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SoFi Reviews (141)

Complaint: [redacted] I am rejecting this response because:The checks were clearly intercepted enroute to SoFi, and yet they are unwilling or unable to assist in researching Clearly, I have a great payment history with them, have been a tremendous customer and they still have done nothing to assist Very frustrating and poor customer experience!Sincerely, [redacted] ***

SoFi has received the complaint from [redacted] and appreciates the opportunity to respondSoFi regrets any customer service challenges as this is not indicative of how we do business On [redacted] applied for a student loan refinanceBased on his annual income being stated at, $0, SoFi requested that a cosigner be added [redacted] proceeded with adding his father as a cosigner to the applicationAfter review of both profiles it was determined that we would not be able to move forward with [redacted] ’s cosignerWhen reviewing all applications for both primary applicants or cosigners SoFi considers a variety of factors based on your personal circumstances at the time of applicationLoan eligibility depends on several factors, some of which are financial history, career experience, and monthly income vsexpensesAfter reviewing the complaint, we found that the agent [redacted] spoke with had a difficult time explaining the reason we were unable to move forwardSoFi apologizes for the challenges in customer service and has provided coaching to the parties involved to ensure these types of situations do not occur moving forward We respect [redacted] ’s request for the specific qualifications but are unable to provide specifics of our underwriting criteriaIf [redacted] would like, he may apply with a different cosignerWe are happy to assist in the process and can be reached at [redacted]

SoFi acknowledges receipt of [redacted] complaint and is willing to work towards a resolutionOn [redacted] created a profile at sofi.com and consented to a soft credit inquiry to receive a pre-approval for a loan [redacted] was subsequently declined due for excessive obligations relative to incomeSoFi did conduct a soft credit inquiry which will not affect [redacted] credit score but did not proceed with a hard credit pull We reached out to [redacted] by phone to discuss this further but we did not reach himWe look forward to being able to reach the consumer to come to a resolution and answer all of his questions and concerns

We appreciate the time provided by [redacted] to discuss his application and I extend my apologies for any inconvenience he has experiencedWe work to deliver an exceptional customer experience to each of our community members and are pleased to have worked with [redacted] to resolve the concerns raised

Complaint: [redacted] I am rejecting this response because:The account of the call is most incorrectI stated I DID wish a return call from a decision makerThe line was abruptly cut as likely my occupation had a loud noise that likely caused the agent to hang upUntil we have a conversation with a decision maker, we wholesale, categorically, and completely reject any simple explanation of policyWe continue to ask that a decision maker call us Sincerely, [redacted]

SoFi acknowledges the complaint and appreciates the opportunity to respondOn [redacted] , the Applicant initiated an application with SoFi for a loan productWithin the application process applicants are presented with a consent box for a soft credit pullIf consent is provided by an applicant SoFi will run the soft credit pullA soft credit pull will not impact the applicants credit score The application was declined as a result of the information SoFi received in the soft pullThe application did not progress to a hard credit pullSoFi received an email from the Applicant on [redacted] voicing the concerns about the soft pull of the credit, at which time SoFi responded requesting to speak in further detail about the situation to offer clarityThe applicant declined, requesting closure of the application and no further contact from SoFiSoFi can confirm that the application has been deactivated and is no longer activeSoFi regrets any confusion regarding the soft pull of the credit, and encourages the Applicant to reach out to SoFi directly with any additional concerns

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, provided they follow throughSincerely, [redacted] ***

SoFi has received the complaint filed by [redacted] SoFi has reached out to [redacted] since the date of complaint and feels we have come to an appropriate solution We regret any customer service challenges as this isn’t indicative of the way we typically do business On [redacted] *** [redacted] was approved for a SoFi Personal Loan and loan documents were generated for electronic signature [redacted] on was unable to sign the documents and it was determined that there may be a security freeze on his credit profile prohibiting him from completing the security verification prior to signingSoFi initiated a secondary final review to determine if we could move forward with [redacted] on signing the loan documents through a baprocessDuring the review, [redacted] on called SoFi to withdraw his application as he felt the process was taking too longOn [redacted] SoFi reached out to [redacted] on to express apologies for the frustration and impact caused to himThe review was complete and [redacted] on signed successfully for his Personal Loan During SoFi’s investigation of this complaint it was determined that there were gaps in SoFi’s communication with [redacted] on regarding the steps to complete the processWe appreciate [redacted] on bringing his experience with SoFi to our attention to provide appropriate coaching to the agents involvedAdditionally, SoFi has taken steps to improve the signing process for all applicants moving forwardWe appreciate the opportunity to do business with [redacted] on and encourage him to bring any other questions or concerns to SoFi’s attention

