Consumer complaint received 2025-12-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Didn't receive terms that were advertised
Company: AXOS FINANCIAL, INC.
State: FL

Complaint narrative:
I am filing this complaint regarding Axos Banks refusal to honor a {$200.00} promotional bonus associated with promo code XXXX, despite my compliance with all disclosed terms and conditions. I opened my business checking account on XX/XX/year> and met the average daily balance requirments for XXXX statement cycle with the first increment of the bonus to be deposited XXXX business days from XXXX cycle closing, which would be around XX/XX/XXXX. 
I relied on Axos Banks promotional representations when opening this business checking account. The promo code was entered during the application process and was a material inducement for opening the account. Axos Bank subsequently approved the account instantly and permitted account activity without requesting any additional documentation. 
After all promotional requirements were satisfied, Axos Bank denied the bonus, asserting ( XXXX ) that the promo code was not used and ( XXXX ) that Articles of Incorporation were not provideddespite the fact that such documentation was never requested during onboarding or at any time prior to denial. 
Promo code XXXX was entered at the time of application. 
Account approval was immediate, with no conditional or provisional status disclosed. 
Axos Bank did not request Articles of Incorporation or notify me that bonus eligibility was contingent upon such documentation. 
Axos Banks denial occurred after the qualifying activity was completed. 
Axos Banks actions raise concerns under unfair, deceptive, or abusive acts or practices ( UDAP ) standards, including but not limited to : Axos Bank failed to clearly disclose any requirement that bonus eligibility depended on additional documentation beyond account approval. Withholding or retroactively asserting material conditions constitutes a deceptive omission. 
Advertising a promotional bonus to induce account opening, then denying payment based on unsupported or undisclosed conditions, is consistent with prohibited bait-and-switch behavior. I reasonably relied on Axos Banks promotional offer and approval process. A banks internal failure to track promo code entry or onboarding documentation can not be shifted to the consumer after reliance has occurred. 
If Axos Bank can not verify promo code usage, this reflects an internal control or system deficiency. Such deficiencies do not excuse non-performance of advertised promotional obligations. Denying a bonus based on documentation never requested prior to or during qualification violates principles of fair dealing and transparent disclosures. 
To ensure accuracy, I restarted the application process prior to submission to confirm that the promo code appeared in the appropriate section of the application, and it did. Only after confirming that the promo code field was present and correctly completed did I proceed with the account opening. 
Based on this diligence, I affirm that the promo code was entered correctly and intentionally. Axos Banks claim that the code was not used is inconsistent with my actions and understanding at the time of application and suggests a system tracking error or internal processing failure rather than consumer error.

Company response to consumer: Closed with explanation