{"id":"sofi","page":"https://escalate.alexgaoth.com/#/c/sofi","html":"https://escalate.alexgaoth.com/c/sofi/","generated":"2026-10-15","company":{"id":"sofi","name":"SoFi","aliases":["sofi bank","sofi bank na","social finance","sofi technologies","sofi checking and savings","sofi money","sofi credit card"],"sector":"bank","parent":"SoFi Technologies, Inc.","website":"https://www.sofi.com","official_domains":["sofi.com","sofi.org"],"security":{"never_asks":[{"kind":"policy","claim":"SoFi says it will never ask you for your password, one-time password (OTP) or Social Security number.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"SoFi says it will never reach out to you unless you reach out to it first, and that legitimate SoFi representatives use email addresses ending in @sofi.com or @sofi.org.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers pose as fake SoFi offices such as \"SoFi India\" or \"SoFi China\", run fake social media accounts with extra numbers or words like bonus, giveaway, sweepstakes or agent, and use fake websites or apps priced in rupees or yuan.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Messages impersonate SoFi CEO Anthony Noto; SoFi says he never texts or privately messages people on social media.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"customer-support-phone","type":"phone","label":"Report impersonation to SoFi Customer Support (do not give personal information to the impersonator)","value":"+1-855-456-7634","purposes":["fraud"],"access":"human_only","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}]},"regulators":["cfpb","occ"],"notes":"SoFi Bank, National Association is a national bank supervised by the OCC (FDIC BankFind cert 26881). SoFi's contact and fraud pages render with JavaScript and show no phone numbers to automated fetches; numbers below come from SoFi help-center articles and its scam-warning page.","channels":[{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"SoFi Credit Card - report the card lost or stolen, dispute or investigate a charge (844-945-SOFI)","value":"+1-844-945-7634","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card","last_verified":"2026-10-13"},{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"},{"id":"online-debit-dispute","type":"app","label":"Dispute a SoFi debit card charge online","value":"sofi.com or SoFi app > SoFi Checking and Savings > Transactions > select the transaction > Report an issue","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Online disputes cover up to five posted transactions you did not make, from the last 92 calendar days. Otherwise use chat.","source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"},{"id":"complaints-email","type":"email","label":"Written customer complaints (SoFi forwards them to its complaints departments)","value":"legalnotices@sofi.org","purposes":["poor_service","frozen_funds","transaction_dispute"],"notes":"SoFi's legal-requests page says customer complaints sent to this address are forwarded to the appropriate complaints department(s). The address is shown in protected form on the page and was decoded from it.","source":"https://www.sofi.com/subpoena-legal-requests/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"chat"},{"rung":"frontline","channel":"customer-support-phone"},{"rung":"written_complaint","channel":"complaints-email"},{"rung":"regulator","regulator":"cfpb"},{"rung":"regulator","regulator":"occ"},{"rung":"state_agency","agency_kind":"financial_regulator"}],"playbooks":[{"issue":"unauthorized_charge","summary":"Report the debit card charge online with Report an issue (posted, up to 5 transactions, last 92 days) or by chat; SoFi deactivates the card and sends a new one.","evidence":["transaction date and amount","whether you still have the card","who has access to the card or PIN"],"steps":[{"do":"File the dispute online under Report an issue.","channel":"online-debit-dispute"},{"do":"If the option does not appear, or the charge is older or pending, chat with SoFi.","channel":"chat"},{"do":"For a SoFi Credit Card, call the credit card line.","channel":"credit-card-phone"},{"do":"If SoFi does not resolve it, complain to the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"limit","claim":"The online debit card dispute form covers transactions you did not make that have posted, five or fewer at a time, from within the last 92 calendar days.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"},{"kind":"process","claim":"If you report a debit card transaction as fraudulent, SoFi deactivates the Checking and Savings debit card and number and orders a new card.","issues":["unauthorized_charge","fraud"],"source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"}]},{"issue":"transaction_dispute","summary":"Debit card disputes go online or through chat; SoFi Credit Card disputes go by phone to 844-945-7634.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"For goods or services problems, contact the merchant first and keep proof."