ComplaintsforWesBanco Bank, Inc.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unable to access 2 deposit accounts.

  Customer response

  12/15/2023

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

  There are 2 CDs, and these are the only accounts I have with Wesbanco. I will not be providing any account numbers here.

  Business response

  03/01/2024

  February 22, 2024
  
  
  *** ***** ********
  Better Business Bureau – Cincinnati
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  
  Dear *** ********:
  
  Please consider this letter to be in response to a complaint received from your office dated
  February 14, 2024. 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.
  
  It is the Bank’s understanding that your office attempted to originally contact the Bank
  on December 14, 2023. We apologize as the complainant submitted a similar complaint
  with the BBB – ****** office on the same day and we must have believed they were the
  same complaint.
  
  As stated above, on December 14, 2023, the Bank received a similar complaint from the
  complainant filed through BBB – ****** office. On December 28, 2023, the Bank
  provided a response that fully addressed the concern he stated in his complaint. The Bank
  received a rejection of its original response on January 23, 2024 as the complainant
  claimed the Bank’s response did not resolve his issue. The Bank responded to his follow-
  up complaint on February, 22, 2024. Both responses are attached. In summary, the Bank
  determined his complaints did not accurately describe his concern which was that he
  wanted to close his accounts. The Bank also determined that its Customer Service Center
  properly directed him to contact his nearest banking center to close his account during
  both his December 14, 2023 call and his January 25, 2024 call.
  
  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,
  
  
  
  
  Aaron R*******
  EVP and Chief Compliance Officer
  
  WesBanco Bank, Inc.
  1 Bank Plaza
  Wheeling, WV 26003-3565
  ###-###-####
  
  December 28, 2023
  
  
  *** ***** *******
  Better Business Bureau – ******
  **** ********* **** **
  ******* ** *****
  
  
  Dear *** *******:
  
  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.
  
  Sincerely,
  
  
  
  
  Aaron R*******
  EVP and Chief Compliance Officer
  
  
  WesBanco Bank, Inc.
  1 Bank Plaza
  Wheeling, WV 26003-3565
  ###-###-####
  
  February 22, 2024
  
  
  *** ***** *******
  Better Business Bureau – ******
  **** ********* **** **
  ******* ** *****
  
  
  Dear *** *******:
  
  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 out 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.
  
  Sincerely,
  
  
  
  
  Aaron R*******
  EVP and Chief Compliance Officer
  
  
  WesBanco Bank, Inc.
  1 Bank Plaza
  Wheeling, WV 26003-3565
  ###-###-####

  Customer response

  03/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Mr R******* catalogs my concerns without doing anything to actually *address* those concerns.
  
  Regards,
  
  ** ****** ********
  

*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. ↩