Consumer complaint received 2022-03-17
Company: AXOS FINANCIAL, INC.
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I received a fraud alert text message on Thursday, XX/XX/2022 at XXXX EST for {$120.00} from Axos . The charge was made in another state ; I immediately called the customer support line at XXXX and spoke with XXXX. My card was cancelled and she asked me clarifying questions about the transaction, where my card was, and whether I had an idea of who may have done this. She said she was transferring me to the fraud department and I said I had additional questions about next steps, but she said the fraud department would handle everything else. I get to the fraud department and speak with XXXX who asks me the exact same questions XXXX asked, then XXXX said I needed to call my bank back. She clarified the fraud department only confirms if the transaction is fraud and they don't do anything else because they're a partner. She also couldn't transfer me back to Axos so I had to call the customer support line again. This time I spoke with XXXX and let him know I'm frustrated by this process because it should be simple to report this transaction, get my money back, and get a new card issued. I asked him for next steps and he said he needed to create a ticket with the dispute department because the transaction hasn't posted. He couldn't transfer me to the dispute department because there's no number for them ; he has to create a case for them to call me. He said I couldn't get a new card until the dispute department called me and then it would take XXXX business days for the new card to arrive. I asked to speak with a manager, but he said managers can't take calls ; a ticket has to be created for them to reach out to me. I could see both the dispute department ticket and manager ticket were created on XX/XX/2022 via the secure messaging system. The manager responded on XX/XX/2022, and I replied back on XX/XX/2022 for clarification, but as of today, XX/XX/2022, no response has been received. I monitored my account and the transaction posted on XXXX XX/XX/2022. The dispute department never called me, but they responded to the ticket on XXXX, XX/XX/2022, asking me for information that has already been provided to the fraud department and customer support. They also sent attachments with my personal information through email, which is not secure, when they have a secure messaging system ( their security policy at https : //www.axosbank.com/Legal/Security-Notice states " All Axos Bank XXXX XXXX encrypted and stored in our XXXX XXXX XXXX where they can only be accessed by the account holder. '' which they don't follow ) I contacted Axos customer support on Wednesday XX/XX/2022 and spoke with XXXX because now they're not following their own security policy and compromising my information in the process. I was told where to send the emails for the Axos security team to review but that it would be at least XXXX business days to receive a response. In the interim, they continue sending me emails and further compromising my information and I still have not been refunded the disputed amount.

Company response to consumer: Closed with explanation