ComplaintsforWesBanco

• Initial Complaint

  07/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Wesbanco ************ received $90 on June 15, 2023 from My employer ****** ****** ****** ******* in an allotment for my retirement. Marcus ******** ** ************ from ****** ******** is an Agent that supposedly set up my account. But I wasn’t given any account numbers or set up for a password. On the same day all of this money was withdrawn ($2.00-transfer fee) ($9.06-withdrawal)($30.82 withdrawal)($47.90 withdrawal) leaving this account in a negative. I knew Mr ******** would set up a allotment but I was not given anything so that I can check on my money. I got a statement in the mail and that’s how I found out they are taking my money. I did cancel WesBanco allotment withdrawal in my employee app that Mr ******** setup. I have added an account that I wish to have my allotment to be deposited. And I want WesBanco to return my funds to stole from me.

  Business response

  08/04/2023

  Please consider this letter to be in response to a complaint received from your office dated July
  14, 2023. The complaint case number is ******** and the complainant claims to have not
  received any information regarding her allotment account set up with WesBanco Bank, Inc. (the
  “Bank”) by her employer for her retirement and that after the funds were deposited, the Bank
  immediately removed the funds causing a negative balance.
  To clarify, this allotment account was not set up for the complainant’s retirement but instead was
  set up to make insurance premium payments. At the time the account was opened, the Bank
  mailed copies of her account opening information, including information on any fees, and emailed
  her information to set up online account access.
  Upon receiving this complaint, the Bank reached out to the complainant’s insurance agent. The
  insurance agent spoke with the complainant and the complainant stated that upon receiving her
  first account statement from the Bank, she was alarmed as she had forgotten that her allotment
  account was set up to pay insurance premiums. She has since set her deductions back up as she
  wants to keep her insurance and the Bank was informed that the complainant would be reaching
  out to the BBB to withdraw her complaint.
  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

  08/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved

  l have apologized for my contacting the BBB after further investigation for myself. I have since restated my account with WesBranco. 

  Regards,

  Letitia ******** 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I Dissagree With This Hard Inquiry I Have No Knowledge Of This Auto Loan I Did Not Want To Apply For A Auto Loan This Information Is Incorrect I Seek To Have A Personal Loan From Wesbanco My Banker Joshua Made A Mistake When Taking My Needs Into Consuderation I Refuse To Agree With Wesbanco I Demand This Be Removed From My inquiry History It Was A Mistake On His Behalf My License Needs To Ne Rienstated So Therefore I Would Have Not Apllied For A auto Loan Knowing That I Will Be Denied Because I Dont Have Active License Please Verify By Contacting The Webanco Bank Corporation I Dont Have Active License So I Glenn **** Would Of Not Applied For Auto Loan My Signature Has Not Verified This Auto Loan Nethier My Voice Or Any Other Proof Therefore Thank You For Helping Me Resovle My Issue

  Customer response

  07/29/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by WesBanco regarding complaint ID *********
  
  Regards,
  

  Business response

  08/01/2023

  Please consider this letter to be in response to a complaint received from your office dated June 30, 2023. The complaint case number is ******** and the complainant claims that WesBanco, Bank, Inc. (the “Bank”) placed a hard inquiry on his credit report for an auto loan when it should be for a personal loan. The complainant would like the inquiry removed.

  The complainant’s statement does not dispute that he did submit a loan application with the Bank, only that he believes the hard inquiry on his credit report was for an auto loan when he applied for a personal loan. On June 29, 2023, the complainant applied for a personal, unsecured loan with the Bank and this is the only application for which the Bank has a record for the complainant. On that same day, the Bank pulled the complainant’s credit report with **********, as it had a permissible purpose due to his loan application. The Bank has a copy of the credit report and while it reflects the Bank’s credit inquiry, it does not reflect any information in the “Type” field. The Bank is uncertain where the complainant received information claiming its credit inquiry was for an auto loan, but the Bank’s information only reflects that it made a credit inquiry and does not reflect the type of loan for which the credit inquiry was made. Based on the fact that the consumer did apply for credit with the Bank, the credit inquiry is valid.