},{"do":"For a debit card charge, use Report an issue or chat.","channel":"online-debit-dispute"},{"do":"For a SoFi Credit Card charge, call and speak with a representative.","channel":"credit-card-phone"},{"do":"If SoFi does not resolve it, complain to the CFPB.","regulator":"cfpb"}]},{"issue":"fraud","summary":"Contact SoFi through chat or 855-456-7634 only after you start the contact; SoFi says it never reaches out first.","evidence":["transaction details","messages from the scammer","FTC report number"],"steps":[{"do":"Do not give personal information to anyone who contacts you claiming to be SoFi."},{"do":"Call SoFi customer support or use chat.","channel":"customer-support-phone"},{"do":"For a SoFi Credit Card, call the credit card line to report it lost or stolen.","channel":"credit-card-phone"},{"do":"Report to the FTC, then complain to the CFPB if SoFi does not act.","regulator":"cfpb"}]}],"known_blockers":["SoFi chat and online disputes need the member's sign-in.","SoFi's website pages render with JavaScript; agents may not see contact details without a browser."]},"playbooks":{"unauthorized_charge":{"company":{"id":"sofi","name":"SoFi","sector":"bank","website":"https://www.sofi.com","account_url":null},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"Report the debit card charge online with Report an issue (posted, up to 5 transactions, last 92 days) or by chat; SoFi deactivates the card and sends a new one.","evidence":["transaction date and amount","whether you still have the card","who has access to the card or PIN"],"steps":[{"do":"File the dispute online under Report an issue.","channel":{"id":"online-debit-dispute","type":"app","label":"Dispute a SoFi debit card charge online","value":"sofi.com or SoFi app > SoFi Checking and Savings > Transactions > select the transaction > Report an issue","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Online disputes cover up to five posted transactions you did not make, from the last 92 calendar days. Otherwise use chat.","source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"}},{"do":"If the option does not appear, or the charge is older or pending, chat with SoFi.","channel":{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"}},{"do":"For a SoFi Credit Card, call the credit card line.","channel":{"id":"credit-card-phone","type":"phone","label":"SoFi Credit Card - report the card lost or stolen, dispute or investigate a charge (844-945-SOFI)","value":"+1-844-945-7634","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card","last_verified":"2026-10-13"}},{"do":"If SoFi does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"SoFi Credit Card - report the card lost or stolen, dispute or investigate a charge (844-945-SOFI)","value":"+1-844-945-7634","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card","last_verified":"2026-10-13"},{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"},{"id":"online-debit-dispute","type":"app","label":"Dispute a SoFi debit card charge online","value":"sofi.com or SoFi app > SoFi Checking and Savings > Transactions > select the transaction > Report an issue","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Online disputes cover up to five posted transactions you did not make, from the last 92 calendar days. Otherwise use chat.","source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"}],"facts":[{"kind":"limit","claim":"The online debit card dispute form covers transactions you did not make that have posted, five or fewer at a time, from within the last 92 calendar days.","issues":["unauthorized_charge","transaction_dispute"],"source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"},{"kind":"process","claim":"If you report a debit card transaction as fraudulent, SoFi deactivates the Checking and Savings debit card and number and orders a new card.","issues":["unauthorized_charge","fraud"],"source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":9,"points":[{"kind":"policy","claim":"A billing error includes a charge for credit not made to the consumer or an authorized user; a charge for property or services not accepted by the consumer or not delivered as agreed; a failure to credit a payment or other credit properly; a computational error by the creditor; a charge for which the consumer asks for clarification, including documentary evidence; and failure to send a statement to the last address the creditor received in writing at least 20 days before the end of the billing cycle.","issues":["billing_error","unauthorized_charge","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"The issuer can hold the cardholder liable only if the card is an accepted card, the issuer gave adequate notice of the maximum potential liability and of how to report loss or theft, and the issuer provided a means to identify the cardholder or authorized user.