Consumer complaint received 2025-12-18 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: MIDFIRST BANK
State: CA

Complaint narrative:
I received an email from Vio Bank on XX/XX/year> that I needed to log in to keep my account active. When logging into the online banking portal, I was notified my password had expired and needed to be reset. 

Their password reset process requested detailed information that I did not have with me, so called into their support center to request a password reset. The person with whom I spoke went through their verification questions, many of which were unreasonable given the scenario, including : 1. The exact date I opened my account ( which was over 6+ years ago ) 2. The bank I used to fund my account when it opened ( 6+ years ago ) 3. Details about recent transactions ( which I can't access because I'm locked out of my account ) 4. The bank account number in question ( which I couldn't access, because I was locked out of my account ).

I was then informed I failed the caller verification process and couldn't get my passw
ord reset. I pushed back that I answered the verification questions except for the ones I couldn't answer due to either the event happening 6+ years ago or dependent upon having access to my account. I suggested that closin

g my account may be a better outcome. The agent informed me if that is something I'd like to explore, I would receive a separate phone call from Vio to walk me through the process. The call then ended.

I called back the next day when I had access to a computer to review communications from 6 years ago, the agent walked me through the password reset process and I was able to successfully access my online account. At this point, I thought all issues had been resolved. 

On XX/XX/year>, I received an email from Vio informing me that my account was closed and included an attachment with a XXXX image for where the check would be sent ( it was an old address ). When I called into Vio a third time, after going through their poorly designed verification process, the agent would not initially tell me why my account was closed nor why I did not receive a follow call. She then told me that she could see that in fact it was a bank decision to close my account with the reason being I had failed the user verification questions when I called to get my password reset. I was informed my account could not be reopened because it was now closed. She did not confirm that my check would be sent to the updated address that I requested. She ended up hanging up on me. 

I called a fourth time, spoke to a supervisor who confirmed the account had been closed by the bank and could not be reopened once closed. I relayed the customer experience issue encountered, specifically regarding the closing of the account without my request nor informing me in advance of its closure. At that point, I ended the call. 

I have no interest in resuming a relationship with Vio Bank and want to ensure regulators are aware that they are inaccurately closing clients savings accounts without instruction, nor following proper procedures for disbursing funds to recipients.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief