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Business Profile

Bank

UFB Direct, a division of Axos Bank
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 48 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 filed a dispute with a merchant through ********* on 6/5/25. I asked ********* if they needed any supporting documentation and they said no. My dispute was denied. When I spoke to a ***resentative, I asked to explain why my dispute was denied and if there was any documentation to support their decision and he would not provide it. Furthermore, I asked if I could reopen a dispute and he checked protocol. Protocol said I could not, but I DID NOT GET A CHANCE TO PROVIDE DOCUMENTATION. **************** *** asked me to reach out to merchant, which I did, and haven't had a response in a month. He advised me in order to get my money back, I should consult with an attorney. What kind of bank doesn't ask for documentation? How do they make a decision in less than 24 hours? Apparently, a letter was mailed on 6/6/25 indicating that my dispute was denied. Again, no opportunity for me to add supporting documents. I tried on their website, but it was timed out MULTIPLE TIMES asking me to try again later. I am attaching all the supporting documents that I had for my dispute for ********* to review -- the same documents they NEVER GAME ME A CHANCE TO PRESENT! The agent gave me no instructions to upload or send any documents when I initially opened it. This is unfair to the consumer and customer.

    Business Response

    Date: 06/25/2025

    June 25, 2025
    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 Wednesday, June 25, 2025. 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
    *********

UFB Direct, a division of Axos Bank is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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