Axos Bank Takes Customer Service to the Front Lines

I’ve been using Bank of Internet for the past 6 years and they recently rebranded to Axos Bank, updated their online banking and totally redesigned their app. Pretty ambitious.

While I have appreciated all of the improvements, it truly is a better experience, I could not get the app to work on my phone. Every time I launched the app it would show the splash screen and close. The peculiar thing is that my wife has the exact same phone as me and was able to use the app without an issue.

I left a poor review of the app in the Google Play store saying it did not work for me. Then I got a phone call from someone saying they were in charge of developing the new platform for the bank. He asked if he could meet me in Orange County to troubleshoot my issue?

Being skeptical I asked him to provide evidence that he worked for the bank. This was troublesome because he already had all of MY information. He could see every penny in my account, but how do I vet HIM? So I took a chance at met up with him at Agrusa’s.

His name is Hugh and he brought his developer Anton to try to find out what the issue was with my app. Their office is located in San Diego so they drove up to meet in person. Hugh said he was happy to find someone with the issue he could drive to.

For Hugh and his team it was unacceptable that people were not able to use the app, even if it was just a handful of individuals.

Anton hooked up my phone to his computer and proceeded to go through lines of code to try to replicate and isolate the issue.

 Michael Daehn with Hugh and Anton from Axos Bank

Michael Daehn with Hugh and Anton from Axos Bank

3 1/2 hours later they figured out the problem. It had something to do with me setting up fingerprint access on my phone, something my wife had not done.

I commend Hugh, Anton and Axos for taking the customer experience seriously. They didn’t sit behind their computers, but went straight to the front lines and helped out their customer directly.

And by the way, the app is pretty sweet. If you are looking for an online banking solution, check out Axos.

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