Complaints

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

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  MVB Bank, Inc.

  301 Virginia Ave Fairmont, WV 26554-2777

  
• 

  MVB Bank, Inc.

  1000 Johnson Ave Bridgeport, WV 26330-1350

  
• 

  MVB Bank, Inc.

  1000 Jerry Dove Dr Ste 200 Bridgeport, WV 26330-9174

  
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  MVB Bank, Inc.

  406 W Main St Clarksburg, WV 26301-2800

  
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  MVB Bank, Inc.

  10 Sterling Dr Star City, WV 26505

  

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:12/12/2024

  Type:Billing 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 have a MVB bank / ****** ***** bank account. On 12/6/24 money was transferred out of my savings account multiple times to an unknown and unauthorized account to a ******* ***** bank for a total of $40,327.00 stolen and then they closed the savings account so I can't even see the transactions that occurred. Also unauthorized charges on my spending/checking account which had been declined 13 times and still let another $1250.83 process which were unauthorized. The bank made no attempt to contact me directly other than general emails with transfer confirmations when these transactions were declining and failed to send me any notifications to prevent theft from happening. I have provided them all the proof needed and paperwork required. They have frozen my checking account and now I am suffering from panic attacks and they still have not released my funds.

  Business Response

  Date: 12/18/2024

  Your *** *****/checking account was unlocked and credited the full amount of the unauthorized transactions, which totaled $35,329.28. Based upon your account activity you were successfully able to access your account and transfer funds to an external bank account at ** *****

• Initial Complaint

  Date:11/25/2024

  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.

  I signed up for the bank through ****** ******s app because of a promotion, thinking it would be worth trying. After a few months, my card started getting declined constantly, even though I had plenty of money in my account. These were small transactions—gas stations, ******', **********, *****—nothing out of the ordinary.
  
  I called customer support, and every time, I was connected to an outsourced agent with a thick accent, making communication a nightmare. They all gave me the same useless advice: “Try again.” I tried. Again and again. And guess what? Declined every single time. After seven calls, one agent finally told me to just withdraw all my funds and stop using the bank. Seriously? That’s their solution?
  
  The calls were beyond frustrating. Most of the time, we were just trying to understand each other. The agents became rude, repeated the same unhelpful lines, or outright ignored my questions completely over the phone. This is supposed to be an American company—so why am I always routed to someone overseas who clearly isn’t equipped to solve the problem?
  
  Then I find out ****** ***** has no control over the bank—it’s actually run by MVB Bank. ****** ***** completely misled me into thinking they could fix this. Instead, they refused to give me MVB’s contact info and left me stranded with no solutions. This entire experience has been a joke. It feels like I’m dealing with scammers because the communication is just that bad.
  
  MVB Bank, what are you going to do to fix this? Or is this the kind of service I should expect?

  Business Response

  Date: 12/02/2024

  We researched your complaint and reviewed your account history. On October 2, 2024, the balance of your account was $1.94. There was a transaction attempted at ****** on October 4, 2024, in the amount of $6.52, which was declined due to insufficient funds. On October 27, 2024, the balance of your account was $6.92. There was a transaction attempted at ********* in the amount of $8.93, which was declined due to insufficient funds.

  You contacted member support on November 20th and 22nd regarding transactions being declined once you had a sufficient balance in your account. Your concern was escalated to the Fraud team, and it was determined that the **** Provisioning System was declining your transactions due to a system issue with ****. Based upon the activity in your account, the **** issue has been corrected and your transactions have been completed as expected.

  Your ****** ***** Money accounts are provided by MVB Bank Inc, Member FDIC; however, all servicing is completed by ****** *****, LLC, a division of ****** ****

• Initial Complaint

  Date:08/30/2024

  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.

  8/25/24 $4,509.50 was stolen from my ****** ***** acct. ****** ***** allowed someone to change the phone number and e-mail on my account and open a ****** ***** spend account. Then the same day, they allowed a $5,000 transfer from my original ****** ***** acct to the newly opened spend acct. Additionally, they allowed 2 withdrawals from the newly opened spend account: one for $2,003.50 & another for $2,506. ** was very negligent in protecting my $. There were numerous red flags that should have gone up. I reported this to ** on the same day it all happened. I asked that the spend acct be closed, and my $ returned to savings. After many, many phone calls and chats to/with ** and MVB Bank, I've received totally no satisfaction. The spend acct is still open, my $ is not returned, and now the balance of my savings with ** can't be withdrawn by me. When I try to withdraw the remainder of my $, it says "This account does not currently support withdrawals initiated from external institutions". I am retired, on a very fixed income, and battling cancer. I need ALL of my $ returned ASAP.

