URGENT - Funds stuck at VIO Bank?

[Vanguard User]

Hello. I am locked out of my online bank account. When I called customer service they asked me my name, DOB and last 4 of SSN. I provided all that. They asked for last external transfer amount to my checking account and I provided that but they want to me to check the welcome email I got couple years ago which has my account # in it. Unfortunately, I don’t have that and none of the representatives I have spoken to will provide me with my account # which is needed to reset my password. Account has $2k in it.

What can I do? Does this mean I will never get access to my funds? I offered to submit a copy of my license but that is not their policy and I also offered to submit my SS card and they said no.

Dire situation here. Please help.

Update: Gave the first ever deposit made and last transaction. They got me in. Thanks.

Let’s keep this conversation going to assist others.

[ShadowRegent]

It's still your money, even if you've lost the account number. If customer service is unhelpful, consider filing a CFPB complaint-- this will likely get you in touch with someone who has more authority to help you at the bank.

[erp]

Do have a pdf download of a monthly statement or 1099-int from your account? It'll probably have your account number on it.

[Vanguard User]

It's still your money, even if you've lost the account number. If customer service is unhelpful, consider filing a CFPB complaint-- this will likely get you in touch with someone who has more authority to help you at the bank.

Never in my life I have had to deal with something like this. It’s 2023. I would think banks have good security in place for an online bank.

[Vanguard User]

Do have a pdf download of a monthly statement or 1099-int from your account? It'll probably have your account number on it.

For that I would need access to my account to login.

[Jags4186]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

[Northern Flicker]

Hello. I am locked out of my online bank account. When I called customer service they asked me my name, DOB and last 4 of SSN. I provided that but they want to me to check the welcome email I got couple years ago which has my account # in it. Unfortunately, I don’t have that and none of the representatives I have spoken to will provide me with my account # which is needed to reset my password. Account has $2k in it.

What can I do? Does this mean I will never get access to my funds? I offered to submit a copy of my license but that is not their policy and I also offered to submit my SS card and they said no.

Dire situation here. Please help.

You don't archive any statements?

[John Doe 123]

It's still your money, even if you've lost the account number. If customer service is unhelpful, consider filing a CFPB complaint-- this will likely get you in touch with someone who has more authority to help you at the bank.

Never in my life I have had to deal with something like this. It’s 2023. I would think banks have good security in place for an online bank.

To be fair, it sounds like the bank is being very secure.

[lakpr]

Do have a pdf download of a monthly statement or 1099-int from your account? It'll probably have your account number on it.

For that I would need access to my account to login.

Don't you keep copies of your tax documents? I *download* the pdfs for 1099 forms before I even begin filing my taxes. After filing taxes, they go into an external hard drive that's unplugged from the computer most of the time.

The CFPB complaint is a good suggestion. The bank WILL get back to you to resolve the complaint within 2 weeks, normally.

[Vanguard User]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

[Vanguard User]

Hello. I am locked out of my online bank account. When I called customer service they asked me my name, DOB and last 4 of SSN. I provided that but they want to me to check the welcome email I got couple years ago which has my account # in it. Unfortunately, I don’t have that and none of the representatives I have spoken to will provide me with my account # which is needed to reset my password. Account has $2k in it.

What can I do? Does this mean I will never get access to my funds? I offered to submit a copy of my license but that is not their policy and I also offered to submit my SS card and they said no.

Dire situation here. Please help.

You don't archive any statements?

Let me check my laptop. It may have last years 1099-INT.

[sperry8]

Hello. I am locked out of my online bank account. When I called customer service they asked me my name, DOB and last 4 of SSN. I provided that but they want to me to check the welcome email I got couple years ago which has my account # in it. Unfortunately, I don’t have that and none of the representatives I have spoken to will provide me with my account # which is needed to reset my password. Account has $2k in it.

What can I do? Does this mean I will never get access to my funds? I offered to submit a copy of my license but that is not their policy and I also offered to submit my SS card and they said no.

Dire situation here. Please help.

