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Initial Complaint
06/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I initiated a transfer from my checking account with ***** fargo to my savings account vio. The money was returned and vio placed a security hold on my account. I have spoken with them numerous times asking them to remove the security hold. They refuse to do it. They are holding my money hostage. I want to close my account with vio and want the balance of my money returned to me.
Business response
06/14/2024
Please review the provided response to ***************************** in response to her complaint submitted to the BBB.
Customer response
06/19/2024

Complaint: ********

I am rejecting this response because:
I have spoken with a supervisor and they told me what to do to remove the security hold on my account. I have done this and it still hasn't removed the security hold. That combined with the very rude response fron the business regarding this matter is the reason for my rejecting the response.
Sincerely,

*****************************
Business response
06/24/2024
Please review the provided response to ***************************** in response to her rejection submitted to the BBB.
This letter serves as our response to ************************* rejection to our response to the above-referenced
complaint submitted by Vio Bank, a division of MidFirst Bank (Vio) to the Better Business Bureau
(BBB) in *************, ********, on June 14, 2024.
In response to Ms. ****** rejection to our response dated June 14, 2024, a Vio supervisor spoke directly
with ************** on June 24, 2024, and ************** confirmed that the issues raised in her complaint were
resolved and indicated she was satisfied. MidFirst considers this matter closed.
MidFirst appreciates the opportunity to respond to Ms. ****** complaint.
Initial Complaint
04/22/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
the bank is refusing to refund the money after they closed my account for business reasons.After several months calling them they argue that my own bank dont accept the money and in my bank they said it's no true my account number with ********************** is **********
Business response
04/25/2024
Dear Ms. ********:
We acknowledge receipt of the above-referenced complaint submitted by Juan ******* to the Better
Business Bureau (“BBB”) in Oklahoma City, Oklahoma, concerning Vio Bank, a division of MidFirst Bank
(“Vio”), and received by MidFirst Bank (“MidFirst”), on April 22, 2024.
Thank you for bringing Mr. *******’s concerns to our attention.  To protect the privacy of Mr. *******’s
financial information, a Vio supervisor spoke directly with Mr. ******* and the issues raised in his complaint
were addressed during the call.
MidFirst appreciates the opportunity to respond to Mr. *******’s complaint.
Sincerely,
MidFirst Bank
501 Grand Blvd.
Oklahoma City, OK 73118
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I, Jelveh M., have a Cornerstone ******************** Account with ********************. I submitted a Beneficiary form, adding my husband and my daughter as POD. I received an email confirming that my request was processed. When I sign into my account, on viobank.com website, I cannot find anywhere how to access the beneficiary information to make sure that the names and detail have been correctly added. When I sent an email inquiring about my concern, I received the same automated email stating my request has been processed. I called five different managers, who never answer their phones. I left messages and asked for a call back to address my concern. I waited three full business days and none of the managers called me back. I sent an email to customer service and they responded I would not be unable to see the beneficiary. I find this very concerning and extremely unusual for a bank not to give access to an account owner to view their chosen beneficiaries. It is the most bizarre thing I have ever heard. Since the five managers cant be bothered returning my calls, I need someone at the headquarter to contact me and explain this matter to me. The five managers I called and never heard back from are: **************** at extension 7918, ********** at extension 7971, V. H at extension 7959, **************** at extension 7917, and Chrissula at extension 7973.
Business response
03/07/2024
Dear Ms. ********:
We acknowledge receipt of the above-referenced complaint submitted by Jelveh ******* to the Better
Business Bureau (“BBB”) in Oklahoma City, Oklahoma, concerning Vio Bank, a division of MidFirst Bank
(“Vio”), and received by MidFirst Bank (“MidFirst”) on March 5, 2024.
Thank you for bringing Ms. ********* concerns to our attention. We are pleased to inform you that on
March 5, 2023, a Vio supervisor spoke with Ms. ******* and the issues raised in the complaint were
addressed. MidFirst considers this matter closed.
MidFirst appreciates the opportunity to respond to Ms. ********* complaint.
Respectfully,
MidFirst Bank
5701 N. Shartel Avenue
Oklahoma City, OK 73118
Customer response
03/08/2024

Complaint: ********

I am rejecting this response because:
The representative who called me did not solve anything. just told me I cant see the *** form that they scan into their system This didnt solve anything, just that they cant do anything about it. She also tried to blame me for all the supervisors not returning my calls, by stating I should have called the main number and asked for a supervisor. So, me calling their direct lines and asking for a call back was a mistake and they have the right not to answer their phones, even though part of their job is to solve customers issues. Instead of apologizing for not calling me back, I was at fault for calling their direct lines and not the main lline.
Sincerely,

***************************
Business response
03/11/2024
Dear Ms. ********:
This letter serves as our response to Jelveh ******* rejection to our response dated March 7, 2024, to the
above-referenced complaint submitted by Vio Bank, a division of MidFirst Bank (“Vio”) to the Better Business
Bureau (“BBB”) in Oklahoma City, Oklahoma, on March 8, 2024.
In response to Ms. ********* rejection to our response dated March 7, 2024, a Vio supervisor spoke with
Ms. ******* again on March 8, 2024, and addressed the issues raised in her complaint, and we believe she is
satisfied.
MidFirst appreciates the opportunity to respond to Ms. ********* complaint. MidFirst considers this matter
closed.
Respectfully,
MidFirst Bank
5701 N. Shartel Avenue
Oklahoma City, OK 73118
Customer response
03/13/2024

