Consumer complaint received 2025-11-17 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Title loan
Issue: Vehicle was repossessed or sold the vehicle — 
Company: AXOS FINANCIAL, INC.
State: MD

Complaint narrative:
I have had some misinformation given to me by customer service. Lack of support from the customer support staff. And confusing information. My last payment to Axos was XX/XX/XXXX of XXXX. On XX/XX/XXXX I received a notice that XXXX was due. I have been falling behind due to working partime as a result of a medical condition. I was hoping to get on a hardship plan with Axos. I received a letter on or about XX/XX/XXXX that I had been given final notice. Amount due was to be XXXX and I needed to contact Axos. On XX/XX/XXXX I called XXXX. I spoke to a lady that was very evasive. I asked if I could have the phone number to the hardship department to request a payment plan. She said there is no hardship department and did not care to elaborate. So we talked about promise to pay. I was told I could split payments into XXXX different days. I let her know it would be the XXXX and XXXX. We never spoke about a XXXX payment. It seemed as though I was written off at that point because I requested hardship assistance. No information was offered at that point. On XX/XX/XXXX I received a notice XXXX was due. On XX/XX/XXXX I paid XXXX only because the online system doesnt allow for putting in your own amount. On XX/XX/XXXX I received a notice that XXXX was due. I had confusion because the day before I was told my payment was less and due on XX/XX/XXXX. Yet a day later the letter says XXXX due XX/XX/XXXX. Nothing else to explain why such a discrepancy. On XX/XX/XXXX i paid XXXX and i thought i would get another notice stating that i made XXXX payments and would owe a small amount that i could call and make the payment. I made XXXX payments in XXXX. That in my mind was my XXXX and XXXX payment. On XX/XX/XXXX I received a different kind of amount due letter. This one said I owed XXXX. How does that equate to the previous notice stating I owed XXXX? On this notice I saw a reversal of my XX/XX/XXXX payment not once but twice. Also, my XX/XX/XXXX payment was not listed on this statement. I was concerned about misinformation. I called my bank. Axos tried to take out XXXX payments on the XXXX causing an overdraft. Had their system only tried the XXXX payment, it would have been accepted. This caused my account to become way over due. Reversal of that payment and not showing my next payment. XX/XX/XXXX or there about my car was picked up. I called Axos on XX/XX/XXXX to find out if I would receive anything regarding the XXXX and the steps I needed to take. The guy informed me I had already received an email giving me the steps and past due amounts to reinstate. I let him know I did not have the email. He asked me to check junk mail. I still said no email. He said he was sending the rep department a message to send the email again. He assured me I would have it by that night. I waited a few hours. No email. I called back to XXXX requesting to speak to the repo department. I was told there would be no more communication that my car was already purchased and I would have to call XXXX. They now owned the car. I would have to ask them about buying the car. I called that number and the girl stated I had been misinformed. They do not ever own any vehicles. She suggested I call Axos again. So then I called Axos. I spoke to someone that had a hard time with my situation. He said he emailed his supervisor. I asked to speak to a supervisor. He just glazed over my request and put me on hold. He came back to tell me there would be no offer. There was no one to speak to and I was not going to be offered anything. I was not given any helpful information. No further assistance. Just left in the dark at this point. To date I have not received a 5 day registered or certified written notice. I was never told I had a right to redeem according to MD XXXX showing total cost and deadline for redemption. I feel the company has been secretive, unethical, unfair, misleading, withholding information, and my rights through this all have been violated. From the start I was told there is no hardship department. Yet I was never given information that I had a right to go on the messages website and conduct a letter requesting hardship. That could have saved me from getting to this point. I have received confusing statements. Inconsistent information. My account was erroneously overdrawn by Axos system. Causing further confusion and default. I was given hope that a recertification letter would be coming. My vehicle is gone already. And there is no more information to help me. Now I have nothing in hand to give me Maryland required information. This has been stressful and I am emotionally drained. I would like for Axos to put me back where I was in XXXX. Offer the hardship request. Reinstate my loan and allow me to get my vehicle back. I feel its only fair since I have been given so much misinformation. This has not been fair to me or my rights. My phone number is incorrect on the next screen. Its XXXX

Company response to consumer: Closed with explanation