192 total
I have been a customer for 2.5 years. The Bank is solid and the customer service walks you through any questions. They place a personal touch and keep communication open. Rates were Great!
Date of experience: August 17, 2023
Reply from Axosbank
Hi Gordon, we are pleased to hear that and appreciate you taking the time to send your feedback. Thank you for your business and for the 5-star review!
Want to accomplish anything? Brace yourself for a labyrinth of phone calls and 'secure messages,' as if we're exchanging state secrets. And don't bother calling the business line—they'll just loop you into the consumer division where you'll waste 10 minutes explaining your issue to someone who can't even assist you.
The customer service? Laughable. Each time I call, I get someone in India who barely speaks English, turning every interaction into a game of linguistic roulette. Got a simple question? Prepare for a minimum 5-minute hold while they consult the Oracle or whoever they're talking to on the other end. At this point, I'd trust a Magic 8-Ball for quicker and clearer banking advice.
Bottom line: Axos Bank has perfected the art of wasting your time and eroding your patience. A spectacular failure in modern banking. Avoid, avoid, avoid!
Date of experience: October 02, 2023
Reply from Axosbank
Hello Christopher, We are sorry for any frustration or inconvenience caused. Our goal is to provide the best service possible, and we realize we fell short in your case. We have shared your feedback with our team, and we are working hard to improve our services. We highly appreciate your business and are committed to helping you in any way possible. We have already escalated your concerns to the relevant team, who will be in touch with you shortly to assist you better.
I had a wonderful experience with Axos (Nationwide) for several years until they added their Fraud department. They go way overboard with that crap and just as Tate said in his review, it has caused me to just have to leave my purchases; it was so embarassing. I also lost money on business deals because of it. I tried many times to get the problem fixed; I called, I wrote emails and finally just had to start using another bank. It's a shame that such an excellent bank allowed itself to just go to the dogs.
Date of experience: June 12, 2023
Reply from Axosbank
Hello James, We apologize for any inconvenience caused. We appreciate your feedback and will use it to improve. We hope to have the opportunity to serve you again in the future.
Yasaman has been wonderful with getting back to me with every question that I have had regarding my business account. She guided me every step of the way when I opened up my account. She is a true asset to AXOS!
Date of experience: September 25, 2023
Reply from Axosbank
Hi Rhonda, we are delighted to hear that you received excellent customer service from Yasaman. We appreciate your feedback. Thank you for your business and for the 5-star review!
I've experienced the worst customer service when it comes to company checking. especially Mose, who was completely deficient in skill in every way. Not only did the bank not notify me of the fraudulent transactions, but I also had to cope with a lack of contact from my relations manager. But Ke ZO OK allows me to receive a refund in about three days.
Date of experience: October 29, 2023
Reply from Axosbank
Hello Denzel P, We apologize for the poor experience. This falls short of our service standards. Your business is valuable to us and we want to make things right. Please email us at [email protected] so we can escalate this to the right team for assistance. We hope to hear from you soon.
Starting off I am partial to online banks and prefer them to brick and mortar. I was originally a customer of Simple Online Bank and while they had great customer service they were limited in what they offered. I found Axos and I very much like the different accounts they offered. I have been with them now for 6 months have been very happy with my experience with them. I will say the only complaint I do have is there check cashing, they tend to hold funds longer compared to other accounts I have had. I have had several friends switch to Axos and they all have been very happy.
Date of experience: February 09, 2021
Terrible online bank. Blocked my debit card without notifying me, every request or transaction requires you to submit a ‘secure message’ which takes days to be responded to, absolutely zero personal touch. Left listening to hold music for well over an hour. Will be closing out my account asap.
Date of experience: April 21, 2022
Reply from Axosbank
Hi Stewart, we are sorry to hear this. Our intent is always to protect, never to hinder. I have escalated your comments to the appropriate team.
DO NOT USE THIS BANK. I would leave zero stars if possible. This bank has antiquated technology and does not follow cybersecurity best practices. I have to download, sign, and re-upload a paper form to send an outgoing wire transfer. This goes into a black hole of the "secure message center," which means zero communication back from them to confirm the wire has been processed. It's also not possible to see what messages/files I submitted, so no ability to verify anything went through. Calling customer service means a 20+ minute call only to be told the form wasn't done correctly!
Date of experience: September 19, 2022
Reply from Axosbank
Hi there, we are sorry to hear we aren't meeting your expectations here. Could you please email us at [email protected] so we can assist?
Axos Bank sent my SSN/PII to an email address that is not mine.
My full SSN was sent in an encrypted PDF to an unverified email address that is not mine. I tried to notify their compliance department, have left several messages, and haven't received any follow-up from any one in their compliance department. I reached out to senior executives on many channels. Most messages have been ignored. One reply promised that the application would be deleted from their system but I've never heard from them again and that email address continues to receive follow-up about that application.
Date of experience: January 25, 2024
Reply from Axosbank
Hello John, Thank you for your feedback. Our apologies for the delayed acknowledgment. This was forwarded to the pertinent group upon receipt. You can expect direct correspondence from the appropriate team that will address your concern.
Absolutely horrible. The worst company I have ever had to deal with. AVOID AT ALL COSTS. Customer service is atrocious. One agent pretended he couldn't hear me/ lost connection. When I called him out on it, he magically heard me right away. The user interface is horrible and you cannot move your money anywhere, even after you say you want to close the account!!
Date of experience: August 25, 2023
Reply from Axosbank
Hello Torey, We apologize for any frustration or inconvenience caused. We value your business and we want to help. Please email us at [email protected] so we can gather more details and escalate this to the right team for assistance. We hope to hear from you soon.
