Consumer complaint received 2020-07-09
Company: AXOS FINANCIAL, INC.
State: KY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
The following recounts the series of events concerning a wrongful billing of {$2900.00} on XX/XX/XXXX to the account of XXXX XXXX, owner and sole employee of XXXX XXXX, at Axos Bank. 
- XX/XX/XXXX Noticed E-Payment XXXX  XXXX  XXXX charge to account which does not match any records. 
- XX/XX/XXXX Called Axos Bank to discuss the charge. Was told to fill out form and email to XXXX. 
- XX/XX/XXXX Filled out the form and emailed it as directed. 
- XX/XX/XXXX Emailed Axos Bank to request confirmation they had received my claim. 
- XX/XX/XXXX Called Axos Bank to request confirmation they had received claim since no acknowledgment had yet occurred. At that time, I was informed everything was fine and I had done everything right and I should wait about 10 days for a response. 
- XXXX I received an email saying We have requested that you provide written documentation to aid us in completing our investigation ; to date, we have not received this information ; and are subsequently unable to provide you with provisional credit while we continue to investigate your case. 
- XXXX I called to discuss the letter and inform Axos I had received no other request for information. I was told they couldnt find anything relating to more information needed from me. I was given the routing number of a XXXX XXXX bank in Michigan and the name XXXX XXXX and told to try and work it out with that bank because they suspected this claim would be rejected. 
- XXXX Called the XXXX XXXX bank and was informed they could not discuss any of these details with me, but hinted the transaction could have been made in error. 
- XXXX Received and email from Axos Bank stating This claim has to be denied because we were unable to recover the funds that were debited from your account. The transaction posted on XX/XX/XXXX and we only have two business days to attempt to recall an ACH transaction on a business account. Business accounts are not covered under Regulation E as personal accounts are, therefore we are only able to credit business account funds if we're able to recover the funds. If you have further questions, you may reach out to your relationship manager and they may be able to explain in more detail. Unfortunately, there is no further action that can be taken on this transaction, and therefore, I will have to close this case out at this time. 
- XXXX Received a separate email stating We have completed our investigation based on the documentation we have on file and have determined that your claim will be denied because no error has occurred.Please be advised that you have the right to request copies of the documents we used to reach our conclusion that transactions were not posted to your account in error or as the result of fraudulent or unauthorized activity Your request should be directed to XXXX XXXX XXXX XXXX. 
- XXXX Called Axos at the number given in the email to discuss these messages. The person answering repeated the text of the emails to me and said he wasn't really the correct person to speak with about any details. He then transferred me to a department he said would have more information. The second department did not have any more information, rather less. It took ten minutes for the employee to figure out I already had an account with them and that I was complaining about money taken out of my account rather than being put in. He said he would get me a copy of the investigation details which the previous email said I was entitled. 
- Today XXXX No new messages or information from Axos Bank. No investigation report.

Company response to consumer: Closed with explanation