I'm finding this hard to believe. You don't have/know your account #. You've told them this? There MUST be another way they can verify you are you. You can't be the first customer in the world who doesn't know or have access to their account #. So what do they do in this case? Perhaps you can pass the credit bureau 4 questions test? Point is, there has to be another way. Ask to speak to a supervisor, manager or VP. Do not even begin the conversation with the lower level people.

On another note, is your VIO bank attached to another bank for ACH purposes? Perhaps you wanted to push the money out... but I'm wondering, can you pull it instead?

Email this contact at VIO https://www.viobank.com/vio-bank-focuse ... ld-savings and tell him you need a VP to call you immediately.

[lakpr]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

Sorry couldn't resist ... that is still less than 5% yield on Treasuries which are state-tax free

[Vanguard User]

It's still your money, even if you've lost the account number. If customer service is unhelpful, consider filing a CFPB complaint-- this will likely get you in touch with someone who has more authority to help you at the bank.

Never in my life I have had to deal with something like this. It’s 2023. I would think banks have good security in place for an online bank.

To be fair, it sounds like the bank is being very secure.

True but if sending a copy of my DL/SSN is not enough then what is?

[Vanguard User]

Do have a pdf download of a monthly statement or 1099-int from your account? It'll probably have your account number on it.

For that I would need access to my account to login.

Don't you keep copies of your tax documents? I *download* the pdfs for 1099 forms before I even begin filing my taxes. After filing taxes, they go into an external hard drive that's unplugged from the computer most of the time.

The CFPB complaint is a good suggestion. The bank WILL get back to you to resolve the complaint within 2 weeks, normally.

I will check my laptop. It may have 1099-INT.

I will do the CFPB.

[Jags4186]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

Oh. Then it is actually uncompetitive. I’m getting >5%.

[Vanguard User]

Hello. I am locked out of my online bank account. When I called customer service they asked me my name, DOB and last 4 of SSN. I provided that but they want to me to check the welcome email I got couple years ago which has my account # in it. Unfortunately, I don’t have that and none of the representatives I have spoken to will provide me with my account # which is needed to reset my password. Account has $2k in it.

What can I do? Does this mean I will never get access to my funds? I offered to submit a copy of my license but that is not their policy and I also offered to submit my SS card and they said no.

Dire situation here. Please help.

I'm finding this hard to believe. You don't have/know your account #. You've told them this? There MUST be another way they can verify you are you. You can't be the first customer in the world who doesn't know or have access to their account #. So what do they do in this case? Perhaps you can pass the credit bureau 4 questions test? Point is, there has to be another way. Ask to speak to a supervisor, manager or VP. Do not even begin the conversation with the lower level people.

On another note, is your VIO bank attached to another bank for ACH purposes? Perhaps you wanted to push the money out... but I'm wondering, can you pull it instead?

Email this contact at VIO https://www.viobank.com/vio-bank-focuse ... ld-savings and tell him you need a VP to call you immediately.

I know my checking account # at Wells Fargo but that’s because I’ve had them for 20 years. WF is ACH. I can’t pull/push. Money is just there. Why would a VP call me? This really is a front line support issue. It should be no higher than a Supervisor.

They said Sups are busy and will call me in 1 business day.

They asked for last external transfer $ amount. I gave them that. They didn’t ask the credit bureau questions.

[Vanguard User]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

Sorry couldn't resist ... that is still less than 5% yield on Treasuries which are state-tax free

It’s an EF.

How does ST work? Can I get access to my funds when needed with no penalty?

[Vanguard User]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

Oh. Then it is actually uncompetitive. I’m getting >5%.

Where?

[Vanguard User]

Hello. I am locked out of my online bank account. When I called customer service they asked me my name, DOB and last 4 of SSN. I provided that but they want to me to check the welcome email I got couple years ago which has my account # in it. Unfortunately, I don’t have that and none of the representatives I have spoken to will provide me with my account # which is needed to reset my password. Account has $2k in it.

What can I do? Does this mean I will never get access to my funds? I offered to submit a copy of my license but that is not their policy and I also offered to submit my SS card and they said no.

