ComplaintsforWesBanco

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This review is for Wesbanco as a company. We have had our joint account there for 11 years. In April 2024. We noticed a bunch of charges through *********** out of ********** *** *** ** ***** (Almost $400). At that same time, my husband got a text from Wesbanco saying there was fraudulent activity on our account. He called and had it "taken care of" and the lady said the money should be back in our account in 1-2 days and that we needed to go to a local branch as well. We went to the local branch in Marietta and did the paper work and were told that the money would be returned in 7-10 business days (which honestly,that makes more sense than 1-2 days). That was the middle of April . My husband called today (May 8 ) to inquire when the money would be returned because nothing has been put back into our account.... They told him that our claim has been denied and won't be getting the money back ???? And that we could TRY to contact *********** but there was no guarantee they would do anything. Absolutely ridiculous! In this economy, being screw out of almost $400 hits hard.

  Business response

  05/24/2024

  Please consider this letter to be in response to a complaint received from your office dated May 8, 2024. The complaint case numbe* ** ******** and the complainant claims that WesBanco Bank, Inc. (the “Bank”) declined her spouse’s dispute of transactions.
  The complainant’s spouse filed a dispute for four transactions conducted with ************ The Bank conducted an investigation into the transactions and, in accordance with regulatory guidance, determined that the transactions were authorized as the complaint had regular, recent, and undisputed transactions with the same merchant.
  Due to the additional information supplied within the complaint, the Bank has reopened the disputes for three of the four transactions and has provided the complainant with provisional credit for those transactions while it conducts an additional investigation. The Bank will communicate the results of this investigation to the complainant when it is completed. The fourth transaction has been determined to be authorized as it is identical to the regular, recent, and undisputed transactions conducted with this merchant; a notice of this dispute denial has been mailed to the complainant.
  The Bank appreciates you bringing your concerns to our attention and for providing us with an opportunity to investigate the matter. Should you have any further questions concerning this matter, please do not hesitate to contact the undersigned at your convenience.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They took 35.00 over draft fee when I have over draft protection. That means the bank account isn't allowed to over draft. My account was overdrafted for a jcp transaction. Jcp didn't take their money right away. They did it on my husband's debit card.it shouldn't matter because it's a joint account same terms should apply

  Business response

  05/03/2024

  Please consider this letter to be in response to a complaint received from your office dated April
  9, 2024. The complaint case number is ******** and the complainant claims that WesBanco
  Bank, Inc. (the “Bank”) incorrectly charged an overdraft fee to her account. She would like a
  refund of the fee.
  The complainant claims that the Bank assessed a $35 overdraft fee for a transaction conducted on
  her husband’s debit card at ** ****** but she provided a screenshot of a debit card transaction
  conducted at “************ as part of her complaint. In reviewing both her checking accounts
  with the Bank, neither transactions were charged an overdraft fee. The single overdraft fee that
  was charged to either of her accounts was for an ******** ACH transaction and the Bank confirmed
  that the fee was properly assessed; the transaction caused her Current Balance to become negative
  and it was not brought current prior to the close of the business day.
  The complainant also claims to have transfers set up to prevent her account from becoming
  overdrawn. In reviewing both of her accounts, the complainant does not have Overdraft Protection
  transfers set up for either account. If she would like to set up such transfers, she will need to visit
  her nearest Banking Center to request such coverage and will need to sign the Overdraft
  Protection agreement authorizing transfers from one account to cover overdrafts on another
  account.
  The Bank appreciates you bringing your concerns to our attention and for providing us with an
  opportunity to investigate the matter. Should you have any further questions concerning this
  matter, please do not hesitate to contact the undersigned at your convenience

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Continued solicitation of services after asked to cease. Concern of fraud using deceased grandmother's information sold to partner company.

