Consumer complaint received 2021-08-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: AXOS FINANCIAL, INC.
State: NJ

Complaint narrative:
I have a joint checking account with Axos Bank. They restricted our account after they were not successful at processing my outgoing international wire transfer. They required documents for identity verification and both of these joint account holders supplied them in a timely manner to Axos Bank. After they did not receive the same DL ( it has been changed and updated due to relocation ) from one of the account holders they froze this account. I reached out to them several times through their customer service phone number and secure emails. They demand to present one of the account holders with the same DL that this account has been opened with. They were advised that the original DL has been replaced and we can present any information for identity verification they might use to resolve the issue. It has been several weeks without making any progress. After that, we specifically asked them to cancel the wire transfer, close this account and get our money back. At this time they reply back via secure email through our checking account with the same demands once a week without any progress. 

Axos Bank customer service is incompetent, extremely slow, and unprofessional. I have been hung up by their reps. I have been harassed by their reps via secured emails without signing their names. If you ran into a problem with them - the customer service ph # does not help you with anything and just asks you to send a secure message through your account without giving you an exact info where this message is going to. XXXX customer support is only for new business and deposits inquiries. If you ask for a specific department and higher management details - their response is that they don't know it and therefore can't provide you with that. So for all your issues with Axos you have to send an email to a general mailbox and wait XXXX business days for their response. They are not attentive to your needs and sometimes don't even understand your question and give you an answer about a totally different issue. When they reply back to you and it wasn't in their expertise they just keep forwarding all the emails in between the departments without really solving your problem. If you like to speak with a supervisor or a manager or file a complaint you have to follow the same procedure - an email. It has been 2 weeks of exchanging emails without any progress in regards to my account closure and getting my money back. They really give you a run around before you can actually get your money back. This bank is clearly violating consumer rights and I will escalate this issue to the higher organizations. I would not recommend this bank to anyone. 

I contacted Axos Bank on XX/XX/2021 around XXXX XXXX  and was helped by the CSR from the Personal Banking Department whose name is XXXX XXXX. This CSR did not help me with the issue I was having and just wanted to get rid of my call by supplying me with their general email for inquiries and phone numbers where I can call. XXXX XXXX did not supply me with the department name she was referring me to or the supervisors info. After several attempts of getting specific contact info or filing a complaint with the manager she just hung up on me. I called right back to get all the details for that CSR who hung up my call and violated my customer rights and was able to find her name through the record phone call on my file with help of another CSR. I will contact her supervisor XXXX to address all improper practices their CSRs are allowed to do at this department, violating company policies and customers rights. I will also escalate this issue to higher instances. I do not recommend Axos Bank to anyone.

Company response to consumer: Closed with explanation