Consumer complaint received 2022-08-26 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: OR

Complaint narrative:
I noticed multiple unauthorized charges from my debit card on XX/XX/XXXX very late after taking my car to a car wash. I tried to report it online, but there was an error. I tried again in the morning of XX/XX/XXXX to report it online using the dispute transaction functionality and got the same error message. So, I called in and reported it to the fraud department who took down all of the transactions I was trying to report. There were over XXXX transactions, mostly around {$12.00} each at local XXXX, XXXX XXXX XXXX XXXX over the course of several weeks. What first caught my attention was the fact that all of these transactions were happening locally while I was traveling out of state with my card. The total money that was taken was over {$1200.00}. Once I reported to the fraud, the fraud department froze my card and the unauthorized transactions stopped on XX/XX/XXXX. I then called in to request a replacement card, which I have gotten in the mail. I also sent a secure message through the online banking website to report the disputed transactions. I then sent messages back and forth through secure messaging with the last message I sent on XX/XX/XXXX. I received a phone call that they needed more information and that I needed to call them back. I called in on XX/XX/XXXX and was on the phone for over XXXX mins during which time I was finally transferred to a supervisor because the rep I was talking to kept saying it was not possible for someone to fraudulently do a chip transaction since I had my card, and so it must be me and would refuse to acknowledge that I was in a different state and you could see on my card statement that I had been using it out of state while there were local charges being made. I explained this to the supervisor and she had no explanation as to how that was possible and asked me to send documentation of my travels through email. I gave proof to my bank on XX/XX/XXXX of where I was traveling and when and specified where it shows several charges on my bank statement from my card in the states I was in that matches my travel itinerary. On XX/XX/XXXX I received a reply email stating that my documentation was received and being forwarded. I have only since gotten communication through the secure messaging online where the representatives keep saying the same thing over and over that my claim was denied based on them being chip transactions but they give no explanation as to how my card was in two places at once and they will not give me information about the supervisor looking at my documentation. They say they can not further help me and refuse to acknowledge the huge security risk posed to their customers. Even though there is undeniable proof that my card was being charged locally on the same days I was using it while traveling, they will not address it. Apparently they think it is more possible to have a card exist in two places at once than it is for someone to have figured out how to mimic chip transactions at XXXX. Not only will they not refund my stolen money, they have terrible customer service that will not directly answer my questions and they refuse to acknowledge their security risk which is unethical and allowing future fraud to openly occur.

Company response to consumer: Closed with explanation