Bank of Internet USA, a division of BofI Federal Bank

March 11, 2015Revdex.com Case ID number: [redacted] This email is to acknowledge receipt of your correspondence from [redacted] ***Bofl Federal Banktakes consumer feedback very seriouslyWe have fully reviewed this matter and a detailedresponse has been em ailed directly to the consumer on March 11, 2015.In order to protect consumer privacy, we are unable to provide you with the detailsIf you haveany questions or concerns, I may be reached at 858-649-ext####.Sincerely, [redacted] Compliance Officer

Please refer to attached documentThis email is to acknowledge receipt of your correspondence from [redacted] # [redacted] Bof Federal Bank takes consumer feedback very seriouslyWe have fully reviewed this matter and a detailed response has been emailed directly to the consumer on June 14, 2016.In order to protect consumer privacy, we are unable to provide you with the detailsIf you have any questions or concerns, I may be reached at [redacted] x***Sincerely, [redacted] Compliance Officer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI did see the letter that B of I sent the Revdex.comHowever, they never sent me any emails relating to the matter nor have they called me Regards, [redacted]

Excellent workReasonable, honest and professionalWould hire this company again

Please refer to attached documentThis email is to acknowledge receipt of your correspondence from [redacted] (ID # [redacted] )BofI Federal Bank takes consumer feedback very seriouslyWe have fully reviewed this matter and a detailed response has been emailed directly to the consumer on November 24, 2015.In order to protect consumer privacy, we are unable to provide you with the detailsIf you have any questions or concerns, I may be reached at [redacted] x***Sincerely, [redacted]

The accounts are under my previous name [redacted] For some reason they have an issue with my legal name change even with court document, new social security card, and divers licenseThey have now allowed me access to the accountsAs long as I am able to transfer/withdrawal my money out the issue I have with this Bank will be over My account numbers are [redacted] and [redacted] I have transferred the money from my savings account ( [redacted] ) into the checking account and have written a two checks and deposited them into my new checking account at [redacted] ***Once the checks have cleared and interest has posted to the BofI accounts I will pull the remaining monies out and close the accounts Again, thanks for being there when customers have issues [redacted] (Formally [redacted] )

Please see attached response letter for Bofi Federal Bank's response to Ms [redacted] Thank you Dear Ms [redacted] : Please allow this letter to serve as a response to the complaint that you lodged against Bofl Federal Bank afkfa Bank of Internet USA (the "Bank") with the Revdex.com (Revdex.com) on March 20, In your complaint you indicate that you recently closed your account with the Bank and asked to have the balance of your funds sent to you immediately via checkYou stated that you received this check without any issueHowever, upon attempting to deposit the check you had difficulties and it was ultimately determined that the check had been prepared with faulty encoding During our attempts to assist you, we had you read us the MICR line of the check; but if we had asked for an image of the check instead, we would have immediately seen the problem Unfortunately, the situation was further complicated by the fact that we did not have a good phone number on file for youWe attempted to call the numbers that we had, but were unsuccessful First, I want to apologize for the bad experience you had with this checkBecause of the encoding error and our delays in recognizing the nature of the problem there was an unfortunate delay in getting your funds to youWe have researched the check and made corrections to guard against this happening in the futureAs we became aware of the mistake, our Processing Supervisor, [redacted] spoke with you to assist you and resolve the situationOn March 25, 2014, we sent you a new check in the amount of $366.34, which was the remaining balance in your account, via overnight mail We apologize for any inconvenience you may have experiencedThank you for bringing this issue to our attention so we were able to get your funds to you and to make corrections to avoid problems of this nature in the future Please feel free to contact us or [redacted] directly if you have any other questionsThere being no further action required, we will close this case

Please refer to attached documentThis email is to acknowledge receipt of your correspondence from [redacted] ID # [redacted] BofI Federal Bank takes consumer feedback very seriouslyWe have fully reviewed this matter and a detailed response has been emailed directly to the consumer on April 7, 2016.In order to protect consumer privacy, we are unable to provide you with the detailsIf you have any questions or concerns, I may be reached at [redacted] x***Sincerely, [redacted] Compliance Officer

Please refer to attached documentSeptember 25, 2015This email is to acknowledge receipt of your correspondence from [redacted] ***# [redacted] Bofi Federal Bank takes consumer feedback very seriouslyWe have fully reviewed this matter and a detailed response has been emailed directly to the consumer on September 25, 2015.In order to protect consumer privacy, we are unable to provide you with the detailsIf you have any questions or concerns, I may be reached at [redacted]

