Business Profile

Banking Services

MVB Bank, Inc.

Complaints

This profile includes complaints for MVB Bank, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

60 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:05/19/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed my tax refund and planned to get my refund deposited to my ****** ***** account. I found out that they had closed my account due to it being $3 overdrawn and when I tried paying the $3, they would not accept it. Well, that's fine, but I had to reach out because they did not get my updated address to send my federal refund check to. I contacted them on 4/8/2025 via chat where they confirmed my identity/new address then sent it to another department that works only via email. I received an email from them asking for my new address which I replied with and they said they sent the check out on 4/21/2025 and I should receive it in 7-10 business days. I did not get anything by 5/7/2025 so I checked the email thread, realized I swapped 2 numbers of my address, and emailed them letting them know so they can resend it. It is 5/16/2025 and I have sent multiple emails as well as chatting with someone on their site and have yet to have the check sent again. My address is supposed to be **** ** ****** ** and I sent them **** ** ****** *** I am hoping I can get this check sent to me ASAP, preferably sooner than 7-10 business days. The lack of communication is very upsetting, especially when I have been trying and no one can seem to answer me. There is no phone number and the chat is unable to help me due to my case being taken care of by a different department. I don't even know the name of that department because no one will communicate with me.
Business Response
Date: 05/21/2025
The check was re-issued and sent via *** with the tracking number of ****************** with an expedited delivery date of May 22, 2025.
Initial Complaint
Date:04/10/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
•
17d ago
****** ***** just let someone take over a thousand dollars from my account, I don't have a lot of money, and this situation is very stressful, to say the least, but on top of that the customer service was the worst it felt like I was being robbed all over again and they care more about how you are speaking to them instead of where I'm coming from. During one of the conversations where I was trying to be calm and said he would still hang up on me if I didn't change my tone and this whole situation just makes me feel so defeated.
Business Response
Date: 04/15/2025
Dispute #****** in the amount of $2,120.00 was submitted and finalized on April 8, 2025, in your favor and credited to your account.
We take the safety of our members very seriously. Per our Account Terms and Disclosures provided at account opening:
“We have the right to close or restrict your account or your account transactions at any time without notice and without your consent for any reason unless prohibited by applicable law.”
The balance of your account was sent to the address on file via US Postal Service on April 11, 2025, and should arrive in 7 to 10 business days.
Initial Complaint
Date:03/20/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I received a refund from ****** for two transactions of 199.99 & 49.99. MVB closed a small partner bank called ******** a month before but I wasn’t notified of this. When ****** issued the refund it went to my **** card which was voided because of bank closure so I contacted **** Support. I was assured a check of $250 would be mailed to me so I was relieved and waited months constantly contacting them. Out of nowhere the people who worked for this bank stop responding completely there’s no way to contact support and a check was never mailed. This happened to many people when I reached out to others, everyone was told a check would be mailed to them. I’m hoping I can receive my
money somehow someway so I’m making an effort to contact you guys.
Business Response
Date: 03/21/2025
We researched your complaint and reviewed your account history. Check #10443 was issued on May 28, 2024, for the merchant refund and sent to the address on file. Upon receiving your complaint, check #51873 was expedited to the same address via *** tracking number ****************** with an expected delivery date of March 24, 2025.
Customer Answer
Date: 03/21/2025
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 was told the check was sent yes but I never received it at all to the point another check was sent which I never received. I’m hoping a $250 reimbursement can be mailed to updated address. **** ***** *** ********** ** *******

Regards,

***** *****
Business Response
Date: 04/03/2025
Check #52002 was issued and sent via ****** ****** ****** ******* certified mail to the address provided in the note of dissatisfaction, **** ***** **** ********* ** *****. Please allow 7 to 10 business days for delivery.

Customer Answer
Date: 04/04/2025
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.

