Consumer complaint received 2022-05-25
Company: AXOS FINANCIAL, INC.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
There are three mobile deposit issues I experienced, which would be no issue if Axos provided any sort of customer service. Their representatives are incapable of resolving basic issues. 
[ XXXX ] {$200.00} mobile deposit rejected XXXX. 
[ XXXX ] {$1000.00} mobile deposit rejected XXXX. 
[ XXXX ] {$100.00} mobile deposit - returned by mail on XXXX as a 'substitute check ' ; delivered XXXX. {$10.00} fee. This is very confusing to me. We deposited multiple {$100.00} checks, so I have no idea if I made a mistake and submitted the same check twice, or if this is error on the end of the sender. I can't figure this out easily because I can't see check images, even for cleared checks deposited to my account. 
-- XXXX : [ a ] My wife and I deposited a number of checks from our wedding to my individual checking account. All checks were appropriately endorsed and marked for mobile deposit. 
[ b ] My experience with Axos had been positive, so we also opened a joint account which was pending approval. 
-- XXXX : [ XXXX XXXX ] Received mobile deposit rejection email for {$200.00} check, due to 'name mismatch '. No check images provided or available on the account, and no identifying information beyond deposit date and amount. 
[ XXXX XXXX ] Mobile deposit rejection notification received for {$1000.00} check, due to 'name mismatch '. No check images provided or available on the account, and no identifying information beyond deposit date and amount. 
[ XXXX XXXX  ] Contacted Axos by phone requesting detail on rejections and specifics on which checks were rejected ( we deposited numerous {$200.00} checks on the same date ). Rep stated I would be contacted via email by a representative on the next day, XXXX, and he could not provide more detail. 
-- XXXX : [ XXXX XXXX ] No follow up received. Unable to reach reps via phone- got an answering machine despite automated message saying it was connecting me. Unavailable via chat. 
-- XXXX : [ XXXXXXXX XXXX  ] Followed up regarding checks. Was told to submit secure message and told call rep can't see check photos. 
-- XXXX : [ XXXX XXXX ] Sent secure message asking for more detail re : rejection and checks clearing. Response received XXXX asking ME why checks were rejected in order for them to assist further. 
[ XXXX XXXX ] Unrelated to check issue, contacted regarding options for cash deposits, which are limited to {$500.00} quantities. Rep indicated he would follow up and return call within hour ; no call recieved. 
-- XXXX : [ XXXX XXXX ] Contacted chat for support re rejections and 'substitute check ', told to submit msg with check images ( DONT KNOW {$200.00} CHECK ) [ XXXX XXXX ] Called support, rep hung up mid call. 
[ XXXX XXXX ] Called support again, rep said I would be contacted in morning ( I was not ). 
[ XXXX XXXX ] Submitted a secure message requesting follow up after filing a complaint with the XXXX 
[ XXXX XXXX ] Received a response indicating my questions have been forwarded to the correct department and I would hear back in 1-2 days.

Company response to consumer: Closed with explanation