  Business response

  04/12/2024

  Please consider this letter to be in response to a complaint received from your office dated April
  3, 2024. The complaint case number is ******** and the complainant claims that they continue
  to receive email solicitations to their deceased family members email address although they have
  requested by telephone that the emails stop.
  On April 1, 2024, the Bank received an identical complaint from the complainant filed through
  the ******** ********* ********** ******** ******** Complaint Portal. While the Bank has not
  yet responded to the **** complaint, it is investigating her concerns and will provide the ****
  a detailed response addressing all the concerns within the allotted 60 day response timeframe.
  The Bank appreciates you bringing your concerns to our attention and for providing us with an
  opportunity to investigate the matter. Should you have any further questions concerning this
  matter, please do not hesitate to contact the undersigned at your convenience.
  

  
  

  Customer response

  04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  **Until I get a letter from WesBanco that there will be no more solicitations, (including selling the email address,) and payment of service fees to myself, I would like the BBB to continue to monitor and proceed with ensuring the matter meets my requests. I want to the bank to finish their investigation and report back to you, as I feel the BBB has finally made them assess their business practices. Thank you so much for helping me protect our private information.
  Regards,
  
  **** ***

  Business response

  04/26/2024

  As of today, April 26, 2024, the Bank has submitted a detailed response to the duplicate complaint that the complainant filed with the ***** The complainant should receive a copy of the response from the **** in the near future.

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have not received the results of the Wesbanco investigation. I have not been offered credit monitoring services. I have not received compensation for my time to investigate and resolve their mistakes. 
  Regards,
  
  **** ***

  Business response

  05/01/2024

  The Bank considers this matter closed as it has provided a detailed response to the **** addressing the substantial claims of the complaint. If they have not already, they should be providing the complainant with a copy of that response. The Bank is unable to supply a copy of the response to the BBB for publishing as it contains personally identifiable information.

  Customer response

  05/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did not receive any written response from the bank. I was not offered credit monitoring. I did not receive the service fees payable to me. I have no assurance this matter is safe and solved. 
  Regards,
  **** ***

  Business response

  05/16/2024

  The Bank considers this complaint resolved and closed. The complainant filed an identical complaint with the **** and the Bank provided a formal, detailed response to the **** on April 26th. The **** should soon be providing, if they have not already, a copy of the Bank's response to the Complainant; they should inquiry with the **** if they have not yet received a copy of the response from them. No credit monitoring services were offered as they are unnecessary; the Bank's response to the **** explains the relationship that allowed for the sharing of the account information. The complainant's request for a service fee is respectfully denied; the Bank's response to the **** explains why the complainant's actions were unnecessary. Thank you for your time.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a co-signer on my Son and Daughter-in-Law’s mortgage on their home, which is the listed address in ******** **. The mortgage is through Wesbanco and since December the Bank has lost their check twice only to find it a month later after we paid the mortgage over the phone. However, now we have discovered that the bank failed to pay the escrowed mortgage’s insurance payment in which my Son received a notice from ******* ****** ********* demanding $1621 because of no payment. Additionally receiving a letter from Wesbanco stating that since they had no insurance Wesbanco was going to elect a higher insurance company. Mind you, Wesbanco failed to pay the ******* *****l through escro in December to begin with.