  Business Response

  Date: 09/06/2024

  Dispute #****** was filed on August 30, 2024, for two transactions from ******, totaling $4,509.50. You were notified by member support that final credits were deposited to your account. On August 30, 2024, your account was credited and based upon your account activity, you were able to access your accounts and transfer funds.

  Customer Answer

  Date: 09/06/2024

  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.
  
  
  My original contact w/ ** was 8/25. They finally credited the newly fraudulently created ** Spend acct for the 2 transactions. The $ should’ve been returned to my ** Save Acct & the Spend Acct closed. I made it abundantly clear many times I do not want a Spend acct. I transferred the $ to my Save acct. My $ is now locked in a ** Savings acct & I am NOT able to access it. I’m not able to withdraw any of it. The only option is to transfer it to the spend acct. Once in the Spend acct, $ can only be transferred to the Save acct. It’s a terrible way to hold my $, w/o allowing me to withdraw it!!! I have called ** many times asking for my $ to be released to me. They keep saying it’s frozen due to theft, even though I have 2 emails from them saying the theft has been resolved.
  
  
  
  Regards,
  
  
  
  ******** *******

  Business Response

  Date: 10/15/2024

  As requested, the **M Spend/checking account fraudulently opened on August 25, 2024, was closed on September 17, 2024, with a zero balance.

• Initial Complaint

  Date:08/29/2024

  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 August 24, 2024, my account was compromised by fraudulent wire transfers totaling $9,990. I did not share any personal information that could have led to this incident. As soon as I discovered the unauthorized transactions, I immediately disputed them with my bank. The bank promptly froze my account, and I have been actively working with them to recover the stolen funds.
  
  Today, I received a contract from the bank stating that if I sign, MVB Bank will not be held liable if the receiving institution is unable to recover the stolen funds. This money is crucial for my college expenses, and I am deeply concerned about the potential loss.

  Business Response

  Date: 08/29/2024

  On August 28, 2024, you were notified that your account was credited $9,990.00, which is the amount of the ******** unauthorized transaction. An interest adjustment in the amount of $8.16 also was credited to your account.

• Initial Complaint

  Date:08/02/2024

  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.

  DIRECT DEPOSIT ON 07/17/24 WENT TO WRONG ACCOUNT AND COMPANY DID NOT PROVIDE ENOUGH INFORMATION AS TO WHY I CANNOT BE REFUNDED OR WHAT ACTION WAS DONE TO HAVE MY PAY RETURNED. MVB BANK/*********** MONEY.

  Business Response

  Date: 08/12/2024

  A direct deposit on August 17, 2024 was located based upon the trace number provided. The funds were deposited into the account number provided on the ACH information by the State of ******* Payroll. The bank is not able to return any funds without the authorization from the State of ******* Payroll who originated the transaction. You will need to report this issue to the State of ******* Payroll who will need to recall the transaction notifying the bank that the wrong account number was provided.

• Initial Complaint

  Date:07/29/2024

  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.

  My bank account was hacked on July 24 @ aroung 130pm. $802.50 was taken from my account. I was only notified because i have notification on my cards when money is spent. I called ****** ***** Money. and advised them i did not authorize this purchase which was done out of Michgan. They then asked me did i change my phone number. I advised no. they proceed to but my account Fraud status and say they are going to work on and see what happend. they advised me i would get an email in 24hr that my account would be forced locked out, after that within 6hr i would recieve an email to reset my password and by Friday the 26th my account would be ready to be unlock and that i would have information about my provisional funds. We are now on the 26th and nothing has happened, they are now telling me it will take 10 business day for my provisional and that is not even guartneed. i have called every day for updates and no one person can give me an update, or they say someone will email you back. I have recieved little to no help on getting this matter settled. it should not take 10 business days to get your funds back.I have shut off notices coming in that need to be paid. And becuase of thier negligence on my account security my account was hacked and they are not helping to get this resolved.
  I need help on getting my funds back please.

  Business Response

  Date: 08/08/2024

  It was determined that an account compromise had occurred, and you were requested to reset your password. Once the password was reset, the account number was also changed to prevent any further unauthorized activity. Dispute #****** was finalized, and your account was credited $802.50 on July 26, 2024. The account was unlocked on July 29, 2024, and, based upon the account activity, you were able to access the account on July 30, 2024 and conduct transactions.

• Initial Complaint

  Date:07/15/2024

  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.

  I am filing this complaint regarding a frozen bank account that recently occurred on July 12,2024 . While trying to solve a dispute I contacted MVB BANK to better assist with the matter that I was having. The receptionist asked me several security questions and claimed they needed to verify my identity. However , due to some unknown reason they locked my account to go into further investigation and “ verify my identity”. The receptionist informed me on July 12,2024 to monitor my emails for a response to the investigation. I received the email; July 13,2024. The email consisted of me sending proof of my identity which I did. Once I sent the email and proof of my identity I reached out to MVB bank /****** *****; 24 hours afterwards to get a better understanding of how long does this process take because I needed access to my funds immediately. The response the receptionist gave me was “ to monitor emails “, “ he cannot give me an answer” so with no exception or explanation on what’s the process or the problem. I asked to speak with someone else but somehow the phone disconnected. After doing research on this situation I reviewed that in some cases other people who bank with MVB BANK/ ****** ***** haven’t received their funds in weeks sometimes months.
  I need help. I need my money immediately and I cannot wait several weeks to obtain the funds.

