Consumer complaint received 2021-03-18
Company: AXOS FINANCIAL, INC.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I have tried over the last week ( starting XX/XX/21 ) to deposit a check using Axos Bank 's mobile banking feature. At first their app kept timing out when I attempted my deposit, so I contacted Customer Support via their XXXX that day, and was told by a representative that I would need to wait a day or two to resubmit my check as their system appeared to be down. I waited a couple of days and tried again, only to get an error message saying that my check had already been deposited. This was clearly not the case as I had not received a confirmation from the bank to my email ( as is customary ), and there was no record of a deposit into my checking account. I contacted their Customer Support again ( on or around XX/XX/21 ), and the representative told me that I could always visit a local bank ATM and deposit my check that way, or that I could try again the next day. 
I continued to try mobile deposits, with no success, so attempted to deposit the check via one of my local ( XXXX XXXX ) bank ATMs. I visited the XXXX XXXX ( on XX/XX/21 ) that the Customer Support agent told me was a good option, yet when I used their ATM there was no option to deposit a check, only to remove funds or check the balance of my account. I tried the next door XXXX XXXX XXXX ATM and had the same issue, as there is no way to deposit a check via another bank 's ATM, despite the information that was provided to me by the XXXX agent. 
I called Customer Support immediately ( XX/XX/21 ) and was placed on hold for over 30 minutes. I called back and the agent told me that my options were to go to XXXX XXXX and use one of their physical banking locations there to deposit my check ( a 3 hour drive ), or to mail in my check for deposit. Both of these options are clearly unacceptable for a bank that markets itself as an online bank, and I requested a call back the next day from a person within the organization who is able to help me. 
On XX/XX/21 I received an email from XXXX telling me that " Your deposit is being rejected because the dollar amount is included in the XXXX line ( bottom part of the check ). Your only options are to mail in your check, or to have another check written out without the dollar amount included in the XXXX line. '' This too is unacceptable considering their marketing and Customer Support communications, and I am unable to have the check rewritten as it is from a former mortgage company ( their system prints checks this way automatically ). As a result, I have deposited my check using a mobile deposit option with my former bank, XXXX, with zero issue, further highlighting the incorrect and fraudulent claims by Axos Bank and their Customer Support representatives. I have yet to receive a call from the Axos Bank team ( as promised ) telling me how my issues with their banking system will be resolved, so I am registering this complaint so that the CFPB can investigate this bank further for fraud and false advertising.

Company response to consumer: Closed with explanation