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If state law or the cardholder agreement sets lower liability, \"the lesser liability shall govern\". When an issuer gives 10 or more cards to employees of one organization, the issuer and the organization may agree to different liability terms, but an employee can still be held liable only as this section permits.","issues":["unauthorized_charge"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"complaints-email","type":"email","label":"Written customer complaints (SoFi forwards them to its complaints departments)","value":"legalnotices@sofi.org","purposes":["poor_service","frozen_funds","transaction_dispute"],"notes":"SoFi's legal-requests page says customer complaints sent to this address are forwarded to the appropriate complaints department(s). The address is shown in protected form on the page and was decoded from it.","source":"https://www.sofi.com/subpoena-legal-requests/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["SoFi chat and online disputes need the member's sign-in.","SoFi's website pages render with JavaScript; agents may not see contact details without a browser."],"security":{"official_domains":["sofi.com","sofi.org"],"never_asks":[{"kind":"policy","claim":"SoFi says it will never ask you for your password, one-time password (OTP) or Social Security number.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"SoFi says it will never reach out to you unless you reach out to it first, and that legitimate SoFi representatives use email addresses ending in @sofi.com or @sofi.org.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers pose as fake SoFi offices such as \"SoFi India\" or \"SoFi China\", run fake social media accounts with extra numbers or words like bonus, giveaway, sweepstakes or agent, and use fake websites or apps priced in rupees or yuan.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Messages impersonate SoFi CEO Anthony Noto; SoFi says he never texts or privately messages people on social media.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"customer-support-phone","type":"phone","label":"Report impersonation to SoFi Customer Support (do not give personal information to the impersonator)","value":"+1-855-456-7634","purposes":["fraud"],"access":"human_only","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":12},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"SoFi Bank, National Association is a national bank supervised by the OCC (FDIC BankFind cert 26881). SoFi's contact and fraud pages render with JavaScript and show no phone numbers to automated fetches; numbers below come from SoFi help-center articles and its scam-warning page.","warnings":[]},"transaction_dispute":{"company":{"id":"sofi","name":"SoFi","sector":"bank","website":"https://www.sofi.com","account_url":null},"issue":{"id":"transaction_dispute","name":"Dispute with a merchant through the bank"},"playbook_source":"company","summary":"Debit card disputes go online or through chat; SoFi Credit Card disputes go by phone to 844-945-7634.","evidence":["statement showing the charge","receipt","record of contact with the merchant"],"steps":[{"do":"For goods or services problems, contact the merchant first and keep proof."},{"do":"For a debit card charge, use Report an issue or chat.","channel":{"id":"online-debit-dispute","type":"app","label":"Dispute a SoFi debit card charge online","value":"sofi.com or SoFi app > SoFi Checking and Savings > Transactions > select the transaction > Report an issue","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Online disputes cover up to five posted transactions you did not make, from the last 92 calendar days. Otherwise use chat.","source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"}},{"do":"For a SoFi Credit Card charge, call and speak with a representative.","channel":{"id":"credit-card-phone","type":"phone","label":"SoFi Credit Card - report the card lost or stolen, dispute or investigate a charge (844-945-SOFI)","value":"+1-844-945-7634","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card","last_verified":"2026-10-13"}},{"do":"If SoFi does not resolve it, complain to the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"SoFi Credit Card - report the card lost or stolen, dispute or investigate a charge (844-945-SOFI)","value":"+1-844-945-7634","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card","last_verified":"2026-10-13"},{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"},{"id":"online-debit-dispute","type":"app","label":"Dispute a SoFi debit card charge online","value":"sofi.com or SoFi app > SoFi Checking and Savings > Transactions > select the transaction > Report an issue","purposes":["unauthorized_charge","transaction_dispute"],"access":"login","notes":"Online disputes cover up to five posted transactions you did not make, from the last 92 calendar days. Otherwise use chat.","source":"https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online","last_verified":"2026-10-13"},{"id":"complaints-email","type":"email","label":"Written customer complaints (SoFi forwards them to its complaints departments)","value":"legalnotices@sofi.org","purposes":["poor_service","frozen_funds","transaction_dispute"],"notes":"SoFi's legal-requests page says customer complaints sent to this address are forwarded to the appropriate complaints department(s). The address is shown in protected form on the page and was decoded from it.","source":"https://www.sofi.com/subpoena-legal-requests/","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[{"id":"fcba-billing-error","title":"Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)","citation":"12 CFR 1026.13; 12 CFR 1026.12(c) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.consumerfinance.gov/rules-policy/regulations/1026/13/","last_verified":"2026-10-12","points_omitted":8,"points":[{"kind":"policy","claim":"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.