Consumer complaint received 2024-12-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: AXOS FINANCIAL, INC.
State: MN

Complaint narrative:
My monthly mortgage payment is {$1500.00}. I have NEVER been LATE on a payment. My bank account verifies that in the months of XXXX, XXXX, and XXXX my mortgage payments were paid ON TIME and IN EXCESS of my monthly payment. In XXXX, XXXX, and XXXX Axos Bank auto withdrew {$2100.00} for each of these 3 months from my bank account without notification. I contacted Axos bank in XXXX about the errors by email and phone without explanation except that they had opened an escrow account that I DID NOT AUTHORIZE. ( Please note I was never able to reach anyone in the escrow department despite multiple attempts and requests ). The only way I could get anyone from Axos Bank to discuss the overage charges with me was to file disputes with Axos Bank for the XXXX overage payments withdrawn in XXXX, XXXX, and XXXX. When someone attempted to reply to my disputes, I was assured the escrow error was being addressed and the excess withdrawals would not happen again. In XXXX, my bank account was auto debited an additional {$2100.00} without notification. In XXXX, I placed a stop payment on my bank account to Axos Bank and canceled automatic withdrawals. It took a LOT of effort to try to figure out from Axos Bank why the excess withdrawal amounts were being debited from my account. After many conversations with multiple representatives at Axos Bank, I came to the conclusion that Axos Bank was charging me an insurance fee ( I do not escrow ) NOT on my condo unit that I own and have a mortgage for, as well as insurance, but for the XXXX other condo units in my XXXX unit complex. Essentially, Axos Bank was charing me insurance for my condo building. After I provided documentation of the HOA insurance, Axos Bank refunded my the full amounts they had debited in error from my account. This took until XX/XX/year> to resolve due to lack of information provided by Axos Bank. They NEVER requested a copy of the insurance policy for my HOA, I had to guess this is the documentation that they required. Also, in XXXX, I had requested for any associated " fees '' to be refunded due to the Axos Bank error. In XXXX, an Axos Bank representative " approved '' my request to not be charged any associated fees. However, my XXXX mortgage statement reflected a {$75.00} late fee. When I inquired with Axos Bank why I was being assessed a late fee in XXXX before paying my XXXX mortgage payment, an Axos Bank representative confirmed it is a late fee for my XXXX mortgage payment that not only was made on time, but in excess of what I was required to pay. I have provided documentation of the Axos Bank error, the excess Axos Bank withdrawals, on time payments withdrawn from my bank in excess of my monthly payment for the month of XXXX ( see attached image ), and the " approved '' Axos Bank fee reversal ( see attached image dated XXXX XXXX XXXX ). I reached out to Axos Bank in the month of XXXX multiple times by email and also by phone. ALL online representatives state an error was NOT made and that the fee is accurate. ALL phone representatives state an error was made and I should not be charged a fee, but are unable to escalate my concern. Please note most communication was documented on the Axos Bank platform and I am happy to provide further documentation upon request. My desire is 1. to have the erroneous fees removed and 2. to have Axos Bank remove the erroneous late fee payment error reported to all 3 credit bureaus and indicate NEVER LATE on my mortgage to all 3 credit bureaus.

Company response to consumer: Closed with explanation