Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There are many reasons to have a complaint with Axos Invest but mine is quite simple.Multiple months ago I changed addresses and updated my address on my account to reflect this. Despite the change on my account, ********************** continued to send me tax forms and statements with the incorrect address on them. After calling and using their website messaging service to fix this issue, they told me they were unable to do so. After escalating to the manager to get my correct address on my official tax forms, I was told "Weve escalated the request to the tax team twice and, unfortunately, theyve informed us that they wont be able to accommodate this change."Again, the change I'm requesting is that I would like my tax forms to display the correct address on my account. ********************** is not only not competent enough to provide accurate tax forms, but are also unwilling to correct mistakes that are brought to their attention.

  Business Response

  Date: 03/27/2025

  Axos Invest takes client feedback very seriously. We have fully reviewed this matter, and a response has been mailed directly to the client on 3/27/2025, in order to protect clients privacy, we are unable to provide details of the response.
  
  Regards,
  Compliance Team
  Axos Invest 

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was locked out of my online account in 2024 and have yet to get access to my account. There is no reason given why I was locked out, they just suddenly revoked my access. I have now called 3 times to get access, the first on February 10, the second on February 27, and now on March 1. I have been promised on each call that my access will be restored in 2-3 business days from my initial request (Feb 10) which has not happened. I have been trying to transfer all of my funds out of **** so I don't have to deal with them anymore, but they won't provide me access to my money via online banking or the information to transfer to another institution. I need immediate access to my account so I can close the account and transfer my money out of their institution.

  Business Response

  Date: 03/18/2025

  Axos Invest takes client feedback very seriously. We have fully reviewed this matter, and a response has been mailed directly to the client on 3/18/2025, in order to protect client privacy, we are unable to provide details of the response.
  
  Regards,
  Compliance Team
  Axos Invest 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23006977
  
  I am rejecting this response because:

  I received a message from **** today that they mailed my letter to the wrong address which was subsequently returned to them. Please mail to the address on file and not any other previous address. No resolution has been provided at this point.

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/31/2025

  According to your inquiry you are experiencing difficulties accessing your account. We understand that this has been frustrating for you. Our team has acknowledged that they have reached out to you and ensured you were able to access your online account.
  
  Please contact Axos Invest at ************ if you have any additional questions.

  Regards,
  Compliance Team
  Axos Invest 

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/15/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My investment account has shown incorrect (i.e., lower) balance information since early October 2024. I have contacted **** multiple times and they keep saying they're aware of the error and trying to fix it, but it's been months now and it's unheard of that a financial institution would not resolve such a fundamental problem as displaying incorrect balance information for months.

  Business Response

  Date: 01/27/2025

  Axos Invest takes client feedback very seriously. We have fully reviewed this matter, and a response has been mailed directly to the client on 1/27/2025, in order to protect client privacy, we are unable to provide details of the response.
  
  Regards,
  Compliance Team
  Axos Invest 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22810138
  
  I am rejecting this response because: I never received a response, either by email or mail, from the business, and I waited until today to make sure I didn't miss it in my mail.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/14/2025

  Axos Invest values client feedback highly. We have thoroughly reviewed this matter and, after several attempts to reach the client via phone and voicemail, we have mailed a response directly to the client on February 14, 2025, via overnight *** with a tracking number. The issue causing the balance discrepancy has been resolved.

  
  Regards,

  
  Compliance Team
  Axos Invest 

  
  

  Customer Answer

  Date: 02/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account with **** on December 10th with a bank transfer from my *********** 260 checking account. I tried using that money to invest within their app and test out how it works, but their app is confusing and some of the features doesn't function properly. I wasn't satisfied with their app/bank, so I decided to transfer my funds back to my account.I tried transferring my funds back several times, but each time I do they send me a direct message asking that I upload my ID, a selfie of me holding my ID, a utility bill, and proof of ownership of my bank. I refuse to upload any of that because that wasn't needed to open my account or transfer funds into this **** account in the first place. I've messaged them letting them know I just want my money transferred back and my account closed. They messaged back saying I need to transfer my funds back to my checking account myself and once my account shows a zero balance, message them back and they'll close my account. I did that once again, and I get the same ridiculous message saying in order to transfer my funds I need to upload all of those requirements.I just want my money back and my account closed. It's not a hard request, and they didn't have any requirements taking my money. I shouldn't have to send them so much just for them to close my account! It's only $25!