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"limit","claim":"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.","issues":["transaction_dispute","refund_request"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"complaints-email","type":"email","label":"Written customer complaints (SoFi forwards them to its complaints departments)","value":"legalnotices@sofi.org","purposes":["poor_service","frozen_funds","transaction_dispute"],"notes":"SoFi's legal-requests page says customer complaints sent to this address are forwarded to the appropriate complaints department(s). The address is shown in protected form on the page and was decoded from it.","source":"https://www.sofi.com/subpoena-legal-requests/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["SoFi chat and online disputes need the member's sign-in.","SoFi's website pages render with JavaScript; agents may not see contact details without a browser."],"security":{"official_domains":["sofi.com","sofi.org"],"never_asks":[{"kind":"policy","claim":"SoFi says it will never ask you for your password, one-time password (OTP) or Social Security number.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"SoFi says it will never reach out to you unless you reach out to it first, and that legitimate SoFi representatives use email addresses ending in @sofi.com or @sofi.org.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers pose as fake SoFi offices such as \"SoFi India\" or \"SoFi China\", run fake social media accounts with extra numbers or words like bonus, giveaway, sweepstakes or agent, and use fake websites or apps priced in rupees or yuan.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Messages impersonate SoFi CEO Anthony Noto; SoFi says he never texts or privately messages people on social media.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"customer-support-phone","type":"phone","label":"Report impersonation to SoFi Customer Support (do not give personal information to the impersonator)","value":"+1-855-456-7634","purposes":["fraud"],"access":"human_only","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":12},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"SoFi Bank, National Association is a national bank supervised by the OCC (FDIC BankFind cert 26881). SoFi's contact and fraud pages render with JavaScript and show no phone numbers to automated fetches; numbers below come from SoFi help-center articles and its scam-warning page.","warnings":[]},"fraud":{"company":{"id":"sofi","name":"SoFi","sector":"bank","website":"https://www.sofi.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Contact SoFi through chat or 855-456-7634 only after you start the contact; SoFi says it never reaches out first.","evidence":["transaction details","messages from the scammer","FTC report number"],"steps":[{"do":"Do not give personal information to anyone who contacts you claiming to be SoFi."},{"do":"Call SoFi customer support or use chat.","channel":{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"}},{"do":"For a SoFi Credit Card, call the credit card line to report it lost or stolen.","channel":{"id":"credit-card-phone","type":"phone","label":"SoFi Credit Card - report the card lost or stolen, dispute or investigate a charge (844-945-SOFI)","value":"+1-844-945-7634","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card","last_verified":"2026-10-13"}},{"do":"Report to the FTC, then complain to the CFPB if SoFi does not act.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"},{"id":"credit-card-phone","type":"phone","label":"SoFi Credit Card - report the card lost or stolen, dispute or investigate a charge (844-945-SOFI)","value":"+1-844-945-7634","purposes":["unauthorized_charge","transaction_dispute","fraud","billing_error"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card","last_verified":"2026-10-13"},{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"}],"facts":[],"rules":{"in_force":[{"id":"efta-reg-e","title":"Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)","citation":"12 CFR 1005.6; 12 CFR 1005.11; 12 CFR 1005.2(m) (Regulation E)","jurisdiction":"us-federal","status":"in_effect","summary":"For debit cards, ATM transfers, ACH and other electronic fund transfers from a consumer account (including P2P payments that meet the EFT definition), the consumer has 60 days after the statement is sent to report an error. The institution must investigate within 10 business days, or within 45 days if it provisionally credits the account within 10 business days. Liability for unauthorized transfers is capped at $50, $500 or more depending on how fast the consumer reports.