  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

  08/02/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ****

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Wesbanco on *** ****** **** ***** ***** **********. Is saying I owe $-178.06 due to ********** payment that was pending if it hadn’t went through yet why did she transfer my money to the new account instead of leaving it in the old account. My problem is the ********** payment was on 4/25/2023 and the bank lady didn’t transfer my money til 4/28/2023 and the ********** wasn’t pending or nothing had already went through and now they’re saying I owe and have over draft charges. The lady at the bank was supposed to shut down the account because somebody had got my information and opened a life insurance policy on me in ******** or somewhere so she said she closed the account that’s why she supposed to open a new one and transfer my money. This ain’t the first issues I have had with this bank. I’m just trying to get it figured out because I have literally been trying to get the bank to fix it but they won’t return my calls and the lady is always busy when I try to talk to her or go up there they say she is with a customer she can give me a call back and never does.

  Customer response

  06/19/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by WesBanco regarding complaint ID *********
  
  Regards,
  
  ******* ******

  Business response

  06/30/2023

  Please consider this letter to be in response to a complaint received from your office dated May 25, 2023. The complaint case number is ******** and the complainant claims that when WesBanco Bank, Inc. (the “Bank”) opened a new account for her due to an alleged unauthorized transaction, the Bank transferred more funds than what was available causing her old account to become overdrawn and incur fees. The complainant would like a refund of those fees.

  As background, the complainant disputed a transaction stating that it was unauthorized. Due to the dispute and to protect the account from future possible unauthorized transactions while the dispute was being investigated, the Bank took steps to close the account and re-open a new account for the complainant. At the time the transaction was disputed, the account balance was determined. Unfortunately, between that time and the time the new account was opened for the complainant, authorized transactions posted to the account. This did result in the Bank transferring more funds from the complainant’s old account to her new account than was available resulting in the old account becoming overdrawn.

  To correct this issue, the Bank has reversed all the fees that have been charged to the account due to the incorrect amount being transferred. That leaves a remaining overdrawn balance of $158.06 which the complainant does owe and does need to settle with the Bank. The Bank has attempted to contact the complainant on multiple occasions to explain this information but has not received a response. The complainant should contact ***** *****, the ******* ****** ******* ** *** ****** ***** ***** **** ******* ******* ** ************ ** ****** **** ********

  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

  06/30/2023

  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.
  
  [Provide details of why you are not satisfied with this resolution.]
  The money was posted before she transferred money. The only thing that came out was the fraud and nothing was done about it I deposited the money for ********** before and it was paid before she transferred money. I just don’t see where I would owe the money if my account wouldn’t have been in the negative if it wasn’t for the fraud. 
  Regards,
  
  ******* ******

  Business response

  08/16/2023

  Please see the attached response.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a $728,225 mortgage with Wesbanco. I lost my restaurant business during the pandemic and came to an arrangement with Wesbanco to put my mortgage payments on hold for several months. I kept in close contact with the bank and when I resumed payments I was told that I had to make a number of lump sum payments (between 5-10K) to account for back payments. When I completed all of those payment I thought my payments would continue as normal. Instead this is the case: 1. I receive dual statements from Wesbanco each month. One says that I owe $5181 and the other says $6829. Very difficult as a small business owner, single father of 4 children to budget accordingly. 2. I have asked Wesbanco employees repeatedly IF the mortgage has increased, why? What would case a 25% increase in a single year? I was told by one employee that I would be emailed a breakdown- it never arrived? I have been passed around to SIX different Wesbanco employees and no one is able to explain this to me?? All I have been told is that I need to pay Wesbanco nearly $20,000 more this year. 3. I have asked repeatedly why, Ryan ********** a contractor that works for a ******** ******* *****, has to MANUALLY take money from my account each month instead of software like EVERY other bank I deal with. Some months when human error occurs and Ryan takes the mortgage twice it is a real problem for me (and cannot be standard banking practice) 4. Why do I CONTINUE to wake up to frustrating, distracting emails informing me that I have a FAILED TRANSFER when I have MORE than sufficient funds in my account? Currently I have nearly $13,889 in my account yet I received a letter from Wesbanco today threatening to report me to a Credit Bureau because I have insufficient funds to pay the $6829 they are demanding? I have tried for many months to resolve this matter. I have sent countless emails, been on the hour for hours and have spoken to more Wesbanco employees than I count. Banking shouldn't be this hard.