  Business Response

  Date: 07/23/2024

  Your accounts were unlocked on July 16, 2024. Member support advised you that your account numbers were changed and requested you to change your password. Based upon your account activity you were able to access your account and complete a ******* transfer.

• Initial Complaint

  Date:07/12/2024

  Type:Billing 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.

  So they took my money and I haven’t received all my goods and also taking my money without contacting me

  Business Response

  Date: 07/22/2024

  On June 24, 2024, you were notified the dispute would remain denied due to the merchant providing evidence that matches your name, email, billing address and IP address. You may request copies of the documents used in the denial decision by contacting the Customer Service Department at ************. Please reference the dispute number in all requests.

• Initial Complaint

  Date:07/09/2024

  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 5/17/24, I contacted the bank because my account was trying to be accessed by a computer that was not mine. My account had been hacked earlier in the month and I opened a fraud case and it was being investigated. While it was being investigated the bank did put the money in my new account, which I did not have access to because they said they had to mail me a new debit card. I later found out that the bank closed my account and mailed my funds to my old address, which I had updated to my new address but they didn't update it. During this process, I was in the middle of moving to a different state, so this just compounded the frustration that they didn't notify me before they closed my account, which I did not know for almost 6 weeks. Every time I called and spoke with a supervisor or a customer service rep they said they did not have that information. I am fortunate that my fiance is helping me otherwise, I would be homeless because I don't have a job and was depending on this money to have to move and to help pay bills until I got a job in my new state. I want my money from my bank account that they closed and mailed to me. I have spent countless hours on the phone speaking with various supervisors who require me to send in documentation to prove my new mailing address because I was moving to a different state when this occurred. Each Supervisor says they have the appropriate documentation to update my mailing address and the last I heard was 2 weeks ago that the check was in the mail. I called today 7/8/24 because I still have not received the check and was told by Supervisor Jimmy that there is an issue with my mailing address. So I was told by this Supervisor that I am the one causing the problem because I call all the time to get the status of where my money is. It has been over 2 months and they still have over $6,000. This has been devastating to me and I want this institution held liable for causing me so much headache and angst.

  Business Response

  Date: 07/17/2024

  MVB has received your complaint filed with the Better Business Bureau on July 9, 2024 concerning an account
  compromise.
  We researched your complaint and reviewed your account history. Your account was closed May 17, 2024 as a
  result of the account compromise. A check was mailed May 23, 2024 to the **** * ******** ** and returned.
  Another check was mailed to ** **** ** on June 24, 2024.
  You contacted member support requesting an address change so another check could be issued. The address was
  changed and on July 11, 2024 a check was mailed to the requested address at the address above. Please allow 7-
  10 business days for the check to be received.
  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.

• Initial Complaint

  Date:07/02/2024

  Type:Billing 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.

  In March 2024, after my payday on the 20th, someone hacked into my account and changed some of my information and created a digital card on my account. I received a notice of a large purchase on my account and immediately called ****** ***** fraud services (MVB Bank). They informed me a digital card had been made and asked if i wanted it deactivated. I told them I never requested a digital card and said yes to deactivating it and asked them to make it where no other digital cards could be made. More fraudulent charges popped up and I continued notifying them of the charges. They began their investigations. I also requested a new phyaical card. The money was put back on my account until they removed the $521 from my account again on June 20th 2024. I called and complained and appealed. They asked if I had filed a police report and I had not but went the same day and filed one. I sent that information to them. After this I got a notice that my appeal had been denied because my information had been used. Again, someone hacked my account and changed my information. Then I received an email (which is the ONLY way they reply to you) saying they couldn't help me any farther and to contact the merchant. I contacted the merchant to find that they used everything except my physical card number (which is the only card I use) to make the purchase. They used the digital card number. I notified ****** ***** of this and then got another denial of my appeal and a dismissal of my account email. I feel frustrated that they took my money and then I feel like I'm being punished because someone got into my account with them. I just want my money back. Now I'm behind on my car payment and short funds for the remainder of the month.

  Business Response

  Date: 07/11/2024

  You requested multiple appeals of this decision; however, the dispute still remains denied.
  You may request copies of the documents that were used to deny the dispute by reaching out to Customer Service at **************. Please reference dispute #****** when requesting copies of the documentation.

  Customer Answer

  Date: 07/11/2024

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