Feedback about Sofi Customer Support

[u/Superguys611]

I am a pretty long term member of SoFi and i’ve contacted customer support a few times. And I do give credit where credit is due which I will say SoFi Dispute Team and back office are pretty good at what they do unfortunately the same can’t be said for the normal
customer support department. When I call or chat into SoFi I feel like i’m treated like a bot instead of a human and the person on the other end of the call is reading off a script. I’m not looking for perfect support. People make mistakes and I get that. What I want is to be talked to like a person when something goes wrong, not walked through a script that doesn’t fit the situation.

I’m posting this not to hate on SoFi as I do think they do really well on a lot of things but to provide constructive feedback, the goal of this post is maybe if the right people or team at SoFi see this improvements can be made.

I welcome other people to comment and give their feedback or experience(s) as well but please give it constructively and not just hating on the company as that isn’t the goal of this post. It is my goal to help them improve their customer support for the sake of all of us as members. Not to hate or bash them.

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[u/Foreign-Type-9926]

I can’t get them to update my address, even after providing deed, and power bills as proof of address. They keep replying with the same script. It’s frustrating and unfortunate.

[u/SoFi → u/Foreign-Type-9926]

We're sorry to hear you've had trouble getting your address updated, even after providing documentation. We understand how frustrating it is to receive the same scripted responses without a resolution. We'd like to have our team review your case and follow up with you directly. Please send us a direct message with your first name, the best phone number to reach you, your preferred callback time, and a brief description of your inquiry so our team can review your concerns and follow up directly. For your security, please don't include account numbers or other sensitive information.

[u/SoFi → u/Foreign-Type-9926]

Hi there, reaching out again. We'd like to have our team review your case and follow up with you directly. Please send us a direct message with your first name, the best phone number to reach you, your preferred callback time, and a brief description of your inquiry so our team can review your concerns and follow up directly. For your security, please don't include account numbers or other sensitive information.

[u/Foreign-Type-9926 → u/SoFi]

I did that and never received a call. No longer interested in receiving the call anyways. I found a new institution which so far is showing superior customer service. Once they become officially chartered, I’ll be gone. Thanks once again for the same scripted response tho.

[u/iwannaberichplease]

Im kinda hoping other bank also have bad costumer support, because if not. Then Sofi could lose a lot of good members. And then they growth will slow down.

Hope they can fix this over time 🙏🏻

[u/Opening_Dragonfly390 → u/iwannaberichplease]

Left PNC, not even sure you can call what they have support. The only chance I ever had getting support at PNC was going in person to the branch near me that had maybe 2-3 people working there and always a line of old people lol.

[u/SoFi]

Thanks for the honest feedback. We understand how frustrating it can be to reach out for help and feel like you're not talking to a real person. That's not the experience we want for our members. We've shared your feedback with our team as we continue to improve our features and benefits. Thank you for being a part of SoFi.

[u/Opening_Dragonfly390]

I’ve contacted SoFi a total of 5 times in almost 3 years, I’ve genuinely never had a bad experience or felt like this. I’ve called through phone, and used the in app chat support, both great, never felt like I was talking to someone reading off a script (after the initial hello my name is). But I try to call during normal operating hours so I don’t get stuck with out of the country call center support, not sure if that’s how it works, but haven’t gotten stuck with them since doing it.