  Business response

  04/02/2024

  Please consider this letter to be in response to a complaint received from your office dated March 4, 2024. The complaint case number is ******** and the complainant claims the Bank has lost payment checks twice for their loan account and failed to timely pay their homeowners insurance premium from their escrow account.  The complainant claims that the Bank has lost their payments twice since December only to find it later after the mortgage had been paid over the phone. As background, payments are owed by the 1st of each month. The Bank’s records reflect that their December payment was received on December 29, 2023. The payment was mailed to its PO Box and reflects the check was dated December 6, 2023. The Bank’s procedure is to post a payment the day that it is received.
  While the Bank posts a payment the day it is received, as this is an amortizing mortgage loan, the Bank’s procedure is also to make the payment effective on the day the payment is due. This can cause some confusion for customers since they see the payment posted one day but it is effective for another. As the December check payment was not received until December 29th but was made effective December 1st, the Bank believes this is why the complainant is under the impression that the check was lost and later found by the Bank. That is not the case. The payment was not received until December 29th and in the meantime the complainant is correct that they made a direct electronic payment on December 19th since the check had not been received and the payment was overdue. To avoid future issues with mailing a check, the Bank recommends the complainant consider setting up auto-debit loan payments directly with the Bank to ensure payments are timely received. The Bank could not find another payment since December which they may be referring to as also having been lost. To summarize, the Bank has not lost any payments. Payments received from the complainant have been posted as of the date received, and effective as of the date the payment was due.
  The complainant also claims that the Bank failed to pay their homeowners insurance premium from their escrow account. The Bank was unable to make the payment from their escrow account because the Bank did not receive a bill for the premium. The Bank will not make a payment unless a bill has been received because not receiving a bill from the insurance company is an indicator that a policy may have been canceled or not renewed. When a bill is not received, it is the Bank’s process to reach out to the insurance company first but often the insurance company will not communicate with the Bank due to privacy rules. The Bank then attempts to contact the borrower and when it cannot make contact with the borrower, a forced placement letter is mailed to the customer which often results in a response. The process for sending a forced placement notice when a bill is not received by the Bank is outlined in the ******* ***** ** ******* regulation. In the meantime, the complainants received notice from their insurance company of non-payment and paid the premium themselves. On March 4, 2024, they contacted the Bank providing evidence of the payment and requested that rather than the Bank reimburse them for the payment, they asked that the Bank mail a payment to their insurance provider and let their insurance provider refund them back the overpayment.
  The Bank appreciates you bringing your concerns to our attention and for providing us with an opportunity to investigate the matter. Should you have any further questions concerning this matter, please do not hesitate to contact the undersigned at your convenience.
  Sincerely,
  ***** ********
  EVP and Chief Compliance Officer

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was the victim of a.loan scam in August 2023. I was and I still am being treated for melanoma cancer. A company pretend to represent my mortgage Co approved me for a loan. They requested I sign up.for. mobile banking. I did that. They sent a deposit to me. I got confirmation that wesbamco approved and.processed it. $499.93. The next day the company rep called and said they made a mistake and couldn't process the balance of the 1200 loan to my account. They had me sent back to them $490.00. At which time they would do a.total deposit of 1200. This never happened. The bank sent me overdraft notices. When I figured it.out I notified them asap. They went thru their fraud dept and determined it was my fault this happened. So at this time I owe them. I can't afford to.pay them.a.thousand dollars. I am.asking this be counted as fraud against me and the matter closed. I want all.of the.collection charges waived also. Thank you

  Business response

  02/15/2024

  Please consider this letter to be in response to a complaint received from your office dated January
  30, 2024.

  The complaint case number is ******** and the complainant claims that WesBanco
  Bank, Inc. (the “Bank”) should not hold her accountable for funds from a fraudulent check that
  was mobile deposited into her account that was returned as an altered/fictitious item. She would
  like for the Bank to forgive the amount of the check, even though she withdrew the funds
  provisionally credited to her account.
  

  As background, on August 16, 2023 the complainant deposited a check via mobile banking for
  $499.93 into her WesBanco account. On August 21, 2023, the Bank received notice that the check
  was altered/fictitious and was being returned and, as such, the Bank reversed the amount of the
  deposit from her account. However, the complainant had already utilized the funds from the check
  in order to initiate a Cash App transfer in the amount of $490.00 to a potential fraudster. Further,
  the Bank reversed $499.93, which is the amount of the fraudulent item deposited by the consumer,
  and is unsure of why in her complaint she requested forgiveness of $1,000.
  

  The Bank disagrees with the complainant’s contention that she should not be held liable for the
  check she deposited as well as any resulting fees. She deposited a check that was later determined
  to be counterfeit. The terms of the Consumer Deposit Account Agreement (“Agreement”)
  provided at account opening as well as WV Code 46-3-415 and 46-4-201 place liability for the
  returned counterfeit item clearly on the complainant. She received credit and used the funds,
  therefore, she is liable on the item if it is later returned. Crediting her account pending collection
  of funds on the instrument is standard practice and expressly authorized under the Uniform
  Commercial Code (“UCC”).
  

