In late October I was robbed at gunpoint and had my wallet taken. Before I was able to cancel my debit cards, the thieves were able to ring up $3,554 online on my SoFi debit card. I was baffled that SoFi didn’t even flag the transactions as fraud. I contacted SoFi and shut down my account and filed disputes regarding the charges. Within 24 hours I was credited back one of the charges in the amount of $299. This credit was deemed final by SoFi which left $3,255 worth of fraud on my account. I obtained a copy of the police report along with a signed affidavit from one of the officers on scene. Furthermore we were able to contact FedEx and have the package returned back to sender. I provided SoFi with all three pieces of evidence. Despite this, they’ve denied my claim twice saying “no error occurred.” The way I sent the documents it will send me a notification when the receiving party opens them and they’ve never been opened by SoFi. Yesterday I received a notification that my SoFi bank account had been closed for “violation of the SoFi Bank Deposit Account Agreement.” So I was robbed and it’s my fault I didn’t immediately call SoFi and close my cards? This has been the worst experience I’ve ever had dealing with banks in my life. I’m in the process of filing a dispute with the CFPB and if that doesn’t work, I’ll be seeking legal action as well. I should also note that the seller in this matter has been unwilling to help as well for whatever reason. All they told me was that I needed to file a dispute with my bank.

Update: Submitted complaint to CFPB on 11/15/23. The moment I submitted my complaint they sent me an email saying “After reviewing your complaint, we have referred it to the Office of the Comptroller of the Currency (OCC).“ They literally didn‘t have time to “review” anything before referring the complaint. Is that normal?

SoFi keeps sending me the same bs copy and paste email refusing to help. They‘ve yet to open any attachments I’ve sent them.

Update 1/6/24: I am still waiting to hear back from the OCC but received a letter in the mail today from SoFi Escalations. The police were able to trace the IP address to Kenya and I provided this information to SoFi. The letter stated ”you did not provide any new evidence and our decision remains final.” Except I LITERALLY provided proof that the transaction came from Kenya. It’s clear they‘re not reviewing the evidence.

Update: 5/1/24: The OCC finally replied last week and said it was a CFPB issue and I need to file with them. As noted above, I originally filed with the CFPB and they told me it was a OCC issue. I’m going to re-file with the CFPB and include the note from the OCC. Furthermore the company sent me an email saying the bank needed to issue the refund because they didn’t have the ability to do that. I sent the email to SoFi and they still wont issue the refund. I reached out to the CEO and COO of SoFi as well and they sent me some generic email saying “I see that the bank has already replied to your concern so therefore I am unable to help.” I doubt they even bothered to look at the evidence I’ve sent them. It’s a complete disaster.

I’ll be filing in small claims court fairly soon.