Checking or savings account -- Managing an account -- Complaint #15077132
Complaint Overview
Complaint ID: 15077132
Company: Sofi Technologies, INC.
Product: Checking or savings account
Sub-Product: Savings account
Issue: Managing an account
Sub-Issue: Problem accessing account
State: Utah
ZIP Code: 841XX
Date Received: 2025-08-04T12:00:00-05:00
Date Sent to Company: 2025-08-04T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
A fraudulent individual managed to gain access to my account on XX/XX/year> and change the contact information. I immediately contacted SoFi to ask that they put a freeze on the account initially they refused to freeze the account while the individual had access the automated ID check system they use ( Persona ) continues to say that I do not match my ID. The humans in the fraud department acknowledge that I look like the picture on the ID but the system disagrees when I ask for any alternatives. I am stonewalled with the same one line propped whenever I ask for any solutions or any help with this fraud issue they continue with the same prompt, I am to pay my bills and they offer absolutely no solutions. They refuse to Provide any alternative method of verification and are unable to help access my funds at one point one of the several customer service reps mentioned that somebody else managed to use their ID and the automated verification system to gain access to my Account. Yet I ( The rightful owner of the account ) Have no Avenue of accessing my funds. I understand that SoFi is just following fraud procedure, but it seems unlawful that they are willing to hold onto my funds indefinitely and make no effort to Address identity fraud.
Frequently Asked Questions
What is Complaint #15077132 about?
Complaint #15077132 was filed against Sofi Technologies, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2025-08-04T12:00:00-05:00.
How did Sofi Technologies, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Sofi Technologies, INC.?
Yes, visit the Sofi Technologies, INC. company profile at readthecomplaint.com/company/sofi-technologies-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.