Dire situation here. Please help.

You don't archive any statements?

They are E-statements but online.

[Jags4186]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

Oh. Then it is actually uncompetitive. I’m getting >5%.

Where?

Well, for a few $1000 you could get 5.3% at Redneck Bank and you get a debit card with a bucktooth horse.

https://redneck.bank/

I have money at UFB Direct and am getting 5.02%. You could also buy treasuries.

[Vanguard User]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

Oh. Then it is actually uncompetitive. I’m getting >5%.

Where?

Well, for a few $1000 you could get 5.3% at Redneck Bank and you get a debit card with a bucktooth horse.

https://redneck.bank/

I have money at UFB Direct and am getting 5.02%. You could also buy treasuries.

I only keep $2000 but will be $3000 for EF.

I bought Ibonds for a year but this is EF.

[ResearchMed]

They are E-statements but online.

I suspect that many of us (most?) have "E-statements but online".

And to keep proper records, we download various statements as pdfs that then reside on our laptops and on backups.
That could be monthly, or annually for long-past years...?
"Storage space" is dirt cheap these days, unlike back in the day when storage space was truly a limiting resource.

Some people may also print out paper copies to store elsewhere.
We figure we can print out a pdf if a paper copy is needed for any of the assorted stored records.

Also, IF there is some sort of discrepancy, then having those copies of previous statements can come in very handy.

I can't imagine not having "our own records" of our financial records, and needing to rely upon the vendors' copies.

And your situation is but one of any number of reasons why having one's *own* records can be helpful or important.

RM

[gotoparks]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

Oh. Then it is actually uncompetitive. I’m getting >5%.

Where?

Well, for a few $1000 you could get 5.3% at Redneck Bank and you get a debit card with a bucktooth horse.

https://redneck.bank/

I have money at UFB Direct and am getting 5.02%. You could also buy treasuries.

I just looked up UFB Direct and their website has 4.81 for Premier savings and money market.

[lakpr]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

Sorry couldn't resist ... that is still less than 5% yield on Treasuries which are state-tax free

It’s an EF.

How does ST work? Can I get access to my funds when needed with no penalty?

You will have to transfer them to your brokerage firm (or buy them at your brokerage in the first place) and sell in the secondary market. That sale can have minor losses.

I usually buy at Treasury Direct, have a rolling ladder of T bills so that at any time I will have at least $2,000 available, and hold each one to maturity. I make it a point to not buy more than 26 weeks out (6 months).

[lakpr]

And this is why you avoid startup fintechs who pay an extra 0.25% interest on a few $1000.

Not true. I am getting 4.85% APY.

Oh. Then it is actually uncompetitive. I’m getting >5%.

Where?

Alliant Credit Union has 5.15% APY for terms 18 to 23 months. This is not a savings account though. In a pinch you can break the CD and pay penalties but your principal is safe

[Jags4186]

Not true. I am getting 4.85% APY.

Oh. Then it is actually uncompetitive. I’m getting >5%.

Where?

Well, for a few $1000 you could get 5.3% at Redneck Bank and you get a debit card with a bucktooth horse.

https://redneck.bank/

I have money at UFB Direct and am getting 5.02%. You could also buy treasuries.

I just looked up UFB Direct and their website has 4.81 for Premier savings and money market.

Yes, looks like UFB dropped its rate for new customers but not existing.

[Northern Flicker]

It's still your money, even if you've lost the account number. If customer service is unhelpful, consider filing a CFPB complaint-- this will likely get you in touch with someone who has more authority to help you at the bank.

Never in my life I have had to deal with something like this. It’s 2023. I would think banks have good security in place for an online bank.

To be fair, it sounds like the bank is being very secure.

True but if sending a copy of my DL/SSN is not enough then what is?

Something that proves you are who you say you are, and not a scammer in possession of your DL or SSN would be what I would want them to ask for.

