Consumer complaint received 2026-02-11 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:
I am filing this complaint due to XXXX Banks continued refusal to resolve a valid XXXX chargeback dispute initiated on XX/XX/year>, involving {$710.00}. The merchant ( XXXX Hospitality/OYO/Motel XXXX XXXX XXXX XXXX writing that the reservation was cancelled within policy, that no stay or services occurred, that a refund is owed, and that I was instructed to file a dispute with my bank because they could not process a refund directly to the original payment method. 

XXXX initiated a chargeback on XX/XX/year>. They have still refused to acknowledge this date when asked directly about it. I only know the date of initiation because it was written in a prior response to a regulatory complaint. Under XXXX rules, merchants generally have XXXX days to submit representment. XXXX  days from XX/XX/XXXX was XX/XX/year>. XXXX formal response is dated XX/XX/year>, yet they state they are still awaiting a merchant response and provide no clarification regarding the actual procedural status of the chargeback. 

XXXX has not disclosed whether the merchant submitted representment within the XXXX deadline, whether the merchant failed to respond, whether the chargeback has already resolved under network rules, what exact stage the dispute is currently in, or what governing framework is being applied. Instead, XXXX references a vague XXXX dispute period while simultaneously stating this is not a Regulation XXXX unauthorized transaction dispute. They can not rely on Regulation XXXX timelines while disclaiming Regulation XXXX protections. If this is a XXXX card network dispute, then XXXX chargeback rules apply and the Bank must clearly identify the stage and applicable deadlines. If they are treating it as Regulation XXXX, then regulatory investigative requirements apply. Their response blends timelines in a way that creates indefinite delay. 

XXXX can not retain my {$710.00} simply because the merchant has not reimbursed them. The allocation of loss between the issuing bank and the merchant is not the cardholders responsibility. If the merchant failed to respond within Visas required timeframe, the chargeback stands under network rules. If issuer liability attaches, that is a risk assumed by the bank. My funds can not be withheld based on XXXX recovery efforts. 

XXXX also received a direct escalation complaint submitted to their so called compliance department. My compliance escalation email was originally met with a this inbox is not monitored message. No substantive response was provided until regulatory complaints were filed. The Bank ignored direct escalation and only responded after CFPB and XXXX complaints were initiated. So they leave no choice but to file regulatory complaints just to get a response thats not a template or attempt to reset Additionally, an XXXX agent referenced a potential refund via XXXX from the merchant during a phone call. I considered that option solely for speed. When it became clear it would involve further delay and additional information beyond what is required for a XXXX transfer, I refused anything except a refund to the original payment method, which is legally required unless I fully consent to an alternative method. I want to address this here prior to XXXX using it as a delay tactic later as my refusal is noted XXXX in documentation provided to XXXX. 

XXXX has documentation showing valid cancellation within merchant policy, merchant acknowledgment that a refund is owed, merchant instruction to file dispute with the issuing bank, and chargeback initiation on XX/XX/year>. Despite this, XXXX continues to provide vague language and refuses goodwill credit while also refusing to clarify chargeback stage or timeline. 

I am requesting for XXXX  to identify the exact XXXX chargeback stage currently applicable to this dispute, confirm whether representment was received within XXXX  days of XX/XX/year>, clarify the governing framework being applied ( Visa network rules versus Regulation XXXX since they switch timelines between XXXX  network rules and XXXX XXXX XXXX  days timeframe dependent on what suits them ), provide a definitive resolution timeline, and return my {$710.00} if the merchant failed to respond within Visas timeframe or if issuer liability applies under network rules. XXXX  can not indefinitely withhold my funds due to internal recovery efforts with the merchant. This delay is causing financial hardship.

Company response to consumer: Closed with explanation