Dear Mr [redacted] : We are in receipt of your letter to the Revdex.com and appreciate the opportunity to provide this responseOur records indicate that your application for a new account was completed and submitted to us on March 4, From there, we conducted due diligence on your company, signers, and industrySince we rarely meet our clients in person, our due diligence must necessarily be thorough and findings must be within the bank's risk tolerance in a combination of up to eight criteria (for example: credit risk, market risk, compliance risk, transaction and operating risk, reputation risk, interest rate risk, etc.)After careful deliberations on your application, our decision concluded that your banking relationship posed potential risk beyond our toleranceThere was not one single factor or area that led to our decisionRather, it was a combination of the information available to us as it pertained to our risk management criteria and thresholds that resulted in our decisionI understand that we communicated that decision with you on or about May 10, While that process took longer than we normally resolve, it was lengthened by the discussions required and by our banker's advocating on your behalfWhile I stand by our decision to forego a banking relationship with you, I regret that we were not quicker to communicate that with youI am happy to hear that you have established a new banking relationship and I apologize for any inconvenience that we may have caused youPlease contact me direct at [redacted] if you wish to discuss this matter furtherSincerely Yours, [redacted] [redacted] FVP, Business Banking

After years of banking with Bank of Internet, without warning, they started charging $per statementYou might assume this is $per month, but actually Bank of Internet produces two statements on months that have days: a 30-day statement and a 1-day statementSo by the time I received my statement statements would be in the works and I'm out $ I was never alerted to these terms and I certainly never agreed to themWhy would anyone bank with a company that charged $to $per month just to see the balance?

Poor customer service and communication skills from employeesNot willing to work with customer in order to resolve problemCan not see why anyone would establish a relationship with this institution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.attached is my statement with my name from my bank account where the money came out 11/posted 11/09/using my debit card.So where is it fraud and why was funds "available" when I set up payments on their bill-pay if they never receivedThey did not cancel payments or let me in to cancel billpay when they closed accountNow I'm being charged returned fee from merchants I paid because of their negligence
Regards,
*** ***

Please refer to attached documentJune 15, This email is to acknowledge receipt of your correspondence from *** *** #***BoflFederal Bank takes consumer feedback very seriouslyWe have fully reviewed this matter and adetailed response has been emailed directly
to the consumer on June 15, 2015.In order to protect consumer privacy, we are unable to provide you with the detailsIf you haveany questions or concerns, I may be reached at *** *** x***Sincerely,*** ***Compliance Officer

After applying for a checking account I received a follow up e-mail requesting proof of residency in the form of an electric, gas, water, or landline phone bill I currently rent an apartment with my cousin and we do not have a gas, water, or landline telephone bill and the electric bill is in her name The bank never asked for this information up front and refused to accept any other proof of residency I never would have provided all of my personal information to them had I known that they would be completely inflexible in proving where I live

I had a horrible experience with Bank of InternetMy experience has prompted colleagues and friends to question the legitimacy of the bank as an enterpriseIt took several weeks to set up this account and I did not receive a debit card or checks for over three weeksTo date, neither of those have been sent to meAfter waiting this long of time without being able to access my funds (totaling several thousand dollars), I attempted to close this account and even this process is taking a weekThe "security measures" (e.g., putting limits on the amount one can transfer) are not consumer friendly and warrant deeper investigationNone of these delays in access to my funds were disclosed to me upfront when I signed up for the accountCustomer service was neither responsive or helpful despite my several calls and emails on the websiteI will never use an "internet bank" again and certainly do not recommend this particular company given this horrible experience

I have done many mortgages with a variety of banks and this by far was the most difficult closing I have ever had I was told one thing and then given another when it came to closing costs

Please refer to attached documentThis email is to acknowledge receipt of your correspondence from *** *** #***BofI Federal Bank takes consumer feedback very seriouslyWe have fully reviewed this matter and a detailed response has been emailed directly to the consumer on
March 16, 2016.In order to protect consumer privacy, we are unable to provide you with the detailsIf you have any questions or concerns, I may be reached at *** x***Sincerely,*** ***
Compliance Officer

Please find the attachment for the response to the complaint
Thank you,
Compliance
Dear ***:
Please allow this letter to serve as a response to the complaint that you lodged against BofI Federal Bank (“the bank") with the RevDex.com (Revdex.com) and the Office of the Comptroller of the Currency (0CC).On November 12, 2015, your checking account was funded with a $transfer from a credit cardOn November 16, we received notice that the $transfer to open your account was declined as “not authorized/fraud" from the credit card company, At that time, the bank made the decision to shut down all services on your accountYour account was closed once the fraudulent return was processed on November 18, As you are aware, you spoke with our customer service representative on November 16th and were informed that your account would be closed on November 18th Please feel free to contact us if you have any other questionsSincerely,
*** ***
FVP/ Retail Compliance Manager

Please refer to attached documentThis email is to acknowledge receipt of your correspondence from *** *** (ID #***)Bofi Federal Bank takes consumer feedback very seriouslyWe have fully reviewed this matter and a detailed response has been emailed directly to the consumer on February 12, In order to protect consumer privacy, we are unable to provide you with the detailsIf you have any questions or concerns, I may be reached at *** x***Sincerely,
*** ***
Compliance Officer