Regards,

***** *****
Initial Complaint
Date:03/18/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted MVB bank because they do business with ****** ***** and they told me they do receive emails from ****** ***** and ****** ***** ask them if a customer account is closed MVB send the money to ****** ***** to send out but I was told MVB send the check out so no one know where is my refund check and I am receiving different date that the check been send out and been 3 weeks going on 4 weeks where is my refund check I was told by ****** ***** it will be send out overnight and nothing has happened I still haven’t received anything and no one is trying to contact me about my money and keep me updated about this matter ****** ***** case number 17019770
Business Response
Date: 03/26/2025
On January 29, 2025, a risk-based decision was made to lock and close your ****** ***** Money Spend/checking and Save/savings accounts.
The Account Terms and Disclosures provided at account opening contains the contractual terms of the account relationship and, by using the account, the account owner accepts the terms. In the paragraph Closing and Restricting Your Account states: “We have the right to close or restrict your account or your account transactions at any time without notice and without your consent for any reason unless prohibited by applicable law.”
On February 27, 2025, a tax refund was received in the closed account and a check was issued to the current address on file. You contacted member support regarding non-receipt of the check. Once your address was confirmed, a new check was issued on March 18, 2025, to the confirmed address. Please allow 7 to 10 business days for receipt.
Customer Answer
Date: 03/27/2025
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 suppose been received my check back in 3-14-25 but I was told the last check was send to the wrong address which I provided more than 5-10 times and no one try to contact me to keep me updated on my check and not provide me with updates on this matter but every time I reach out about my check it seem like no one is taking this matter seriously and keep delaying me receiving my check in a timely manner so from 2-28-25 - 3-17-25 to my knowledge 3 checks was mail out which I still haven’t received and I was told i could have my check expedite for the following reasons faces same issue on receiving my check to my mailing address how was my check send to the wrong address from the address on file but unless I was lied to from the start if the last check was send out back in 3-4-25 I suppose been receiving my check but yet a check was reissued on the 3-17-25 which I was told I will receive it by 3-31-25 which I suppose received my check back on 3-14-25 from the 3-4-25 check was send out on that day both MVB and ****** ***** of delayed of my check which I do have important matter that I have lost a lot because of this delay of my refund check and even though I was told my check can be expedited which I did offer to pay the overnight/ 2-3 days shipping with tracking/ confirmation number out of my refund check just to receive it in a timely manner it shouldn’t be a whole month just to receive my refund check which this was an urgent matter

Regards,

***** *****
Business Response
Date: 04/10/2025
MVB received your original complaint filed with the Better Business Bureau on March 18, 2025, concerning a refund check and your dissatisfaction with our response on April 2, 2025.
Check #628964 was issued on March 4, 2025, for a tax refund received on February 27, 2025. You contacted member support regarding non-receipt of the check. Your address was verified as **** ******* ****** *** ******* ** ***** with member support on March 25, 2025, and a check was re-issued to the verified address on March 18, 2025.
Upon receiving your note of dissatisfaction of non-receipt of the current check issued, the check was re-issued. Check #52017 was issued and sent via *** with tracking number ****************** ** *** **** ******* ****** ** address confirmed member support.
*** provided proof of delivery (see attached) the check was delivered to the confirmed address on April 9, 2025 at 5:46 PM.
We thank you for your patience as we reviewed your account. Our support team works diligently to research each inquiry and provide a response as quickly as possible.
If you have additional questions, please feel free to submit a support case at ***************************************** ** **** ************ for further assistance.
Sincerely,
MVB Bank Complaint Management Team
Customer Answer
Date: 04/10/2025
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.