With all due respect, you can chalk this up as doing you a favor by exposing inadequate recordkeeping. Your 1099 should be archived with your tax return. Your statements should be archived. Statements start a clock for reporting errors. If you don't retrieve or receive them, you may not identify an error in time to report it.

[Vanguard User]

They are E-statements but online.

I suspect that many of us (most?) have "E-statements but online".

And to keep proper records, we download various statements as pdfs that then reside on our laptops and on backups.
That could be monthly, or annually for long-past years...?
"Storage space" is dirt cheap these days, unlike back in the day when storage space was truly a limiting resource.

Some people may also print out paper copies to store elsewhere.
We figure we can print out a pdf if a paper copy is needed for any of the assorted stored records.

Also, IF there is some sort of discrepancy, then having those copies of previous statements can come in very handy.

I can't imagine not having "our own records" of our financial records, and needing to rely upon the vendors' copies.

And your situation is but one of any number of reasons why having one's *own* records can be helpful or important.

RM

I don’t download the statements and save them. They are there on the online account.

Last agent asked me for first ever deposit so working on that. That would be couple years. Not sure which year. I’ll have to play with filters.

[Vanguard User]

It's still your money, even if you've lost the account number. If customer service is unhelpful, consider filing a CFPB complaint-- this will likely get you in touch with someone who has more authority to help you at the bank.

Never in my life I have had to deal with something like this. It’s 2023. I would think banks have good security in place for an online bank.

To be fair, it sounds like the bank is being very secure.

True but if sending a copy of my DL/SSN is not enough then what is?

Something that proves you are who you say you are, and not a scammer in possession of your DL or SSN would be what I would want them to ask for.

With all due respect, you can chalk this up as doing you a favor by exposing inadequate recordkeeping. Your 1099 should be archived with your tax return. Your statements should be archived. Statements start a clock for reporting errors. If you don't retrieve or receive them, you may not identify an error in time to report it.

They don’t accept DL/SSN. I did not save 1099-INT.

[TetrisCollider]

To be fair to the OP and others, quite a number of Banks no longer provide (or put down) full account numbers on statements - they are obfuscated (ironically, for security reasons)...A lot of this security situation with FIs starting to be "Catch 22"...

[ResearchMed]

They are E-statements but online.

I suspect that many of us (most?) have "E-statements but online".

And to keep proper records, we download various statements as pdfs that then reside on our laptops and on backups.
That could be monthly, or annually for long-past years...?
"Storage space" is dirt cheap these days, unlike back in the day when storage space was truly a limiting resource.

Some people may also print out paper copies to store elsewhere.
We figure we can print out a pdf if a paper copy is needed for any of the assorted stored records.

Also, IF there is some sort of discrepancy, then having those copies of previous statements can come in very handy.

I can't imagine not having "our own records" of our financial records, and needing to rely upon the vendors' copies.

And your situation is but one of any number of reasons why having one's *own* records can be helpful or important.

RM

I don’t download the statements and save them. They are there on the online account.

Last agent asked me for first ever deposit so working on that. That would be couple years. Not sure which year. I’ll have to play with filters.

[emphasis added]


This was a time that you "needed a copy that was NOT in the online account", that you had a copy of.
Think how simple, and fast, it would have been if you could have just looked at something like your 2022 end-of-year statement to get that account number.

And it is for assorted reasons like this, that others do keep at least occasional records.
Many of us keep a copy of confirmations of transactions, at least until the transaction has been completed.
... just in case of glitches...

(Yes, there have been a very few cases when the "confirmed transaction" then disappeared... and without the copy of the confirmation, no one would have believed, "... but we DID complete that transaction and then it went poof!" or such. In one case, Vanguard claimed that the software had not yet been properly updated to handle a newly opened fund, even though the sortware showed it as a confirmed transaction. While we waited, as they kept telling us to do, that fund kept climbing... And because we had that copy, Vanguard eventually made us whole, as if they had properly recorded it from the date of our transaction.)

RM

[Vanguard User]

To be fair to the OP and others, quite a number of Banks no longer provide (or put down) full account numbers on statements - they are obfuscated (ironically, for security reasons)...A lot of this security situation with FIs starting to be "Catch 22"...