  This issue is clearly covered by several provisions of the UCC as well that require reimbursement
  since the Bank gave her money on the instrument at her request. The transfer warranties under
  Section 46-4-207, the confirmation of the Bank as a holder of the instrument under Section 46-4-
  205, the perfection of the Bank’s security interest in the proceeds of the instrument under § 46-4-
  210, and right of charge back under § 46-4-214, all require the customer who has received credit
  for an item to reimburse the Bank since the Bank was simply acting as her agent to collect the
  funds for her and is deemed to have temporarily advanced those funds to her pending collection
  of the funds. Thus there is both a contractual and a statutory requirement for her to make
  reimbursement.
  

  While the Bank cannot prevent a customer from becoming a victim of a scam, it attempts to make
  customers aware of common scams through various methods. In addition to our Banking Center
  staff being aware of common and new scams so that they can help prevent them and educate
  customers on them, the Bank also offers Education and Insights information on its website. In
  this section of the website, customers can filter the information to reflect “Avoiding Fraud &
  Enhancing Security” articles. “Romance & Dating Scams”, “How to Spot Phishing Scams”, and
  “Common Financial Scams to Avoid” are just a few of the numerous articles available to assist
  customers in protecting their information and avoid scams. Additionally, the Bank’s website has
  a Security Center webpage that contains information on common scams and provides links to
  government resources on scams such as the Federal Trade Commission’s website. The
  information the customer describes has all the red flags that it was a scam as no legitimate
  business would provide a customer with a deposit for loan proceeds smaller than the amount it
  was supposed to be and then request only a portion of the funds be returned in order to release
  the remaining funds.
  

  The Bank appreciates you bringing your concerns to our attention and for providing us with an
  opportunity to investigate the matter. Should you have any further questions concerning this
  matter, please do not hesitate to contact the undersigned at your convenience.
  

  
  

  Business response

  02/15/2024

  Please consider this letter to be in response to a complaint received from your office dated January
  30, 2024.

  The complaint case number is ******** and the complainant claims that WesBanco
  Bank, Inc. (the “Bank”) should not hold her accountable for funds from a fraudulent check that
  was mobile deposited into her account that was returned as an altered/fictitious item. She would
  like for the Bank to forgive the amount of the check, even though she withdrew the funds
  provisionally credited to her account.
  

  As background, on August 16, 2023 the complainant deposited a check via mobile banking for
  $499.93 into her WesBanco account. On August 21, 2023, the Bank received notice that the check
  was altered/fictitious and was being returned and, as such, the Bank reversed the amount of the
  deposit from her account. However, the complainant had already utilized the funds from the check
  in order to initiate a Cash App transfer in the amount of $490.00 to a potential fraudster. Further,
  the Bank reversed $499.93, which is the amount of the fraudulent item deposited by the consumer,
  and is unsure of why in her complaint she requested forgiveness of $1,000.
  

  The Bank disagrees with the complainant’s contention that she should not be held liable for the
  check she deposited as well as any resulting fees. She deposited a check that was later determined
  to be counterfeit. The terms of the Consumer Deposit Account Agreement (“Agreement”)
  provided at account opening as well as WV Code 46-3-415 and 46-4-201 place liability for the
  returned counterfeit item clearly on the complainant. She received credit and used the funds,
  therefore, she is liable on the item if it is later returned. Crediting her account pending collection
  of funds on the instrument is standard practice and expressly authorized under the Uniform
  Commercial Code (“UCC”).
  

  This issue is clearly covered by several provisions of the UCC as well that require reimbursement
  since the Bank gave her money on the instrument at her request. The transfer warranties under
  Section 46-4-207, the confirmation of the Bank as a holder of the instrument under Section 46-4-
  205, the perfection of the Bank’s security interest in the proceeds of the instrument under § 46-4-
  210, and right of charge back under § 46-4-214, all require the customer who has received credit
  for an item to reimburse the Bank since the Bank was simply acting as her agent to collect the
  funds for her and is deemed to have temporarily advanced those funds to her pending collection
  of the funds. Thus there is both a contractual and a statutory requirement for her to make
  reimbursement.
  