Regards,

***** *****
Initial Complaint
Date:02/26/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I expected to receive my federal deposit into my account this morning for 10835 and it is not there. ****** ***** will not give me access to my account nor is virtual chat responsive or am I able to speak to a representative. I have been on hold for over an hour on several different occasions waiting to speak to a representative but nobody has answered the phones today. My tracking number for my payment ***************. I'm showing this was posted into my account 02/25/2025 with a deposit date for today 02/26/2025 but still no response
Business Response
Date: 02/27/2025
Based upon our records, a deposit of $10,853.00 was received on February 26, 2025, at 4:58 pm EST from *** ******** ***** LLC and you were able to access your account and conduct transactions to ********* ********, ******** ** ******** ********, and ************
Initial Complaint
Date:02/18/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This bank is through ****** *****. They decided to freeze my account with my money in it. I filed a dispute to complain about a merchant, pulling the moneyout my account. All they had to do was cancel out my debit card not freeze my account. I have no access to my funds every I call they make up a different excuse that they’re closing the account now he said they’re leaving the account open, but they have to wait forthe dispute to finish. This isn’t right. I need access to my phone. I am at disabled adult Who needs to pay for life-threatening and medication
Business Response
Date: 02/24/2025
On January 31, 2025, dispute #****** was filed in the amount of $714.00 for multiple transactions to *** ****** and ****** ONLINE as unauthorized/fraudulent.
We take the safety of our members very seriously. On February 3, 2025, your ****** ***** ***** ***** Spend/checking account was locked and submitted for review because of a possible account compromise.
On February 12, ,2025, a notice was emailed to the email account on file that provisional credits were provided totaling $714.00. On February 20, 2025, an additional notice was emailed to the account on file, notifying you that the provisional credit received on February 12, 2025 is final and would remain in your account.
Due to the possible account compromise, the account was closed on February 20, 2025, and the final credit of $714.00 was successfully transferred to the external linked bank account at ****** ********* *****.
Initial Complaint
Date:02/12/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I opened an account with ****** ***** Money Checking Account back in 2022. My account has been the same for the past two years. I am learning today that my account was closed back in November 2024 and a new account number was issue out to me. I have processed my taxes with the account number that was used for the past two years and now being told that they can not see any pending deposits in my account. My frustration with this bank is that I was not notified that my account was closed and a new account will be issue prior to me filing. I am being told that I need to contact the issuer to find out how to get my refund. I need answers on to who can see the closed account to see if there is any pending deposits. I have asked multiple times to speak to an supervisor to get further details but the language barrier with the customer and the agent is very difficult since the agents that work for the company does not speak English very well.
Business Response
Date: 02/20/2025
Banking regulations recommend a financial institution periodically re-verify the information that was provided when the account was opened and update our records accordingly. During the re-verification process, an initial notice and subsequent reminder notices are sent to the email on file.
Our records indicate notices were sent and there was no response to our efforts to re-verify the information on your account; thus, on November 20,2024, a notification was sent to the email address on file regarding the closure of your account.
In the paragraph regarding Closing and Restricting Your Account of the CKM Spend account terms and disclosures it states, “We have the right to close or restrict your account or your account transactions at any time without notice and without your consent for any reason unless prohibited by applicable law.”
A new account was opened on January 6, 2025, and a Refund Advance was deposited on January 27, 2025, which you were able to access. On February 11, 2025, you contacted support regarding a missing deposit from the State of South Carolina. Support did not see any pending deposit and recommended you contact the State and update your account information.
Initial Complaint
Date:02/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Feb.1 i noticed a transaction on my account that i did not approve or make. I immediately contacted ****** ***** to tell them this was fraudulent, theybadvised me to close and lock my card, which I did. They then redused to open a dispute about this transaction untill "it posts to your account" yesterday the 4th they (they being ****** ***** charged my account aging overdrawing my account by over 370 dollars. I have been in cintact with this company and was treated like i was trying to stral my own money. Inwas told that they were resposible for the actions. I also have attached an email stsing that the transaction was declined. And a screenshot showing what they have taken out.
Business Response
Date: 02/14/2025
The dispute is currently under investigation and a determination will be made within (10) business days. If an error occurred, it will be promptly corrected. This is disclosed in the ****** ***** Money Spend Term and Disclosures, VI. Electronic Funds Transfer Disclosure/Terms, in the paragraph Information About Your Right to Dispute Errors, it states.
“If you provide this information orally, we may require that you send your complaint or question in writing within ten (10) Business days. We will determine whether an error occurred within ten (10) Business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to forty-five (45) days to investigate your complaint or question. If we decide to do this, we will credit your ****** ***** Money Spend account within ten (10) Business days for the amount you think is in error, so that you will have use of the money during the time it takes to complete the investigation.”
Initial Complaint
Date:01/21/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I use ****** ***** to file my taxes and put proceeds into my ****** ***** spend account. According to **, my account with them was closed last year without informing me because of a negative balance. I was never informed my account was negative and it was less than 10 dollars; I now can’t file my taxes and get an advance refund which I have done for 4 years now through ******** and **. This isn’t acceptable!
Business Response
Date: 01/22/2025
On June 5, 2024, your ****** ***** ***** ***** Spend/checking account was closed with a negative balance of ($9.92). The account was in a negative balance beginning on February 25, 2024, until it was closed. A series of notifications are sent notifying you of the negative balance and the closure.
In the Terms and Disclosures paragraph regarding Closing and Restricting Your Account, it states, “We have the right to close or restrict your account or your account transactions at any time without notice and without your consent for any reason unless prohibited by applicable law. The reasons we may restrict and/or close your account or your account transactions include, but are not limited to: (a)You provided incorrect or misleading information when opening your account; (b) You are maintaining a negative balance account; (c) You conduct transactions that results in ACH returns; (d) You are conducting or we suspect that you or a third party are conducting illegal or fraudulent activity; (e) There is a dispute regarding your account; or (f) You abuse our systems or violate this Agreement.”
Customer Answer
Date: 01/22/2025
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 was not given communication that my account was negative. What out my account negative? I received my *** tax refund onto that card on 2/23/24, so it’s odd that 2 days later, my account was negative. I can’t see transactions any longer because I don’t have access to it. I also do not have another money account, according to CK. Are you sure you’ve actually looked up the proper account?
I spoke to ****** ***** and they advised me this wasn’t their decision, but a bank decision, by you guys. I’ve spoken to others who have had the same thing happen to them. This isn’t acceptable.

