Axos Bank

Beware! Our refinance should have been a no brainer...took 4 months. Now, we cannot communicate with them at all... no one takes ownership, everyone hangs up on you, if you are lucky enough to even get an answer at the string of different numbers we have. We have been trying for over a week to get our home owners insurance issue resolved and get access to our online banking. Too much... stay away /.. call Quicken loans! Maureen Quinlan

I picked Axos Bank because numerous reputable financial websites rated them highly. I learned the hard way that all the 1-star ratings you see are very accurate. Dealing with this bank has been horrendous. They asked for documents I uploaded numerous times and they still said they did not receive them. This is after their secure website would give you a message saying "Uploads Successful" yet they would continue to ask. They asked us to fund our escrow account for a year and a half of property taxes upfront until I complained. They included property on my application that was owned by a family member but not me. After telling me "don't worry about it" the information still showed up on my closing papers. The personnel are courteous and professional but unfortunately this doesn't override slow and confusing communications. They also insist on making sure no money comes directly to you if you are doing a cash out. It was so bad we had a few hundred dollars coming back to us after they wrote checks to companies we were paying off. They suggested that THEY write a check to our bank to pay off a small amount of overdraft protection. In short, Axos Bank doesn't trust you to spend your own money. Don't walk away from this bank, RUN.

Opened an account due to a hacking incident, moved all paycheck payments to axos, and not even a month in, They Closed my account and wouldn't tell me why!!!

0/10 Would not recommend

We were set up an auto pay. They took a lower amount out and then the problems began. We were assigned a collection manager and no one else would deal with us and they ever never available. So frustrated would not take money from me 3 weeks passed and they took there auto payment of the lower amount again we get reported late .. have filed a dispute with credit bureau this should be illegal. Bad customer service.

SUCH BAD online customer service. They were't able to answer any of my questions, kept telling me to call in. My favorite reply they gave me for my question "why do I keep getting prompted to authorize my computer" was "you have a device in a device". I asked them to clarify and they just repeated themselves. Then I asked several times to talk to someone else, and they said no.

Do not say I didn't warn you...DO NOT USE!

Dealing with this bank is like the Nathan For You rebate episode. INTENTIONALLY IMPOSSIBLE TO ACCESS YOUR YOUR FUNDS. Where do I start? MY mother opened a IRA account about 13 years ago with about $1,000 to get credit on her tax return. In the past 5 or so years she had tried multiple times to call and get this account closed and access her funds. She was given the run around and so the money stayed.

Finally I decided this was the week this account will get closed. $1000 is a $1000 and I refused to just leave it there and have the yearly account fees to eventually dwindle down to zero.

So Im looking at the annual notice they send. Got to say they seem to be intentionally making themselves hard to contact. This account statement HAS NO PHONE NUMBER no contact information. Just the name of the bank and the address in CA.

So I google the telephone number and give it a call. I reach someone that sounds like they are hanging out at home eating potato chips. I tell them we want to close the account. He mumbles eventually that's the retirement department and he will have to transfer me. He says he's going to put me on hold but what it sounds like he does is just set his phone dow. I hear talking in the background and he NEVER COMES BACK ON THE LIN. I eventually hang up.

I try to call back and am unable to get a live person. I leave a message. Keep calling and calling. Its during business hours but nothing is happening. I do this for the better part of an hour.

In the meantime I attempt to create an online account because the phone messages are all saying this is where "so much" can be accomplished. I enter in all my moms info and it says I am UNABLE TO COMPLETE THE ONLINE REGISTRATION and MUST speak with someone via phone to continue. GRRRRR

After about an hour and a half of this I finally get a gentleman that sounds like he is out of the country on the line. Says oh the reason why the online registration couldn't complete was that we need a photo ID of my mom on file. He was me send him pictures via email of my mom holding a picture of her id to an email address (which by the way would be IMPOSSIBLE FOR MANY ELDERLY TO ACCOMPLISH) and is something Ive never had to do with any of my online only accounts like I have with Ally.

He has me on hold as he "processes" it and HANGS UP ON ME INTENTIONALLY.

I call back and get another lady that is the most helpful. She processes the photo and says the real reason I can't create and online account is they have no email on file? That she needs to update this and we should be good to create and online account and once we have an online account we should be able to request an account closure.

