Consumer complaint received 2025-10-03 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: PA

Complaint narrative:
Dispute amount {$2300.00} Claim # XXXX ( filed XX/XX/year>. 

As of XX/XX/year>, more than one month has passed and no resolution has been provided. 

I have followed up with Axos every two weeks since filing these disputes, but I have received no provisional credit, no written acknowledgment of an extension, and no final determination. 


am submitting this complaint against Axos Banks response dated XX/XX/year>, concerning my unauthorized transaction dispute claims. 


Key Points of complaint : 1. Incorrect Statement Regarding Documentation : Axos Bank claims the dispute was delayed because the documentation I submitted was in a foreign language. 
This statement is false. I personally filed an affidavit in English regarding the disputed transaction ; there was no foreign language documentation submitted.

I have reached out to the claims department 14 times regarding this matter, and at no point was I informed of any foreign language issue. The only response I ever received from the Bank was that a chargeback had been initiated and I would be notified only if the merchant responded.

2. Failure to Timely File or Acknowledge Dispute : Axos Bank did not initiate or investigate the dispute until after I filed a complaint with the CFPB. 
I have XXXX separate claims of unauthorized charges that remain pending, without a single acknowledgment from the Bank. 
3. Unprofessional and Unethical Behavior : When reaching out to the claims department, Bank representatives either hung up on me or promised to call back but never did.

This behavior is both unethical and unprofessional, and demonstrates a pattern of noncompliance with consumer protection obligations.

4. Violation of Feder
al Consumer Protection Laws : Regulation E ( 12 CFR 1005.11 ) : Requires resolution of unauthorized debit/ACH/ATM disputes within 10 business days, or issuance of provisional credit while investigating.

Regulation Z ( 12 CFR 1026.13 ) : Requires credit card issuers to acknowledge a billing error dispute within 30 days and resolve it within 90 days. 
Axos Banks repeated failures to provide acknowledgment, provisional credit, or resolution appear to be systematic violations of these regulations. 
5. Request for Regulatory Action : I respectfully request that the CFPB take the following actions : 1. Require Axos Bank to provide immediate final resolution for all pending claims.

2. Require Axos Bank to provide a written explanation regarding the false claim of foreign language documentatio
n and the timeline of dispute handling.

3. Ensure Axos Bank complies fully with federal consumer protection laws for all current and future disputes.

The Banks misrepresentations, repeated failures, and unprofessional conduct have caused unnecessary delays, financial inconvenience, and stress. I request that the CFPB take this matter seriously and require Axos Bank to rectify these violations immediately. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX

Company response to consumer: Closed with explanation