Checking or savings account -- Managing an account -- Complaint #18667046
Complaint Overview
Complaint ID: 18667046
Company: Axos Financial, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
State: North Carolina
ZIP Code: 283XX
Date Received: 2026-01-12T12:00:00-05:00
Date Sent to Company: 2026-01-12T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2025, I canceled a hotel reservation with XXXXXXXX XXXX XXXX ( XXXX XXXX ) for reservation made on XX/XX/2025 well within policy. The merchant confirmed that the reservation was eligible for a refund but advised that, due to their payment processing policies, I was required to file a dispute with my bank in order for the refund to be issued back to my original debit card. I followed the merchants instructions and submitted a dispute through Axos Bank for the amount of {$710.00}. Axos Bank accepted the dispute and issued a confirmation number, advising that the claim was under review on XX/XX/2025. The transaction itself was authorized ; however, Axos Bank has failed to provide timely provisional credit or a clear written explanation regarding the status of the dispute. As of today, the funds remain unavailable to me. Under Regulation E ( 12 CFR 1005.11 ), when an investigation can not be completed within the required timeframe, the bank must provide provisional credit while the investigation continues. Axos Bank has not met these obligations, leaving me without access to funds that should be available during the dispute process. I am requesting that Axos Bank comply with Regulation E by issuing provisional credit immediately and providing documentation regarding the handling and status of this dispute.
Frequently Asked Questions
What is Complaint #18667046 about?
Complaint #18667046 was filed against Axos Financial, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2026-01-12T12:00:00-05:00.
How did Axos Financial, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Axos Financial, INC.?
Yes, visit the Axos Financial, INC. company profile at readthecomplaint.com/company/axos-financial-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.