  Business response

  06/30/2023

  Please consider this letter to be in response to a complaint received from your office dated April 28, 2023. The complaint case number is ******** and the complainant makes several claims against the Bank. The complainant would like an explanation of the charges.

  On the same day this BBB complaint was received, the Bank received an identical complaint from the complainant filed through the Consumer Financial Protection Bureau’s (“CFPB”) Complaint Portal. On June 28, 2023, the Bank submitted a detailed response to the complainant’s concerns through the CFPB’s Complaint Portal. As this response contains personally identifying information, and the BBB publicly posts responses on its website, the Bank has not included a copy of this response as an attachment.

  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

  02/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I own a company and have 1 new employee and 1 old employee that have the same name in our payroll system. On 1/26/2023 we accidently submitted a ACH to the wrong person (old employee) for $2000. We contacted the old employee about the error and they told us the account we sent the money to was closed yet he still had access to view it. He verified the $2000 deposit was added even though the account was closed. We contacted our **** ****** and filed out the form to reverse the $2000 on 1/27/2023. On 1/30/2023 WESBANCO denied the reversal due to the "account being closed" which actually seems for an perfect reason to process a reversal as it was an obvious error. We contracted his Bank WESBANCO on 1/30/2023 and they denied talking to us about why they denied our reversal. We then conacted WESBANCO Bank 1/30/2023 with the old employee on the line and they told us they were returning it in 3 to 5 days. 2/10/2023 we contacted WESBANCO on why it wasn't returned and they said they were keeping the 2K for themselves. WESBANCO is attempting to use an ACH error to a closed account the keep funds knowing its a fraudent practice.

  Business response

  03/15/2023

  Please consider this letter to be in response to a complaint received from your office dated February 16, 2023. The complaint case number is ******** and the complainant claims to have initiated an ACH deposit to the wrong employee of their company. They assert that it was supposed to be sent to a different person they employ who has the exact same name as another employee. They would like for the transaction to be returned. On February 11, 2023, the Bank received an identical complaint from the complainant filed through the ******** ********* ********** ******** (“CFPB”) Complaint Portal. On March 15, 2023, the Bank submitted a detailed response to the complainant’s concerns through the CFPB’s Complaint Portal. As this response contains personally identifying information, and the BBB publicly posts responses on its website, the Bank has not included a copy of this response as an attachment. 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

  11/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They took $750 out of my account and said my husband had a account and with drew money from his account at a westbanco in Columbus Ohio which he has never been to Columbus Ohio it was some other guy and I called this out because the names are the same and when I was trying to get out that I want to file a grievance and take this dispute future they hung up on me I just want my money back and I am getting away from this bank the way my checking account stands I can’t even afford to get my prescriptions up at the drugstore

  Business response

  11/17/2022

  Please consider this letter to be in response to a complaint received from your office dated
  November 2, 2022. The complaint case number is ******** and the complainant claims
  that WesBanco Bank, Inc. (the “Bank”) incorrectly withdrew $750 from her account. She
  would like a refund of the transaction.
  The Bank investigated the complainant’s claims and determined that on January 6, 2022,
  the complainant’s husband conducted a withdrawal for $750. When he made the
  withdrawal at the Bank’s Mineral Wells Banking Center, he did not have his account
  number and as such the Bank looked it up for him and wrote it onto the withdrawal slip.
  Unfortunately, an incorrect account number was written down on the withdrawal slip.
  Once the Bank discovered this error, it was corrected, and the Bank properly posted the
  withdrawal to her husband’s existing account, for which the complainant is also a joint
  accountholder. The Bank would like to clarify that the complainant’s husband conducted
  the original transaction on an account that had been closed by the time of the correction
  and, as such, the transaction was offset against his current account as allowed under the
  terms of the Bank’s Deposit Account Agreement. Additionally, the Bank confirmed his
  signature on the withdrawal slip to his signature on his signature card.
  At the time of the correction, the Bank attempted to call the complainant’s husband on
  two separate occasions, as he conducted the original transaction. The Bank was
  unsuccessful in its attempts to reach him and the phone number did not provide the ability
  to leave a voicemail message. A letter was drafted and mailed to the complainant’s
  husband at the address on file for him, detailing this information and including a copy of
  the signed withdrawal slip. The day after mailing this letter, the complainant contacted
  the Bank’s Mineral Wells Banking Center and the Banking Center explained this
  information to her.
  Should you have any further questions concerning this matter, please do not hesitate to
  contact the undersigned at your convenience.
  