Complaint: ********

I am rejecting this response because: I am still not able to see the names and details of the benefliciaries I chose to add to my account. The person who contacted me apologized for the fact that in the pervious call she blamed me for the fact that 5 different supervisors failed to return my calls. That was nice of her, but that did not solve the issue that I can still not see anywhere on my account the details of the beneficiaries I chose to add to my account. Therefore, I am not satisfied. I did make some suggestions to her in reference to how this issue can be rectified. I am not sure if anyone is looking into implement my suggestion. Thank you.

Sincerely,

***************************
Initial Complaint
02/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I emailed Vio as phone calls take longer. I simply asked about ordering checks and rather than just telling me that checks are not issued for my type of account, **************** told me to call in. I asked to be answered through email and she told me that checks were not given for this account. My follow up question was answered by ********************, a senior banker and that makes this issue even more upsetting. She reluctantly answered my question with boilerplate wording and again told me to call. I understand that specific account details need to be discussed on the phone due to security reasons but this was a basic general question. I told her that it is more convenient for me to email and I told her that customer service email addresses were for that very reason. I apologized for inconveniencing her with my email rather than taking up more of my time on a phone call. Her response was to tell me again to call in. Repeatedly being told to call in after explaining customer service emails are meant to be used and is more convenient for me is extremely annoying and rude. This does not give me any confidence in this bank that should problems arise I will get proper resolution. It would be wonderful if this person in an elevated position would be reminded of proper understanding and service of the customers since that is the department she is working in to answer emails. Then, I sent a separate email to inquire what the management email was so I could inform them of my experience and the email bounced back. I was blocked by her from any further emails which is very inappropriate. Not only could I not get a managers email, she prevented me from emailing for any reason. At that point I left a request on the website for a callback to provide me a managers contact and was not given it. This is not how proper bankers should conduct business nor behave. ***************************, in upper management, was made aware of this situation after I found his contact email online and he ignored my email
Business response
02/12/2024
Please review the provided response to ************************* in response to her complaint.
Customer response
02/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
01/28/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been using Vio bank high yield savings from multiple years. The interest rates were high and went to very low and then increased a lot to all the 5 plus percentage. Vio bank played very cheap technic. when interest rates went down they decreased to bottom percentage however when the interest rates raised they just increased to 1%, I haven't verified because these high yield savings accounts should automatically increase to market rate. Very recently I found that they were paying 1% instead of 5.3% or 4.5% plus.. I lost many thousands of dollars. When I called them they said they have opened new type of accounts called money market savings account and asked me to switch to that. This was implemented two years ago and no intimation sent to me either thru mail or email. When transferred all my money different bank and made available balance to zero then their marketing email started triggering about money market savings account. When I talked to them their answer was we have put some information in the website. Very very cheap bank marketing technics. Where customer is eligible to get 4x or 5x interest rate but bank is paying 1% and did not inform to the customer about their strategy changes. I think lot of other customers also in the same way impacting. if we file legal case on this definitely bank need to pay millions of dollars to the customers and towards penalties.
Business response
01/30/2024
Dear Ms. ********:
We acknowledge receipt of the above-referenced complaint submitted by Krishna **** to the
Better Business Bureau (“BBB”) in Oklahoma City, Oklahoma, concerning Vio Bank, a division of
MidFirst Bank (“Vio”), and received by MidFirst Bank (“MidFirst”), on January 28, 2024.
Thank you for bringing Mr. ****’s concerns to our attention. A Vio assistant manager contacted
Mr. **** directly, and while we were unable to satisfy Mr. ****, MidFirst believes that it has
appropriately addressed Mr. ****’s complaint and considers this matter closed.
MidFirst appreciates the opportunity to respond to Mr. ****’s complaint.
Respectfully,
MidFirst Bank
5701 N. Shartel Avenue
Oklahoma City, OK 73118
Customer response
01/30/2024

Complaint: ********

I am rejecting this response because:
Mr **** was from vio was telling me that they have tried their best to communicate and try many ways to connect with customer.
I have asked when and what way you have tried to connected me. He replied they have sent one email in May 2022 that they have open new money market account.. That's the effort they put.
I did not receive their email, can you give me for the reference, he couldn't send that to me. When they knew there are many customers are loosing the money of 5x times. Did you ever try to send any time to send reminder. His reply was his customers are matured and they don't need reminders. More than one and half year they are just enjoying customers money.
I have asked when I took my money out and put zero balance, why I got an emails about money market account two times within four days. He doesn't have any response.
This very cheap technic to take customers money.
Sincerely,