Final Consumer Response / [redacted] (2000, 15, 2015/10/27) */ After numerous inquiries and an email copied to addresses that might be connected with the CEO, I was able to come to a resolutionIt took way longer than it should have, but I believe at least some in the company's leadership understand that there was a serious issue with the way this was handled

Initial Business Response / [redacted] (1000, 8, 2015/12/23) */ We appreciate the feedback provided by Ms [redacted] and I extend my apologies for the inconvenience she may have experienced While I am unable to discuss the specifics of this application due to privacy concerns, SoFi is pleased to have continued to work with Ms [redacted] to bring the transaction to a successful conclusion Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/12/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response / [redacted] (2000, 6, 2016/02/12) */ After leaving a review about this matter on Yelp the company has resolved the matter

Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX Contact Email: [redacted] @sofi.org SoFi acknowledges receipt of the above referenced inquiryWhile I am unable to discuss the specifics of the application due to privacy concerns, SoFi is pleased to have continued to work with Mr [redacted] to bring his transaction to a successful conclusion Every application is highly individual, varies in complexity and SoFi works to deliver an exceptional customer experience to each of our community members We appreciates the feedback provided by Mr [redacted] and I extend my apologies for any inconvenience he may have experienced Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) They reconsidered their position and granted my loan request

Initial Business Response / [redacted] (1000, 5, 2016/01/13) */ SoFi acknowledges receipt of the above referenced inquiryWhile I am unable to discuss the specifics of the application due to privacy concerns, SoFi is pleased to have continued to work with Mr [redacted] to bring his transaction to a successful conclusion Every application is highly individual, varies in complexity and SoFi works to deliver an exceptional customer experience to each of our community members I extend my apologies for any inconvenience Mr [redacted] experienced

Initial Business Response / [redacted] (1000, 7, 2015/11/17) */ SoFi is pleased to continue to work with Mr [redacted] on his application Each application is highly individual, varies in complexity and SoFi works to deliver an exceptional customer experience to each of our community members We appreciate the feedback provided by Mr [redacted] and I extend my apologies for any inconvenience he has experienced

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] 4, and find that this resolution is satisfactory to meSincerely, CT***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: SoFi's reason for letting my loan application expire is due to them not being able to reach me via their process Their process is to contact the customer via the phone number in their profile In my case the phone number in my profile was a correct phone number and I DO receive voice mails on that number on a regular basis But in this case I never received a voicemail from SoFi so never knew that they were trying to reach me I contacted SoFi on three different occasions to check on this application I had originally applied for this loan at the end of November I checked back mid-December and was never told that SoFi was trying to contact me via phone at that time Then I contacted them again on Tuesday, December 26th and I talked to a customer service rep and she finally let me know that they were trying to contact me via phone I told her that I had not received any voice mails At that time, even if SoFi's records indicated that they had left voice mails, the customer (me) was calling saying I hadn't received any voice mails So there was a disconnect and something should have been done by SoFi The customer service rep should have notified the group reviewing the loan that I never knew that they were trying to reach me via an 800# (which if there is no voice mail I would never pick up) and they should have tried to reach out to me again SoFi did not try to reach out to me again after that date and they on Friday, December 29th the application had expiredAnd now they cannot get me the rate I had been previously offered SoFi's response to me was that they followed their 'normal' process and since it didn't work then my loan expired What I do not agree with is that this wasn't a 'normal' application because obviously there was a disconnect and I, the customer, attempted to reach out SEVERAL times and they still let it expire I do not believe it is my fault for them not being able to contact me and feel that I should be able to get the rate originally offered and that I was approve for It was a SoFi rate, and since it was SoFi's fault I believe they should still honor it Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/29) */ SoFi acknowledges receipt of the above referenced inquiry We work to deliver an exceptional customer experience to each of our community members and are pleased to have worked with Mr [redacted] to resolve the concerns raised We appreciate the feedback provided by Mr [redacted] and I extend my apologies for any inconvenience he experienced Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for any inconvenience [redacted] has experienced with regard to this matter, SoFi works closely in connection with the credit bureaus to obtain information in order to offer pre-screened mailers, not pre-approval mailersEach application is individual, varies in complexity and SoFi aims to deliver an exceptional customer experience to each of our community members

Please close my complaint as resolved

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Address: 6175 Main St STE 490, Frisco, Texas, United States, 75034-3441

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