SoFi

SoFi acknowledges the complaint and appreciates the opportunity to respond. Upon researching the complainant’s information, it was found that the complainant is not attached to the loan that was taken by his wife. As only the complainant’s wife’s information was used to decision the loan, any...

changes to the complainant’s information would not constitute the approval of a forbearance due to economic hardship. SoFi reached out to the complainant on [redacted] to further clarify this policy. The complainant is not interested in clarification of our policies, but is seeking an exception to the policy. SoFi will not be making an exception to our policies regarding forbearance eligibility criteria.

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. Sincerely, [redacted]

We appreciate the time provided by [redacted] to discuss his application and I extend my apologies for any inconvenience he has experienced. Each application is highly individual, varies in complexity and SoFi works to deliver an exceptional customer experience to each of our community...

members. SoFi is pleased to have continued to work with [redacted] to bring the transaction to a successful conclusion.

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

SoFi has received the complaint from [redacted] and appreciates the opportunity to respond. SoFi regrets any customer service challenges as this is not indicative of how we do business.
On [redacted] applied for a student loan refinance. Based 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 application. After review of both profiles it was determined that we would not be able to move forward with [redacted]’s cosigner. When reviewing all applications for both primary applicants or cosigners SoFi considers a variety of factors based on your personal circumstances at the time of application. Loan eligibility depends on several factors, some of which are financial history, career experience, and monthly income vs. expenses. After reviewing the complaint, we found that the agent [redacted] spoke with had a difficult time explaining the reason we were unable to move forward. SoFi 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 criteria. If [redacted] would like, he may apply with a different cosigner. We 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 resolution. On [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 income. SoFi 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 him. We look forward to being able to reach the consumer to come to a resolution and answer all of his questions and concerns.

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...

mailers. Each application is individual, varies in complexity and SoFi aims to deliver an exceptional customer experience to each of our community members.

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 acknowledges receipt of the above referenced inquiry. Each application is highly individual, varies in complexity and while I am unable to discuss the specifics of the application due to privacy concerns we appreciate the time [redacted] provided in further discussing this inquiry. I...

extend my apologies for any inconvenience she may have experienced.

SoFi acknowledges receipt of the above referenced inquiry. While I am unable to discuss the specifics of the application due to privacy concerns we appreciate the time [redacted] provided in further discussing this inquiry. 
Every application is individual, varies in complexity and...

SoFi aims to deliver an exceptional customer experience to each of our community members.

Social Finance, Inc. (“SoFi”) thanks the consumer for letting us know about their recent experience and providing us with an opportunity to respond. We understand that a lack of communication can be frustrating, and regret that this has happened with [redacted]. We appreciate her bringing this to...

our attention and hope to improve her experience moving forward. We have reached out to [redacted] and informed her of the current status of the application as well as what is needed to move forward. We will continue working with [redacted] to ensure there is proper communication throughout the process, and until the application is completed.

Initial Business Response /* (1000, 5, 2015/11/18) */
SoFi acknowledges receipt of the above referenced inquiry.
While 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 appreciate the feedback provided by Mr. [redacted] and I extend my apologies for the inconvenience he may have experienced.

Final Consumer Response /* (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 resolution. It 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.

SoFi acknowledges the complaint filed by [redacted] and has attempted to reach her multiple times by phone to resolve and discuss her concerns. SoFi has been unsuccessful in reaching [redacted].
 [redacted]’s inability to access our online servicing portal is not the...

norm, and we are very interested in speaking to her regarding her experience. No recent technical issues have been reported on the use of our personal loan serving page. We are sorry that [redacted]’s experience with our customer service agents did not meet her expectations. We can verify a supervisor attempted to reach out on [redacted], and [redacted] to address [redacted]’s inquiry.  
We welcome the opportunity to speak with [redacted] to provide clarity on her payment schedule. As of [redacted] she is current on all payments, and we have not reported a late payment to the credit bureau. [redacted] has not incurred any late fees or penalties on her account. Her payment is due on the 1st of each month, and this is clearly outlined in the loan agreement documents she has signed. If a payment is not made after 15 days of the due date, it is considered delinquent. After reviewing each date [redacted] has made a payment, it is clear there may be some confusion on the payment due date. All billing statements are available in our online servicing portal on the 15th of each month. [redacted] received her first statement [redacted]
Our records show SoFi funded a personal loan to [redacted] on [redacted] and payments were due starting [redacted]. These details were outlined in the loan agreement that [redacted] signed on[redacted]. Payments for the months of [redacted] through [redacted] were made early or on time, but [redacted] fell behind in the month of [redacted]. SoFi left a voice mail on[redacted] requesting the payment due on [redacted] 1st to avoid the account going into a delinquent status. After we had called, [redacted] made the payment by method of the SoFi online servicing portal the same day, [redacted] 11th.
After failing to make the [redacted] 1st payment, SoFi again called [redacted] on [redacted] to inform and inquire on the missed payment. [redacted] returned the call on [redacted] to request our mailing address stating she is unable to access the online servicing portal. She then called back later that day, [redacted] to schedule a payment over the phone. SoFi has investigated the issue and have found no webpage technical issues, and has found our staff to be responsive.