  While the Bank cannot prevent a customer from becoming a victim of a scam, it attempts to make
  customers aware of common scams through various methods. In addition to our Banking Center
  staff being aware of common and new scams so that they can help prevent them and educate
  customers on them, the Bank also offers Education and Insights information on its website. In
  this section of the website, customers can filter the information to reflect “Avoiding Fraud &
  Enhancing Security” articles. “Romance & Dating Scams”, “How to Spot Phishing Scams”, and
  “Common Financial Scams to Avoid” are just a few of the numerous articles available to assist
  customers in protecting their information and avoid scams. Additionally, the Bank’s website has
  a Security Center webpage that contains information on common scams and provides links to
  government resources on scams such as the Federal Trade Commission’s website. The
  information the customer describes has all the red flags that it was a scam as no legitimate
  business would provide a customer with a deposit for loan proceeds smaller than the amount it
  was supposed to be and then request only a portion of the funds be returned in order to release
  the remaining funds.
  

  The Bank appreciates you bringing your concerns to our attention and for providing us with an
  opportunity to investigate the matter. Should you have any further questions concerning this
  matter, please do not hesitate to contact the undersigned at your convenience.
  

  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On September 21, 2023 I signed up for a Wesbanco checking account after seeing their promotion advertised for $400 after making a $500 direct deposit within 60 days. I took a screenshot of the promotion to ensure I would have the terms and show I was using it properly. (Attached). I applied through the "Apply Now*" link on the page and followed the instructions to "Be sure to add promo code 400promo in your Shopping Cart". I copied (Ctrl+C) the code directly off that page, and pasted it in later to avoid issue. (Attached where I pasted the code -- this screenshot is from today, not from September for illustrative purposes). I completed the application successfully and got a confirmation email. I had no reason to believe the promo was not recorded or would not be honored. I exceeded the conditions for the bonus. I waited for the payout, but didn't see it. On 1/3/24 I decided to reach out and messaged through the bank's system. I was then told that my account didn't have the promotion attached, and that the promo period ended 12/1 (which I found irrelevant since I signed up 9/21.) After a few more messages where I insisted I did indeed enter the code and they must have an issue, I searched online and found forums with many others with the same issue. I read that some people who raised the issue did receive the $400 credit, but that seemed to stop in December. I called Customer Service and the agent told me (on a recorded call) that "tons of people" called in with this problem and they used to be able to fix it until "marketing took that power away from us". I have tried to resolve it with Wesbanco to no avail. When I brought this to light in their chat system, they simply asked for the name of the agent -- presumably to discipline them for being candid with me about the issue. This company is acting in bad faith.

  Business response

  01/23/2024

   

  Please consider this letter to be in response to a complaint received from your office dated January 11, 2024. The complaint case number is ******** and the complainant claims that WesBanco Bank, Inc. (the “Bank”)
  On January 8, 2024, the Bank received an identical complaint from the complainant filed through the ******** ********* ********** ******** *******) Complaint Portal. While the Bank has not yet responded to the **** complaint, it is investigating his concerns and will provide the **** a detailed response addressing all the concerns within the allotted 60 day response timeframe.
  The Bank appreciates you bringing your concerns to our attention and for providing us with an opportunity to investigate the matter. Should you have any further questions concerning this matter, please do not hesitate to contact the undersigned at your convenience.
  Sincerely,
  ***** ********

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unable to access two deposit accounts. Request escalated contact to assist with managing these two accounts.

