UFB Direct Reviews 161

Earlier, I had a very frustrating experience with customer service at Axos Bank, and honestly I was extremely upset — especially because I live abroad and there are many things that are difficult to handle from another country.

However, everything changed when I spoke with Christian. He was professional, patient, knowledgeable, and genuinely willing to help. He took the time to resolve my issues and made the entire process smooth and stress-free. Thanks to him, my opinion completely changed.

Employees like Christian make a huge difference in customer service. He deserves recognition, a promotion, or some type of award for the way he treated me and handled my situation. Outstanding service like this should never go unnoticed.

Thank you again, Christian. You truly turned a bad experience into a great one.

Quick and efficient help. Agent was very knowledgeable, even though the external account adding process didn't work like it should.

The experience was fine, I had difficulty understanding the agent"s accent, but that could just have been me.

This is by far the worst experience I have ever had with a bank. I have had to call customer service mulriple times and every time I would have to explain the situation over again. I finally got tired of dealing with the back and forth so I closed my account on 4/13 and have yet to receive a check with my balance. It has been over a month. They said they sent a check which never arrived. First they said it would take 7-10 bussiness days when that time elapsed they said to wait two more days and if it didn’t arrive they would be able to expedite a second check. Mind you when they were sending my bank statements I never had an issue receiving mail from them. When I called again they said I would need to submit a loss of check form. I asked to speak to a manager/ supervisor they then hung up on me. When I called back they said there wasn’t a supervisor available but they would give me a call back and they never did. They then said once I submitted the form they would follow up in two bussiness days, which never happened. On my tenth phone call they said they sent another check. I asked them if they had it expidited and the rep said they don’t do that. (The previous rep said the did) ALL LIES) I still have not received the check. They lie, are unclear on their policies, do not follow up, will say anything to get you off the phone. This whole thing feels like a scam. I plan on submitting a claim to the FDIC. They have a lawsuit against them. I wish I had known this before I opened up an account with them. Do not be fooled by the HYSA rates it is not worth it. There are other banks that also have high interest rates and better platforms and customer service. I WOULD NEVER RECCOMEND THIS BANK TO ANYONE! DO NOT USE THIS BANK!

Srilekha understood my request and took all the necessary steps to waive a $10 fee that had been levied on my account.

I received outstanding support from Rolando. His professionalism and patience were evident throughout the process, and he truly went the extra mile to ensure my issue was fully resolved.

Chris helped me with the wire transfer step by step to a successful conclusion.

My experience was amazing, easy to connect and very helpful. Thank you!

I was very confused about how your online banking system worked, so I accidentally opened multiple accounts, you were very helpful in showing me how it worked and helping me close excess accounts.

Be very careful with ufbdirect and axos banks. I have been unsuccessful in getting the distribution of my parent's assets even though I am the sole beneficiary. Their support team can provide little to no assistance and all they do is create a case with the deceased department. You can't talk to a person in the deceased department. I've already called in 5 times trying to get my questions answered and every time I get the same email response which does not answer my questions. I also had accounts with them and am moving all my money out.

UPDATE (4/27/26): I was able to finally get the account balance transferred to my account and am now moving my funds to another bank. The bank did apologize for the way the case was handled but then when I asked for a copy of my parent's last two statements and I got the same stupid response to supply the following:
"- Letters of Testamentary, Letter of Executorship, or Letter of Personal Representative. Please ensure court seal/stamp is visible
- Notarized Letter of Instruction. Please indicate your intent and specify what information is needed at this time"
I was very clear in my request that I needed copies of the last 2 bank statements for tax purposes. Is the bank seriously asking me to go to probate court to get copies of my deceased parents bank statements after they have transferred the funds into my account?

Horrific - Do not use this bank.

I got their ATM card for an emergency if I needed my cash quickly & they say online you can get $1000 instantly from one of their ATMs - that’s also a lie. You can’t. Most the ATMS only let you do $400 limit withdrawals (I went to Costco). I try to use the card for the first time due to a delayed transfer (see later details), & it does not work so I call them.

This customer service rep. told me that my card was not found and I was not issued one. When I asked then why do I have the correspondence from you all showing where you messaged me & told me you sent me the card and it would arrive in X business days in my inbox on the APP and i’m holding it in my hand right now? Then I asked for a supervisor to investigate further seeing as the pin I set up worked upon entry, then they changed the story to “Oh you never activated the ATM card that’s why.” I knew I signed the back of the card once I activated it and the first time I tried to use it a year later it’s not working... This was my reason for my FIRST call.

When they told the first lie about my ATM card not being activated I knew this was a blatant lie. So I told them, OK then i’m transferring all my money out & closing the account, & his response was “Ok I can assist you with doing that now if you like…”

Next I had a check written that has since bounced b/c the idiot (most likely not a citizen) who doesn’t understand how banks work, cashed it when I told him it would take several business days & not to deposit before it a certain day due to UFBs lengthly time limit for external transfers. I wanted to give him the check immediately knowing it would be the last time I’d see him, he does not live nearby & putting checks in the mail is now very risky.