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12","points":[{"kind":"limit","claim":"If the consumer reports a lost or stolen access device within two business days after learning of the loss or theft, liability is limited to \"the lesser of $50 or the amount of unauthorized transfers that occur before notice\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"limit","claim":"If the consumer does not report within two business days after learning of the loss or theft, liability is \"the lesser of $500 or the sum of\" up to $50 of transfers in the first two business days and later transfers the institution shows would have been prevented by timely notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"An unauthorized transfer that appears on a periodic statement must be reported \"within 60 days of the financial institution's transmittal of the statement\" to avoid liability for later transfers that timely notice would have prevented. The institution must extend these time limits to a reasonable period when extenuating circumstances (for example extended travel or hospitalization) delayed notice.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice of an unauthorized transfer may be given in person, by phone or in writing. Written notice is considered given at the time the consumer mails it. Lower liability under state law or the account agreement controls.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/6/","last_verified":"2026-10-12"},{"kind":"policy","claim":"An unauthorized EFT is a transfer from the consumer's account initiated by someone other than the consumer without actual authority and from which the consumer receives no benefit. It does not include a transfer by a person to whom the consumer gave the access device (until the consumer tells the institution that person is no longer authorized), a transfer made with fraudulent intent by the consumer or someone acting with the consumer, or a transfer by the institution or its employee.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/2/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Errors covered by the error-resolution procedure include an unauthorized EFT, an incorrect EFT to or from the account, an omitted transfer on a statement, a computational or bookkeeping error, receiving the wrong amount of cash from an ATM, and a request for documentation or clarification about a transfer.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The consumer must give notice of an error no later than 60 days after the institution sent the periodic statement on which the error first appears. The notice must let the institution identify the consumer's name and account and say why the consumer believes there is an error. If notice is oral, the institution may require written confirmation within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The institution must investigate and decide within 10 business days, report results within 3 business days after it completes the investigation, and correct an error within 1 business day after it finds one. It may take up to 45 days only if it provisionally credits the disputed amount within 10 business days. It need not provisionally credit if it asked for written confirmation of an oral notice and did not receive it within 10 business days.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Longer periods apply in some cases: 20 business days instead of 10 for transfers within 30 days after the first deposit to a new account, and 90 days instead of 45 for point-of-sale debit card transactions, transfers not initiated within a state, and new-account transfers.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"process","claim":"If the institution finds no error, it must give a written explanation and tell the consumer of the right to request the documents it relied on. If it debits a provisional credit, it must notify the consumer of the date and amount and honor checks and preauthorized transfers for five business days after the notice.","issues":["unauthorized_charge","fraud","billing_error"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1005/11/","last_verified":"2026-10-12"},{"kind":"policy","claim":"P2P (CFPB guidance, not rule text): the CFPB's Electronic Fund Transfers FAQs state that any P2P payment that meets the definition of an EFT is covered by EFTA and Regulation E, and that when a consumer is fraudulently induced into sharing account access information with a third party, the resulting transfer by that third party is an unauthorized EFT.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"},{"kind":"process","claim":"CFPB guidance (Electronic Fund Transfers FAQs): an institution must begin its investigation promptly on an oral or written notice of error and may not require a police report or require the consumer to contact the merchant first. Consumer negligence, such as writing a PIN on the card, cannot be used to impose greater liability.","issues":["fraud","unauthorized_charge"],"source":"https://www.consumerfinance.gov/compliance/compliance-resources/deposit-accounts-resources/electronic-fund-transfers/electronic-fund-transfers-faqs/","last_verified":"2026-10-12"}]},{"id":"tila-unauthorized-card-liability","title":"Credit card unauthorized-use liability limit (Regulation Z)","citation":"12 CFR 1026.12(b) (Regulation Z)","jurisdiction":"us-federal","status":"in_effect","summary":"A cardholder's liability for unauthorized use of a credit card cannot exceed the lesser of $50 or the amount obtained before the cardholder notifies the card issuer. Notice can be in person, by phone or in writing. A state law or the card agreement that sets lower liability controls.","source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"limit","claim":"Liability for unauthorized use \"shall not exceed the lesser of $50 or the amount of money, property, labor, or services obtained by the unauthorized use before notification to the card issuer\".","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"policy","claim":"Unauthorized use means use by a person other than the cardholder who does not have actual, implied or apparent authority for the use, and from which the cardholder receives no benefit.