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Complaint Details
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Initial Complaint
08/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Requests to add external account to fund the savings account I have with them was denied. Request to close account two weeks ago was ignored. I was told my check would arrive in 7-10 business days. It has been three weeks. I can no longer see a balance in my account. My money is gone. $******
Business response
09/06/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from *** ***** complaint ID ********. Axos
Bank takes consumer feedback very seriously. The Bank has fully reviewed this matter and a detailed
response has been emailed directly to the consumer on Wednesday, ********* ** ****. 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 bank’s right to confidentiality. For any questions or concerns, the Bank may
be reached at **************.
Sincerely,
Compliance Team
Axos BankInitial Complaint
07/14/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I have an account with UFB bank with ********* in it. They had frozen my account on ****** for what they thought was fraudulent charges (they were not). I was told to call the fraud department who said my card was active with no fraud charges and to contact the bank. I called UFB back and they said there was nothing they could do and to call the fraud department back, which I did to no avail. I tried to transfer my money out of the account to my main bank and they will not allow me to. They rejected the transfer. The worst part is they froze this account while traveling and I had no other money options for that night and was stuck. It is still frozen and I can not access my funds or get anyone on the phone. This is starting to feel like a fraudulent bank.Business response
07/27/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from ***** ***** complaint ID
********. Axos Bank 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, **** *** ****. 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 bank’s right to confidentiality. For any questions or
concerns, the Bank may be reached at ***************
Sincerely,
Compliance Team
Axos BankCustomer response
08/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***** *****
Initial Complaint
06/07/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I'm having a serious problem with UFB Direct/Axos Bank in that they are repeatedly failing to mail me an ATM/Debit card even though I requested one on numerous occasions. I am a relatively new member. In late *********** *** ****, I called UFB and asked that they mail me an ATM/Debit card. They said sure and that it should take a few business days. When I returned home from a trip around *** ****, I noticed that I still did not receive the card and so I called them the following day. The rep told me that there was some confusion because they previously thought that they should wait until I later instructed them, which was false. I then told them to mail it to me to me EXPEDITED and they responded by telling me it would take a few business days. By **** **t, still no card. I called again. The rep now informed me that the card actually would take 7-10 business days (non-expedited). I asked her to speak with a supervisor/manager and she passed along the message and said that one will call me within 1-2 business days. They never did. However, that same rep did call and left me a voicemail on *** informing me that for some reason my request was being forwarded to a different department who would “look for it.” She explained that it would again take 7-10 business days and that I need to call them back for details. This is extremely bizarre! It's also frustrating in that all of these communications were with reps who I could barely understand because of their heavy foreign accents. It's my belief that UFB is either extremely incompetent or that they may be purposely trying to make this endeavor as hard as possible for me so that I don't withdraw any money from them.Business response
06/20/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from ***** **** complaint ID
********. Axos Bank takes consumer feedback very seriously. The Bank has fully reviewed this
matter and a detailed response has been emailed directly to the consumer on Tuesday, **** *** ****. 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 bank’s right to confidentiality. For any questions or
concerns, the Bank may be reached at ***************
Sincerely,
Compliance Team
Axos BankCustomer response
06/21/2023
I did receive a detailed message from UFB direct on **** ****. However, it was filled with falsehoods and excuses for why I never received my card before my complaint. In the meanwhile, I did finally receive my ATM card and was able to activate it. Unfortunately, I am UNABLE to access all of its features to include setting up a PIN. Without this, I practically have no access to my cash from an ATM, which is a primary reason that I (like most people) even request ATM/Debit cards! I tried calling to explain to them the details such as the automated system would not take or accept the three digit number on the back of my card. I called to complain about it to a live agent who hardly spoke a word of english and so I was unsuccessful. I then tried sending UFB an email letting them know of the problem and requesting a call back. I still have yet to receive one. This is BY FAR the most ridiculous drama I could ever imagined having with a bank...being unable through repeating phone calls, messages, BBB complaints, to acquire something as simple as an ATM/Debit card that works or getting through with a representative who speaks adequate english. I can barely imagine the difficulties if I were to have to engage with them on something more complicated like getting a loan or opening a joint account, etc.Business response
06/29/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from ***** **** complaint ID
********. Axos Bank 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, **** *** ****. 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 bank’s right to confidentiality. For any questions or
concerns, the Bank may be reached at ***************
Sincerely,
Compliance Team
Axos BankCustomer response
07/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. Axios/UFB acknowledged fault and was gracious enough to provide me with a small credit. I am still not too happy with the service that led up to this situation, but hope it doesn't repeat itself going forward. Thank you BBB!