****************
Business response
02/02/2024
Dear Ms. ********:
This letter serves as our response to Krishna ****’s rejection to our response dated January 30, 2024, to
the above-referenced complaint submitted by Vio Bank, a division of MidFirst Bank (“Vio”) to the Better
Business Bureau (“BBB”) in Oklahoma City, Oklahoma, on January 31, 2024.
As explained to Mr. **** during a phone call with a Vio assistant manager on January 29, 2024, all Vio
customers can go to the Vio website and view available Vio account types and current rates at any time.
MidFirst appreciates the opportunity to respond to Mr. ****’s complaint. MidFirst considers this matter
closed.
Respectfully,
MidFirst Bank
5701 N. Shartel Avenue
Oklahoma City, OK 73118
Customer response
02/06/2024

Complaint: ********

I am rejecting this response because, I didn't like the response provided. This bank intentionally cheating customers. by not sending proper communications. I am still looking for my communication which was sent to me in may 2022.

Sincerely,

****************
Business response
02/09/2024
Dear Ms. ********:
This letter serves as our response to Krishna ****’s rejection to our response dated February 2, 2024, to
the above-referenced complaint submitted by Vio Bank, a division of MidFirst Bank (“Vio”) to the
Better Business Bureau (“BBB”) in Oklahoma City, Oklahoma, on January 31, 2024.
MidFirst responded directly to the Mr. **** on February 9, 2024, to address the concerns raised in his
rejection response.
MidFirst appreciates the opportunity to respond to Mr. ****’s complaint.
Respectfully,
MidFirst Bank
5701 N. Shartel Avenue
Oklahoma City, OK 73118
Customer response
02/10/2024

Complaint: ********

I am rejecting this response because: I see response say they have contacted me on 9th of February. Wondering did they send an email, mail or phone or text? It would be great to show their response. I havent received any email or phone. Anyhow in first conversation around feb2, **** told me they will send the email proof to bbb about 2022 communication.

Sincerely,

****************
Initial Complaint
12/05/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 11.12.22, I opened an account with ********************** . I funded the account with 1500.00,Several days later they closed the account and have to issue my money back.
Business response
12/08/2023
Please review the provided response to ******************************* in response to his complaint.
Initial Complaint
09/26/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a servicemember and military spouse currently stationed in ******* with my home of record at the house I own in ****. I opened a Vio high yield money market account recently and funded it as required with an initial $1000 and then scheduled another transfer of $5000 from my USAA account when I got paid. I received emails three days ago saying that the transfers failed because the account could not accept transfers. I tried to call Vio but because I am stationed in ******* I could not get through during normal times. I finally called today when I received an email they closed my account. I called tonight and got no explanation, basically they read me some stock language and said "we are closing the account and not telling you why." I finally found an account with an acceptable interest rate compared to the terrible interest we get with USAA and they unilaterally close my account. It's unacceptable. I want my account and I want to maintain a regular, high balance in said account as I should be able to do. And if they will not, this better not in any way my thus far flawless credit report. I tried to get answers from the business directly and they hung up on me.
Business response
09/29/2023
Please review the provided response to *************************** in response to her complaint.
Initial Complaint
09/22/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I applied for a money market savings with Vio bank. After completing all my required information to include my social security number it stated they could not process my application. I called the company and they stated they could not give me a reason why it was denied and to apply again. I believe this is a scam to get peoples information. They promise I high yield online savings and when you apply they deny your application, but have all your information. Please look into this company.
Business response
09/26/2023
RE:  Complaint Number #********, Consumer Complaint Filed by *************************
Dear ********************:
We acknowledge receipt of the above-referenced complaint submitted by ************************* to the Better Business Bureau (BBB) in *************, ********, concerning Vio Bank, a ******** of ************* (Vio), and received by ************* (MidFirst), on September 22, 2023.
Thank you for bringing **************** concerns to our attention.  To protect the privacy of **************** financial information, a Vio supervisor spoke directly with **************** and her concerns were addressed during the phone call.
MidFirst appreciates the opportunity to respond to **************** complaint.

Sincerely,
*************
*************************
*************, ** 73118
Customer response
09/27/2023

Complaint: ********

I am rejecting this response because: I still was not told why I was denied for a savings account.

Sincerely,

*************************
Business response
09/28/2023
Please review the provided response to ************************* in response to her complaint.
Initial Complaint
08/14/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On several occasions I tried to login to my account on ********************** and they keep dis allowing my last set password. When I call to reset my password they say they will have their manager call to assure who I am, but they never call me. This has happened on two separate occasions.
Business response
08/17/2023
Please review the provided response to ******************* in response to his complaint.
Customer response
08/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
04/10/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was looking at my past statements and noticed that a $5 paper statement fee was taken out of my *********** account on 3/31/22. However, I never opted into paper statements, so I am unsure of why I received this fee. I never received any paper statements before or after this fee was charged, and was never charged this fee during any other month before or after I have held this account. I am unsure of why my account was randomly switched to paper statements for a month, but since I did not authorize this change on my account, I would like to request to have this fee waived on my account at this time. I have attached a copy of the affected statement to this complaint for your reference.
Business response
04/14/2023
Please review the provided response to ************************* in response to his complaint submitted to the BBB.

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