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"},{"kind":"process","claim":"Notice to the issuer may be given in person, by telephone or in writing, at the cardholder's option. Written notice counts as given when received or when the time ordinarily required for transmission has passed, whichever is earlier.","issues":["unauthorized_charge","fraud"],"source":"https://www.consumerfinance.gov/rules-policy/regulations/1026/12/","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"complaints-email","type":"email","label":"Written customer complaints (SoFi forwards them to its complaints departments)","value":"legalnotices@sofi.org","purposes":["poor_service","frozen_funds","transaction_dispute"],"notes":"SoFi's legal-requests page says customer complaints sent to this address are forwarded to the appropriate complaints department(s). The address is shown in protected form on the page and was decoded from it.","source":"https://www.sofi.com/subpoena-legal-requests/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["SoFi chat and online disputes need the member's sign-in.","SoFi's website pages render with JavaScript; agents may not see contact details without a browser."],"security":{"official_domains":["sofi.com","sofi.org"],"never_asks":[{"kind":"policy","claim":"SoFi says it will never ask you for your password, one-time password (OTP) or Social Security number.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"SoFi says it will never reach out to you unless you reach out to it first, and that legitimate SoFi representatives use email addresses ending in @sofi.com or @sofi.org.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers pose as fake SoFi offices such as \"SoFi India\" or \"SoFi China\", run fake social media accounts with extra numbers or words like bonus, giveaway, sweepstakes or agent, and use fake websites or apps priced in rupees or yuan.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Messages impersonate SoFi CEO Anthony Noto; SoFi says he never texts or privately messages people on social media.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"customer-support-phone","type":"phone","label":"Report impersonation to SoFi Customer Support (do not give personal information to the impersonator)","value":"+1-855-456-7634","purposes":["fraud"],"access":"human_only","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":12},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"SoFi Bank, National Association is a national bank supervised by the OCC (FDIC BankFind cert 26881). SoFi's contact and fraud pages render with JavaScript and show no phone numbers to automated fetches; numbers below come from SoFi help-center articles and its scam-warning page.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"chat","type":"chat","label":"Chat with SoFi (virtual assistant 24/7, live team members during business hours)","value":"https://www.sofi.com/chat/v3/view/web/?product=ALL","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"login","notes":"The chat link is on the SoFi contact page; the hours come from the SoFi Complaints & Feedback help article.","source":"https://www.sofi.com/contact-us/","last_verified":"2026-10-13"}},{"index":1,"rung":"frontline","channel":{"id":"customer-support-phone","type":"phone","label":"SoFi customer support (855-456-SOFI), including SoFi Checking and Savings","value":"+1-855-456-7634","hours":"Mon-Thu 8 AM-10 PM ET, Fri-Sun 8 AM-8 PM ET","purposes":["unauthorized_charge","transaction_dispute","fraud","frozen_funds","account_access","poor_service"],"access":"human_only","source":"https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"complaints-email","type":"email","label":"Written customer complaints (SoFi forwards them to its complaints departments)","value":"legalnotices@sofi.org","purposes":["poor_service","frozen_funds","transaction_dispute"],"notes":"SoFi's legal-requests page says customer complaints sent to this address are forwarded to the appropriate complaints department(s). The address is shown in protected form on the page and was decoded from it.","source":"https://www.sofi.com/subpoena-legal-requests/","last_verified":"2026-10-13"}},{"index":3,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":4,"rung":"regulator","regulator":{"id":"occ","name":"Office of the Comptroller of the Currency, Customer Assistance Group (HelpWithMyBank)","level":"federal","when_to_use":"Use for a complaint about a national bank or federal savings association after the bank did not fix it. Try the bank first, and check that the OCC regulates the bank before you file.","channels":[{"id":"complaint-form","type":"web_form","label":"OCC online complaint form","value":"https://occservices.occ.gov/csp?id=camp_complaint_submission","purposes":["fee_reversal","transaction_dispute","frozen_funds","billing_error"],"notes":"The form times out after 30 minutes of inactivity. Explanation up to 4,000 characters; up to six attachments of 5 MB or less. Do not include a Social Security number.