I cannot describe how horrible my experience has been with this company. DO NOT give them your money - it's impossible to get it out, and they're business banking website looks like it's from 1992. It's taking me 3 hours of holds to transfer money out of this bank, and honestly, I'm starting to think it won't happen.
Date of experience: April 12, 2023
Reply from Axosbank
Hello Adam, we are sorry about the negative experience and for the frustration caused. We'd like to help. Please send us an email at [email protected] so we can escalate this to the right team for assistance. We hope to hear from you soon.
I put my money in this account to earn something back on it. I initially put in maybe 20 grand or so, I can't remember but after losing about $800 over the course of a year I withdrew all but $100 just as a guage to see if that $100 would be increasing over time, and if so, I'd put my money back in. Few years later and there's now $15 in the account. Imagine if I'd stuck my life savings in there!
Date of experience: May 03, 2024
Reply from Axosbank
Hello Andy, We would like to help. Please email us at [email protected] so we can escalate this to the right team for assistance.
Customer service nonexistent. Reaching by phone is next to impossible. Make sure to ask one question at a time in internal chat. No empathy from employees.
Software is awful too. The site has been designed in 2000s and never updated, only some look and feel but not functionality. Really really clunky
Date of experience: August 26, 2022
Reply from Axosbank
Hi Michael, we are sorry to hear that you had trouble with our customer service. This is not the level of service we strive to provide. I have shared your feedback about the service and app. If you have additional complaints or need assistance, please email us at [email protected]
Awful just awful. It takes days to get an account set up. The website looks like it's from 1998. You cannot do anything with your online account other than view balances and transactions. I've tried twice now to get a debit card - no luck. You call customer service and you spend 15-20 minutes on hold to get help. Then they are slow as Xmas. Their virtual assistant Evo is worthless. Judging by the positive reviews I see, I think they're using SEO and paid services to combat bad ratings.
Date of experience: October 03, 2022
Reply from Axosbank
Hi Geoff, we are sorry to hear we aren't meeting your expectations. We do not pay for customer reviews. I have forwarded your feedback to the appropriate team.
axos bank sucks. You cannot understand the words of the "team member" voice clearly, the Indian accent and low bass volume is frustratingly hard to interpret. I hate evo chat and that is what you're supposed to use for everything. Finding out what your balances are is painstakingly hard. A transfer was due for availability on the 11th, when it wasn't by 9:30 pm on the 11th I was just able to understand that it would be ready by the end of the day, midnite, which would be the 12th. 3 day early withdrawals are the only reason for me to stay PERIOD
Date of experience: May 11, 2023
Reply from Axosbank
Hello James, we apologize for that experience and any inconvenience caused. We are always looking to improve and I have shared this with our teams to help us. Thank you for your business.
Horrible bank. Just left a review and it was deleted? Stat away from these money holding thieves. Release my funds and stop giving people reasons to call over and over and over wasting our precious time and not getting resolution. Provided better service and give better answers to why your are withholding our money.
Date of experience: December 31, 2021
By far the worst bank experience I have ever had in over 30 years in banking. Complete and utter fraud comes to mind.
Customer service is less than zero. Axos Bank's business model is to get your money and make it as hard as possible to get it back.
Business account is downright toxic. Force a change of password 4x per year and over 6 security questions to simply wire a client.
Date of experience: August 31, 2022
Reply from Axosbank
Hi Harry, we are disappointed to hear that we did not meet your expectations. This is not the level of service we strive to provide. In order for us to assist you and escalate this to the appropriate team, could you email us at [email protected]?
Really an awful company, website sucks, uses a 3rd party so was always getting locked out. My first time trying an online only bank and HATED it. I would maybe try another one, as I don't want to hate on all banks because this one sucked so bad.
Date of experience: June 30, 2023
Reply from Axosbank
Hello Scott, We are sorry that we were unable to retain your business and hope that you can consider us in the future. Thanks for your feedback.
I’m English, I have family in the UK and from time to time I want to order things online for said family from UK sites. Axos flags all such transactions as fraud and locks my card.
I used to back crowdfunded projects on Kickstarter et al. Axos flags those transactions as fraud, card locked.
There are a lot of legal, legitimate things I try to do with my Axos card that are flagged as fraud. This week, I accidentally pressed the cancel button during an in-store transaction. Fraud, card locked again, only this time I got no alert from them, and they’re ignoring my messages to reinstate. Recurring card payments will start bouncing, and I’m having to put other items on a credit card.
This is just one issue I have with them. They reject all attempts to deposit checks in-app, they’re hard to reach, and the account is extremely low frills. I don’t understand how NerdWallet ranks them so highly.
EDIT: despite replying to this review, my card is still suspended and nobody has responded to my messages. I’m opening an account elsewhere.
Date of experience: October 09, 2022
Reply from Axosbank
Hello Dale, we are sorry to hear about the frustration you have faced with your account. Our intent is always to protect, never hinder our customers. I have escalated your review to the appropriate team.
After having high hopes for Axos, sadly I no longer want to do business with them after this last experience I am having. I was promised repeatedly with whatever I needed to hear when I called, yet i have learned that 5-7 business days =8+, that today at midnight is actually tomorrow at midnight, and if the CS person tells you anything, its probably a lie.
I have been waiting for a deposit to clear for over a week now, have been told I can expect it today, tomorrow, who knows?? I ask to speak with authority and am told NO. They maade me get on my app and tell them WHY i need MY money, only to promise resolutions that never come.
When I am finally able to withdraw my money from these liars, I am closing my account and cutting up my debit card. Worst bank ever 0/10
Date of experience: December 06, 2023
Reply from Axosbank
Hello Ron, Hello Ron, We apologize for the poor experience. This falls short of our service standards. Your business is valuable to us and we want to make things right. Please email us at [email protected] so we can escalate this to the right team for assistance. We hope to hear from you soon.
