Reviews
Customer Review Ratings
Average of 47 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromEllen C
Date: 07/10/2025
1 starThis bank has treated me horribly. They voluntarily closed my savings account without my request and mailed my money to my home adress. In addition this bank attempted to closed my checking account without out proper reasoning!! This bank is proving to be as mentioned in all the post from consumers here on BBB..
UFB Direct, a division of Axos Bank
Date: 07/16/2025
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, July 16, 2025 in
order to protect consumer privacy, we are unable to provide details of the response.
Regards,
Compliance Team
*********Review fromChaz W
Date: 05/07/2025
1 starDo not bank with this institution. They will make it extremely difficult to access your own money and treat you with complete disrespect. This has been the worst experience Ive ever had with any *********** 73-year-old mother, who is on an oxygen tank and suffers from medical issues, was trying to transfer funds to pay her bills. Instead, the bank blocked her account and refused to process the transactionnot because of fraud or any legitimate concern, but because they claimed she did not sound like a lady and was not the little old lady in the photo.She was forced to verify her identity four separate times, each time complying with their escalating demands. She provided a photo of her ID, a selfie holding her ID, her Social Security number, her address, and accurate answers to personal security questions. Still, they denied her access and flagged her account.The only justification they gave was her voice. They made a baseless and discriminatory judgment about her identity solely because of how she sounded. This treatment was demeaning, unacceptable, and a violation of basic dignityif not her legal ********* one, especially a vulnerable senior citizen, should be subjected to this kind of treatment from a financial institution. Legal action is currently being explored.UFB Direct, a division of Axos Bank
Date: 05/15/2025
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, May 15, 2025 in
order to protect consumer privacy, we are unable to provide details of the response.
Regards,
Compliance Team
*********Review fromMarcel S
Date: 04/29/2025
1 starI have had a savings account with UFB ********************** for almost 2 years. The quirkiness of a dashboard that is never correct, and lists bank accounts you have, and incorrect balances for them, that you can cannot transfer to or from, and the *** card that never worked, are easier to roll with, when the interest rate was among the highest available and I could access my money 27/7. I had to periodically look to see if they are offering a higher rate and they will transfer you to the new account. When account rates, lower, you aren't notified, you need to periodically check your rates to see what they are. I have gone from 4,65% to $4.01% I decided to open a linked checking account to get a higher AYP however. for 3 days in a row I have been unable to apply for the checking account or access my money. There is the message that they have an internal problem and to check back later. One day, on a different device I did get on, but when I logged back in, I couldn't see the money information, only the error message. I will not be opening a checking account.UFB Direct, a division of Axos Bank
Date: 05/09/2025
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 Friday, May 9, 2025 in order to
protect consumer privacy, we are unable to provide details of the response.
Regards,
Compliance Team
*********Review fromAndy B
Date: 12/20/2024
1 starI 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 starI 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 starOpened 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 starI'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 starsThe 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 ******************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.