Consumer complaint received 2024-06-02
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: AXOS FINANCIAL, INC. (MA)

I opened an account with UFB Direct Bank on XX/XX/XXXX. On the same day, I linked my personal bank account with XXXX XXXX XXXXXXXX and completed two transactions of {$30000.00} each. 
On XX/XX/XXXX. Within 24 hours, I accessed my UFB Direct account and canceled both transactions through the settings, as provided by the option available. I verified that both transactions were canceled, and no transactions were pending. 
It was a holiday weekend. To confirm that both transactions were canceled, I contacted UFB Direct via telephone to your customer service number on Tuesday, XX/XX/XXXX. I spoke with a customer representative who reviewed my UFB Direct account and confirmed that both transactions of {$30000.00} each were indeed canceled properly. 
However, on Wednesday, XX/XX/XXXX, two unauthorized transactions of {$30000.00} each were debited from my checking account at XXXX XXXX XXXXXXXX. On Thursday, XX/XX/XXXX, I called UFB Direct customer service and spoke with XXXX to file a claim for the unauthorized transactions. The representative, XXXX, was unable to explain how the unauthorized transactions occurred despite my cancellation of them online and via phone. She informed me that she submitted notes and opened a claim with reference number # XXXX, and that I would be contacted by a representative from UFB Direct within 24-48 hours. 
On XX/XX/XXXX, I called UFB Direct again and spoke with XXXX, who provided me with the case number # XXXX. He mentioned that he sent a note to Axos Bank, the entity in charge of processing the transactions, requesting to hold the funds and return them to XXXX  XXXX XXXX. XXXX also assured me that I would be contacted by a supervisor within 24 hours. To date, I have not received a response. 
Later that day, I spoke directly with an Axos Bank representative, who argued that the transactions were not canceled and stated that he could not take any action. I requested an immediate solution for the unauthorized transactions, including the return of the funds to XXXX XXXX XXXX and the initiation of an investigation into how the unauthorized transactions occurred. I also requested a written copy of my call records, notes, and transaction history from UFB Direct, which the representative denied, stating that they could not provide my own tracking history. 
On XX/XX/XXXX I submitted a letter to UFB Direct requesting the following : Immediate Return of Funds : Return the {$60000.00} to my XXXX XXXX XXXXXXXX account without any penalties, fees, or delays, including any accrued interest. 
Detailed Investigation : Conduct a thorough investigation into the unauthorized transactions and fraudulent activity of {$30000.00} each, despite my cancellation of the transactions online and via a phone call with a UFB Direct representative. 
Written Documentation : Provide a written copy of each call, note, and history on my UFB Direct account, including the cancellations of the transactions.

Written Communication : Provide written communication confirming the resolution of this issue. 
I also opened a claim with XXXX XXXX XXXX on XX/XX/XXXX.