Customer ReviewsforUFB Direct, a division of Axos Bank

I'll echo what you may have heard on the news or read in other reviews. UFB Direct sells new customers on new wrapping for a high interest savings account. Then, they cut your interest rate when they roll out the next name for an identical product.I signed up for a ***************** Account in February 2023. It's no longer advertised, they cut my rate last year, and they now sell an identical product called a ************** Account with an interest rate of 5.25%, which is .75% more than the current interest rate on the account I opened with them a year ago.

Review ID: ******

Axos Bank takes consumer feedback very seriously.  We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on Friday, March 15, 2024 in order to protect consumer privacy, we are unable to provide details of the response.

Regards,

Compliance ******************

The bank advertises a different interest rate on its website than what was in my account. I had to contact customer service ************************ and within minutes, they had "updated" the interest rate on my account. In my experience at other banks, this was automatic and I only discovered that they were underpaying after a friend mentioned it. It seems like a sketchy business practice.

Review ID: ******

Axos Bank takes consumer feedback very seriously.  We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on Friday, March 8, 2024 in order to protect consumer privacy, we are unable to provide details of the response.

Regards,

Compliance ******************

On 01/13/24, I applied for a savings account and setup a login during the session. A few days later, I received an email requesting additional documentation to be uploaded, but I was not able to login.I made two calls on 01/29/24, to reset my login credentials. The first call, made at 12:13 PM and the second call, at 5:48 PM. I sent an email on the same day outlining my login issues and the need to upload a trust certificate form securely. Despite these efforts, I did not receive a resolution. I received instructions to send the sensitive trust certificate form, via unsecured email. This practice goes against standard security protocols for financial institutions and is unacceptable and poses a significant risk to my personal and financial security. On 01/30/24, I received a notice that my account was approved, but when I attempted to fund the account, I still could not log in. I made another call on 02/02/24, at 10:38 AM to get reset the password, which failed and another call at 10:50 AM EST, during which a case was opened due to the unresolved login issue.I encountered further frustration when I called on 02/05/24, at 1:09 PM and spoke to ******, who refused to let me speak to a supervisor, despite my escalating concerns about the ongoing login issues and my intention to deposit a significant sum of money. I explicitly requested the closure of my account and asked for confirmation, which I have yet to receive.In summary, the unresolved issues with my account include:Lack of follow-up on my open case for login issues Refusal to escalate my concerns to a supervisor Failure to receive confirmation of account closure Summary of the call dates, times, and durations:01/29/24 12:13 PM - 12 mins 5:48 PM - 15 mins 02/02/24 10:38 AM - 10 mins 10:50 AM - 20 mins 02/05/24 1:09 PM - 11 mins

Review ID: ****** ********* takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on Thursday, February 29, 2024 in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance Team *********

Dont use. IT system is unreliable, They lower your accounts interest rate and create new account rate that you will continually need to transfer to to get the rate. Also takes > 1 week to transfer in/out.

Review ID: ********** Bank takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on Monday, January 29, **** in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance *************

I tried to set up an account so that I could have an ATM card. This bank is not consumer friendly. Initially, I was sent an e mail, saying that I was approved and to continue, click on a link. After doing so, I tried many times to access my account but could not. I had to talk to a person to learn why: it is because UFB Direct requires a totally separate log in & PW. They do not tell you this, so I tried many times and finally I could get nowhere, because of making too many attempts. I talked to someone two different times, and when they become frustrated, they will merely hang up on you! The last time I spoke with someone, (*******) I told her this would be my final attempt to resolve the issue. She said she would try another way to help, I asked her how long before I could get into my account, and she said "2 or 3 business days." I had already spent 4 days trying to get this corrected. I told her I was done, and she hung up on me. The very least she should have done, knowing the amount of *************** to resolve this, would be to say she would escalate my complaint & help me, instead of making me start over, but she didn't. In hindsight, it is probably good I was treated this way, because I was trying to make a deposit, not withdraw money, so if they treat their customer like this when trying to deposit money, I could only imagine the nightmare they'd put me through if I wanted to withdraw funds. I don't know if they will reply to this, but if they do and report that I was rude, my answer is that I absolutely was not and that I recorded my conversations, start to finish. I would never do business with Axos or UFB Direct, based on this experience. Thank you.

Review ID: ****** ********* takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on Tuesday, January 23, **** in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance Team *********

I was unable to transfer my money out of the account after attempting to close it due to unannounced lowered interest rates. The app would not allow me to transfer the money to my linked Chase account, and customer service was not helpful at all. I finally opted to pay $10 to generate a check that would be mailed to me. I wouldve paid twice that amount to close my account and sever any connection to UFB direct. My advice is to look elsewhere if interested in a high yield savings account.

Review ID: ****** ********* takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on Tuesday, December 19, 2023 in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance Team *********

The website login link keeps taking me to the "Online ******************* page and will not allow me to advance beyond the page. **************** said that I should change my password. The website's "Change Password" link does not work. I'm stuck in a loop of windows repeating themsleves when I try to fund this account.

Review ID: ****** ********* takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on Monday, December 18, 2023 in order to protect consumer privacy, we are unable to provide details of the response.Regards,Compliance Team *********

I suspect their practices are illegal. They use bait and switch technique of advertisinga high interest rate, then a few months later quietly lowering the interest rate for existing accounts while continuing to advertise high interest rates. There is no mention of it being a temporary promo rate or anything. They seem to think that by claiming that new accounts are new product despite not being materially different they can somehow get away with this. Seems like fraud to me, though I'm not a lawyer.

Review ID: ****** ********* takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on Wednesday, November 29, 2023 in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance Team *********