Huge mistake - first bounced check of my life and a nice late fee has been charged to me by them which i’ll have to try & beg to get dropped later.

The way UFB works- you make the transfers via their app, & unless you screen shot the confirmation on the app immediately after, there is NO RECORD of your transfers being done. They don’t email you or ANYTHING. Then comes the next set of calls & lies.

I call the Indian call center again. I explain I’m still waiting on these transfers & now have no working ATM card & am approaching business day 5 (they’re supposed to take 3-5 business days per their info.). She states I selected a 6 day wait time when I made the transfer (that’s not true - the app defaults the transfer day to the first available day - you cannot get it sooner - you obviously leave it as the soonest listed day which pops up immediately when you initiate the transfer. But of course she states it’s my doing… Another lie.

I had also made another $4K transfer (on top of my initial one which was taking forever b/c i’m now getting worried - and this 2nd 4K transfer is still allowed per their monthly transfer limits) as now i’m realizing this is going to take over 5-6 business days for the initial deposit. I had not told her about this yet.

The next day I decided to empty the entire remaining money out (32K+) to close the account given all the other BS. When I asked about the status of these transfers records she states she sees the 3rd transfer of 32K I made & my main inquiry which was the first 4K transfer i’m still waiting on…But when I then ask if she sees record of my 2nd transfer I made, she tells me no & that she only sees the other 2.

Why? Because I never told her about the 2nd transfer until the end of the call. She literally just repeated back the transfers I already told her about myself.

They just tell you what you want to hear, or are incompetent, or have no record of anything (hence the ATM card BS). And if they’re wrong they barely say sorry and offer to do nothing to fix it. They just MAKE IT UP.

It’s like catching someone who you spread a rumor to but only told them 2 of the 3 details to see if you can catch them in the act when they later spreading the rumor - surprise surprise… that’s exactly what she did. 2nd call and more lying.

Then she’s telling me the entirety of my money $32K+ I transferred out will go through on Easter Monday 4/6 - even though I made the transfer on 4/2 - but my FIRST ORIGINAL TRANSFER made 3/31 of only $4K somehow will take over 5 full business days & finally transfer that same day on 4/6, which makes ZERO SENSE!!!! AGAIN!!! MORE MADE UP BS!!!!

Guarantee you that is not going to happen & i’m going to be waiting 6+ business days for a standard ACH external transfer i’ve done many times with my main credit union I bank with & transfer to regularly.

In addition they stop giving you the max APY after you’ve been using them awhile & you have to CALL THEM to get them to “renew” your account to give you the most current/ highest rate. SCAM behavior. DO NOT USE!!!

Horrible app and online platform. It takes too long to move money. When you schedule to withdraw your money and move it out of their bank the give no confirmation number and it doesn’t show in scheduled transactions. Pretty scarey. I just scheduled AGAIN to move my money out. This is the 3rd time for one withdrawal. Edit: I ended up wiring myself my money and paid the wire transfer fee. That worked right away, for anyone else having problems. Closing my accounts with UFB.

As of September 2025, their IT programmers broke tablet functionality. I was given the runaround for 6 months . Today I demanded to speak to a supervisor or 1st VP. I was told it was not within their power to do so.. I will be moving my money to a different bank because obviously they don't want to support customer issues..

It took 13 days and 3 attempts, before UFB Direct sent a response to a message that was sent through UFB Direct’s website. When a reply finally came, it appeared to be a generic template response.

Wire missing for three days, unable to speak to supervisor, only getting run around. Never again customer for over 2 years.

I called UFB DIRECT & to set up my daily limit. It's still $200 only I've set it up for $500 . The customer service has not been doing their job right. And their machines are in Chinese or Japanese words. That's scary. My cousin set this up for me. NOW I'm worried because on the BBB website people said they had their Identity stolen. I'm glad I put a block and warning on my social security number and credit report. This is scary when an ATM has Japanese words on it NOT English. Beware of this bank institution!

Just had to share that all my dealings with UFB thus far have been good. I found their customer service reps to be good listeners, to be motivated to help and I have always gotten the help I needed. I have had to remit funds to a relative many times and that has worked rather well as well.

Scheduled a transfer on 11/18/25 to occur on 11/28/25 and it did not happen. Customer service had no explanation and would open a Technical Support Ticket, this was on 12/1/25. On 12/8/25 I checked on the status of my complaint and it shows that the Technical Support Ticket from 12/1/25 has not been started. POOR CUSTOMER SERVICE!!!!

UFB had a system outage that prevented them from sending a wire that I already had received a receipt for. This was a time sensitive wire for a real estate purchase that I trusted UFB to deliver. They failed and ruined the transaction. I cannot even get in contact with the. Disgusting business, stay away.