Bank of Internet USA, a division of BofI Federal Bank

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 26, 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

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.The response is a mere retelling of the time lineIt does not address many of my concernsNor does it even accurately show the time lineOne of my concerns was the fact that Mr *** told me it would take 45-days to get the loan, when I was originally told 30-daysI felt it was a passive aggressive move on his part, and when I pushed him on it, he backed down a bit, but not muchI have asked other loan people in other companies and a realtor, and they all scoffed at the idea that it should take over daysAnother concern was the fact I was given an impound account without my consentYes, you backed down quickly when I objected, but it seems shady to meOn April 30th, when I was getting very frustrated with the time it was taking to get an accurate set of disclosure documents, Mr*** promised them to me the next day - on May 1stI was leaving town and requested they get there in the morning, but he refusedThis, I thought, showed bad service on his part, since the previous two sets had errorsIn fact, the time frame he was going me to get the forms was longer than the original set had takenAt 4:on May 1st, I send him an email telling him I had not yet received the documentsSeven minutes later he responded that they were sent out at 1:It was a terse message - no offer to try and find out why they had not been sent out, nor an offer to resend I looked in my spam folder and everywhere it might beI did not get itNor did my husband receive his copyI am not sure what went wrong but they were not sentI sent him several emails and got nothingBy this time, I was feeling frustrated and trapped into your company because rates had gone up a bitThen I had a great idea - on May 1st at 5pm, I sent your offer to a couple of other lenders and one got back to me quickly with an offer to match your terms exactlyI told him the story and my frustration - he also agreed that the 45-day to get the loan was absurd, and said days is more than enoughAt that point I wrote to Mr *** and told him I might pull out of our deal, but I still wanted those disclosure forms - because, until I got the forms from the second company, I was not sure I would switchWho knows? Maybe Mr *** was right and the time I was being made to wait was normalBut, in the end, the new lender got the documents to me before BOFI did, so I went with themMay I point out that the other company started the process Friday evening and in theory your company should have started the process to reorder the documents sometime the day beforeAnd, in two weeks since I started using them everything has gone very smoothly and I should have final approval in a day or two - less than three weeks!
I would also like to take issue with the comment "you also requested a third set of documents..." Mr *** also made a similar commentI get the impression you think I was being unreasonable in asking for so many setsBut, you do realize that each request was for a corrected version? That the first two versions had errors?
Also, the last contact I had with BOFI was on Monday, when I finally received the documentsThere was nothing on May 5thI also got a very kind apology from *** for his part in the mix upI do not blame him for any of thisI thought he was making too many mistakes and requested his supervisor, but that is when things really went downhillAgain, I would like to point out that I felt Mr *** was unprofessionalI think he was being purposely obstructionist to the point of trying to get me to quit the bank, and in that he was successfulI was did file with Revdex.com in hopes that we could get this settled and I could continue with BOFI, but it took you quite a while go get back to me, which makes me doubt you take these complaints seriously, despite your words.
Regards,
*** ***

Please allow this letter to serve as a response to the complaint that you lodged against Bofl Federal Bank (the
MBank") with the Revdex.com (Revdex.com)In your complaint you mentioned that you were dissatisfied withthe manner in which the closure of your Certificate of Deposit
(CD) account was handled.We have researched your account and the transaction in question and have found you were contacted by DirectBanker *** ***Direct Banker *** apologized for the inconvenience and frustration caused by the originaldisagreementDuring the phone conversation with Direct Banker ***, you accepted our apology and resolutionto reverse the early withdrawal penaltyAfter the phone conversation, the Bank mailed a check for $520, theamount of the penalty, to your address of record.We are grateful to have had you as a client and appreciated your desire to bank with us.Please feel free to contact us if you have any other questions

I love this bankI have been with them for over years and I don't have any issues with themI have checking and saving accountsI earn 1% cash bank and interest on my savingsno minimum requirement & no fee for ATMI will definitely recommend it...very few bank have this type of benefits right now

This 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 July 19, 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

Great rates for mortgage loans but service is extremely lacking I have contacted the company twice and received a confirmation email saying I will be contacted within business day I have yet to be contacted to resolve my issue During the refinance process I had to correct multiple errors that they made If you need a low interest rate and have experience with the refinance process you can likely survive the process - I do not recommend this company for anyone who is buying a home or has little experience as they are not helpful

This company has the absolute worst customer service I have ever experiencedI am not sure if the employees are not trained correctly or if they just lie to get you off of the phone but they do not honor anything that they sayI have banked with them for about months and my first account was compromised by a hacker, because of this I had to open a new account with themThe company contacted me saying that they had moved to using the microchip debit cards and I would be getting a new one in the mail in about weeks, months later when I received the card it was linked to my old account and was not able to be usedThe bank told me that they were sorry and that they were going to rush me a new card that would come in 1-business daysAfter business days I contacted them and I was told it was actually 3-business days, after business days I called back and got an apology, the "supervisor" told me that he would override the first card that they sent me so that I could use it until the new card came, which he didn't care to estimate when that would beThe card activation worked over the phone but the card did not work in the store or in the ATMI called back again, by this time I had spent about hours on the phone with them this day, they told me that the card would work at midnight, midnight came and went, no dealI could go on and on about how unprofessional they are, how much they have lied to me but I'll stop by saying that stay away, please if you have any other option than to use them do thatIn my 20+ years of banking this is by far the worst bank I have dealt with

