Bank of Internet USA, a division of BofI Federal Bank

Please refer to attached document.
This email is to acknowledge receipt of your correspondence from [redacted] #[redacted]. Bof 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 June...

14, 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

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 seriously. We 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 details. If you haveany questions or concerns, I may be reached at 858-649-2186 ext. ####.Sincerely,[redacted]Compliance Officer

Phone customer service is always "experiencing higher than expected call volumes" and the wait time has always been for me at least 30 minutes. Check deposits take 5-7 business days. They closed my account while a transaction was pending and did not ask me.

horrible! Second year I had them they called to offer assistance since it appeared thru my financials I was not making enough to sustain paying the mortgage. Funny, I said since I pay 400.00 over the payment every month. Now I am 30 days shy of closing on the 4th year. (Never a late pay BTW) I asked if we could close a month early an waive the late fee. I received a 2 sentence denial e-mail. I will be very happy when I am not doing business with this company. They have harassed me about Insurance, even though it is standard practice for insurance companies to quote and reinstate 15 prior to expiration, they want 6 weeks and will send threatening letters. They also want to question your business practices, even though you pay them.

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 below.I feel like you are not getting what I am saying - please do not blame this on [redacted]. I feel the problem is with his boss, Mr [redacted]. I did get angry Mr [redacted], when I asked him to redo the papers for the third time (to remove the impound account) because he promised to get back to me in the morning, and nothing happened until late that day (after I sent him some angry emails), but when I did hear, I heard from Mr. [redacted]. Then I asked for a new agents, and Mr [redacted] told me he would take over, which was not what I wanted, because I was pretty sure it was his fault I did not hear in the time frame that Mr. [redacted] had given me.
Also, nothing you say will ever make me believe that the 45-60 day time frame was anything beyond a passive aggressive act by Mr. [redacted].  Several other loan companies had quoted the 30-45 day number. I would also like to point out that First Choice, the lender who stepped in to fix this mess, has managed to do it in 31 days. When they took over the job, they pretty much agreed to get it to me within the 45 day window you promised me from the day I started with your company, thus doing it faster than they normally would. I am having trouble understanding why First Choice was able to step up and fulfill your promises and Mr [redacted] was absolutely intractable when asked to expedite the third set of loan documents (in fact taking considerably longer than the first (albeit incorrect) set had taken. He was equally intractable when I requested he speed up the process to keep with the original time frame. When I started with your company, I made it clear I needed the money by June 4th. I am grateful to the people at First Choice for making that happen, and will be continue to be appalled by the way I was treated by Mr [redacted].
So, how is this resolved? that ship passed when it took you so long to respond to my initial complaint. I made that as a last ditch effort to get my loan out of the mess it was in. I wanted to make it work, but if I had stuck with BofI, I never would have received the money in time. I naively assumed that when I sent you that complaint, you would get things done. Because we all know, that if anyone at BofI would have shown any interest in working with me, you could have given me the same service I received at First Choice. 
Mostly, I think your response is just spin. 
Regards,
[redacted]

Please refer to attached document.
September 25, 2015This 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 September 25, 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].

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 below.
I will call the number the Bank provided. I have been granted access to my accounts so I can pull my money out. Below is a message they sent me through their website so I was unable to read it until they allowed me on line access to my accounts.
In accordance with your Deposit Account Agreement with BofI Federal Bank, please be advised that we have elected to close the Account(s).
In order to provide you with sufficient time to procure alternative banking services, the effective date of the closing will be 30 days from the date of this letter.
Upon expiration of this 30 day period, the Account(s) will be automatically closed and all related services terminated. 
We suggest that you stop making deposits to and stop writing checks against your account at this time.
If there remains a balance in the Account after all outstanding transactions have cleared, we will send you a check for the balance (less any outstanding fees, service or other charges) to the address  listed above.
Please ensure to make other arrangements for any automated transactions such as direct deposits and prearranged Ach credits and debits.
Please do not hesitate to contact us if you should have any questions concerning this letter.
 
Sincerely,
 
BofI Federal Bank
Regards,
[redacted]

Please refer to attached document.
This email is to acknowledge receipt of your correspondence from [redacted]lD # [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 May 17, 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

Poor customer service and communication skills from employees. Not willing to work with customer in order to resolve problem. Can not see why anyone would establish a relationship with this institution.

After years of banking with Bank of Internet, without warning, they started charging $5 per statement. You might assume this is $5 per month, but actually Bank of Internet produces two statements on months that have 31 days: a 30-day statement and a 1-day statement. So by the time I received my statement 3 statements would be in the works and I'm out $15.

I was never alerted to these terms and I certainly never agreed to them. Why would anyone bank with a company that charged $5 to $10 per month just to see the balance?

Dear Mr. [redacted]:
We are in receipt of your letter to the Revdex.com and appreciate the opportunity to provide this response.
Our records indicate that your application for a new account was completed and submitted to us on March 4, 2016. From there, we conducted due diligence on your company, signers, and industry. Since 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 tolerance. There was not one single factor or area that led to our decision. Rather, it was a combination of the information available to us as it pertained to our risk management criteria and thresholds that resulted in our decision.
I understand that we communicated that decision with you on or about May 10, 2016. While that process took longer than we normally resolve, it was lengthened by the discussions required and by our banker's advocating on your behalf. While I stand by our decision to forego a banking relationship with you, I regret that we were not quicker to communicate that with you.
I am happy to hear that you have established a new banking relationship and I apologize for any inconvenience that we may have caused you. Please contact me direct at [redacted] if you wish to discuss this matter further.
Sincerely Yours,
[redacted]
FVP, Business Banking

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 below.
I did see the letter that B of I sent the Revdex.com. However, they never sent me any emails relating to the matter nor have they called me.
Regards,
[redacted]

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...

March 28, 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

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 below.We never have received any correspondence from your company relating to our complaint. Please send it directly to me if you would please.
Regards,
[redacted]

this complaint relates to Bank of Internet (BOI) fiduciary responsibility and the customer service associated with upholding this responsibility. I recently closed a checking account with Bank of Internet, requesting the remaining balance be sent as a check be sent to my address on file. This was done promptly and without issue. I first tried to deposit this check to another bank via online deposit and was unable to deposit using this method (although I have used this online deposit successfully many other times). I then took the check to my local bank branch office, and deposited it in person. The next day I received notification from the bank that they had reversed the transaction on the check deposit, because they could not process it as it was not valid. They called the bank it was drawn on and they said it was voided. It's missing characters with the routing #'s and account number. They also call Bank of Internet (operations area) and they said it was a voided check. Personally, when I look at the check after the fact, I can tell it's missing OCR characters and only has "|" and "<" and ">" between the routing and account numbers.

I immediately contacted BOI customer service and they noted the issue, and stated it would be resolved within 24 hours. I called within the 24 hours to make them aware the issue was with the missing OCR characters, but quite simply, didn't really want to listen to what I had to say. I then waited to hear from them, but after the 24 hours were up, called them. After being put on hold for a lengthy time, they came back and said they issue wasn't yet resolved. Once again, they were trying to blame the bank where I attempted to deposit the check without wanting to listen to what was causing the issue.

The issue has not yet been resolved, and my sum[redacted] of the issue is they appear to believe the funds in my check account belong to BOI and they have no fiduciary responsibility of transferring this remaining balance to the me (the depositer).