SoFi: dispute with a merchant through the bank

Collect

• statement showing the charge
• receipt
• record of contact with the merchant

Steps

1. For goods or services problems, contact the merchant first and keep proof.

2. For a debit card charge, use Report an issue or chat.

   AppDispute a SoFi debit card charge online sofi.com or SoFi app > SoFi Checking and Savings > Transactions > select the transaction > Report an issue Sign-in required

3. For a SoFi Credit Card charge, call and speak with a representative.

   PhoneSoFi Credit Card - report the card lost or stolen, dispute or investigate a charge (844-945-SOFI) +1-844-945-7634 Account holder only

4. If SoFi does not resolve it, complain to the CFPB.

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

More contacts for this issue

Rules in force

• Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
  12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)

  For credit card and other open-end credit accounts, a written billing-error notice that the creditor receives within 60 days after it sent the first statement with the error starts a dispute process. The creditor must acknowledge it within 30 days and resolve it within 2 complete billing cycles (no later than 90 days). Until then, the consumer need not pay the disputed amount and the creditor may not collect it or report it as delinquent. A separate rule lets a cardholder assert claims and defenses about a card purchase against the card issuer.

  Source: consumerfinance.gov, verified 2026-10-12

  2 citable points

  • Policy

    Claims and defenses (12 CFR 1026.12(c)): when a merchant does not resolve a dispute about property or services bought with a credit card, the cardholder may assert against the card issuer all claims (other than tort claims) and defenses from the transaction, and may withhold payment up to the amount of credit outstanding for that purchase plus related charges. The issuer may not report that withheld amount as delinquent until the dispute is settled or judgment is rendered.

    Source: consumerfinance.gov, verified 2026-10-12

  • Limit

    Claims-and-defenses limits: the cardholder must first make a good faith attempt to resolve the dispute with the merchant, the purchase must exceed $50, and it must have occurred in the same state as the cardholder's current designated address or within 100 miles of it. The $50 and location limits do not apply when the merchant is the card issuer, is controlled by or controls the issuer, is a franchised dealer in the issuer's products, or got the order through a mail solicitation the issuer made or took part in.

    Source: consumerfinance.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   ChatChat with SoFi (virtual assistant 24/7, live team members during business hours) Sign-in required

2. Customer service

   PhoneSoFi customer support (855-456-SOFI), including SoFi Checking and Savings +1-855-456-7634 Account holder only

3. Written complaint

   EmailWritten customer complaints (SoFi forwards them to its complaints departments) legalnotices@sofi.org

4. Federal regulator

   RegulatorConsumer Financial Protection Bureau +1-855-411-2372

5. Federal regulator

   RegulatorOffice of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank) +1-800-613-6743

6. State agency

   Your state’s financial regulator. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

Watch out

Related

• Dispute with a merchant through the bank at other companies
• How SoFi complaints actually go (dossier, checked 2026-10-13)
• Banks and card issuers — how complaints work
• SoFi: unauthorized charge
• SoFi: fraud or scam