Consumer complaint received 2023-08-12
Company: AXOS FINANCIAL, INC.
State: PA
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Axos Bank is the current lien holder on my XXXX  XXXX XXXX XXXX. 
As of XXXX I started noticing big changes in there behavior. 
It started with excessive calls trying to collect the funds then stating they try to remove the funds and it was denied. 
Claiming calls where recorded yet still hanging up the calls when I try to make payment. 
Requesting I pay at a later time despite being a few days past due. 
Claiming all payment would be processed in a 42 hour period yet XXXX I set to get payment taken out and XX/XX/XXXX they called me stating they try to retrieve payment and it was not approved. 
At no point did I get any confirmation for my bank saying that payment was denied through Axos bank. 
And I have proof that any time of payment does not go through. I get a confirmation email stating such and such try to retrieve money and for such and such reason we denied payment or even a request from the bank, saying hey, did you attempt to make this payment? 
In addition to that, they claimed that they didnt save information and I gave them my checking and routing and you guys took 2 1/2 weeks to retrieve the payment according to XXXX the supervisor from the financial department. 
Today I spoke with XXXX who had sent me an email sometime last week, stating that they needed to talk to me that it was an urgency regarding payment. 
So I reach back to her via email and I said the sooner you guys send me the information that Im requesting the sooner we can move forward with setting something up so you guys can receive payment. 
I requested my payoff amount I requested to know where my payments were going as speaking to one of the other representatives they had stated that my payoff amount was XXXX. 
I found this surprising because I lost recall that when I left XXXX XXXX, my payoff amount was XXXX. 
However, I spoke to the representative from XXXX XXXX and she stated that they received a payment after I left and apply, applied it to the pay off loan, which brought it down to XXXX. 
So my question to them was, how do I owe you more than you guys paid for the loan? 
So then another representative calls on the phone and shes like oh that was a mistake. You still owe XXXX and some change. 
I requested to see all the documentation in writing and I wanted to see breakdowns and this is when they started doing everything real funny hanging up the calls saying can you hear me and then click. 
For example, I received one letter from them stating that that was my final notice never clarifying anything in addition, just final notice for payment. today my car gets picked up by a tow truck stating he was just hired to pick up the vehicle. Hes never heard of the bank and has nothing to do with them. 
Hes very kind of gave me his business card and I gave him the key. 
I proceeded to come in call XXXX XXXX, find out information, requesting again the same information that Ive been requesting since may that I already have for XXXX XXXX XXXX states from the finance department that shes not the person to speak with and that the other persons on the phone and cant speak to me at the moment that someone will call me back and I said no Im on the phone now and I like to speak with someone now. 
She proceeds to say theres not all she can do a hangs up the phone. 
I called back and a gentleman name XXXX answer the phone from the finance department. I asked him a simple question does the debt department part of axos bank, or are they a third party? 
He also proceeds to say, give me a moment and hangs up. 
I have escalated this to a lawyer as I have felt like Im running out of options Ive felt disrespected, humiliated, embarrassed, cheated out of my money. Ive had a lost of wages today both shifts scheduled for 16 hours today and XXXX 
Meanwhile Ive been sick working hard to pay them this week and they just totally ignored all request. 
I felt something hasnt been right so I reached out to XXXX XXXX to see if they buy back the loan and explain to them what was going on and they were in disbelief. 
XXXX, who is the Person who received my documents via pdf was working on buying back the loan but the rushed to pick up the vehicle and are now ignoring me after there collections department has been harassing me day and day out with excessive calling for Payment. 
Yeah please help look into this matter and totally in shock that this is how theyve been handling business.

Company response to consumer: Closed with explanation