  
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently started a checking and savings account with Wesbanco. I was at the ******** ***** centers branch. I opted in for them to cover overdrafts. I thought however if I had money in my savings and did not have enough in my checking with a purchase it would automatically transfer to cover it automatically. Other banks I have banked with was that way so I did not think any different. I believe when I opted into this I even asked the banker if that was how it worked and she said yes. On 8/2/2022 I was charged 5 overdraft fees of $35 and on 8/3/2022 5 more. I thought I had more in my checking then what I did. I did not have online banking to check because when I would sign up it would say I had to wait for and email that I never received. On 8/4/2022 I called to talk about a refund of these fees and explained what I did above. The teller went and asked a manager which then told you had to enroll in the automatic savings transfer that they could refund 1 fee but no more since it was not bank error although I was not informed of this. When I stated I was not happy with that because $35 is nothing compared to $350 that they took from me the lady said she could transfer me to the manager. The manager told me the same thing and said that even with savings transfer it is a $5 fee which again I said that is nothing compared to $350 she said she would take it up with her supervisor and if they had a generous heart they may refund it but she did not see that happening. I was supposed to get a call back and I have not I just want refunded

  Business response

  09/02/2022

  Please consider this letter to be in response to a complaint received from your office dated August 5, 2022.  The complaint case number is ******** and the complainant claims that she misunderstood what overdraft coverage she opted-in to with WesBanco Bank, Inc. (the “Bank”)  at account opening resulting in overdraft fees although she had sufficient funds in her savings account to cover her checking account overdrawn balance.  She would like a refund of these overdraft fees.

  As part of the account opening process, a customer is presented with the Overdraft Services Consent Form.  This form documents whether or not the customer wants the Bank to authorize and pay overdrafts on their ATM and everyday debit card transactions.  It provides detailed information regarding fees and coverage and identifies three different ways the Bank offers to cover overdrafts.  These are “standard overdraft practices”, “overdraft protection plans, such as a link to a WesBanco Savings or Checking account”, and “overdraft protection plans, such as a link to a line of credit”.  After providing a description of each, it immediately states “This notice explains our standard overdraft practices.”  When describing the overdraft protection plans through a linked savings or checking account, it specifically states that in order to learn more about these plans, to “ask us about these plans”.

  Despite the information reflected in the disclosure, the Bank has taken the complainants claims into consideration.  In reviewing her savings account balance, it can see that she would have had sufficient funds to cover her checking account’s overdrawn balance and as such, on August 12, 2022, the Bank refunded the overdraft fees charged to her account.  If the complainant has not yet contacted the Bank to set up overdraft protection transfers from her savings account, she should contact her Banking Center to start that process as it does require a signed authorization allowing the transfers from her savings 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

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 5th 2022, I attempted to withdraw money from the Wesbanco ATM, and the ATM was not working yet again. So I had to pay a fee at another banks ATM and I feel Wesbanco should cover this fee. It's not my fault THEIR ATM machine was out of service! I've tried messaging them and calling with 0 response.

  Business response

  06/28/2022

  Please see the attached response.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm writing this on behalf of my 80year old mother, ****** *****. WesBanco claims her SS was not deposited in her account. The SS office says it was deposited on February 3rd.

  Business response

  02/11/2022

  Please see the attached response.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