Regards,

******* ******
Business Response
Date: 02/18/2025
All communications would have been sent to the email address on file and may have been received in a
Junk E Mail box or received in a SPAM folder.
There was a transaction on February 25, 2024, to the merchant ** ***** ******* ***** Leesburg, FL in the
amount of $44.58 which brought the account negative ($9.92). See attached February 2024 bank
statement.
It appears you may have another active/open *** account. If this account was not opened by you, it is
recommended you submit a support case at ***************************************** or call ********
**** for further assistance to verify the status of this account and/or determine if you are able to open
another *** Spend account.
In the Terms and Disclosures paragraph regarding Closing and Restricting Your Account, it states, “We have
the right to close or restrict your account or your account transactions at any time without notice and
without your consent for any reason unless prohibited by applicable law. The reasons we may restrict
and/or close your account or your account transactions include, but are not limited to: (a)You provided
incorrect or misleading information when opening your account; (b) You are maintaining a negative
balance account; (c) You conduct transactions that results in ACH returns; (d) You are conducting or we
suspect that you or a third party are conducting illegal or fraudulent activity; (e) There is a dispute regarding
your account; or (f) You abuse our systems or violate this Agreement.”
Initial Complaint
Date:12/30/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 17th, 2024 the *** send me a back pay of 2,829 I find out about the information when I called the *** asking for a hardship to repair my vehicle from my back pay from SSI that when they told about that transaction if the *** didn't told about the deposit I never knew because my bank didn't notified and posted on my account which they already received.
I called the bank with a response that I spend that amount already closing my account on July 29 of mentioned year what's not true denied me to paying me that amount but I have the tracking number when the deposit was made by *** also trace number from Department of Treasury when they received please help I disputed plenty time being denied and telling me they can't move forward about it.
Business Response
Date: 01/06/2025
On December 2, 2024, you contacted our Member Support team to dispute transactions posted to your closed Spend account. On that same date, four disputes were filed for 38 transactions in the total amount of $3,782.12.
On December 4, 2024, dispute ID ****** investigation was completed and resolved in your favor. On that same date, final credit in the amount of $17.89 posted to your closed Spend account. In addition, check #****** for the credited amount was mailed to the address on file and was negotiated by you on December 13, 2024, at ***** ******* *****
On December 5th, 11th, and 16th of 2024, the remaining dispute investigations were completed and denied as all the disputed transactions were completed using your debit card Personal Identification Number (PIN). In addition, these transactions were made in your same city and state and were filed untimely. You may request copies of the documents that we used to make our determination by contacting our support team.
Once your complaint was received, the disputes were escalated for an additional review and an investigation was conducted by our Dispute Escalations Team Lead. The evidence discovered during the initial investigation of the disputes referenced above is sufficient to maintain the denials and no credits will be applied. We are unable to assist you further with the disputes. Please reach out to the merchant directly to attempt to resolve this issue.
Customer Answer
Date: 01/08/2025
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,

****** *********
Business Response
Date: 01/13/2025
The disputes were escalated for a secondary review when your complaint was initially received and reviewed again based on your January 9 response to the BBB. The evidence discovered during the initial investigation of the disputes is sufficient to maintain the denials and no credits will be applied.

We are unable to assist you further with the disputes. Please reach out to the merchant directly to attempt to resolve this issue. You may request copies of the documents that we used to make our determination by contacting our support team and reference the dispute numbers ******, ******, ****** in your request.

We thank you for your patience as we reviewed your account. Our support team works diligently to research each inquiry and provide a response as quickly as possible. If you have additional questions, please feel free to submit a support case at ***************************************** or call ************ for further assistance.

Customer Answer
Date: 01/14/2025
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.
They send me statements from July 2024 with same amount same day withdrawal over 500 when I only can get 500 per day.
Also other statement from July 2024 the dates are not in order and some of the dates are all blurry I can't read my self those transactions ,bottom line they are lying about those numbers after I mentioned my numbers they came out with those numbers after I disputed again.

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

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