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SoFi Card/support Rant (and Citizens love)

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longtimelurker
Epic Contributor

SoFi Card/support Rant (and Citizens love)

I used (or rather attempted to use) my new Sofi card for a transaction.  It declined and sent me an SMS asking if it was me.   When I replied yes, it said I could do the transaction again.  I did, and this time got asked for verification, either by a) an SMS number I no longer have, or b) email (which is right.   The old number came about because I apparently joined SoFI in 2017)  I chose b), got a code.   The transaction was declined, repeated the process, got a new code, declined again.   At that point I used my Citizens card, immediate success.

 

I had made sure on the app that the right SMS was listed (and Sofi was using it for 2FA) so I was suprised by the wrong one.  I made the mistake of contacting SoFi.

 

I was transferred 3 times, each checking security and telling me to change it on the app (where the wrong number doesn't appear).  The fourth transfer dropped the call.  Called back, 2 more transfers, and finally they claim it is done.  (Won't know till next dubious transaction).  90 minutes on holds with Fintech!  I'm sure a boring old big bank would have taken, well, 10 minutes....

 

I also got mixed messages about why the transaction was declined after the verification codes "merchant couldn't match the three digits"? and "it was updated but timed out".   Who knows!

 

Anyway, my usual shout out to Citizens, who approve all my foreign transactions even when they maybe shouldn't.   Wrong name (mixture of mine and my daughters via autofill), wrong billing address etc, never fazes them.    There really is an advantage to this in foreign transactions.   Many of us on MyFico like issuers who quickly detect fraud.   But, as we are not responsible, there is some advantage to being a little permissive (at least with some history).   I have never had fraud on Citizens, so even though it's only 1.8%, unless SoFi starts working well, they will continue to be my goto for non category foreign spend.

Message 1 of 38
37 REPLIES 37
mrpuffrabbit
Valued Member

Re: SoFi Card/support Rant (and Citizens love)

Hey longtimelurker,

 

I've read something similar about the SoFi card being extrastricton oversea purchases. The  (expat) redditor states that they would to tell SoFi on a tri-monthly basis if they planned on making oversea purchases.

 

It's the only reason I've stayed away from their card as an expat, since I know MC has better FX rates (on averagE) than visa for EUR/USD exchanges.

 

It's great that Citizen bank is treating you well, its a MC and even though its <2%, it's well worth it in my eyes.


Feb 2022 F8 - EQ: 785 | EX: 780 | TU: 795
Curve Card misconceptions - facts/DPs and discussion
Message 2 of 38
FinStar
Moderator Emeritus

Re: SoFi Card/support Rant (and Citizens love)

@longtimelurker -- was this triggered by a transaction outside of the US? If so, was this an online transaction or in physical presence with the merchant? I've heard of mixed reviews from others about SoFi having a tendency to decline foreign transactions for odd reasons despite their verification process 🤷‍♂️ 

I have also noticed that their UI (on the app) isn't always in sync with the desktop version, data-wise.

Message 3 of 38
longtimelurker
Epic Contributor

Re: SoFi Card/support Rant (and Citizens love)

Yes, this was online with a UK website.   (ETA: I was sure I had put that in the OP, but apparently not.  Got lost in an edit!)

 

To be fair, my next similar transaction (CoronaTestCentre, a REALLY good chain if you ever need Covid testing certificates in the UK!) worked fine. 

 

I think the difference is that this one allowed me to enter a different billing name/address, whereas the first one didn't and assumed my daughter's name and UK address. 

 

 So, understandable, but  Citizens is happy enough with number/exp/CVV from the same place, and SoFi did verify via email/SMS, which (IMO and apparently SoFi agrees), should have been enough.

Message 4 of 38
Credit12Fico
Established Contributor

Re: SoFi Card/support Rant (and Citizens love)

I'm aware of the process you are describing. I made an online order from Japan a while ago and was prompted for the "Mastercard Securecode 2FA" which is basically what all online international merchants taking US cards will make you do. I didn't have a problem with it. Strange. YMMV naturally.

