Complaints
Customer Complaints Summary
- 49 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/15/2023
Type: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.
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
Date: 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 BankInitial Complaint
Date:03/14/2023
Type: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.
Opened a bank account with them and have been trying to reach their customer service for days regarding my account but they never responded. The customer service call center is directed to India and I can not understand most of the stuff they are talking about. I would like to close my account and the service agent told me to email or send a message to them through a phone app. I never got any response from them at all.
There are so many bad reviews on this bank and I strongly believe they use scam bats to attract people to apply.Business Response
Date: 03/30/2023
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 hasfully 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
Date:03/08/2023
Type: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 created a checking/savings account with UFB Direct during the week of ********** I've had multiple direct deposits sent this account. I've tried to access my money nearly every day since opening this account but their website portal won't allow me access. Whenever I attempt to log in, I am told that I need to verify my contact information with a customer representative on the phone. The issue is there's never a customer rep available to answer my call (a quick Google search shows that this is an issue many others are experiencing). At times, I've waited over 30 minutes for an answer, calling at various points of the day, and I'm always directed to a voicemail after waiting. Furthermore, their online chat and text line continues to state that there are no customer service reps online to help. I am unable to pay my monthly bills because of this issue. I currently have ***** trapped in this account.Business Response
Date: 03/23/2023
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 hasfully 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
Date:03/07/2023
Type: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 deposited **** to this bank via mobile check deposit. The website shows there is money in the account but it will not allow me to access it in any way. No allowed withdrawals, no transfers, nothing. It appears they have taken my **** and are withholding it from me with no possibility of retrieving it.Business Response
Date: 03/23/2023
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 hasfully 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 Answer
Date: 03/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. Their claim that they 'must hold the funds for 10 days' seems a bit incorrect considering I have several other bank accounts that have never held funds for more than 2 days. Nonetheless, my funds do seem to now be available to use meaning my primary complaint is resolved.Their mobile app is still broken. It still does not show my accounts or allow me to transfer funds.
Regards,
**** ****
Initial Complaint
Date:02/24/2023
Type: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 online banking account with this bank on ******** **. I quickly decided I wanted to close it, after having read several horrible reviews. They had no advertised contact information on their website, other than a "chat" feature on their website. Attempting to communicate with them via this chat option resulted in no correspondence from them, after waiting (and refreshing the page) for several hours. The website does not work, and I want to CLOSE this account (the desired resolution).Business Response
Date: 03/15/2023
Please refer to the attached letter.Customer Answer
Date: 03/22/2023
I have not received any email from the business on the date they claimed to have sent it.Business Response
Date: 04/06/2023
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 ***** *** ****.
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 Answer
Date: 04/23/2023
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
Date:02/23/2023
Type: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 have been trying to contact the bank in regards to a fee on my account but have not been able to get a hold of anybody either on the phone or by secure message like they suggest. Once my fee is handled i will close this account and never dealing with this bank. Stay away.Business Response
Date: 03/13/2023
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
Date:02/12/2023
Type: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.
My recently closed account ending in **** which was purported to pay 4.11% interest held $50,000 for approximately 20 days. The interest should have been about $***. However, I was only credited $***** in interest. Please remit the remaining interest due by check to me at my address on file.Business Response
Date: 03/01/2023
To whom it may concern,
This 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 ***** ** ****.
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 Answer
Date: 03/04/2023
I deposited $****** that Axos received on about ********* until I closed my account on ********. The interest rate for the account was ****%, therefore the interest should have been about $******. However, only $***** was paid and Axos refuses to pay the balance due.Business Response
Date: 03/17/2023
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 hasfully 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
Date:12/16/2022
Type: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 have a money market account with UFB bank and have wrote a check from that account only to find out it was put on hold for some unknown reason. Meal while I have basically bounced a check. I was never notified any issues and called to find out what is going on. No one can give me any answers. I have a case # ********. I currently unable to access my money and need to get some answers.Business Response
Date: 01/03/2023
To whom it may concern,
This email 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 BankInitial Complaint
Date:11/11/2022
Type: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.
On 8/12/22 I opened a high yield online savings account that was supposed to earn over 3% interest. I deposited $125,000 which was received by them 8/17/22. I repeatedly had difficulty logging into their app (despite having all the correct information) or reaching them by phone.
When I was finally able to see the APY (on online statements) it said I was getting 2.1% in August 2.55%, in September and 2.61% in October.
When I was finally able to reach someone on the phone, I was told I had to switch to a different account to get the higher rate. The representative did not seem at all knowledgeable. When I asked for a supervisor, she said one was not available. Saving account # 100003039219.Business Response
Date: 12/12/2022
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 hasfully 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
Date:10/19/2022
Type: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.
Try to close my account with this Bank, called the customer service people, they said they can't do anything, and they asked me to send secure message to request account close. I did that, and sent them several secure massages to request to close my account, but no response at all. It is really hard to reach living person for most service requests in this company, and they keep ignoring the requests I made. Hopefully they are a safe and secure bank.Business Response
Date: 10/27/2022
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 hasfully 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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