Consumer complaint received 2025-11-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: AXOS FINANCIAL, INC.
State: PA

Complaint narrative:
Final Comprehensive Complaint Letter To : Axos Bank Attn : Corporate Compliance Department & Office of the President Address : XXXX LA XXXX XXXX XXXX, XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX From : XXXX XXXXXXXX XXXX XXXXXXXX XXXX Address : XXXX XXXX XXXX, XXXX, XXXX XXXX Date : XXXX XXXX XXXX Subject : URGENT EMERGENCY COMPLAINT - Formal Appeal of Final Decision ( Ref :! XXXX. ! XXXX ), Disputed Claim ( Case # XXXX ), and Notice of Potential Legal Violations Account Holder 1 : Name : XXXX XXXX Email : XXXX Phone : XXXX Portal Username : XXXX Date of Birth : XXXX SSN : [ XXXX ] Account Holder 2 : Name : XXXX XXXX XXXX : XXXX Phone : XXXX Portal Username : XXXX Date of Birth : XXXX SSN : [ XXXX ] Affected Account Numbers : Checking ( Partial ) : XXXX Checking & Saving : We do not know our full account numbers because you have locked us out of our portal. Please locate all associated accounts using our names and Social Security Numbers.

To Whom It May Concern, We are writing to file a formal emergency complaint and to appeal three separate, urgent issues : The final decision to terminate our banking relationship ( Ref :! XXXX.! XXXX ). 

The denied decision on our previous dispute, Case # XXXX. 

New, unresolved financial discrepancies, including a wrongful negative balance. 

Issue 1 : The Wrongful Termination Our relationship was terminated improperly, without a good-faith human investigation, and as a direct act of retaliation. Your bank provided us with two different, contradictory reasons for this action. 

Here is the exact, documented timeline of events from XXXX XXXX XXXX  ( all times XXXX ) : Afternoon ( approx. XXXX XXXX  ) : After a {$140.00} check was rejected, we initiated a Live Chat to resolve the issue. We also tried to correct a clerical error on our account where XXXX XXXX XXXX name is misspelled as " XXXX XXXX, '' which we believe caused the check to fail. 

During the Chat : We spoke with your agent, XXXX XXXX XXXX, and verified our full identity. 

Contradictory Reason 1 : Agent XXXX XXXX XXXX explicitly stated our account was restricted not because of the check, but because of our previous dispute. His exact words ( from our memory ) were : " I can see that you have submitted a complaint requesting the bank to reconsider and conduct a reinvestigation of a previously denied transaction dispute. This is the reason your accounts have been restricted. '' Immediately After Chat : The agent ended the chat. Seconds later, our online portal accounts ( XXXX, XXXX ) were suspended, and we were completely locked out. 

XXXXXXXX XXXX  : Contradictory Reason 2 : We received an automated email ( see Exhibit A ) stating the reason was " Image Fails Security Check. '' This directly contradicts the reason given by your live agent seconds earlier. 

XXXXXXXX XXXX  : Just ONE MINUTE after the rejection email, we received the final, non-reversible notice ( see Exhibit B ) permanently terminating our entire banking relationship. 

After the Chat : The chat bot promised to email us a transcript ( " Ok. Your transcript will be sent to you. '' ) We never received this transcript. This is a critical failure to provide a record of our conversation. 

This timeline proves there was no human investigation. We were terminated seconds after your own agent acknowledged our valid complaint. 

Issue 2 : Previously Denied Dispute We formally appeal your decision on Case # XXXX. We disagree with the original finding and demand it be reopened and reviewed by a new investigator.

Issue 3 : Unresolved Financials & Wrongful Charges Our account was left with outstanding discrepancies : Wrongful Negative Balance : Our account shows a current negative balance of $ XXXX. We formally dispute the chargeback or fees that caused this. We never authorized any such dispute or chargeback. 

Wrongful Fees : We demand that this full negative balance of {$33.00} be waived or credited to {$0.00}. We are not responsible or liable for this amount. 

Pending Deposits : We need to know the final status of two pending mobile deposits for {$0.00} and {$5.00}. 

Notice of Potential Violations of Federal Law We believe this series of events provides evidence that the bank 's actions may be in violation of federal law.

Electronic Fund Transfer Act ( EFTA, Regulation E ) : This law protects consumers who report errors or dispute transactions. Your bank 's action to terminate our relationship, which your agent admitted was because we " submitted a complaint ... to reconsider ... a previously denied transaction dispute, '' appears to be a clear-cut case of illegal retaliatory action against us for exercising our protected rights. 

Fair Credit Reporting Act ( FCRA ) : This law requires you to maintain and furnish accurate consumer information. Your bank had our name misspelled ( " XXXX XXXX '' ). When we attempted to correct this inaccurate information ( our right under the FCRA ), your system terminated our account. 

Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) : The entire sequencefrom the contradictory reasons ( Agent vs. System ), the failed transcript, the retaliatory restriction, and the 60-second terminationconstitutes an unfair, deceptive, and abusive practice.

Our Formal Demands Therefore, we formally demand the following immediate actions : Assign our entire file ( all three issues ) to a new, senior HUMAN investigator for a complete and fair review. 

Formally reopen, reinvestigate, and approve our appeal for Case # XXXX. 

Investigate and reverse the wrongful charges, crediting our account for {$33.00} to waive the negative balance and bring it to {$0.00} or positive. 

Revoke the " final decision '' ( XXXX :! XXXX.! XXXX ) and reinstate our original checking and saving accounts with all restrictions removed. 

Alternatively, if you refuse reinstatement, we demand that you open new checking and saving accounts for us, issue two new debit cards, and provide new portal logins, allowing us to remain your customers. 

Correct all bank records to reflect the legal spelling " XXXX XXXX. '' Provide a full accounting of our final balance, confirming the status of the {$0.00} and {$5.00} deposits and the waiver of the {$33.00} negative balance. 

Provide us with the full, unedited chat transcript from our conversation with XXXX XXXX XXXX on XXXX XXXXXXXX XXXX, which your system promised but failed to email. 

If our relationship is not reinstated, you must mail all remaining funds ( including the {$5.00} from those deposits, if posted ) via check to our address : XXXX XXXX XXXX, XXXX, XXXX XXXX. The check must be payable to XXXX XXXX or XXXX XXXX. 

Final Contingent Demand : If, after your new review, both of our appeals ( for the account termination and for XXXX # XXXX ) are still denied, we demand that you permanently delete, deactivate, and fully remove our portal logins ( XXXX and XXXX ) and all associated data from your system so we can no longer log in. 

Provide a full and final resolution to all these issues by our requested deadline of XXXX XXXX XXXX  
This is an emergency situation. We require an urgent response by XXXX XXXX XXXX  
Sincerely, XXXX XXXX XXXX XXXX List of Attached Evidence We have attached copies of the following communications to this complaint : Exhibit A : Email " Your mobile deposit was rejected '' ( XXXX XXXX XXXX ). 

Exhibit B : Email " End Relationship '' ( XXXX XXXX XXXX ). 

Exhibit C : Email " Mobile Deposit Received '' ( XXXX XXXX XXXX ). 

Exhibit D : Emails " Account Under Review '' ( XXXX XXXX & XXXX XXXX XXXX  ).

Company response to consumer: Closed with explanation