  Business Response

  Date: 01/16/2025

  Axos Invest takes client feedback very seriously. We have fully reviewed this matter, and a response has been mailed directly to the client on 1/16/2025, in order to protect client privacy, we are unable to provide details of the response.
  
  Regards,
  Compliance Team
  Axos Invest 

  Customer Answer

  Date: 01/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Became aware of 19 late payments to *********. I have no idea what its for and cannot get information from the bank. I have been trying since April of this year to contact them to get this resolved. I have an excellent credit history with the exception of this one unknown account. I have never received a notice of any amount owed to *********. this bank used to be the ****************, which I did use years ago. I would appreciate any help you could provide in getting this resolved. Thank you so much.

  Business Response

  Date: 10/04/2024

  September 26, 2024
  To whom it may concern,
  This email is to acknowledge receipt of the correspondence from ***** ***** complaint ID ********. ********* takes consumer feedback very seriously. The Bank has fully reviewed this matter and a detailed response has been emailed directly to the consumer on Thursday, September 26, 2024. In order to protect consumer privacy, the Bank is unable to provide BBB with the details.
  In the event the customer has executed an Authorization for Release of Account Information to and by the Better Business Bureau (BBB), the Bank will still be unable to provide the BBB with the details as the consumer cannot waive the banks right to confidentiality. For any questions or concerns, the Bank may be reached at **************.
  Sincerely,
  Compliance Team *********

  Customer Answer

  Date: 12/09/2024

   

  Axos Bank wrote in a letter to the BBB:

  You then attempted to deposit a check in the amount of $******.00 from your Golden Checking account ending in 5690 to the same account.
  Due to non-sufficient funds from the attempted check deposit, $500.00 was advanced from your Overdraft Line of
  Credit (ODLOC) account ending in 5690 to your Golden Checking account bringing the total balance to $718.92.

  This is totally false it is untrue!   Please look at my history with Axos Bank.   I certainly did not try to deposit a ****** check nor did I request $500 from Axos Bank..  I had a zero balance with Axos Bank before this $500 was generated.  I was not informed and 11 payments of $25.00 were automatically Applied to this $500 charge. After the 11 payments were made Axos bank Began to charge a late payment fee of $25 Plus interest until the total was increased to over $800.  

  I have been trying since April 2024 to get Information about this account.  I have called over 50 times without getting any information whatsoever.  I sent two emails but received a notification that the emails had been blocked.  I finally got a call from *** ********, who said that I could clear this account by paying ********* the attached document).  i sent the $420 cashiers check via certified mail.  It was received On September 30, 2024 and signed for by *** ********.

  last week I spoke with axos special assets- ******** ******* ext 5010 who informed me that the bank never received the cashiers check.

  can someone at the BBB please advise me what to do next.  I have done everything that I possibly could do to get this resolved and I still have the 19 late payments attached to my credit report which has destroyed my credit history

  ***** Lois *************************************************************************************************************************************************

  Business Response

  Date: 02/05/2025

  Please see attached

  Customer Answer

  Date: 02/20/2025

   I have received a notice that the check from ********** was received on 9 30 2024 and CASHED ON 10-17-2024.   It has taken time to get a copy from ***** bank because there is not a branch of ***** where I live in **************.  

  I have received voicemails from different people at Axos bank who assure me that my account is now clear and that my credit score has been cleared of the outrageous fraudulent late payment charges on my credit score.    The voicemails assure me that my account is now clear and apologize There is no direct phone to contact them.  This turns out to be just another lie from AXOS.