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 time provided by [redacted] to discuss her application and I extend my apologies for any inconvenience she has...

experienced.
SoFi is pleased to have worked with [redacted] to resolve the concerns raised and we remain available to her for any future questions that may arise.

Initial Business Response /* (1000, 5, 2015/11/06) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@sofi.org
SoFi acknowledges receipt of the above referenced inquiry. While we are unable to discuss the specifics of the application due to privacy...

concerns, SoFi is pleased to have continued to work with Mr. [redacted].
Every 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]. I extend my apologies for any inconvenience he may have experienced.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
SOFI responded the day after I filed this complain (likely before it was brought to their attention). We are now in the final steps of completing the loan and SOFI has been prompt and helpful.
I believe what happened was a surge in business since SOFI is a disruptive company. The local market has been especially hot, and this contributed to a steep bump in traffic and inquiries. Anyways, I am happy to be moving forward with SOFI.

Initial Business Response /* (1000, 6, 2016/02/29) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sofi.org
SoFi acknowledges receipt of the above referenced inquiry.
Although we cannot discuss specifics of the application due to privacy...

concerns, we have researched the application submitted by Ms. [redacted] and communicated with her the results of this research.
I extend my apologies for any inconvenience Ms. [redacted] may have experienced.
Initial Consumer Rebuttal /* (3000, 8, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was mislead by this company and it caused internal damage in many ways possible. I missed a very important procedure due to this company that has to be prolonged to another scheduled date. Not one person called from management to talk with me one on one to get some clarity on this situation. I don't feel a email response is acceptable.
Final Business Response /* (4000, 10, 2016/03/09) */
While we are sympathetic with regard to the purpose of Ms. [redacted]'s loan we are unable to meet her request.
We've further communicated with Ms. [redacted] discussing the concerns raised and communication we had previously sent directly to Ms. [redacted].
Final Consumer Response /* (3000, 14, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sofi caused me damage in words I can not express. I met there guidelines that's why I was approved now that I have been denied and had my credit ran this dropped my score and I am uneligible for a loan right now which means no surgery. I will be pursuing this company because what they did was unethical and bad business practice. There a several complaints similiar to mines thru Revdex.com.org. I am not satisfied at all with how they handled the loan, the complaint and no sympathy at all. They should be able to make good on their bad decisions. I want to continue to fight this. The are just plain wrong for what they did.

Initial Business Response /* (1000, 5, 2015/11/18) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@sofi.org
SoFi acknowledges receipt of the above referenced inquiry.
While 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 the 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 appreciate the feedback provided by Mr. [redacted] and I extend my apologies for the inconvenience he
may have experienced.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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. SoFi went above and beyond to quickly rectify the situation, and I couldn't be more pleased with how they handled it.Sincerely, [redacted]

SoFi has received [redacted] response and regrets any misinformation in the initial reply. [redacted] was not declined for a student loan refinance as he had not completed an application. [redacted] started an online application for a student loan refinance on [redacted], but was never completed. Deciding not to move forward [redacted] contacted SoFi and requested the account be deleted. Upon receiving the written request, SoFi withdrew the application that he had started. Our Senior Operations Manager contacted [redacted] on [redacted] to clarify the process for withdrawing and deactivating the account, and apologized for the service he had received. We can confirm that [redacted] account has been withdrawn and deactivated, and this information is accurate as of [redacted]. SoFi regrets any frustration caused by the misinformation in our initial reply but thanks [redacted] for the opportunity to clarify our initial response.