Consumer complaint received 2023-12-29 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: TX

Complaint narrative:
On or about XXXX XXXX XXXX my email account was taken over/hijacked, I was locked out, and unable to get back into my account for several days until XX/XX/2023. Somebody logged into XXXX, XXXX, and XXXX, with my email after they unlawfully took over my email. During this time, XXXX XXXX XXXX and XXXX we're all compromised. Fortunately, I was able to file the complaint with XXXX and XXXX to recover those funds, and XXXX is the only one I have had issues with regarding my dispute. 

On XX/XX/2023 I reported this issue with Axos Bank, my financial institution who closed my Bank Account without notice, after stating that they were only going to reissue me a new debit card since my account number was NOT compromised. 

In the Denial of Fraudulent activity from Axos Bank, I'm not sure how the two page document substantiates that it was a " valid transaction ''. I disputed several transactions and on the basis that I didn't dispute one ( 1 ) transaction doesn't invalidate the claim of fraud taken on that account, it means the dispute should be expanded to include that amount. Furthermore, XXXX stated that I only disputed a charge of {$300.00} which is a combination of the {$6.00} fee XXXX charged me and the {$290.00} transaction ( hence both transactions were disputed ). XXXX automatically declined several of other transactions that were attempted, so even the XXXX system flagged what was occurring as suspicious and fraudulent. 

Furthermore, XXXX stated and Axos Bank used in their determination, that 10 undisputed transactions went through despite the fact that XXXX declined, eight attempted transfers because their system detected the requests as being fraudulent. So there were only two charges which are both fraudulent. As shown on my claim, with Axos Bank and XXXX, I disputed the {$290.00} charge and the {$6.00} charge. I didn't need to dispute the eight additional charges on XXXX because their system detected it was fraudulent activity and didn't allow the transactions to go through ( hence there was nothing to dispute ). 

As you can see in the attached activity log from XXXX, The transactions clearly reflect as " failed '', and " Cancelled '' We're done by XXXX as they were reflected as fraudulent by their automated system. So clearly their system was detecting this was fraudulent, as can be shown by two examples of the charges that were failed and the reason being " The transaction was canceled for your protection ''. 

The amount of {$6.00} + {$290.00} was disputed as reflected on my claim, and I would imagine the IP address would be the same because it was the same person performing the fraudulent activity using my email account. 

How exactly can they claim I was the sender of the funds and the recipient of the funds when XXXX XXXX doesn't allow you to send money to yourself? 

Furthermore, how can the reason for the denial being that I allegedly received or am in possession of alleged merchandise? 

I was robbed and didn't receive anything, can they provide tracking if I had supposedly " received '' merchandise? 

What exactly did I receive?

Company response to consumer: Closed with explanation