Consumer complaint received 2021-09-11
Company: AXOS FINANCIAL, INC.
State: NV
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Getting a loan or lease
Sub-issue: Problem with signing the paperwork

Complaint:
On XX/XX/2021, I completed an online application with XXXX XXXX XXXX XXXX ( XXXX  ) at www.naln.com to initiate the refinancing of the remaining loan which was at, approximately {$13000.00} at 28.50 % interest, XXXX vehicle loan contract that I had with XXXX  XXXX  XXXX XXXX XXXX ). I was informed by XXXX on the phone ( verbal phone quote ) that AXOS bank accepted my application and would be the loan provider with the refinancing terms of {$13000.00} at 5.0 % interest for 60-months and a bumper-to-bumper warranty, which I verbally greed to go with. 
TO THIS DATE, I HAVE NOT SEEN ANY WRITTEN CONTRACT TERMS My credit report has reflected both loans ACA {$13000.00} and AXOS {$17000.00} as active negatively affecting my debt to income and fluctuating my FICO scores with the credit reporting agencies, since XX/XX/2021. 
I found out that a loan had been ORIGINATED, PROCESSED, COMPLETED and a PAYMENT SUBMITTED TO ACA TO PAY OFF THE LOAN that I had with them. 
Found out the loan had been ORIGINATED by text message from XXXX congratulating me on my application approval and welcoming me to their family, I immediately once again, requested the CONTRACT, text o Called, text, left a voicemail or email for any or every representative at XXXX that I had contact information for ; requesting that they assist with A CONTRACT Found out the loan had been PROCESSED, and the loan terms in a call I made to AXOS, who ( XXXX XXXX told me that they already financed the loan and informed me that they remitted the payment to XXXX  o AXOS told me that they financed were {$17000.00} at 5.7 % interest for 72-months o I was completely astounded to know that anything had been agreed and paid without my signature, so I asked if they could send the contract that was submitted for that loan I found out that the loan had been COMPLETED, on the call with AXOS - when they checked the files for that loan, they advised me that there was NO CONTRACT OR ANY OTHER DOCUMENTS UPLOADED in their system to support the loan terms or validate ANY signature, for {$17000.00} at 5.7 % interest for 72-months o I reminded AXOS that I have not seen or signed ANY CONTRACT, but there is a loan from AXOS Bank and XXXX  on my credit report. 
o I informed XXXX that I did not agree or sign anything. The terms of the loan that XXXX had and that she ( XXXX XXXX stated to me, were not the terms that were quoted to me ( and verbally agreed to ) over the phone with XXXX ; o I was then advised that a Manager from XXXX would call me to discuss, ( I have not seen the terms in writing or received a call to this date ) I began a series of calls, voicemails, texts to XXXX to request this processed CONTRACT, and to find out how they were able to initiate a loan without an agreement or signatures from me. ( I have not seen the terms in writing or received a call, text or email to this date ) I requested a contract several times from XXXX, but never received anything in writing or electronically to forge an agreement. THERE IS NO AGREEMENT, THERE IS NO CONTRACT XX/XX/2021 XXXX - After I completed the online application, I received a text message from XXXX stating that my application had been received and is in process XXXX I received a call from XXXX XXXX XXXX XXXX XXXX - I received another text message from XXXX, stating that my application had been assigned to agent, XXXX XXXX, who could be contacted at XXXX, XXXX is XXXX XXXX and can be reached at XXXX XXXX I responded to text to XXXX looking forward to seeing how you can help XX/XX/2021 XXXX I Received a text from XXXX, XXXX that the loan had been approved and to contact XXXX to review the approval XXXX 
XXXX - I called XXXX XXXX, left him a message to review the terms, NO ANSWER XXXX I email XXXX at XXXX, letting him know that I had just left him a message, about the text from XXXX stating the loan had been approved and to contact XXXX to review the approval XXXX I received a call from XXXX to quote the application terms that AXOS Bank was offering to refinance my auto loan based on my credit score, was {$13000.00} at 5 % interest for 60-months, which was what I owed to ACA, with a with bumper-to-bumper warranty at a payment of {$260.00} per month. 
XXXX I received an email XXXX XXXX XXXX, asking me to reply with my information ( Drivers License, Insurance and Registration documents ) XXXX I replied to the email with copies of my information ( Drivers License, Insurance and Registration documents ), and said that he would have an answer the next day. 
XXXX I called XXXX XXXX left a message for the CONTRACT terms in writing XX/XX/2021 XXXX I emailed XXXX, XXXX, checking to confirm that he received my documents and to let him know that I did not hear back from him or XXXX. I asked when I should expect to hear from either of them XXXX I called XXXX XXXX XXXX, for the CONTRACT XXXX I received a call from XXXX, XXXX to ask me about the XXXX paperwork XX/XX/2021 XXXX I text XXXX at XXXX XXXX request the AXOS paperwork ( CONTRACT ) via email, that he mentioned XXXX I received an email from XXXX, XXXX, with instructions for the attached DMV Title paperwork tthat I needed to notarize and send back. XXXX stated in that email that I should receive a call from the Funding Department would be calling me to finalize everything. I NEVER RECEIVED THAT CALL XXXX I received a text from XXXX XXXX XXXX, asking me to see my email for final steps XXXX I missed a call from XXXX, XXXX XXXX I received a call from XXXX, XXXX XXXX thanking me for application XXXX I replied to the email of XXXX and XXXX confirming the instructions XXXX I received a call from XXXX, asking for the XXXX XXXX tracking XXXX I text XXXX, XXXX to remind him to send the CONTRACT, I just wanted to clarify, didnt you say youd be sending over my CONTRACT, today, as well? 