  Customer response

  12/14/2023

  *** ******** ******

  ********* ** *****

  Business response

  12/28/2023

  Please consider this letter to be in response to a complaint received from your office dated
  December 14, 2023. The complaint case number is ******** and the complainant claims that he
  is unable to access two deposit accounts at WesBanco Bank, Inc. (the “Bank”). He has requested
  that the BBB contact the business on his behalf.
  Despite the limited information, the Bank investigated and believes that the complainant has
  attempted to enroll in online banking access and has not been able to complete that process. The
  Bank’s records show that he attempted to set up online banking access on November 23, 2023
  and then again on December 10, 2023. Unfortunately, as both of his accounts are considered
  dormant, it has caused his online banking enrollment process to fail. Each time he attempted to
  complete the online banking enrollment process, he was provided with a telephone number to
  contact the Bank if he had any questions or concerns. In order to assist him, he should reach out
  using that toll-free telephone number, *************** or his nearest Banking Center so that they
  can verify his identity and update his accounts’ statuses. He should also let them know that he is
  attempting to enroll in Online Banking for his two time deposit accounts so they can assist him
  in completing this enrollment process. The Bank is unable to contact him directly to complete
  this process because it would need to collect personal verification information and a typical sign
  of a scam is to be called and asked to provide verification information.
  The Bank appreciates you bringing your concerns to our attention and for providing us with an
  opportunity to investigate the matter. Should you have any further questions concerning this
  matter, please do not hesitate to contact the undersigned at your convenience.

  Customer response

  01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I have indeed used the supplied telephone numbers to pursue the issue, but your customer service was 100% ineffectual. How do you suggest I proceed to access these "dormant" accounts?
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** ********

  Business response

  02/22/2024

  Please consider this letter to be in response to a complaint received from your office dated January 23,
  2024. The original complaint case number is ******** and this follow-up complaint is the complainant’s
  rejection of the Bank’s original response. He states that the telephone number the Bank directed him to call
  was unable to resolve his concerns.
  

  While the original complaint filed by the complainant lacked details, it stated he was unable to access his
  two deposit accounts. The Bank investigated and believed it determined he was attempting to set up online
  banking access therefore the response it supplied provided instructions to get assistance in obtaining access
  to online banking to view his accounts.
  

  The complainant’s follow-up response that the Bank’s proposed actions would not resolve his complaint
  also did not provide indication that the Bank was incorrect in its assumption that he was strictly trying to
  gain access to online banking to be able to view his accounts.
  

  After receiving this follow-up response, the Bank reviewed the call logs for his contact with its Customer
  Service Center. When the complainant contacted the Bank on December 14, 2023, while he originally
  indicated he was trying to gain online banking access to view his accounts online, he later clarified that he
  actually wanted to close the accounts. He was properly informed that the Bank does not close ou t his type
  of accounts over the phone and he was directed to visit his nearest banking center for assistance.
  

  He then contacted the Bank on January 25, 2024, again requesting assistance in viewing his accounts
  through online banking. During the call though, he changed the conversation to ask how he could either
  reinvest or close his accounts. He was again properly directed to discuss his options with his nearest banking
  center as the Customer Service Center does not have the ability to close his accounts and if he wanted to
  reinvest his accounts, it would require the original accounts be closed since they were not within his
  maturity grace period.
  

  Based on the Bank’s investigation, its employees acted appropriately. While the Bank was unable to assist
  the complainant in the manner that he wanted, the Bank’s employees acted appropriately and provided him
  with accurate and helpful information.
  

  The Bank appreciates you bringing your concerns to our attention and for providing us with an opportunity
  to investigate the matter. Should you have any further questions concerning this matter, please do not
  hesitate to contact the undersigned at your convenience.
  

  
  

  Customer response

  02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ** ******** was able to identify my concerns:

  1) Access the accounts online

  2) Close the accounts (which I've been trying to do for 9 years)

  Here are the concerns ** ******** was able to assist me with:

  1) None

  2) None

  I was, however, able to contact **** *****r, a branch manager in Kentucky, who promptly & graciously helped with all my concerns.

  WesBanco, you'd do well to give **** ****** the ineffectual ** ********** job.
  
  Regards,
  ** ****** ********

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They charge me a late fee on the date of my payment. As you see I paid the minimum amount due from my 2 payments. The lady at the bank wanted to explain why I was wrong. Their statement about the minimum due should be correct.

