Consumer complaint received 2023-07-06
Company: AXOS FINANCIAL, INC.
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
Here is a copy of the letter sent to AXOS Bank Leadership that provide all the details : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CA, XXXX XX/XX/2023 XXXX XXXX XXXX Board of Directors Axos Financial , IncXXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NV XXXX Subject : Request for Further Investigation into Fraud Charges and Poor Customer Service Dear Board of Directors, I hope this letter finds you in good health and high spirits. I am writing to express my deep concerns regarding the handling of a recent fraud charge investigation by your esteemed bank. It is with great disappointment that I bring to your attention the horrendous customer service I have experienced throughout this process, characterized by a complete lack of follow-up calls, unresponsiveness, absence of updates, and excruciatingly long hold times with no support from customer advocates. 
As a long-standing customer of your bank, I expected a higher level of professionalism and commitment to customer satisfaction. However, my expectations have been shattered by the abysmal treatment I have endured while trying to resolve this fraud charge. The absence of timely communication, coupled with the failure to provide updates, has left me feeling abandoned and disheartened by the lack of care and consideration for my concerns. Further, it is abundantly clear that your resolution process has little to do with the customer and involves long hold times, speaking with various departments that lack the ability to help, transferring me to others to avoid accountability, and providing strong assurances that someone will be calling me right back. I have played this game for almost 90 days and here are the results : 36 phones call, 11 assurances for phone calls back, and zero calls back and no resolutionmy total time spent is over 8 hours.

What is particularly distressing is the blatant disregard for transparency and the apparent fabrication of processes that I have encountered. Throughout this ordeal, I have been met with a complete lack of information about the progress of the investigation, the details surrounding the case, and the methods employed to ascertain the truth. This lack of transparency has left me feeling helpless and frustrated, as I continue to follow a process that seems to have no end in sight. 
Therefore, I implore the Board of Directors to take immediate action and ensure a thorough investigation of the fraud charge in question. I urge you to prioritize transparency in all aspects of this investigation, providing me with the outcome, details, and the entire investigative process. It is my right as a customer to be fully informed about the steps being taken to resolve this issue, and I expect nothing less from a reputable financial institution such as yours. 
In addition to the investigation, I kindly request that you conduct an internal review of your customer service practices. The lack of follow-up calls, unresponsiveness, and disregard for customer concerns have had a profound impact on my overall banking experience. I believe it is imperative for your bank to address these issues promptly and take measures to enhance customer service standards, ensuring that no other customer must endure the same frustrations and dissatisfaction. 
I trust that the Board of Directors will take this matter seriously and initiate the necessary steps to rectify the situation. I look forward to a prompt response and an assurance that my concerns will be addressed with utmost urgency. I will also continue to express these concerns with the CFPB, all other governance, regulation, and compliance entities as well as my legal representation. 
Thank you for your attention to this matter. 
Yours sincerely, XXXX XXXX

Company response to consumer: Closed with explanation