XXXX XXXX XXXX back from XXXX, yes correct XX/XX/2021 XXXX I missed a call from XXXX, XXXX XXXX I received a text from Art XXXX Hi XXXX, I see those documents that XXXX sent to you are not tracking back to us, please send them at your earliest convenience via UPS... ( DMV Power of Attorney XXXX XXXX I text responded to Art XXXX, Will do, Im on my way to notary in a few XXXX I text responded, Done, you should have the ups tracking, now. 
XXXX I received a text from XXXX XXXX, who responded, Great! Thank You XXXX I text XXXX XXXX with an image of the Tracking # for DMV Title transfer Power of Attorney paperwork that was sent XXXX I text XXXX XXXX XXXX confirm receipt of Tracking # image, Please confirm receipt at your earliest convenience XXXX XXXX XXXX, text back THANK YOU RECEIVED that was the las time I was able to get in touch with XXXX XX/XX/2021 XXXX I text XXXX, Just checking about the CONTRACT. Any updates? 
XXXX I called XXXX XXXX XXXX, NO ANSWER XXXX I text Art XXXX, Hi XXXX, I still havent received the AXOS CONTRACT, yet. Do you know when I should expect it? My email address is NO RESPONSE XX/XX/2021 XXXX I called XXXX XXXX XXXX, NO ANSWER XXXX I received a text from XXXX, Congratulations, your loan has funded!.. 
XXXX I text XXXX XXXX, I still havent received the XXXX CONTRACT, yet. Do you know when I should expect it? My email address is XX/XX/2021 XXXX I received a text from XXXX, Hello XXXX XXXX XXXX I want to personally thank you for refinancing your automobile loan with XXXX  XXXX XXXX XXXX XXXX Your loan has funded XX/XX/2021 XXXX I received a text from XXXX, Hello XXXX XXXX XXXX I want to personally thank you for being part of the XXXX Family as you financed your auto loan with us in the past XXXX I responded to XXXX, I need to know who can give me a status update. Ive been told that a CONTRACT was in the mail, for a week and arent sure of my next steps to get this concluded. Please provide a status update on my case XX/XX/2021 I Noticed that both American Credit Acceptance ( {$13.00}, XXXX ) and AXOS Bank ( {$17000.00} ) were both on my credit reports ; and that AXOS Bank had run 2-inquiries to all 3-credit bureaus ( XXXX, XXXX & XXXX ) on XX/XX/2021 XX/XX/2021 XXXX I called XXXX, XXXX, NO XXXX XXXX of these was the President check my cards XXXX I called XXXX, XXXX, I left a message for XXXX XXXX, President/CEO of XXXX expressing my concern with their process and XXXX I did not sign or have a CONTRACT. I explained that I had been receiving information that a loan was funded, I expressed to him that the a loan from XXXX for {$17.00}, is reporting on my credit report and I have received a letter from XXXX about their credit policies XXXX I text XXXX XXXX, Are you able to call me? Please XXXX I text XXXX XXXX, Are you or someone able to call me? Please Art called me XXXX I called XXXX XXXX, left a message for XXXX XXXX loan coordinator to call me back NO RESPONSE XXXX I received a call from Art, XXXX, responding to my text of XXXX, I asked him when will I see a contract, he said that the CONTRACT has been funded, that ACA had been paid off and he asked if XXXX had me eSign a CONTRACT. I explained to Art that I NEVER RECEIVED ANY CONTRACT NOR DID I AGREE TO ANY TERMS and that I DO NOT KNOW HOW THE LOAN WAS FUNDED IF I DID NOT SIGN ANY TERMS. He said that he would check with XXXX and have him call me. I HAVE NOT BEEN ABLE TO GET BACK IN TOUCH WITH ANYONE from XXXX, since and to this date ( XX/XX/2021 XXXX ) XXXX I called AXOS Bank XXXX XXXX, spoke with XXXX ; I called to report that XXXX was showing on my credit report for {$17.00}, XXXX since XX/XX/2021 and I HAVE NO IDEA WHY. I asked her how a loan was funded without my signature agreeing to any terms, she was surprised and checked the system to review a CONTRACT, she said that there was NO CONTRACT UPLOADED in their system and that she would have a manager call me back I HAVE NOT RECEIVED A CALL FROM AXOS OR NALN since XX/XX/2021. 
On XX/XX/2021, I received notice on my credit report that XXXX  ( supposedly paid off loan ) was past due.

Company response to consumer: Closed with explanation