Consumer complaint received 2021-07-11 00:00:00
Product: Checking or savings account — Savings account
Issue: Opening an account — Unable to open an account
Company: AXOS FINANCIAL, INC.
State: CA

Complaint narrative:
I request that your agency conduct an investigation of AXOS bank practice for opening an account in terms of misuse, sale, illegal, and XXXX use of confidential and sensitive personal information. 

AXOS Bank is an internet bank based in XXXX XXXX with an office in XXXX XXXX. 

During the last week of XX/XX/2021, I applied to open an account online at XXXX. To complete the application, I was required to submit detail information for SSN. driver license, birthdate, documents for the source of income, and other sensitive personal information. I dare say someone with the information can break into my bank accounts. 

After not hearing any response from the bank, I called the bank at XXXX XXXX. A representative stated that it usually takes about 2 weeks to complete a review of an account opening application but there is a computer problem that prevented the bank from opening my application. I waited several days more and called back. This time the bank stated that my application was under a review. This is the same answer I received from a bank representative a few times since then until XX/XX/2021. 

On XX/XX/XXXX, I spoke to a representative, XXXX. Upon learning that my account application is still under a review and no reason was provided for the long delay. 
I inquired about speaking with a review team member. I was told this is against bank policies. I asked to speak to a customer service supervisor. The representative said a note will be sent to a supervisor. I never got a call back. I asked whether I can withdraw my application and erase my information myself. She stated that I can not do that myself. She offered to erase the application data. Not trusting the bank at that point, I told her not to erase. 

I called the bank again in late XXXX. As usual, it recognized my telephone number as belonging to a person with a pending application. A bank representative, XXXX, came on the line. I asked her for the status of my application. Apparently checking with someone else, she stated that I do not have an open account application. When I mentioned my past history of trying to open an account, she was adamant that I do not have an open application. 
( I called today, XX/XX/2021 and the bank still recognized me as someone with an open account application ). 

I am scared to leave confidential and very sensitive information with the AXOS internet bank. I have changed my PW at financial institutions but with my SSN,, DOB and other personal information, someone else may take over my bank accounts. 

I want to verify myself that my application information is erased. 
I also want to know why my application took so long and why it was never accepted or rejected. 
Did the bank sell my information to someone or organizations? 
Did the bank and/or its employee steal or misused my confidential information? 
Did Axos discriminate against me because my last name belongs to XXXX? 
Did the bank really erase data in my account application? 

Please investigate the above issues using power and authority of your organization. 

Thank you.

Company response to consumer: Closed with explanation