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"id":"phone","type":"phone","label":"Customer Assistance Group","value":"+1-800-613-6743","hours":"Monday to Friday, 7:00 a.m. to 7:00 p.m. CT","notes":"English or Spanish. For relay services, dial 7-1-1.","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"email","type":"email","label":"Customer Assistance Group email","value":"Consumercomplaints@occ.treas.gov","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"mail","type":"mail","label":"Customer Assistance Group mailing address","value":"Comptroller of the Currency, Customer Assistance Group, P.O. Box 53570, Houston, TX 77052","notes":"Fax (713) 336-4301 is also listed. A printable complaint form is at https://helpwithmybank.gov/file-a-complaint/customer-complaint-form.pdf","source":"https://helpwithmybank.gov/contact/index-contact-us.html","last_verified":"2026-10-12"},{"id":"case-status","type":"web_form","label":"Check case status","value":"https://occservices.occ.gov/csp?id=camp_check_case_status","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The OCC handles complaints about national banks and federal savings associations. For other banks, use the \"Who regulates my bank\" page to find the CFPB, FDIC, Federal Reserve, NCUA or state regulator.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Include your full name and mailing address as they appear on the bank's records, phone and email, the bank's name and address, the account type, the person you contacted, and whether the bank has responded.","source":"https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"For a mailed or faxed complaint, the OCC sends a letter with a case number within five business days of receipt. Online filers get an email confirmation.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"deadline","claim":"The OCC sends a results letter within 60 days after it has a complete file.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"},{"kind":"process","claim":"The OCC contacts the bank only when it is a national bank, federal savings association or an operating subsidiary of one, and the issue is within OCC jurisdiction. If you disagree with the result, you can file an appeal.","source":"https://helpwithmybank.gov/file-a-complaint/after-you-file-a-complaint/index-after-you-file-a-complaint.html","last_verified":"2026-10-12"}],"notes":"Check the regulator first at https://helpwithmybank.gov/who-regulates-my-bank/index-who-regulates-bank.html. On 2026-10-12 the complaint page also invited complaints about unfair debanking under Executive Order 14331 (August 2025)."}},{"index":5,"rung":"state_agency","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["sofi.com","sofi.org"],"never_asks":[{"kind":"policy","claim":"SoFi says it will never ask you for your password, one-time password (OTP) or Social Security number.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"SoFi says it will never reach out to you unless you reach out to it first, and that legitimate SoFi representatives use email addresses ending in @sofi.com or @sofi.org.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"Scammers pose as fake SoFi offices such as \"SoFi India\" or \"SoFi China\", run fake social media accounts with extra numbers or words like bonus, giveaway, sweepstakes or agent, and use fake websites or apps priced in rupees or yuan.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Messages impersonate SoFi CEO Anthony Noto; SoFi says he never texts or privately messages people on social media.","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}],"report_phishing":[{"id":"customer-support-phone","type":"phone","label":"Report impersonation to SoFi Customer Support (do not give personal information to the impersonator)","value":"+1-855-456-7634","purposes":["fraud"],"access":"human_only","source":"https://www.sofi.com/blog/beware-of-scammers/","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":28},"verified_from":{"page":12},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 28 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"SoFi — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/sofi.md","markdown":"## In short\n\nUse SoFi chat or call (855) 456-7634. Dispute a debit card charge you did not make online with Report an issue (posted, up to five transactions, last 92 days); SoFi Credit Card disputes go by phone to 844-945-7634. SoFi publishes no complaint escalation path, so a CFPB complaint is the main next step; in the 12 months to June 2026, 9.3% of CFPB complaints about SoFi closed with relief and all were answered on time. SoFi Bank is a national bank, so the OCC is the bank regulator. SoFi says it never contacts you first, so treat any unexpected \"SoFi\" message as suspect.