Regards,
***** ****
Initial Complaint
06/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife and I opened an account about a two months ago at UFB Direct / Axos Bank. At the time, I filled out a form to include my wife as a co-owner on the account. About a month later, we received a call from an other customer at the bank, previously unknown to us, sharing that he was a new customer to the bank and he requested a form to fill out to include his wife as a co-owner. The bank sent him via their online secure message platform a form which was not blank and included our already filled out confidential information including SSN, CT Drivers License #, Security Question Answers. I immediately contacted the bank both via secure message and their call line. They have been almost complete non responsive and have done nothing to address the problem or make it right.Business response
06/20/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from ***** ******* complaint ID
********. Axos Bank takes consumer feedback very seriously. The Bank has fully reviewed this
matter and a detailed response has been emailed directly to the consumer on Tuesday, **** *** ****. 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 bank’s right to confidentiality. For any questions or
concerns, the Bank may be reached at ***************.
Sincerely,
Compliance Team
Axos BankInitial Complaint
05/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On ******* ufb closed my savings account with $******* left in my account. I they didn't inform me so I called customer service on ****** I was told my account had been closed due to suspicious activity, which I was also not informed about, and I would have to contact the fraud department. He was wrong I contacted customer support again and was told I'd be emailed with directions to recover my account. I did not receive an email so I called again and was told I had been mailed a check, when the check didn't arrive in 7-10 business days as promised I called again and was told to wait for 1-2 more. it didn't arrive so I called again and was told the check had been mailed to my other bank where my deposit came from and I should wait 1-2 more days for processing. I called again and found out they put the wrong account number on the check and not just one number off completely different and added 8 numbers. I was told someone from a different department would contact me, but they never did so I called again and was told to fill out an agreement that I lost the check, and would pay the bank back if the check was cashed by anyone after they paid me, and they they were not liable for anything including their legal fees if we went to court, the document also has a spelling mistake. I called and said I won't sign this because I did not lose that check the bank sent it wrong and they were liable if it was cashed not me. I was told if I don't sign the document they will not issue another check. It is now 2 days short of a month since the account was closed and I have not had access to my money.Business response
06/06/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from ****** **** complaint ID
********. Axos Bank takes consumer feedback very seriously. The Bank has fully reviewed this
matter and a detailed response has been emailed directly to the consumer on Tuesday, **** ** ****. 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 bank’s right to confidentiality. For any questions or
concerns, the Bank may be reached at ***************
Sincerely,
Compliance Team
Axos BankInitial Complaint
04/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened a savings account with UFB. I linked by account to an external account at ******** Bank. I made a money transfer from my UFB to my ******** account. Money left UFB but it went to a closed account at ********. I called Seacoast and they did not receive money because account was closed. UFB now says it can't help me recover money because they don't know where it went. I find this unacceptable that a bank sending money to another bank with a closed account doesn't have a way to track that money.Business response
05/08/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from ***** ** complaint ID
********. Axos Bank takes consumer feedback very seriously. The Bank has fully reviewed this
matter and a detailed response has been emailed directly to the consumer on ******* *** **
2023. 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 bank’s right to confidentiality. For any questions or
concerns, the Bank may be reached at **************.
Sincerely,
Compliance Team
Axos BankInitial Complaint
04/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
UFB Direct declined opening me an account using an outside credit source. When I called to ask what went wrong, the call person refused to explain to me what was wrong. This was very alarming to me because I have a *** credit score and never have had any late payments. I again asked for their reasoning and was declined an answer. Next, I asked to speak to a supervisor. I was told that "this was not an option". I continued to ask to speak to someone that could give me an answer but they refused to offer me any assistance. UFB Direct withholding my own personal information from me is illegal and I would like for them to provide me with my information that caused my account to be denied.Business response
04/27/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from ****** ****** complaint ID
*******. Axos Bank takes consumer feedback very seriously. The Bank has fully reviewed this
matter and a detailed response has been emailed directly to the consumer on ***** *** ****. 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 bank’s right to confidentiality. For any questions or
concerns, the Bank may be reached at **************.