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 May 28, 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 *** *** ***Sincerely,
*** ***
Compliance Officer

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 May 17, 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 *** *** ***.Sincerely,
*** ***
Compliance Officer

Not a good experienceJohn quoted me $for rooms of interior paintingAfter I had him back to look at the paint and cut out rooms and a hallway, he kept the same $quote since the paint in the rooms was darkThis seemed high since I had told him the paint colors during the initial meeting
One room was full of very dark, rough cabinetry, and I knew the grain would still show through the paintHowever, there was no prep work done and latex rather than oil-based primer was usedI did not realize I needed to specify the type of primer for that roomParticularly when they used oil-based in of the bedrooms
Of the three bedrooms, two have very splotchy areas where the coverage is unevenSome spots obviously were hit with one coat of the brushShelves that were painted for use as display shelves are not completely paintedPaint drips are on my hardwood floors and on window sills, as well as various pieces of furniture
One of my main concerns is the room that is used as an officeWe painted directly over old vinyl wallpaperThe paper was incredibly well adhered, but it wasn't cleaned prior to priming (this is recommended on the primer's website)Some areas are already flaking offI suspect I will spend the rest of my life touching up the flaking areas in this room
During the painting (which was estimated to be days but went a full and would have gone to had we not bumped up against the weekend), paint cans were left open and wet paint trays went uncovered on the floor as well as next to very expensive furnitureThe project sprawled from the allocated space to half the house with equipment just dropped wherever...some in traffic areasThis despite the fact we were explicit about where paint and tools could be left at the end of the dayNeedless to say, if they'd needed more room and come to us, we could have allocated more space
We are just really unhappy with the finished productParticularly at the price chargedI have a few more rooms to paint, but I'll be bringing in other painting contractors to bid the workI would not recommend this company

Revdex.com:
I filled out an online complaint form against:The Bank of Internet
arial, sans-serif;">La Jolla Village Dr #140, San Diego, CA 92122Since they have rectified the situation, I would like to cancel the complaintPlease let me know how I can do it.Thanks,*** ***

I gave BOFI my credit card information for a credit check. They used my credit card to pay for an appraisal without my consent. I asked them to send the appraisal to my bank witch was never done. I would not recommend BOFI for any financial transactions.

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 license. They have now allowed me access to the accounts. As 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 refer to attached document.
This email is to acknowledge receipt of your correspondence from [[redacted] # [redacted]]. Bofi Federal Bank takes consumer feedback very seriously. We have fully reviewed this matter and a detailed response has been emailed directly to the consumer on...

March 7, 2016.In order to protect consumer privacy, we are unable to provide you with the details. If you have any questions or concerns, I may be reached at [redacted].
Sincerely,
[redacted]
Compliance Officer

Excellent work. Reasonable, honest and professional. Would hire this company again.

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, 2014.
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 check. You stated that you received
this check without any issue. However, 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 you. We attempted to call the numbers that we had, but were
unsuccessful.
First, I want to apologize for the bad experience you had with this check. Because of the encoding
error and our delays in recognizing the nature of the problem there was an unfortunate delay in
getting your funds to you. We have researched the check and made corrections to guard against
this happening in the future. As we became aware of the mistake, our Processing Supervisor,
[redacted] spoke with you to assist you and resolve the situation. On 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 experienced. Thank 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 questions. There
being no further action required, we will close this case.

I have an IRA. It was opened with H &RBlock bank which sold it to BOFI last year. Because I am over 70 1/2 I am required to take a minimum required distribution each year. Over the past 2 weeks, I have spent hours on the phone seeking the proper form to request my MRD. I've tried several numbers that I found online and each person I have spoken with gives me different information, tells me she would mail me a form, or leads me to their website to print out forms. Ive not received the form or found it on the website. No one seems to know what he is doing. They all try but are uninformed as to how to help me. Can you help?

Bank of Internet (BofI) acquired my 401k plan from another source. The last few months my new financial advisor and I have attempted to consolidate my 401k plans and relocate my assets. Other companies had procedures in place and were able to handle these requests timely, however with BofI this required over 6 months of paperwork, lost paperwork, change of name forms, resubmitting forms, and repeated phone calls. Unfortunately I would call this company extremely disorganized and unable to keep their own requested forms filed as they would repeatedly ask for the same information that was faxed or mailed.

The only way I was eventually able to complete the process to have my money transferred was to complete everything online through their website "inbox" so there was an electronic trail of the conversations. This process still took multiple days to receive responses and having to resend information.

I highly recommend staying away from this company for any new business due to their inability to hep the customer.

Please refer to attached document.
This email is to acknowledge receipt of your correspondence from [redacted] ID # [redacted]. BofI Federal Bank takes consumer feedback very seriously. We 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 details. If you have any questions or concerns, I may be reached at [redacted] x[redacted].
Sincerely,
[redacted]
Compliance Officer

Please refer to attached document.
This email is to acknowledge receipt of your correspondence from [redacted] (ID #[redacted]). BofI Federal Bank takes consumer feedback very seriously. We 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 details. If you have any questions or concerns, I may be reached at [redacted].
Sincerely,[redacted]
[redacted]