  PLEASE DO NOT CLOSE THIS COMPLAINT Case #: 22267008).

  I spoke withKathleen *******. Ext 5010. **** special assets ***** ************ who agrees that there is FRAUD involved. 

  PLEASE DO NOT CLOSE THIS COMPLAINT.  I want my account cleared of these fraudulent charges, but now in addition to restoring my credit scoreI want axos Bank To return the money taken from me.

  I was fraudulently charged $500 via a personal line of credit attached to my checking account.  ********************** Deducted $25 per month for 11 months (******).  Axos Bank has charged me $185.55 in interest.  I paid Axos Bank $420 onSeptember ********************************************* full.  I sent the check to Axos Bank in the amount of $420 Only to be told that the money never arrived.  I now have proof that the check was received on September 30 and cashed On October 17.   The total amount that Axos Bank has stolen from me is $1380.55.

  In addition to clearing my account of these fraudulent charges, I would like to ask that Axos Bank reimburse me the $1380.55 That was stolen.   I want to file all of this information with FDIC.  I hope this might deter Axos bank from stealing money from someone elses account like they have done to me.  I will continue to find this until this matter is resolved!

  PLEASE DO NOT CLOSE THIS COMPLAINT (Case #: 22267008)

   

  Customer Answer

  Date: 02/20/2025

  
  

  Business Response

  Date: 03/07/2025

  Please see attached

• Initial Complaint

  Date:01/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am still unable to access my funds/transfer my positions to another brokerage. Axos invest has informed me they are unable to verify me which is understandable due to me being a transgender and my legal name is still ***** and not providing a Suntrust recent bank statement for account ending in 1457 due to the account is closed. They have also informed me to contact Suntrust so they can reverse the transfers to Axos in order to get my funds. I have spoke with multiple people at Truist to see if they could reverse the transfer or at least give me an old statement for the old account. Truist cannot help me due to the account being closed with Suntrust and the transfers has been completed for more than 180 days. They have told me to contact Axos.

  Customer Answer

  Date: 02/06/2024

  ACCOUNT NUMBER *********

  Business Response

  Date: 03/01/2024

  The firm has previously reviewed the matter thoroughly. Our position has not changed and we consider this matter closed.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of Axos since 2021, it previously acquired *********** and I used to be a *********** customer. During the takeover, my acccounts had seem to be messed up. My trading accounts on what I saw on the app never matched the statements. After many months of writing to their support department to initially extract some of my funds earlier in the year it took them over 4 months, and then recently I wrote to them again around some of my funds not being invested in my portfolios as I had it set up in the app, they are yet to resolve the issue. Also they recently in late november sold some of my investments without my permission and have no explanation of why they sold equities from my portfolio and why is a certain amount still in cash. Numerous support cases, it's been over 2 months and no resolution has been found and the issue isn't fixed. I deserve compensation for the tax losses I'd have to take and for mis-managing my funds over the last 2 years. You will see the 3 sales in the uploaded document on 11/17 that were not authorized by me. Also there is 1444$ in cash which is not what I have in my portfolio, all funds should have been invested.

• Initial Complaint

  Date:06/30/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an Axos Invest self directed trading account on 5/30/2023 utilizing a special offer link which includes a bonus when making an initial deposit of $2000 and making two trades of minimum $25 each. I setup a transfer of $2K from my bank account which I did also verify on the Axos Invest web-site. I also received e-mail from Axos showing my external account correctly and did confirm. I setup the transfer for 6/6/2023. After not seeing any activity for several days, I called my bank to check on their end and they indicated no transactions. I sent a direct message in my account to Axos about the issue. After not receiving any communication from Axos, I called them to find out status. I spoke with a representative and she indicated she would look into it and I gave her the case number from my secure message. After not hearing anything, I called back, the rep stated the transfer was deleted somehow and that I could just do a new transfer. She indicated she was looking into why this happened. Never heard back about it. I later tried to do a new transfer of $2K on or about 6/19/2023 from same bank account. After attempting this, I received an error message indicating failure and to try again later. I then later logged in and re-tried to transfer $2K and it indicated success that time. Then I checked my Axos account balance which read $4K and I was shocked. I immediately called to find out what happened. I also had to go to bank to rapidly deposit $2K so it wouldn't be overdrawn. The rep indicated that they would research it and get back to me. I told the representative I only wanted to do $2K not $4K. She acknowledged she saw an error message from the first failed transfer attempt and would escalate the matter promising to call me. Never heard back. I tried to transfer unsuccessfully $2K back but the system gives error no money available which is unacceptable. I called again was told money on hold and still no resolution. I am very dissatisfied and need this fixed.

