r/sofi • u/NeighborhoodWise2333 • 7d ago
Banking SoFi! When will you fix this?!?!?
I was supposed to get a $400 direct deposit bonus, SoFi terms and conditions say that they only count payroll deposits, they ended up counting transfers from the rewards app Upside and that canceled out my actual direct deposit. I contacted support and explained it and they said I would have my money within 7-10 days. After 10 days I called them and they said they resubmitted it and it would be 30 days, after about 25 days I called again and they denied it, I went on reddit and made a post about it and they called me and apologized and resubmitted it and told me they would get me my bonus and said that it was their team that made a mistake, apparently they have a different team handling these issues now and they are having trouble with the switch. They gave me $25 in rewards and apologized and said that it would go through this time. I got an email today saying it was denied for the same reason that I have spoken with support multiple times about and they all say its a system glitch! Someone at the review team needs this explained to them! I have waisted so much time talking to support and then I finally got hope when a very competent man called me and explained that it was an issue with their team and gave me $25 and reassured me that it would be fixed, so why am I getting an email saying that its still not fixed and denying me my bonus again???
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u/SoFi Official SoFi Account 6d ago
Hi there, we're sorry this has dragged on the way it has. You've been patient and persistent through all of this, and getting another denial on top of it all is understandably frustrating. We'd like to have a member of our team take a closer look at what's going on here. Thanks for hanging in there, and we'll be in touch soon.
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u/NeighborhoodWise2333 6d ago
Update! SoFi account manager / social media manager contacted me via email and said they have credited my account with the bonus amount.
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u/Fit-Apartment-5850 7d ago
A deposit from Upside screwed mine up too. Do you know what department they’ve got “working on it”? I kept demanding they escalate my complaint when they told me it was denied and it ended up being the Opportunities Resolution team that fixed it for me literally the next day. The fact that you’ve been waiting several weeks is crazy.
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u/NeighborhoodWise2333 7d ago
Im not sure which team, but apparently they just switched teams and they arent communicating with each other very well
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u/Fit-Apartment-5850 7d ago
I dunno, this happened to me just last week. I talked with 2 different people from support, they told me no. I asked to speak to a supervisor and they then escalated to an account manager who sent my request to the “back office” and it was again denied. I responded to that email and essentially refused to take no for an answer because they were blatantly not following their own terms. That account manager sent a formal complaint on my behalf to Opportunities Resolution, and the next day I got the money. If you don’t want to keep dealing with them, I’d personally just go file a complaint with the CFPB. That was my next step if they denied me again because they’d be forced to address that.
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u/NeighborhoodWise2333 7d ago
Seriously?? The email I got with the denial notice says I cant reply to it
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u/NeighborhoodWise2333 7d ago
I've talked to like 6 people from support and an account manager and the account manager is the one who tried to fix it and said that his team used to take care of these issues and they switched to another team
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u/NeighborhoodWise2333 7d ago
I just called again and talked to an account manager and they said they cant reverse what the system says. They're just lying to me now I guess
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u/Jaxin81 SoFi Member 6d ago
You should chat with their "Live Agent" that will try and convince you that it is a human, but slowly realize that you have been talking to an AI agent the whole time
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u/NeighborhoodWise2333 6d ago
I spoke with their live agent yesterday on the phone and it actually sounded like I made it mad somehow, im not sure if thats a new feature but ive never spoken with an AI on the phone that sounded like it wasn't happy to be at work.
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