Consumer complaint received 2024-05-02 00:00:00
Product: Money transfer, virtual currency, or money service — Check cashing service
Issue: Fraud or scam — 
Company: AXOS FINANCIAL, INC.
State: MI

Complaint narrative:
XX/XX/XXXX - XXXX setup a bill pay via XXXX to pay a vendor from my business account. I have done this many times over the years. XXXX processes the request by sending a check to my vendor. XXXX sends the check from their secure location with their signature and accounts. The money is pulled from my account. The check XXXX sent was XXXX for the amount of {$4500.00} to XXXX XXXX XXXX. 

XX/XX/XXXX- XXXX XXXX XXXX contacted me to advise they never received the payment. I logged on to XXXX. The check had cleared and was paid. I downloaded the screenshot of the cashed check that XXXX sent directly from their facility. The check appeared to be scrubbed and did not list XXXX XXXX XXXX as the payee. XXXX XXXX XXXX was the new payee on the check with the address listed as XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX XXXX, IL XXXX. On the back of the check was XXXX 's signature with the statement, " For Axos Mobile Deposit Only. '' It appears the check was processed by " XXXX XXXX ( XXXX XXXX, CA ) XXXX La XXXX XXXX '' on XX/XX/XXXX. 

XX/XX/XXXX ( Continued ) - I went to my local XXXX branch to get their help in resolving the issue. XXXX XXXX XXXX at the XXXX XXXX XXXX spent XXXX hours with me putting together the claim to submit to XXXX 's fraud department. She assured me it would be taken care of within 90 days. The claim number is XXXX. 

XX/XX/XXXX - I emailed XXXX and XXXX at XXXX to see if they had an update. They did not reply. I called the claim phone number for XXXX. They advised they'd been sending letters to Axos Mobile, but they haven't responded so there was nothing XXXX could do. I decided that XXXX was already passed the 90 day period for fraud claims so I needed to contact Axos Mobile who deposited the check to try to get the money back myself. I spoke to XXXX at XXXX XXXX  at Axos Mobile. He said he could see XXXX filed a claim against them and didn't see any reason it wouldn't be paid out. Their case number was XXXX. 

XX/XX/XXXX- XX/XX/XXXX - I contacted both Axos Mobile and XXXX many times via their customer service lines. Both of them said there was no action as Axos Mobile wasn't responding to XXXX 's letters so XXXX couldn't do anything. Axos Mobile would often put me on hold when they found out I was calling about the claim then the line would go dead. At XXXX point, I spoke with a kind woman at Axos Mobile. She could see they closed the claim, but she reopened it and escalated it as she could see the check was fraudulently deposited. She said her managers would be contacting XXXX to get this claim sorted. Additionally, when I spoke with a customer service agent with XXXX he advised that the situation at XXXX was not going well, and I should file a claim against XXXX and Axos Mobile with the Consumer Financial Protection Bureau. 

XX/XX/XXXX- XXXX advised that XXXX would not pay out the claim, because Axos Mobile hadn't paid them. I argued that XXXX sent the check themselves, and I use their services to protect myself from fraud. He agreed and advised that I file a claim against XXXX and Axos Mobile with the Consumer Financial Protection Bureau. 

XX/XX/XXXX ( Continued ) - I emailed and called XXXX XXXX at XXXX. She is the XXXX XXXX of XXXX XXXX Banking in XXXX XXXX. I explained to her the situation. She said she would help. She asked me to file a police report as well as file a report with the FBI. 

XX/XX/XXXX - I filed a claim with the XXXX XXXX Police Department. The claim is XXXX. I also filed a claim with the FBI per XXXX 's request. 

XX/XX/XXXX - XXXX emailed a XXXX XXXX article to XXXX and XXXX that showed that XXXX XXXX XXXX was arrested again this spring for check fraud. 

XX/XX/XXXX - As of this date, Axos Mobile has not paid the claim for the fraudulent check they deposited.

Company response to consumer: Closed with explanation