Reviews

Review Details

• Review fromTRACY F

  Date: 04/13/2023

  1 star
  Gave up trying to open an account with them. They send emails saying they need more info, but you log on and there's nothing more they need and someone will call you in 2 business days, but they don't. After calling them, I got a call to verify my identity. The woman was a non-native English speaker I had trouble understanding. After answering a bunch of questions such as the year of my husband's car, I was to answer 4 multiple choice questions within 60 seconds. Since I couldn't understand her reading of the question, it took more than the 60 seconds to get through them. She wanted to start over, I told her forget it, I'm done playing games with your so-called bank.
  

  UFB Direct, a division of Axos Bank

  Date: 04/20/2023

  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, April 20, 2023 in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance Team *********

• Review fromRichard M

  Date: 04/06/2023

  1 star
  Yes, the application process was terrible. Their acclaimed (their words not mine) automated help bot is useless. Doesnt understand the questions and answers have no value. **************** phone lines are also useless if you can ever get thru. Was intending to put 50k a day (my sending banks limit) building up to ************** account. The account has been established for several weeks. This Mondays transfer has not appeared. Has it fallen into a void? Tuesdays transfer has appeared. Sloppy and inconsistent is not ok for a bank. An automated or customer service phone response answer it could take 4-5 days to process is not an acceptable response. While I realize BBB does not use reviews as part of its rating system, banks should be held to a higher standard. Because no one has lost their money and the bank hasnt failed should not be the only factors in a rating. Weeks and months of not being able to handle the volume or answer inquiries in a timely fashion seems more indicative of poor management.
  

  UFB Direct, a division of Axos Bank

  Date: 04/19/2023

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

• Review fromTim B

  Date: 03/28/2023

  1 star
  Painful application process and NO online access. I created an account along with submitting intro info to start an application and the next page never loaded. Called support, they sent a PW reset email, so I reset the login, still couldn't log in. They kept sending emails telling me I needed to log in to submit documents, but I still couldn't log in. I called support yet again and they wanted me to email the documents. Absolutely not! Email is unencrypted and not secure. And I have no interest in finishing my application if I can't actually access the account. They couldn't resolve my login issue, so I canceled my application. Came here to post this and now I see what a mistake it would have been to open an account with them.
  

  UFB Direct, a division of Axos Bank

  Date: 04/11/2023

  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, April 11, 2023 in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance Team *********

• Review fromBruce9

  Date: 03/25/2023

  1 star
  If you are an existing customer, you have to contact them to get a higher rate every time they raise their rates on savings and money market deposit accounts for new customers. This means that they treat their existing customers badly. Customer service is lacking. I won't repeat more of what others say in their reviews. You would be wise to check UFB reviews on BBB and other sites before deciding to start doing business with this bank.
  

  UFB Direct, a division of Axos Bank

  Date: 04/06/2023

  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 Thursday, April 6, 2023 in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance **************

  Bruce9

  Date: 04/06/2023

  Sorry that this response is long, but I think you'll find it helpful. The Bank's response basically says that they didn't violate their policy. That seems true. Doesn't that mean that it's their policy to make current customers jump through hoops to get the higher rates that they offer to new customers? That is the problem. The fact that the bank didn't violate it's policy doesn't change the fact that the policy puts existing customers at a disadvantage compared to new ones. UFB Direct is reportedly a division of ********** The Bank's response also says that when I contacted them to look into the higher rate, they promptly gave it to me. That is true, and their quick, helpful service on that occasion impressed me. Nevertheless, it doesn't change the fact that they make existing customers ask to get the same higher rates that they offer new customers. The Bank claims that it is creating different products that provide different interest rates. That seems like a mere technicality to me. You don't have to get a new account number or new checks or a new debit card when you switch to a so-called new product. So far as I can tell, everything's the same except for the interest rate and the name of the account. (If you did have to get a new account number, checks and debit card, it'd be so much work that I think many customers would choose a different bank.) Do yourself a favor. Do a web search on "UFB reviews" before you decide to do business with this bank. The third result I got was from a website I have used in the past and find helpful. It's called NerdWallet. The part in the review called Editors note, Feb. 24, 2023 is worth reading. Among other things, according to that site, UFB has raised rates four times from August 2022 to February 2023, which is a six month period. Would you have wanted to have to contact your bank four times in a six or seven month period in order to get the same rate that new customers got? What do you think of a company that operates this way? The other banks and credit unions I'm familiar with give existing customers the same rate that they give new customers. The Bank said in its response to me, "All Checking and Savings accounts are variable accounts, and these rates are subject to change without notice." It's not clear to me from its response if it will definitely notify customers of a rate reduction or not. If you use this bank, it would be wise to check what interest rate you're earning every month when you check your bank statement. That way, if they lower it too much to be competitive overall (including its interest rate and customer service), you can switch to a different bank. You can do a web search on ************ reviews" to compare this bank to other online banks.

