Consumer complaint received 2026-07-15 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Company closed your account
Company: MIDFIRST BANK
State: NJ

Complaint narrative:
XXXX Summary This complaint is filed against Vio Bank ( a division of MidFirst Bank ) for deceptive practices, inconsistent statements, failure to process valid payment transfers, lack of timely communication, and retaliatory account closure. Vio Bank consistently rejected authorized automatic payments to my mortgage company, XXXX Mortgage, despite having a sufficient account balance. After a Vio Bank representative initially confirmed my balance was sufficient, management pivoted and contradicted this fact, leading to late fees. When I formally challenged these discrepancies and requested cooperation, the bank abruptly closed all my accounts without prior notice or consent, leaving my active autopays disrupted and placing me in severe financial jeopardy. Detailed Timeline and Description of Events XXXX. Inconsistent Statements and Refusal to Cooperate ( XX/XX/year> ) Initial Verification : A Vio Bank customer service agent joined a conference call with myself and my mortgage company ( XXXX Mortgage ). On this call, the Vio Bank agent explicitly validated and agreed that there was a sufficient balance in my account to cover the mortgage transfer. The Contradiction : On subsequent interactions, XXXX XXXX XXXX XXXX pivoted from this stance, falsely claiming that sufficient funds were not present. Refusal to Resolve : On XX/XX/year>, I reached out to XXXX XXXX to find a resolution. XXXX Mortgage asserted that the bank denied the transfer and requested that Vio Bank justify the rejection or provide a letter confirming the sufficient balance to waive my late fees. Vio Bank refused to provide any such letter or take responsibility for their XXXX issues. Escalation : On XX/XX/year>, I sent a formal email to XXXX XXXX detailing the contradiction between the bank agent 's verbal verification of funds and the management 's new stance. I notified her that because the bank refused to cooperate to resolve the late fee, I would have to take further necessary actions. XXXX. Retaliatory and Sudden Account Closure ( XX/XX/year> ) Unnotified Closure : Shortly after I challenged Vio Bank 's errors and stated I would take next steps, Vio Bank abruptly closed my accounts without my authorization or any prior warning. Follow-up Ignored : On XX/XX/year>, I emailed XXXX XXXX demanding to know who authorized this sudden closure, the reasoning behind it, and how Vio Bank planned to compensate me for disrupted auto-payments and the late fees already incurred. I received absolutely no response. Second Warning : On XX/XX/year>, I followed up again, warning the bank that I would pursue legal action if a detailed explanation was not provided by XX/XX/year>. The Bank 's Stance : Rather than responding to me directly, XXXX XXXX Bank sent a letter to the Better Business Bureau XXXX BBB ) on XX/XX/year>, dismissively stating they closed my accounts for " business reasons in accordance with the Account Agreement '' and considered the matter closed. XXXX Bank XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX : Vio Bank held my funds and rejected legitimate payment requests from my mortgage company despite a confirmed sufficient balance. Deceptive & Contradictory Statements : The bank provided contradictory information regarding my balanceverbally confirming the funds to a third-party mortgage company and later denying it to avoid liability for payment XXXX failures. Retaliatory Account XXXX : The bank chose to close my accounts as a " business decision '' immediately after I challenged their errors and requested formal documentation. This is a predatory tactic designed to silence consumers rather than addressing operational errors. Failure to Provide Timely Communications : The bank completely ignored my direct written inquiries dated XX/XX/XXXX and XX/XX/XXXX regarding the status of my funds and the reason for account closure. Impact on the ConsumerFinancial and Operational Damage : Late Fees : I was charged a late fee by Roundpoint Mortgage due to Vio Bank 's refusal to process payments and failure to provide standard documentation. Autopay Failures : The sudden, unprompted closure of my accounts severely disrupted active automated payments, putting me at risk of additional late fees, credit damage, and service cancellations. Severe Harassment and Stress : The banks " XXXX '' behaviorrefusing to communicate, shifting statements, holding funds, and suddenly terminating my banking relationshiphas caused significant distress and harassment.

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 explanation