  Business response

  11/15/2023

  Please consider this letter to be in response to a complaint follow-up received from your office dated November 6, 2023. The complaint case number is ******** and the complainant claims that WesBanco Bank, Inc. (the “Bank”) charged them a late payment although they made their minimum payment on the due date.

  In reviewing the complainant’s account history as well as periodic statements for her line of credit, the Bank noted that a late fee was not charged for her payment that was due on October 25, 2023. As the complainant indicated, on October 17th , she had a payment to her account of $19.76 and then on October 25th , she made an additional payment of $180. Her minimum payment due was $194.34 and she made payments totaling $199.34. As the complainant states, this was at least the minimum payment amount due and it was fully made on or before the payment due date.

  As the complainant mentioned, the Bank has tried to explain the situation to her previously. First, it should be clarified that her account has a 10 day grace period after the payment due date before a late fee is charged. While her October 31, 2023 periodic statement reflects that she was charged a $9.51 late fee it also reflects that this fee was accessed on October 5, 2023, well prior to her October 25th due date. The reason behind the fee was that she did not make her minimum payment that was due on September 25, 2023. As reflected on her August 31, 2023 periodic statement, the complainant owed a minimum payment of $190.25 by September 25, 2023. Unfortunately, she only made a payment of $180 on September 19th and made no additional payments by the end of her 10 day grace period. As such, she was properly charged a late fee at the end of the October 5 th business day which was the final day of her grace period.

  The Bank appreciates you bringing your concerns to our attention and for providing us with an opportunity to investigate the matter. Should you have any further questions concerning this matter, please do not hesitate to contact the undersigned at your convenience.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 2nd, 2023 I went to the Wesbanco ATM on Market Street in Parkersburg, WV. I was attempting to withdraw 120.00 for my water bill from the ATM using my chime card. It allowed me to insert the card took my pin, posted the transaction to my account but the machine did not dispense the money. It just went back to the Home Screen. I went to the drive through and told them what happened they said I had to contact chime. I contacted chime they said until the transaction is settled on my account they can not file a dispute, when I contacted Wesbanco they said they will not settle the transaction until chime contacts them with a dispute. I feel that since this was their ATM it is very simple for them to see that the money was not dispensed and for them to correct the issue. I went to the wesbanco atm rather than one at a store because I believed that a bank atm would be more reliable. I just want them to settle the transaction so I can file a dispute

  Business response

  11/15/2023

  Please consider this letter to be in response to a complaint follow-up received from your office
  dated November 6, 2023. The complaint case number is ******** and the complainant claims
  that they had a transaction fail to disburse at a WesBanco, Bank, Inc. (the “Bank”) Automatic
  Teller Machine (ATM) and they are experiencing difficulties receiving a refund for the
  transaction. They would like for the Bank to settle the transaction so they can dispute it.
  In reviewing the complainant’s conversation with the Bank’s employee through its chat function,
  it appears that the Bank responded to their first question of “Is there a way that the bank could
  assist in settling the transaction? That they could look at the atm to see that the money was no
  dispensed?” when responding “That will take place after we receive the dispute from Chime.”,
  believing that the complainant was talking about assisting in settling her disputed transaction. The
  employee did not notice the second chat message that came through right after their first question
  but prior to the Bank responding. In any case, the transaction should have settled by now so that
  they can dispute it directly with their Bank.
  The Bank appreciates you bringing your concerns to our attention and for providing us with an
  opportunity to investigate the matter. Should you have any further questions concerning this
  matter, please do not hesitate to contact the undersigned at your convenience.
  

  
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom it May Concern,

  I applied for an extension of my ***** with Wesbanco. As time passed, I came to find out that they were dragging their feet and they blamed their title agency for the slow response.

  Ultimately, Wesbanco (after the recent banking collapse) said they could not clear a couple of liens that had nothing to do with me. They refused to do the legwork. So, I asked (see attachment) if there was a termination fee if I was to leave their bank since they refused to do a simple task and tried to force me to do all the legwork. Hanna said no there was not.

