So this morning i reached out to SoFi support, chatted with an agent in the app about a pre-auth hold not falling off my credit card. They told me it would take 30 days, great, i ended the chat and moved on.
About 30 minutes later i get a voicemail from a “Delton with SoFi bank”. I ignore it, finally after the 3rd call i pickup, since i just spoke with them i figure it might be a survey or related. The phone number was 800-591-7463. Im very cautious; he starts by referencing the chat i opened and had with support, even referenced the exact amounts of the transactions. He tells me the chat agent flagged it as fraud, i tell him there was no fraud reported. He asks for my email, then my cc # to which i tell him no. He says okay you need to reset your password, and sends me a password reset link via email. Then tells me to use this temporary password and reads me a password.
This is where i immediately suspect fraud. Why would he give me a password to use? Something is off. I tell him no I’ll choose my own. I double check the password reset email headers, it came from noreply@sofi.com. He then tells me to read him my 2fa code. This is where i tell him to F off.
Now i know how to identify fraud, but what really concerns me is how this person knew i just opened a support chat, in the app, and how they knew the context of my conversation with the support agent, and also the exact amounts of the transactions. Again, his phone call wasn’t just out of the blue, it was almost immediately following my support chat.
It all feels like internal fraud; was the support person at SoFi that I chatted with committing fraud and leaking customer information to bad actors? Is there an internal security leak at SoFi where the chats are not encrypted and secure? He even referenced the actual support person i chatted with in the official apps name.
It all feels really off, and quite frankly i need some answers. If this is in fact some sort of internal fraud ring being ran, SoFi needs to be aware and shut it down.