UFB Direct Reviews 154

They were very attentive and noticed my birthday was coming up and waived a wire fee.

Since at least August 26 I can not transfer my money at UFB bank to any one of my 5 external link accounts. Several calls with customer service yielding nothing. Several messages yielding nothing. Today they responded advising me how to link an external account. During one of my calls with an Asian customer support I asked to speak to a supervisor. I was told it was not possible.

Finally 2 days after posting this complain a UFB senior customer service advised to try to schedule the transfer 1 day later then the system suggest. That seems to work. Thank you Trustpilot.

The customer service girl (i think her name was Jessica) was WONDERFUL!! She was patient, knowledgeable of the ways to help me out. She also helped me set up / add a Non-Axios account that I'd been trying to do for 3 weeks. Hope I get her every time I call in.

My Husband and I were opening a joint account, keeping in mind I have had my account there for several years never an issue. However when we did the process for the joint they required his drivers license No problem I respect that. I do want to make it very clear here We both have Real-ID from the same state. Except his says Temporary on it for a Driving issue Regardless it still a valid real ID. The bank accepted that but then we get a random email from them saying they want his residency card, WOW that is a huge leap and a racist one at that to assume because someone one has a name from another country and a temp license. That they are not a US Citizen. Horrible rac#@% owner. This is not acceptable way to do business. No where on my husbands life does it say anything other than US Citizen, They solely went off those two things.I will also be removing my account and taking lower interest than supporting a rac$#@ owner of a bank.

I can not still get my funds out. They are holding 57k hostage and I can not transfer. I notified the NYState banking dept as they said it's in process. They are really dumb. They answer my secure message "To close an account, you need to transfer out the balance to zero". What idiots work there. I can not xfer funds anywhere. Linked banks never show up in external xfer page. And it says the banks are linked!!!And to get to talk to a human, nobody speaks English that I can understand. I keep saying "please repeat, what, did not understand what you said." I do a HUCA and the same. If UFB reads this, send me a check express for all this trouble. What aholes. if you can fog a mirror, you can work there.

I have been trying for over a week to get my money out of the bank. I have spoken to a dozen people at the bank who have assured me my money is being sent out "today" and i still havent received any funds.

I am starting to think this no-name, small-time bank doesn't have the funds, and has stolen my money (75k+)

Cody was awesome to work with he was patient, personable, knowledgeable, super helpful and pleasant. Probably the best banking customer assistance phone experiences I've had.

I have a money market with Axos, and I wanted to deposit a check to keep the account active. I had a simple question so I called and also sent a message on the Axos site, but it took 4 days to receive a message back, which seemed like a long time to wait. Improved wait times regarding messages would be helpful. I next tried to upload a picture of the check under the deposit feature, but I also had difficulty uploading the check so I called the customer help line (another number listed in the message I received). Although I did reach someone right away this time under the new number, I had trouble understanding the customer service representative (she was nice but hard to understand) due to language barriers, which was very frustrating since I still did not know how to proceed.
I decided to call the number later in the day, and this time, Cody answered. The experience immediately changed when I talked to Cody. Cody was one of the nicest service representatives that I ever talked to. He was helpful, attentive, patient, kind, and understanding. He went out of his way to help me, and this was very important since I had no clue on how to proceed. He clearly explained what I should do to get a clear image in order to upload a check. It is hard to find good customer service so I greatly appreciated talking to Cody. He should be definitely recognized for his professionalism and kindness.

Do 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 I’ve ever had with any business.

My 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 transaction—not 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 dignity—if not her legal rights.

No one, especially a vulnerable senior citizen, should be subjected to this kind of treatment from a financial institution. Legal action is currently being explored.

If I could give it a zero star I would. I am going on a third time of having my account targeted for fraud. I no longer trust keeping my monies here so tried to move except my accounts have now been "restricted" and I keep getting erroneous information about how I can access my money. UFB has my money and I keep getting the run around on how to get my money back. They are sitting on 8k of my funds.

Support is impossible to reach an American person. They don’t answer messages for days. .....

4/26/25 I'm still waiting.

I received an email saying that my Visa debit card ending in 1105 had been activated, but I had not received a debit card recently, which prompted me to phone IFB. The gentleman I spoke with helped me close out that debit card and issue me another one. He was professional and respectful. This happened on 04/18/25, but I had to backdate the incident to submit this review

I have had their account 3 years and have NEVER had an issue with them.. paying 4.01 is the best rate I see without jumping through hoops, opening checking accts etc. I do not understand the bad reviews.

I'd give this negative 5 stars if I could

Below is the latest note I sent to the "social media" email account they keep telling people to write to here on TrustPilot. I'll let you decide for yourself whether it's worth any ounce of your money or time to do business with a crappy bank like this. Hint: it's not.

Hi - you can look up my name in your system. I'm having an ongoing issue with UFB Direct. What you're doing is grounds for a case to be brought against you via the FTC or US Consumer Protection Bureau.

I have been trying to move all my money out of UFB for more than a month now. I have connected my external account automatically and tried to transfer the money. I have disconnected and tried again. Didn't work. I messaged support. They told me to disconnect again and add it manually. I did. Did it twice, actually. Didn't work.

Messaged support. They told me to go through my external bank account and pull the money from UFB into my external account via that other bank's website. Didn't work.

Messaged support. They said do a wire transfer and UFB would refund me the $35 fee. I did that. I got $35 in my account. But again, cannot move that money without doing another wire transfer, which faces a fee of $35. So if I transfer the $35 that is MY MONEY, it will cost me $35 to move it. $0 transfer?

I'm done. I'm fed up. I've read the reviews on TrustPilot, hence me emailing the social media address instead of customer service.

This is ridiculous. I simply want to close my account and stop doing business with you. I should be able to do this without calling any number. I am travelling abroad right now, and I cannot call a US number.

So - what will you do?

You are going to deposit another $35 in my account, to cover the cost of the wire transfer. I will have $70 in my account ($35 of MY MONEY, which was used to cover the first wire transfer, and the additional $35 you will deposit to cover the cost of the transfer). Once I make the wire transfer, I'm closing my account and telling no one to ever do business with you again.

If you do not comply, I will be emboldened to go to the authorities and reporters with my story. It's ridiculous that, because your technology doesn't work, I should have to be forced into keeping an account open with you, or else losing $35.

Please respond in a prompt manner. This should be your top priority.

I was having issues updating important information on my account, and their support team was helpful and efficient in resolving my problem.

DO NOT DO BUSINESS WITH THIS BANK! Used to be the bank of choice a year ago, now a loser bank due to their low savings interest rate of 4.01%, well behind their competitors. As of this review, I'm getting 4.75% out of a competitors savings account. That's a huge difference. What's worse, is they don't care about how you feel or that you're taking your business elsewhere.

customer service understood my issue, and offered me a great/better rate than advertised, as incentive to maintain usage of the bank. much appreciated, and continuing to use and support the bank because of it.

Ability to transfer large amount of funds.

They Locked me out of my account. When contacted the customer service they were making excuses. Didn't pay interest for 4 days in a row during the holiday. Didn't pay interest on the weekends that I was with them for 3 months. They are Sketchy as heck. i would give then -5 star if I could.