Right.

[erp]

They don’t accept DL/SSN. I did not save 1099-INT.

If you ever viewed the 1099-int on your laptop, it may have put a copy in your Downloads folder. Also check you Recycle Bin in case you cleaned up.

If you have a checkbook, then the account number is on each check.

If you used TurboTax or other tax software and imported the 1099s, check the Forms mode where it lists everything it knows. Click on the 1099 there and see if it happens to have the account number.

[vaylie]

Another possibility would be to check your tax transcripts on irs.gov or whichever site you filed your tax return with. They might possibly have a record of your 1099-INTs?

[Vanguard User]

They are E-statements but online.

I suspect that many of us (most?) have "E-statements but online".

And to keep proper records, we download various statements as pdfs that then reside on our laptops and on backups.
That could be monthly, or annually for long-past years...?
"Storage space" is dirt cheap these days, unlike back in the day when storage space was truly a limiting resource.

Some people may also print out paper copies to store elsewhere.
We figure we can print out a pdf if a paper copy is needed for any of the assorted stored records.

Also, IF there is some sort of discrepancy, then having those copies of previous statements can come in very handy.

I can't imagine not having "our own records" of our financial records, and needing to rely upon the vendors' copies.

And your situation is but one of any number of reasons why having one's *own* records can be helpful or important.

RM

I don’t download the statements and save them. They are there on the online account.

Last agent asked me for first ever deposit so working on that. That would be couple years. Not sure which year. I’ll have to play with filters.

[emphasis added]


This was a time that you "needed a copy that was NOT in the online account", that you had a copy of.
Think how simple, and fast, it would have been if you could have just looked at something like your 2022 end-of-year statement to get that account number.

And it is for assorted reasons like this, that others do keep at least occasional records.
Many of us keep a copy of confirmations of transactions, at least until the transaction has been completed.
... just in case of glitches...

(Yes, there have been a very few cases when the "confirmed transaction" then disappeared... and without the copy of the confirmation, no one would have believed, "... but we DID complete that transaction and then it went poof!" or such. In one case, Vanguard claimed that the software had not yet been properly updated to handle a newly opened fund, even though the sortware showed it as a confirmed transaction. While we waited, as they kept telling us to do, that fund kept climbing... And because we had that copy, Vanguard eventually made us whole, as if they had properly recorded it from the date of our transaction.)

RM

I will contact them again. Found the withdrawal #.

[Vanguard User]

They don’t accept DL/SSN. I did not save 1099-INT.

If you ever viewed the 1099-int on your laptop, it may have put a copy in your Downloads folder. Also check you Recycle Bin in case you cleaned up.

If you have a checkbook, then the account number is on each check.

If you used TurboTax or other tax software and imported the 1099s, check the Forms mode where it lists everything it knows. Click on the 1099 there and see if it happens to have the account number.

I didn’t find it but there is hope. I need the first ever transaction from WF to VIO. I found it. I will contact them again. Checked all possible folders. I am a computer geek
Online banks have no check books.

[Vanguard User]

Another possibility would be to check your tax transcripts on irs.gov or whichever site you filed your tax return with. They might possibly have a record of your 1099-INTs?

Cash App. I have the tax returns but account # isn’t listed on it.

[Northern Flicker]

Never in my life I have had to deal with something like this. It’s 2023. I would think banks have good security in place for an online bank.

To be fair, it sounds like the bank is being very secure.

True but if sending a copy of my DL/SSN is not enough then what is?

Something that proves you are who you say you are, and not a scammer in possession of your DL or SSN would be what I would want them to ask for.

With all due respect, you can chalk this up as doing you a favor by exposing inadequate recordkeeping. Your 1099 should be archived with your tax return. Your statements should be archived. Statements start a clock for reporting errors. If you don't retrieve or receive them, you may not identify an error in time to report it.

They don’t accept DL/SSN.

Nor should they unless the DL is provided in person.