\n\n## How complaints actually go\n\n- SoFi takes complaints and feedback by chat (virtual assistant 24/7, live team members during business hours) and by phone at (855) 456-SOFI (7634), Monday to Thursday 8 AM to 10 PM ET and Friday to Sunday 8 AM to 8 PM ET. The page gives no response time or escalation steps. [SoFi: complaints and feedback](https://support.sofi.com/hc/en-us/articles/37103586752781-Complaints-Feedback)\n- In writing, SoFi's legal page says customer complaints sent to its legal notices address (legalnotices@sofi.org) are forwarded to the appropriate complaints departments. [SoFi: subpoena and legal requests](https://www.sofi.com/subpoena-legal-requests/)\n- A CFPB complaint goes to SoFi for a response, generally within 15 days, or a final response within 60 days in some cases; you then have 60 days to give feedback. [CFPB: what happens after you submit a complaint](https://www.consumerfinance.gov/complaint/process/)\n- The OCC takes complaints about national banks such as SoFi Bank, N.A. It asks you to try the bank first and cannot act as your attorney, get involved in litigated matters or seek monetary compensation. [OCC HelpWithMyBank: file a complaint](https://www.helpwithmybank.gov/file-a-complaint/index-file-a-complaint.html)\n\n## What tends to work\n\n- For a debit card charge you did not make, file online: select the transaction and choose Report an issue. The form covers posted transactions, five or fewer, from the last 92 calendar days; if the option is missing, chat with an agent. [SoFi: dispute a debit card charge](https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online)\n- For a SoFi Credit Card charge, call 844-945-7634 and speak with a representative to start an investigation. [SoFi: dispute a credit card charge](https://support.sofi.com/hc/en-us/articles/360051711331-How-do-I-dispute-a-charge-on-my-SoFi-Credit-Card)\n- A CFPB complaint after SoFi's channels fail: in the 12 months to June 2026, 279 of 3,426 complaints (8.1%) closed with monetary relief and 40 (1.2%) with non-monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SOFI%20TECHNOLOGIES%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n\n## Traps and fine print\n\n- Reporting a debit card transaction as fraudulent deactivates the SoFi debit card and its number, and SoFi orders a new card. [SoFi: dispute a debit card charge](https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online)\n- The online dispute form is only for charges you did not make. For a problem with goods or services, contact the merchant first, then chat with SoFi. [SoFi: dispute a debit card charge](https://support.sofi.com/hc/en-us/articles/33260234436237-How-do-I-dispute-a-charge-for-my-SoFi-Debit-Card-Can-I-submit-a-dispute-online)\n- Provisional credit is not final. If no error is found, the bank can take the credit back after it tells you the date and amount, and must honor checks and preauthorized transfers for five business days after that notice. [CFPB: Regulation E 1005.11](https://www.consumerfinance.gov/rules-policy/regulations/1005/11/)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"SOFI TECHNOLOGIES, INC.\" (all SoFi products): 3,426. Top products: checking or savings 2,207, money transfer or money service 266, personal loan 254, credit reporting 214, credit card 207, student loan 131. Top issues: managing an account 1,314, a company charging your account 372, closing an account 370, incorrect information on a report 122, fraud or scam 104, opening an account 104. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SOFI%20TECHNOLOGIES%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those 3,426 complaints, 3,107 (90.7%) closed with explanation, 279 (8.1%) with monetary relief and 40 (1.2%) with non-monetary relief. All 3,426 were marked timely. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=SOFI%20TECHNOLOGIES%2C%20INC.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- The CFPB says its complaint database is not a statistical sample of consumers' experiences, and that complaint volume should be read against company size. [CFPB consumer complaint database](https://www.consumerfinance.gov/data-research/consumer-complaints/)\n\n## Scams that target customers\n\n- SoFi says it will never ask for your password, one-time password or Social Security number, and will never reach out to you unless you reach out first. [SoFi: beware of scammers](https://www.sofi.com/blog/beware-of-scammers/)\n- Impersonators run fake \"SoFi India\" or \"SoFi China\" offices, fake social media accounts with words like bonus, giveaway or agent, fake apps priced in rupees or yuan, and messages posing as CEO Anthony Noto. Real SoFi staff use @sofi.com or @sofi.org email addresses. [SoFi: beware of scammers](https://www.sofi.com/blog/beware-of-scammers/)\n- Report impersonation to SoFi customer support at 855-456-7634 or by direct message to SoFi's official social media accounts, and give the impersonator no personal information. [SoFi: beware of scammers](https://www.sofi.com/blog/beware-of-scammers/)\n"},"guide":{"key":"bank","title":"Banks and card issuers — how complaints work","last_verified":"2026-10-12","file":"guides/bank.md","page":"https://escalate.alexgaoth.com/#/guides/bank"}}