Consumer complaint received 2026-01-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: AXOS FINANCIAL, INC.
State: GA

Complaint narrative:
CFPB Complaint Draft Financial Institution : Axos Bank Product : Checking Account / Debit Card Issue Type : Unauthorized transactions, account manipulation, failure to safeguard funds, improper handling of Social Security deposits Complaint Narrative I am submitting this complaint to report serious concerns regarding apparent account intrusion, transaction manipulation, and mishandling of Social Security deposits associated with my Axos Bank account.

Approximately three weeks after account opening, material changes occurred that strongly indicate unauthorized interference with how transactions are displayed and processed within my account dashboard. These changes include, but are not limited to : Transactions no longer displaying posting dates consistently Transactions appearing out of chronological sequence Previously completed debit card transactions being re-labeled as " processing '' after funds had already been withdrawn Duplicate debits for the same transactions This pattern effectively prevents timely disputes and obscures accurate accounting of withdrawals. The appearance of transactions reverting to " processing '' after completion creates confusion and results in additional withdrawals once processing is finalized.

These issues have escalated and now appear connected to the handling of my Social Security deposits. Specifically : I received false or misleading mail presented as originating from Social Security, advising of early deposits My most recent Social Security deposits were initially shown available in my Axos on XXXX XXXX as with available balance account, then subsequently reversed or changed making the deposit on XXXX as not visible and moving it to XXXX, This resulted in giving the transaction listing an appearance of over drafting the account, when in fact it was apparent that funds were apparently available as the transactions would decline, thus however the account is egregiously showing incorrectly funds unavailable after they were shown available. 
Debit card transactions were approved during periods when the account display showed a negative balance, indicating that funds must have been available at authorization despite the customer-facing portal reflecting otherwise Each affected debit transaction displays as a negative entry, even though the transactions were approved A Social Security deposit originally made on the XXXX is now displayed in the account portal as if it occurred on a later date, altering the transaction history I have contacted Axos Bank multiple times to report these issues and to request clarification, correction XXXX  To date, I have not received a satisfactory explanation or resolution. In addition the balance is shorted as either from duplicate transactions or displaced funds from the intrusion The continued alteration of transaction sequencing, posting dates, and dispute accessibility raises serious concerns regarding account integrity, internal controls, and compliance with federal consumer protection requirements. 
Given the involvement of federally sourced Social Security funds, these issues are particularly serious and warrant immediate regulatory reviewXXXX XXXX  Whether Axos Bank has adequately safeguarded my account from unauthorized intrusion or manipulation Whether transaction processing and display practices comply with federal banking and consumer protection laws Whether Social Security deposits were improperly delayed, displaced, or misrepresented Whether Axos Bank failed to provide a reasonable means to dispute transactions Whether internal systems allowed or failed to detect account interference

Company response to consumer: Closed with explanation