[Vanguard User]

To be fair, it sounds like the bank is being very secure.

True but if sending a copy of my DL/SSN is not enough then what is?

Something that proves you are who you say you are, and not a scammer in possession of your DL or SSN would be what I would want them to ask for.

With all due respect, you can chalk this up as doing you a favor by exposing inadequate recordkeeping. Your 1099 should be archived with your tax return. Your statements should be archived. Statements start a clock for reporting errors. If you don't retrieve or receive them, you may not identify an error in time to report it.

They don’t accept DL/SSN.

Nor should they unless the DL is provided in person.

It’s an online bank. No physical location.

[TwstdSista]

Citibank froze my account before I even had a statement to download, but thankfully I had written down the account number. The bank I transferred the money from also had the account number (associated with the EFT to Citi) - so hopefully that's a possibility for you.

I eventually filed a CFPB complaint and had my money approximately 3 weeks later. Good luck!

[sperry8]

Hello. I am locked out of my online bank account. When I called customer service they asked me my name, DOB and last 4 of SSN. I provided that but they want to me to check the welcome email I got couple years ago which has my account # in it. Unfortunately, I don’t have that and none of the representatives I have spoken to will provide me with my account # which is needed to reset my password. Account has $2k in it.

What can I do? Does this mean I will never get access to my funds? I offered to submit a copy of my license but that is not their policy and I also offered to submit my SS card and they said no.

Dire situation here. Please help.

I'm finding this hard to believe. You don't have/know your account #. You've told them this? There MUST be another way they can verify you are you. You can't be the first customer in the world who doesn't know or have access to their account #. So what do they do in this case? Perhaps you can pass the credit bureau 4 questions test? Point is, there has to be another way. Ask to speak to a supervisor, manager or VP. Do not even begin the conversation with the lower level people.

On another note, is your VIO bank attached to another bank for ACH purposes? Perhaps you wanted to push the money out... but I'm wondering, can you pull it instead?

Email this contact at VIO https://www.viobank.com/vio-bank-focuse ... ld-savings and tell him you need a VP to call you immediately.

I know my checking account # at Wells Fargo but that’s because I’ve had them for 20 years. WF is ACH. I can’t pull/push. Money is just there. Why would a VP call me? This really is a front line support issue. It should be no higher than a Supervisor.

They said Sups are busy and will call me in 1 business day.

They asked for last external transfer $ amount. I gave them that. They didn’t ask the credit bureau questions.

Why would a VP call you? This is YOUR money! I'd be outraged and wouldn't hang up the phone until a supervisor or someone got on the phone with me. This is not a frontline issue. This is something a CEO needs to know about. Did you see the email to the media relations person I posted? I'd send him an email and cc every C level name I could find using the same first.last that email uses. In that email I'd give them 24 hours to get back to me before I go to the local news media. You are not pushing hard enough. You don't have your account number. That is fine. There HAS TO BE A SECOND method of identification. There simply has to be. This isn't a bitcoin wallet.

I had a similar issue with PenFed, they locked me out. They re-verified me via certain questions and the credit bureau questions. I'm sure VIO bank has something similar. In fact, I'm 100% positive they have a secondary method of verification - and not just account # or bust. 100% positive. Push harder and get that answer

I would also contact C level people at MidFirst bank (the owner of VIO). There is no way a $37 billion dollar bank has only one verification method. I guarantee when you contact C level people you'll get a call back from someone at a lower level offering you an alternative solution.

[tunafish]

I don't understand how someone can have no record of their account numbers. Don't you keep your tax records?

[Jimbo Moneybags]

Why were you locked out in the first place?

Obviously this is a frustrating situation but confirming your account number would appear to be a very reasonable request by VIO Bank and I'm sure you now realize that downloading and saving statements (a PDF of a couple pages takes up a minuscule amount of space). A phone call from someone who is unable to provide an account number is a red flag to a financial institution, particularly if there was an issue online that triggered the account lock (incorrect password for example). Refusing to end a phone call until this is resolved or threatening to go to the local media is likely to be ineffective. Being "outraged" at your online financial institution when you can't even provide your own account number would be an overreaction IMO.

