Consumer complaint received 2026-05-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: AXOS FINANCIAL, INC.
State: NY

Complaint narrative:
I am filing this complaint against Axos XXXX for unlawful retaliatory account suspension, wrongful withholding of funds, and a five-year pattern of financial negligence that has caused me significant and ongoing harm. On XXXX XXXX, XX/XX/year>, I contacted Axos XXXX to exercise my federally protected right to dispute a {$10.00} charge on my account pursuant to the Electronic Fund Transfer Act ( EFTA ) and Regulation E. The customer service representative refused to process my dispute without explanation and abruptly terminated the call. My account was immediately suspended without my authorization, without prior notice, and without any written justification in direct retaliation for attempting to file a legitimate consumer dispute. I was respectful and composed throughout the entire interaction. There was no legitimate basis for this suspension. As of today, XX/XX/year>, I have been completely locked out of my account and the Axos mobile app for four consecutive days. Axos XXXX has failed to issue a replacement debit card, has provided no written explanation for the suspension, and has made no attempt to contact me or resolve this matter. I have zero access to my own funds. The consequences of this unlawful suspension are severe and immediate : I am unable to purchase food or basic necessities I am unable to purchase a uniform and work boots required to begin new employment this week I am unable to pay for a required professional certification exam scheduled for tomorrow I have suffered significant emotional distress as a direct result of Axos XXXX actions When I informed the representative that I intended to file regulatory complaints, the representative responded go ahead demonstrating willful and deliberate disregard for my federally protected consumer rights. Furthermore this is not an isolated incident. I have been a loyal Axos XXXX customer for several years and have experienced a consistent pattern of unresolved customer service failures throughout this entire period. Beginning approximately in XXXX following the deposit of a federal tax refund during the Covid-19 pandemic, I began noticing significant irregularities in my transaction history that have never been properly investigated or resolved despite repeated contacts with customer service. These irregularities raise serious concerns about the integrity of my account records and the possibility of unauthorized access or manipulation of my account data by Axos Bank personnel. Axos XXXX has violated the following : Electronic Fund Transfer Act ( EFTA ) and Regulation E wrongful denial and retaliation against a consumer dispute Federal consumer protection regulations failure to provide notice or written explanation for account suspension Federal banking regulations failure to maintain accurate and consistent account records Fair banking practice standards retaliatory and abusive treatment of a longtime consumer I am demanding the following immediate remedies : 1. Immediate reinstatement of my account and full unrestricted access to my funds 2. Removal of the disputed {$10.00} charge 3. A full written explanation for the account suspension delivered to me directly 4. A complete audit of my transaction history from account opening to present 5. Confirmation in writing that no adverse action has been or will be reported to any credit or banking agency as a result of this suspension 6. Compensation for all damages resulting from four days of unlawful fund withholding I have also filed formal complaints with the Office of the Comptroller of the Currency, the Federal Deposit Insurance Corporation, the New York State Attorney General, XXXX XXXX XXXX, and the Office of Congresswoman XXXX XXXXz . I am also prepared to pursue civil litigation in XXXX XXXX Civil Court for all damages resulting from this pattern of negligence and todays unlawful suspension if this matter is not resolved immediately. No consumer should be locked out of their own funds for four days over a {$10.00} dispute with no explanation, no card, no communication, and no resolution.

Company response to consumer: Closed with explanation