Consumer complaint received 2021-09-18
Company: AXOS FINANCIAL, INC.
State: DC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I had quite a surprise to discover that my debit card was declined. I had quite a handsome balance in my checking account, so I called in to find out why it happened. The first call resulted in the recipient of the call hanging up on me. I called again, and the person who answered me investigated and gave me a very thorough reply. He had a comment recorded on my account that a message had been sent to me on XX/XX/XXXX in which I was told that I had to submit photos of my driver 's license front and back, a photo of me holding my license, and a recent utility bill that bears my name and address. The problem is that THAT WAS A LIE!! I never received such a message ; I double-checked my message box and my emails from Axos Bank XXXX and none of them told me about this requirement. I have PDFs of all the messages from XX/XX/XXXX and XX/XX/XXXX to prove what I am saying! In short, my account was limited without contacting me in any way! 

I had all the required items saved on my hard drive, so I put together a six-page PDF file that contained all of the required document and I submitted it in a Secure Message. A person named XXXX confirmed receipt of the documents and added the following words : " Additionally, as you have already shared the documents and I have already forwarded your request to the appropriate department on a high priority. '' However, my account is still unavailable to me. An incoming transfer for {$250.00} was rejected and my rent payment was declined, so I have more than enough reason to be upset. I was never made aware that I needed to send documents to confirm my identity and I can prove I was never informed that I needed to send any such documents. I have PDFs that will show that no mention of submitting documents was ever sent to me. 

On XX/XX/XXXX, yet another payment was declined because of the limitation on my account. I will be charged fees for these declined payments. I feel I am not being treated fairly and must protest. How does anyone deprive a customer of his money without reason? If I had received the message that was never sent to me, I might understand, but I never received it, did not know I needed to send in documents that I had readily available, and am now being punished. 

I feel that I am owed more than just an apology. The bank made quite a serious error -- actually worse than an error if they had to lie to cover their tracks -- and I have to pay for it now, which is hardly fair seeing as how I had done nothing wrong and Axos Bank was the guilty party. I expect a prompt response with a palpable explanation of what took place. I opened an account with Axos Bank because of its superior reputation and I did not expect to be treated this way. 

I might add that when I tried to respond to a message today on the Secure Messages part of the Axos Bank website, I found that I was quite limited in how much I would be allowed to write. It seems as if I am being given no choice but to invoke higher powers to intervene. I am doing so now. 
********************************************* Now I really am desperate. When XX/XX/2021 arrived and I saw no indication that I would get any sort of response, I filed a complaint with the FDIC. The FDIC forwarded my complaint to the Office of the Comptroller of the Currency, which is the institution that supervises Axos Bank. Tonight, XX/XX/2021, I woke up and was unable to sleep, so I checked my email and saw that Axos Bank had sent me a message. Sure enough, the message told me that " Axos Bank has decided to end our banking relationship. '' They withdrew all my money, leaving me with nothing at all. 

I have no idea what I can do now. Aside from contacting Legal Aid, I have no idea what steps to take. I had a balance of {$3400.00} that the bank confiscated. I strongly suspect that this is retaliation because I reported what Axos Bank did to me, and it smacks of fraud. I am feeling sick right now ; what can I do? I am a senior citizen with some physical limitations. I tried to find work, but four employers did not pay me and drove me into debt from which I will never emerge now. Have I reached the end? I truly don't know what I can do.

Company response to consumer: Closed with explanation