Consumer complaint received 2026-01-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: AXOS FINANCIAL, INC.
State: NC

Complaint narrative:
This complaint concerns Axos Banks prolonged and inconsistent handling of a valid debit card dispute involving a charge that should not have posted, resulting in repeated procedural resets, lack of resolution, and ongoing financial hardship despite full documentation and cooperation.

Timeline and Background XX/XX/XXXX Reservation made with XXXX XXXX XXXX XXXX XXXX. 

XX/XX/XXXX at XXXXXXXX XXXX Reservation cancelled within the merchants stated cancellation window ; no stay or services occurred. Despite the timely cancellation, the transaction still posted. Because the reservation was cancelled within the permitted window and no services were provided, the debit should not have finalized and should be reversed. 

The merchant later confirmed the cancellation and explicitly instructed me to pursue the refund through my bank, stating they were unable to return funds to the original payment method due to system limitations. Axos has written documentation of this. 

XX/XX/XXXX I filed a debit card dispute with Axos for the {$710.00} transaction. Axos confirmed receipt in writing and stated the investigation could take 10 days. 

XX/XX/XXXX Axos requested a signed dispute affidavit. I submitted the completed affidavit the same day, along with extensive supporting documentation, including cancellation confirmation and written merchant communications. Axos acknowledged receipt and confirmed the dispute was being worked. The affidavit request stated it was required for provisional credit. 

XX/XX/XXXX I formally notified Axos of financial hardship and requested credit due to the ongoing delay, explaining that the disputed funds were required for rent and basic living expenses. This request was made early in the dispute process and remains applicable now due to continued delay.

Approximately one week later Axos requested the same affidavit again, citing a missing reason field, despite that field not being marked as required on the original form and despite the reason already being addressed elsewhere in the affidavit and supporting documentation. To avoid further delay, I resubmitted the affidavit the same day, even though Axos had already acknowledged receipt of a completed version. 

XX/XX/XXXX Axos again acknowledged receipt of documentation but issued no credit and provided no definitive resolution timeline or explanation. 

XX/XX/XXXX In Axoss response to a regulatory inquiry, Axos stated that a chargeback was initiated on this date. This date was not communicated to me directly. Axos has also been aware throughout this process that the merchant will not return funds directly and that the dispute was pursued at the merchants instruction. 

XX/XX/XXXX Axos sent a message requesting a dispute form identical to the one already requested and submitted on XX/XX/XXXX, effectively restarting the dispute process despite prior acknowledgments that all required documentation had been received and that the dispute was under investigation.

Current Issue This pattern reflects repeated procedural resets, inconsistent explanations, and ongoing delay despite full cooperation and documentation on my part. The issue is not missing documentation, merchant response, or customer cooperation. The issue is Axoss failure to bring this dispute to resolution after acknowledging receipt of materials and initiating a chargeback.

Clarification Regarding Credit Request My request for credit is being made as a goodwill accommodation, not as an assertion that provisional credit is legally required in every merchant dispute.

However, Axoss handling of this matter including prolonged delays, contradictory guidance, and repeated duplicate requests has extended this dispute far beyond a reasonable timeframe and has directly caused significant financial hardship. I am currently unable to meet essential obligations including rent, insurance, medical expenses, and other basic living costs as a result of this delay.

Given the undisputed cancellation within the merchants policy, written merchant instruction to pursue the refund through Axos, Axoss repeated acknowledgment that all required documentation has been submitted, the initiation of a chargeback, the length of time this dispute has remained unresolved, and documented and ongoing financial hardship, I am requesting immediate corrective action. 

Specifically, I am requesting issuance of a goodwill provisional credit or immediate final resolution of the dispute, a clear written explanation for the repeated duplicate requests and procedural resets, and a definitive resolution timeline.

Company response to consumer: Closed with explanation