• Review fromJohn F

  Date: 03/21/2023

  1 star
  Never did get my savings account application completed last year. Per an 11/21/22 email: "A **************** Representative will contact you within two business days to discuss the next steps for your account." No one ever contacted me.After waiting 40 minutes (after calling UFB Direct ****************) yesterday (3/20/23), I finally got to speak with "******" in customer service, though I could hardly understand her because of her thick accent & the poor sound quality of HER phone (mine is a landline). I told her I got an error message, *************** doesnt support moving money..." when I tried to link my ***************** Acct. with UFB Direct, although I have no problem moving money between my Synchrony and my other bank accounts. ****** said she had no suggestions, nor could she locate my new application confirmation number. I doubt if I'll be able to set up a UFB Direct account, so I'm giving up on them. Worst bank and worst customer service ever.
  

  UFB Direct, a division of Axos Bank

  Date: 04/04/2023

  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, April 4, 2023 in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance Team *********

• Review fromJeff V

  Date: 03/21/2023

  1 star
  I wanted to put a large sum of money in UFB. waited 30 minutes finally talked to someone in *****. she did not know the answers to my questions. Very poor English skills. UFB is very untouchable. can not email them there are no bankers to talk to at the bank. they could use some skills from ******. They are not getting my money. It is not worth the hassle. This bank will fail.
  

  UFB Direct, a division of Axos Bank

  Date: 04/04/2023

  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, April 4, 2023 in order to protect consumer privacy, we are unable to provide details of the response. Regards,Compliance Team *********

• Review fromCarolyn N

  Date: 03/01/2023

  1 star
  I have four high yield savings accounts at different banks and *** has the worst customer service and business practices compared to my other accounts. As interest rates rise, you need to contact customer service to secure the higher rate unlike its competitors whom automatically adjust rates. Ive requested increases 5 times to date. Hold times on new deposits are ridiculously long and it usually takes 7 working days before your money is credit to your account. **************** is outsourced and issues are not resolved quickly. The *** website states award winning customer service which is far from the truth. I think they fabricated the statement. Nerd Wallet recently posted and amendment to their review after receiving several bad comments from customers. I will not be banking with *** or AXOS bank again. I wonder if their executive team or Board of Directors ever make a effort to read their reviews. Unlikely.

• Review frommychelle n

  Date: 02/23/2023

  1 star
  Open a saving here with promised of ****% interest rate. Took them 2 wks to receive my deposit Online platform is horrible.Non existing customer service with stupid chat box Evo that solves 0 issue.I want to close the account and it's impossible to get a hold of anyone to close the account, extremely long wait time on phone.if you want money to be refunded, its $10 fee for check to be sent and will take 2 wks.Overall don't come to this bank, take your money to a more reputable bank. I will be moving to Sofi, great online platform and good customer service.

• Review fromJames S.

  Date: 02/18/2023

  1 star
  Cannot understand customer service representative at all.Asian dialect i not understand.Plus they always interrupt! Horrible!! Don't fall for the interest rate to get you to sign up!It's a world of frustration, period.

• Review fromDana-Simone W

  Date: 02/17/2023

  1 star
  The absolute worst customer service ever!!! When you call for help their customer service is outsourced. You can't understand them at all and they have the nerve to be rude!!!