Sincerely,
Compliance Team
Axos BankInitial Complaint
04/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On ***** **** I attempted to transfer my funds out of AXOS/UFB Direct bank ($******). This transfer failed for whatever reason. ******* (*****) stated the transfer failed because the account names do not match. So they returned the funds to AXOS/UFB direct (**** ******* ****) on ***** ****. AXOS has refused to return these funds to me despite me sharing the attached documents with them in addition to providing the tracing number(The return tracing number is ***************) that ******* (*****) provided me. I have been trying to contact AXOS every single day since ***** **** and have only spoken with a supervisor on ***** ***. As in it has taken over 2 weeks just to speak with someone that might be able to help. All I want is the return of my $****** that was returned to AXOS but NOT returned to me.Business response
04/17/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from ***** ****** complaint ID ********.
Axos Bank takes consumer feedback very seriously. The Bank has fully reviewed this matter and a
detailed response has been emailed directly to the consumer on ***** *** ****. 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 bank’s right to confidentiality. For any questions or concerns, the Bank may
be reached at **************.
Sincerely,
Compliance Team
Axos BankInitial Complaint
03/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
If required I can prove everything I'm about to say. I tried to open an account with starts with two small debits then two credits. I'm supposed to check my UFB account the the amounts then report it to my bank, *****. The amounts were wrong plus there were 3 and not the required 2 deposits. UFB tried it again with two more debits to my ***** accounts. I saw all the debits and credits in my UFB account but although it was under my USB account number the bank labeled was ***(not ****) bank and although I have an account there too, the last 4 numbers listed on my UFB account for *** **** were not my numbers. I called and you can't get a human instead a computer that only knows a few questions and they were never mine. After it would say a sentence or two there would be silence. I waited a minute and screamed at it and that made it start from the beginning. This happened on every call. I emailed them and they replied they would get back within 48 hours. It's been two weeks and counting. I tried the phone again with the computer and when I screamed so loud that my neighbors literally heard me it them asked if I would like to talk to customer service. That was how I got the second deposits. I called many times, emailed twice, and sent a letter to their HQ in *** ***** and said they will not hear from me but if they want money bad enough contact me. It was a major amount. It's been over two weeks and I've heard nothing. Yesterday my ***** Account was locked and I was to call the Fraud division. I told them if I were ***** I would have done the same. I also email the same to their HQ. One thing I told the UFB HQ is that if I'm to have huge amounts of money with them I'm now afraid if I ever need it I will not be able to get it or anybody. UFB accepted my new account 3/10/23 via email. Iost many days and hours almost daily getting nowhere.Business response
04/12/2023
To whom it may concern,
This email is to acknowledge receipt of the correspondence from ****** ******, complaint ID #
********. Axos Bank takes consumer feedback very seriously. The Bank has fully reviewed this matter
and a detailed response has been emailed directly to the consumer on ***** *** ****
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 bank’s right to confidentiality. For any questions or concerns, the Bank may be
reached at **************.
Sincerely,
Compliance Team
Axos BankCustomer response
04/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19856045, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Steven Feiles
Initial Complaint
03/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Cannot access my account. I opened an account with UFB and made a deposit. My account was locked because of too many wrong attempts, and they want me to call customer service to reset it. There is no customer service to speak of. No one ever answers the phone, and the online chat never has a representative present. I cannot access my money. If you don't want to offer customer service, you could at least automate simple actions so that human contact is not necessary. I feel like I have been scammed.Business response
04/04/2023
To whom it may concern,
This is to acknowledge receipt of the correspondence from **** ******* complaint #********.
Axos Bank takes consumer feedback very seriously. The Bank has fully reviewed this matter and
a detailed response has been emailed directly to the consumer on ***** *** ****.
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 bank’s right to confidentiality. For any questions or
concerns, the Bank may be reached at ***************
Sincerely,
Compliance Team
Axos Bank
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Get a QuoteCustomer Complaints Summary
41 total complaints in the last 3 years.
18 complaints closed in the last 12 months.