Account has been restricted for over a month

I just submitted a complaint via CFPB but any other advice is greatly appreciated.

My checking/savings account with SOFI online banking has been restricted for over a month, since December of 2024. I can not access my money!

On 1/6/2025 they told me I needed to fill out an identity verification process to unlock the account. After going through the process and verifying my identity they then told me it would have to go through a review process. They would not provide me with any information as to why or when this would be complete. I asked for a call back from upper management, they said okay, yet no one called me back.

I have called them several times this month and each time they refuse to give me any information or connect me with upper management or call me back when requested.

The second time I called ( 1/9/25) they said they were "creating a new account" and it would soon be accessible with my money.

When this did not happen I called back (1/12/25) and they said they were "closing" my account and mailing me a check. No information as to why or when.

When I called a 4th time (1/29/25) it was the same thing. No information would be given and it was supposedly in the same process. "being reviewed," "account will be closed."

What gives???

UPDATE 1 day later:

VERY BIZARRE CALL FROM SOFI

Someone from Sofi called me who was not their regular outbound call center person, this was someone in the states. She apologized and said it was all her fault and she dropped the ball back in December when my account was being reviewed for fraudulent activity. I have no ill will toward this person and was kind to her but it was revealing to hear someone make excuses like this. A very clear lack of professionalism and expertise which I don't know if it's a hiring, training and/or both issue, but speaking with her (and the previous outbound call center personnel at Sofi) is night day compared to credit unions or other banks I've been with... in a bad way lol.

What was so disturbing was to hear a human just be like "oops, so sorry you didn't have access to your lively hood for a month, anyway now ya do."

The good news was, right then and there, my new account was created and immediately transferred all my money out of SOFI.