She processes that YET I AM STILL UNABLE TO COMPLETE MY ONLINE REGISTRATION. It pauses on the second page on the registration where it has you accept their privacy practices. It says "must enter email" but there is not place on the page to enter an email. She says give it an hour and try again.

I say, "so are you telling me the only way a person can access their accounts with this bank account is not by phone, NOT by MAIL, not in person, BUT ONLY ONLINE?!? Is there not other way I can close this account?"

She says yes. Online is the only way. Not by mail form, Not by phone. I say what if a person isn't able to jump through these hoops? They just can't get their money? She says yes.

So eventually and for no reason for the delay, I am able to complete the registration and email a secure message about closing the account .

They get back to me in 2 days later and say that I need to complete this withdrawal form, attach it to a reply only to this conversation, and they can withdraw the funds...BUT THE FORM NEEDS TO BE NOTARIZED FIRST?!? ridiculous. Never have a needed a notarized form for an IRA withdrawal.

So I try to attach the form to the reply that I am apparently REQUIRED TO DO to process the request. (and ONLY to this specific conversation in the mailbox). The process is not intuitive and INTENTIONALLY RIDICULOUSLY DIFFICULT to do. There is no attach emblem. I have have to scout around. Say something wasn't helpful...and then the reply and attach option pops up. Trust me on this. Either this banks process sucks that much organically and unintentionally and you shouldn't deal with them or, as it seems to me, they intentionally make account closings and withdrawals impossible to do. And you shouldn't deal with them.

So we attach the form without the notary and say there shouldn't have to be one because if you read the form even the form says that's only needed of there is account changes requested in addition to withdrawal request.

Days later I get a message that says it had been processed and we DID just get the check.

So, If you want to go through something like this when the time comes to service your account have at it. But I cannot image the people that really need the money and have their life savings with this account dealing with this nonsense.

I tried Axos for personal account and business account. Until I signed up I had great support and many promises. I opened a personal account and transferred $25,000 into the account by ACH. It took 5 days. When I tried to transfer funds out of the account I was blocked. The limit of $20,000 per month was applied even though the transfer was in. The only way to increase the limit was via their messaging system. Numerous attempts were made via the messaging system with no result. calling customer service got me to their automated EVO system which is useless. When I did get to customer service it was overseas. The line was poor and the background noise overwhelming. The people are badly trained, unhelpful and rude. They said use the messaging system.
Their web interface is terrible. Trying finding your account number and routing number, impossible. I had to get it verbally over a bad telephone line from a strongly accented call center person.
I just paid $15 to get my money out via wire transfer.
AVOID this bank. Run away, don't walk.

Got routed to them through a car refinance service. Never got loan documents. Unable to ever fix my online account or pay my bill. Misreported to my credit. Literally the worst experience period in refinancing

I don't normally write reviews and have paid off car loans before with much less effort. I have never been able to login to my created account and unable to view loan statements for the last 5 years. Contacted customer service on multiple occasions and they would send a code to help access the account, only the code expired by the time it came across in my email. In order to pay off a loan you have to contact the loan department and receive a letter that is only good until 1pm that day and payment must be made that same day or else you need to calculate daily interest. They do not allow you to make these payments online and will only accept cashiers check, personal check, or wire transfer. Each of these methods require another $30 plus fee to send overnight or wire transfer. That is ridiculous! I have never had such a problem with paying off a loan before. I would steer clear of this bank for loan purposes unless you really want a $30 plus charge for $1.23 interest payment. I was able to do online payoff 10 years ago at another bank without having to go through this mess.

I’d advise everyone to go with a different business bank. I originally opened a business bank with Axos because I thought it would be more convenient to have an online bank. I was terribly wrong. Axos business banking services moved so slowly. I called at 9:40am pacific time and upper management team weren’t in. And yet, at 4pm, also no upper management team was available. Customer service couldn’t help even when the case was “escalated”. When you deposit a check, they hold the funds for “up to 5-business days”, but be aware that 99% of the time, it will be 5 business days. Wire request requires you to print out a paper form to submit through a secure message, and it will usually be sent out 4hrs+ later. Completely unreliable. My closing was delayed because of this.