  So, I started to search for a new bank to provide me a ***** since Wesbanco refused to and I was under the belief that there was no termination fee for leaving their bank. I was able to find a new loan (which required yet another credit pull) in which I was able to start and close in about 3 weeks.

  By this time, unfortunately, the investment I wanted to make was already gone. Wesbanco took months to finally tell me they weren’t willing to do what they promised after it had already been approved. I spoke to Hannah via email and noticed she intentionally did not answer my direct question about if there was a termination fee for leaving your bank. She answered something about no fee for an application, which we both knew there was not a fee.

  I made my decision to move on under the belief that she answered my direct question. This was intentional to get me to move on and collect money.

  In their eyes, I hadn’t used the ***** since opening it and since they were not willing to do a simple task after pulling my credit they thought they could make their money back by confusing the direct question I asked.

  I have discussed with my attorney and will be moving onto the BBB

  Business response

  08/04/2023

  8.4.23 received return call from Vena of Wesbanco, ****** location re: CID ********. ***** ******* no longer there.  Vena said ******* ***** is manager of ****** branch. Business does not use email.  Send correspondence to their ****** address, then they forward to Wheeling WV for review & reply to complaints.  

  Business response

  09/06/2023

  Please consider this letter to be in response to a complaint received from your office dated August 4, 2023. The complaint case ID is ******** and the complainant’s complaint claims that the Bank charged a prepayment penalty for paying off his loan early and the Bank would not provide assistance in clearing liens placed against his property. He would like a refund of the prepayment penalty.

  While the complainant claims that the Bank was unwilling to assist him in getting liens released from his property, the Bank actually provided him with a large amount of assistance. When the complainant applied for a Home Equity Line of Credit (HELOC) with the Bank in order to increase his existing line amount, the Bank conducted a title search and determined there were several liens and judgements against his property. The Bank was able to work with the State of Ohio to get a letter from the Ohio Attorney General’s Office clearing the State liens against his property as they determined that they were incorrectly placed against his property for someone else with the same name. When the Bank contacted the complainant to gather additional information so that it could assist him with the Worker’s Compensation lien, Federal tax liens, and a judgement filed by the NTL, the complainant failed to provide the necessary information resulting in the Bank not being able to assist him any further in the removal of the additional liens and judgements. As the Bank could not clear these items, the Bank regrettably had to deny his loan. Although he claims that the other bank he went to was able to originate a HELOC for him in about three weeks, most likely they were able to do this because they did not conduct a title search. As one last attempt to assist the complainant, the Bank recommends that he ensure that he research his property to ensure any liens and judgements are cleared as this could cause him issues if he attempts to obtain an additional loan on his property or if he attempts to sell the property in the future.

  In regard to the complainant’s claim that the Bank charged him a prepayment penalty, this claim is correct. The amount of the fee and the conditions under which it would be charged were clearly disclosed in the Note for the original HELOC he received on January 20, 2021. Despite his claim that he specifically asked if this type of fee would be charged and receiving an answer that it would not be, his original text of the question clearly did not specify that he was talking about his existing loan and not the application he recently submitted. Additionally, the answer from the employee that he texted clearly stated that there “is no termination fee for your loan application”. The next sentence confirmsthat she was speaking about the loan application and not the existing loan because it asked if he would like her to withdraw his application. Her response was correct, despite all the time and assistance the Bank provided to the complainant, there was no termination fee for the complainant withdrawing his loan application.  

  While the Bank regrets that the complainant believes the Bank did not do enough to help him, the Bank make a great effort to assist him in getting the liens and judgements removed from his property. Despite him withdrawing his loan application and obtaining a loan elsewhere, the Bank highly recommends he look to ensure the other liens and judgements are removed if they were not appropriately placed against his property.

  The Bank appreciates you bringing your concerns to our attention and for providing us with an opportunity to investigate the matter. Should you have any further questions concerning this matter, please do not hesitate to contact the undersigned at your convenience.

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