I'd suggest you continue to look for something with your account number on it and try again. If you don't have your account number anywhere, then a written letter mailed to the CEO of Vio Bank and/or MidFirst explaining the situation and asking for assistance is the next step I'd recommend. If that fails, you may need to file a CFPB complaint. Best of luck.

[Vanguard User]

Citibank froze my account before I even had a statement to download, but thankfully I had written down the account number. The bank I transferred the money from also had the account number (associated with the EFT to Citi) - so hopefully that's a possibility for you.

I eventually filed a CFPB complaint and had my money approximately 3 weeks later. Good luck!

Not frozen.

[pizzy]

The lack of accountability members of this community have demonstrated is truly eye opening.

It’s always someone or something else’s fault.

[Jimbo Moneybags]

Not frozen.

I am locked out of my online bank account.

Perhaps you should clarify what you mean by "locked out" of your account but "not frozen". Those posts appear contradictory. And why were you "locked out" to start with?

[WillRetire]

Ask them to send you a letter to your address of record with your account# on it. You didn't change mailing addresses recently, did you?

[Vanguard User]

Hello. I am locked out of my online bank account. When I called customer service they asked me my name, DOB and last 4 of SSN. I provided that but they want to me to check the welcome email I got couple years ago which has my account # in it. Unfortunately, I don’t have that and none of the representatives I have spoken to will provide me with my account # which is needed to reset my password. Account has $2k in it.

What can I do? Does this mean I will never get access to my funds? I offered to submit a copy of my license but that is not their policy and I also offered to submit my SS card and they said no.

Dire situation here. Please help.

I'm finding this hard to believe. You don't have/know your account #. You've told them this? There MUST be another way they can verify you are you. You can't be the first customer in the world who doesn't know or have access to their account #. So what do they do in this case? Perhaps you can pass the credit bureau 4 questions test? Point is, there has to be another way. Ask to speak to a supervisor, manager or VP. Do not even begin the conversation with the lower level people.

On another note, is your VIO bank attached to another bank for ACH purposes? Perhaps you wanted to push the money out... but I'm wondering, can you pull it instead?

Email this contact at VIO https://www.viobank.com/vio-bank-focuse ... ld-savings and tell him you need a VP to call you immediately.

I know my checking account # at Wells Fargo but that’s because I’ve had them for 20 years. WF is ACH. I can’t pull/push. Money is just there. Why would a VP call me? This really is a front line support issue. It should be no higher than a Supervisor.

They said Sups are busy and will call me in 1 business day.

They asked for last external transfer $ amount. I gave them that. They didn’t ask the credit bureau questions.

Why would a VP call you? This is YOUR money! I'd be outraged and wouldn't hang up the phone until a supervisor or someone got on the phone with me. This is not a frontline issue. This is something a CEO needs to know about. Did you see the email to the media relations person I posted? I'd send him an email and cc every C level name I could find using the same first.last that email uses. In that email I'd give them 24 hours to get back to me before I go to the local news media. You are not pushing hard enough. You don't have your account number. That is fine. There HAS TO BE A SECOND method of identification. There simply has to be. This isn't a bitcoin wallet.

I had a similar issue with PenFed, they locked me out. They re-verified me via certain questions and the credit bureau questions. I'm sure VIO bank has something similar. In fact, I'm 100% positive they have a secondary method of verification - and not just account # or bust. 100% positive. Push harder and get that answer

I would also contact C level people at MidFirst bank (the owner of VIO). There is no way a $37 billion dollar bank has only one verification method. I guarantee when you contact C level people you'll get a call back from someone at a lower level offering you an alternative solution.

It’s a big bank. VP has no business calling customers.
I was outraged. Sup had long hold and they wouldn’t transfer.

Good point on news media. You would expose them.

[Vanguard User]

I don't understand how someone can have no record of their account numbers. Don't you keep your tax records?

They are in my online account. Why do I need to keep tax records?