Consumer complaint received 2025-07-29 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: AXOS FINANCIAL, INC.
State: GA

Complaint narrative:
Dear Compliance Officer, I am writing to formally lodge a complaint against Axos Bank regarding the mishandling of my newly opened savings and checking accounts, undue and ongoing holding of funds, and overall poor customer service. This situation has caused significant financial inconvenience and appears to reflect failures in Axos Bank 's internal compliance and verification procedures. 
________________________________________ Account and Customer Details Name : XXXX XXXX Phone : XXXX Email : XXXX Address : XXXX XXXX XXXX XXXX, XXXX  XXXX, XXXX, GA XXXX Savings Account Number : XXXX Chequing Account Number : XXXX Case Numbers : XXXX ________________________________________ Timeline and Key Facts On XX/XX/year>, I opened a high-yield savings accountwith Axos Bank via XXXX, attracted by the advertised XXXX XXXX interest rate. 
During the account setup, I accurately provided my identity and XXXX residence status. I clearly indicated that I am a XXXX citizen on a valid TN XXXX, with an active I-94a status I selected during the application process.

After funding the accounts via ACH transfer from my XXXX XXXX XXXX account, I was asked to upload my Georgia drivers license, which I provided promptly. 
A few days later, I was unexpectedly asked to provide either a U.S. passport or green carddocuments I do not possess. I reiterated that I am legally residing and working in the U.S. under a valid TN visa, which had already been disclosed during application. 
________________________________________ Unacceptable Handling and Miscommunication Following my clarification, I contacted customer service multiple times. I was informed that my visa status made me ineligible for the product and that the account would be closed with funds returned via ACH within XXXX  hours.

However, no such action was taken. On follow-up, I was told no closure was initiated, and I was instead issued two new case numbers, with a new claim that the funds would be returned by mailed check in approximately XXXX business days.

Meanwhile, my Axos accounts remain restricted, and I have no access to my fundsor any ability to take further action on the accounts. This inconsistency and failure to act promptly and transparently is unacceptable.

________________________________________ Compliance and Customer Protection Concerns Improper acceptance of deposit fundswithout accurately verifying eligibility criteria at the onboarding stage. 
Unjustified delay in returning my funds, now held for over XXXX weeks, with contradictory explanations from your representatives. 
Lack of transparency, and inconsistent or misleading communication by customer service. 
Unfair treatment and disregard for due process, despite my full compliance with document requests and legal presence in the U.S.

________________________________________ Action Requested I request immediate action and written confirmation of the following : Full release and return of my funds via ACHto my XXXX  XXXX XXXX account as originally promised. 
Confirmation that both accounts are closed, with no future charges or holds. 
A formal explanation of how this mishandling occurred, and what corrective actions will be taken.

A copy of Axos Banks internal complaint escalation policy.

Due to the gravity and lack of resolution despite my multiple attempts, I am also submitting this complaint to the Federal Deposit Insurance Corporation ( FDIC ) for further investigation and oversight. 
Please treat this as a formal complaint and respond within XXXX business days. 
Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Apt XXXX XXXX, GA XXXX

Company response to consumer: Closed with explanation