 

 

Message 5 of 38
longtimelurker
Epic Contributor

Re: SoFi Card/support Rant (and Citizens love)


@Credit12Fico wrote:

I'm aware of the process you are describing. I made an online order from Japan a while ago and was prompted for the "Mastercard Securecode 2FA" which is basically what all online international merchants taking US cards will make you do. I didn't have a problem with it. Strange. YMMV naturally.

 

 


Yes, I guess when I wrote the OP, I was more annoyed at the support process than the 2FA (even though once I "passed", I think the transaction should have been approved).     

 

My guess is that Citizens is more the exception, with most issuers wanting some match with the billing address, at least ZIP.   To be fair, Citizens has no problem when I send stuff to new foreign addresses, and taking that as the billing address, which MIGHT be going too far, or they may have done some e.g. machine learning from my previous transactions that this is OK.  But they have certainly made themselves my go-to card for speed "Yes, send it to anyone@anywhere, and yes, use that shipping name and address for the billing address."   And for whatever reason, it works....

Message 6 of 38
abdi12
New Contributor

Re: SoFi Card/support Rant (and Citizens love)

Your experience with SoFi was mine too but with Capital One. Whenever I tried making a purchase online on a foreign website, it was always declined. But before, they would send me a SMS code for verification. No matter how many times I got and pasted the code, the transaction was never approved. Physically didn't had any problems at all. I think some banks/lenders are just like that. 

Message 7 of 38
Remedios
Credit Mentor

Re: SoFi Card/support Rant (and Citizens love)


@longtimelurker wrote:

Yes, this was online with a UK website.   (ETA: I was sure I had put that in the OP, but apparently not.  Got lost in an edit!)

 

To be fair, my next similar transaction (CoronaTestCentre, a REALLY good chain if you ever need Covid testing certificates in the UK!) worked fine. 

 

I think the difference is that this one allowed me to enter a different billing name/address, whereas the first one didn't and assumed my daughter's name and UK address. 

 

 So, understandable, but  Citizens is happy enough with number/exp/CVV from the same place, and SoFi did verify via email/SMS, which (IMO and apparently SoFi agrees), should have been enough.


 

If you give me card numbers, I'll test it with my name and address. Science and all that. 

Message 8 of 38
longtimelurker
Epic Contributor

Re: SoFi Card/support Rant (and Citizens love)


@Remedios wrote:

@longtimelurker wrote:

Yes, this was online with a UK website.   (ETA: I was sure I had put that in the OP, but apparently not.  Got lost in an edit!)

 

To be fair, my next similar transaction (CoronaTestCentre, a REALLY good chain if you ever need Covid testing certificates in the UK!) worked fine. 

 

I think the difference is that this one allowed me to enter a different billing name/address, whereas the first one didn't and assumed my daughter's name and UK address. 

 

 So, understandable, but  Citizens is happy enough with number/exp/CVV from the same place, and SoFi did verify via email/SMS, which (IMO and apparently SoFi agrees), should have been enough.


 

If you give me card numbers, I'll test it with my name and address. Science and all that. 


5240 3802 1465 0822  exp 9/23 CVV 415

 

Please let us know (and keep it under $50 please!)

Message 9 of 38
Remedios
Credit Mentor

Re: SoFi Card/support Rant (and Citizens love)


@longtimelurker wrote:

@Remedios wrote:

@longtimelurker wrote:

Yes, this was online with a UK website.   (ETA: I was sure I had put that in the OP, but apparently not.  Got lost in an edit!)

 

To be fair, my next similar transaction (CoronaTestCentre, a REALLY good chain if you ever need Covid testing certificates in the UK!) worked fine. 

 

I think the difference is that this one allowed me to enter a different billing name/address, whereas the first one didn't and assumed my daughter's name and UK address. 

 

 So, understandable, but  Citizens is happy enough with number/exp/CVV from the same place, and SoFi did verify via email/SMS, which (IMO and apparently SoFi agrees), should have been enough.


 

If you give me card numbers, I'll test it with my name and address. Science and all that. 


5240 3802 1465 0822  exp 9/23 CVV 415

 

Please let us know (and keep it under $50 please!)


$50.00?  Okay, I'll buy 5 liters of gas (adding gas station to the mix increases scientific difficulty). 

Message 10 of 38
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