  Business Response

  Date: 08/04/2023

  Dear *******************,
  
  Please see the attached letter in response to the complaint. We have also forwarded the response to your email on file, thank you.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20259901
  
  I am rejecting this response because:
  

  The company has not provided any form of compensation for the time, stress and effort with these issues as I indicated in my original complaint. This is incredibly frustrating for me. The erroneous $2K withdrawal should never have occurred and at least should have even been reversed as I reported it very rapidly and communicated their own error which I did receive. The representative I spoke to also said she saw that error as well regarding the erroneous first withdrawal (after I submitted it to deposit). They basically even held my $2K money, possibly illegally due to that mentioned error, for ten days. I needed that money and they did not even do anything to get it to me. Terrible service. This caused me significant distress to make a rapid deposit because of Axos Invest Company's direct error. This is unacceptable to me as a customer and am seeking some form of compensation for all of this trouble. It also takes too long for them to respond as well and I am quite dissatisfied.

  Customer Answer

  Date: 08/10/2023

  To whom it may concern:

  I received a credit to my Axos Invest Self-Directed Trading account 8/9/2023 as a courtesy. I am satisfied with the outcome of this particular issue and appreciate the assistance by both the BBB and also to Axos Invest. I have not yet received my other bonus for opening the account but I know that takes more time. I am not sure if there is a way to make sure I will receive that (as I did meet conditions) but I suppose that would be a different ticket in case I did not receive it in future.

  Thank you for your help.

  Business Response

  Date: 08/10/2023

  Our client has been contacted in response to the complaint filed. We would like to thank them for giving us the opportunity in working towards a resolution regarding this matter. 
  
  Sincerely,
  
  Axos Invest

  Customer Answer

  Date: 08/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a self-directed account with ************************, *** on February 16, 2023. This was for a $250 bonus if I opened an account with a $2,000 deposit and made at least two stock transactions of $25 or more. I kept the money in the account for 90 days and I was told I would get the bonus the second week of June. This passed and no bonus. I reached out to customer services who told me I would get the bonus on June 20, 2023. That day came and went and no bonus. **************** are giving me the run around. Do not do business with company. They have no intention of honoring their promotion.

  Business Response

  Date: 06/23/2023

  Dear *************************,
  
  Please see the attached letter in response to the complaint. We have also forwarded the response to your email on file, thank you.

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to get resolution from Axos over two months without success. I transferred my investment from the Axos Managed Protfolio to ****** and then subsequently from ****** to Wealthfront in March. Wealthfront was not able to convert one of the ETFs (7 shares of SJNK) because they didn't send the cost basis to ****** during the transfer and consequently ****** couldn't send the basis to Wealthfront. This problem hasn't been resolved since March and I can't do anything with those shares because Wealthfront doesn't have cost basis. Every time I asked, Axos only sent me a dump of all historic trades of SJNK, not the cost basis for the 7 shares that I hold. My new broker Wealthfront told me that they need the cost basis for only the 7 shares that I hold. I need Axos to send to Wealthfront the cost basis for the 7 shares that I held when they transferred.

  Business Response

  Date: 06/01/2023

  Dear *******************,
  
  Please see the attached response in this message, additionally we have also forwarded the response to your email on file, thank you.