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Average of 45 Customer Reviews
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Review fromAndy B
Date: 12/20/2024
1 starAndy B
Date: 12/20/2024
I had a very similar experience as ***** who posted a review on 10/2/24. I had an account opened for 2 years with UFB Direct and the name of the account was advertising a rate of 4.4% on their website. I logged into my account about every month just to ensure nothing with the rate has changed and the splash page on the website continued to show the 4.4% APR in the EXACT product name that I was enrolled. After having the account for 2 years, I just happened to do the math (just because I was curious) and found that I had actually been getting a 2.16% APR and, when I checked in the details of my account, it also showed that my APR was 2.16% (very small print buried under a menu).I called the "help desk" and they switched me into an account that that was paying at the 4.4% rate but they didn't make me whole from the past 2 years when I thought I was already at that rate. After 5 different online message with their "customer service", I received a message from one of their bankers saying they change programs all the time with different APR and it's the job of the customer to ensure they are getting the rate they expect.Again, the splash page on the website showed it paid 4.4% so I never felt the need to dig into my account to verify (the account name on the splash page was THE EXACT same name as my account). The banker also provided links to some fine print showing they can do that whenever they want. Absolutely shameful ethics from this disgusting company. Stay away.
UFB Direct, a division of Axos Bank
Date: 12/30/2024
********* 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 30, 2024 in order to protect consumer privacy, we are unable to provide details of the response.
Regards,
Compliance Team
*********Review fromBRITTANY K
Date: 11/09/2024
1 starBRITTANY K
Date: 11/09/2024
I OPENED A CHECKING ACCOUNT TO DEPOSIT MY 2023 FEDERAL TAX REFUND VIA MOBILE DEPOSIT. THE INTENT WAS TO SAVE THE ALMOST ****** FOR MY UPCOMING BEACH TRIP. HOWEVER, JUST PRIOR TO ME LEAVING FOR THE ****** I LOGGED INTO MY *********** APP TO FIND OUT THAT NOT ONLY HAD MYACCOUNT BEEN ACCESSED FRAUDULENTLY, A DEBIT CARD I HADNT RECEIVED WAS ALSO ACTIVATED. NEEDLESS TO SAY, I WAS UNABLE TO TAKE THE PLANNED BEACH TRIP AND LOST DEBIT CARD PRIVILEGES ( ON A CARD I NEVER RECEIVED), AND MY ACCOUNT WAS FROZE AND I HAD NO ACCESS TO MY FUNDS. I JUST GOT AN EMAIL WHERE THE ACCOUNT WAS CLOSED AND THERES NOTHING I CAN DO BECAUSE THE DECISION IS FINAL. TO SUM IT UP, I DEPOSITED MY HARD EARNED FEDERAL REFUND INTO A BANK ACCOUNT TO HAVE FOR A VACATION, JUST TO HAVE TO CANCEL THE VACATION, LOSE MY MONEY, AND HAVE THE ACCOUNT SUSPENDED PER THE BANK WITH NO EXPLANATION AND NO FAULT OF MY OWN!!!!UFB Direct, a division of Axos Bank
Date: 12/09/2024
********* 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 9, 2024 in order to protect consumer privacy, we are unable to provide details of the response.
Regards,
Compliance Team
*********Review fromL. A. M
Date: 10/02/2024
1 starL. A. M
Date: 10/02/2024
Opened an account Spring 2023 with six figure amount. Things went well until a few months in. I noticed I was earning .50% to .75% LESS. The website still advertised the higher rate. Hmm? Called and was told that rate is a new type of high yield savings account only for new customers. The *** agreed to switch me to the new product and my rate went back up. The entire time the *** was raising rates NOT lowering them. There was no reason to expect rates would decline significantly until the *** lowered them half point Sept 2024. If you look at their disclosures they have a long list of legacy savings accounts with generic names so theyve been doing this for a while. They constantly switch current customers to legacy products, quietly drop the rates without informing the customer while their savings languishes. I lost around $1,000 from this marketing trick. During the period where the *** raised rates this bank opened thousands of new accounts. If they did this to every single customer the losses would be in the millions of dollars. The individual consumer has little recourse and they know it. Duped. I wrote and asked for my lost interest to be returned to me. No response. I dont know how the millionaire CEO of ********* can feel good about himself. ****** him. Interesting ***** connections. *****.UFB Direct, a division of Axos Bank
Date: 12/09/2024
********* 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 9, 2024 in order to protect consumer privacy, we are unable to provide details of the response.
Regards,
Compliance Team
*********Review fromJason C
Date: 07/20/2024
4 starsBeen a customer for ~ 2 years now of their HYSA. I use it for my emergency fund - so little to no transactions other than automated savings into the account. Their app isn't the greatest, but since it's not my everyday bank, I am fine with it given the strong interest rate. I once noticed my rate was lower than the one being advertised, I contacted them and they immediately adjusted it to the current rate.Review fromMichael R
Date: 03/23/2024
1 starThe same thing happened to me. In April 2023, when I discovered that my rate had been dropped without my knowledge, I called customer service. They converted my account. In subsequent email conversations, they informed me that in the future, if rates were changed again, I would be notified and that my account would be immediately converted to a new account without my having to ask them to do so. When I went to their website today, one year later, I found that the advertised rate was 5.25. I checked my account and found that my account's APR was 4.50. I went through the same discussion with customer service, and was told that they would convert my account immediately.All of this is documented in my email exchanges with the bank in April 2023 and March 2024. I reopened my case via email today, and informed them that if my account was not credited with the difference that I would have received had they acted as promised, I will close my account and contact the ********** **************** of Financial Protection and Innovation.Their response to previous BBB complaints--"Axos Bank takes consumer feedback very seriously" and "in order to protect consumer privacy, we are unable to provide details of the response" speaks volumes. Avoid UFB Direct!Review fromSam B
Date: 03/01/2024
1 starSam B
Date: 03/01/2024
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.UFB Direct, a division of Axos Bank
Date: 03/15/2024
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 ******************Review fromRiley W
Date: 02/24/2024
2 starsRiley W
Date: 02/24/2024
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.UFB Direct, a division of Axos Bank
Date: 03/08/2024
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 ******************Review fromRebecca T
Date: 02/19/2024
1 starRebecca T
Date: 02/19/2024
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 minsUFB Direct, a division of Axos Bank
Date: 02/29/2024
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 *********Review fromJjj c
Date: 01/13/2024
1 starJjj c
Date: 01/13/2024
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.UFB Direct, a division of Axos Bank
Date: 01/29/2024
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 *************Review fromJan M
Date: 01/09/2024
1 starJan M
Date: 01/09/2024
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.UFB Direct, a division of Axos Bank
Date: 01/23/2024
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 *********
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