Since I cannot access my credit card account I am unable to update my profile. Calling is a waste of time I spent 2 hrs being transfered multi times, and still nothing. I will have to use a different credit card now, I can only pay my bill by phone. No human in this company has a solution. Poor customer service is an understatement. All these folks do is read a script.

  Business Response

  Date: 02/14/2023

  Please see the attached document. 

• Initial Complaint

  Date:02/05/2023

  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.

  Despite the fact I have done business with SoFi for many years, I was denied for a SoFi credit card because SoFi was "unable to verify [my] identity" based on my experian credit report. I have never received such an error for any other credit application. My credit score is in the 800s. I obtained my Experian credit report following the adverse action notice, and could not determine what about my credit report made SoFi unable to verify my identity. When I called SoFi to inquire further, SoFi was unable to explain why this error message was generated or elaborate on the reasons that my credit card application was declined. When I asked whether the matter could be escalated or whether my application could be manually processed by underwriting, or whether my "identity" could be manually authenticated, I was told this was not possible. This is extremely unprofessional and SoFi obviously lacks the systems to properly process credit card applications.

  Business Response

  Date: 02/13/2023

  Please reference the attached document.

• Initial Complaint

  Date:02/04/2023

  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.

  SoFi is continuously reporting on two individual's credit, ******************* and *************** that they are part of my account. I have called no less than 15 times about this issue, it has been through your fraud department, investigation concluded, they are supposed to be removed. Every single time they dispute it with the credit bureaus you guys conclude that the report is accurate. The report is not accurate. It is continuously hurting their credit scores. I would also like you to respond to this and confirm that there are absolutely NO authorized users on my SoFi credit account. I would like you to immediately fix the reporting to ***********.

  Business Response

  Date: 02/10/2023

  Please reference the attached document.

• Initial Complaint

  Date:02/04/2023

  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 went to the *** on01/20/2023 and try to make a withdrawal of $343.50 unexpectedly, no money was dispensed from the machine I received an error receipt stating that my withdrawal could not be completed . I complained multiple times that my debit card has had issues and so far I denied my provisional credit.

  Business Response

  Date: 02/13/2023

  Please reference the attached document.