Complaints

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

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  WesBanco, Inc.

  One Bank Plz Wheeling, WV 26003-3543

• 

  WesBanco, Inc.

  109 Merchant St Fairmont, WV 26554-4040

• 

  WesBanco, Inc.

  300 Tennessee Ave Charleston, WV 25302-2336

• 

  WesBanco, Inc.

  410 Grand Central Ave Vienna, WV 26105-2139

• 

  WesBanco, Inc.

  260 Gihon Vlg Parkersburg, WV 26101-7163

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:06/09/2025

  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.

  My mortgage payments are set on an automatic payment schedule for the first of every month. On the first of May my mortgage went up to $1408.12 with no notice my normal $1300.00 payment was sent like normal. On 5/28 I received two letters in the mail one dated 5/19 one dated 5/22 the one from 5/22 was from Craig R**** stating my account was in delinquent status stating I owed $148.29. At 8:00 am on Thursday 5/29 I promptly called Craig dialed his extension and left him a detailed voicemail of the situation stating I was confused and unsure of why my account would be in delinquent status. Now 10 days later I have yet to receive a call back from Craig. On Monday 6/2 I called ***** ******** a number I found online for WesBanco and spoke to a lady for roughly 15 minutes. The call was recorded on their end and I have screenshots on my end. She assured me all of my accounts were in good standing and to ignore any letter I had received as far as account delinquency goes. She said they’ve had a lot of confusion going on as far as the bank change from Premier to WesBanco and many employees and customers are getting confused. I felt good after that conversation then received a phone call on Wednesday 6/4 from a Danielle ** ***** ******** stating they had reported my $148 late payments to the credit bureau for delinquency status. She was finally able to tell me why my payment went up but unable to tell me why no one could answer any of my questions or return my calls until after they decided to report it. Today Saturday 6/7 the credit bureau posted my credit a hit of 115 points dropping my nearly perfect credit to a mid 637 my wife a 580 a 135 point hit. I’ve spoke to two employees at the local level at WesBanco and let them know I’m unsatisfied with the apology I have received. My families future is being changed over a measly $148 that I could’ve paid and someone unwilling to return a voicemail and another customer service representative not knowing what she was doing.

  Business Response

  Date: 06/20/2025

  WesBanco (the “Bank”) received the above-referenced complaint submitted by our customer through the Better Business Bureau on June 10, 2025.  In his complaint, the client asserted that he was not notified of a change in the payment amount due for May 2025 on his mortgage loan originated with ******* **** (now WesBanco).  As a result, the customer did not make the full payment.  He then received a past due notice and noted a change in his credit score.  Thank you for the opportunity to respond. 
  
  Our investigation determined that the Bank’s notification of the payment increase to the client was provided via his “Annual Escrow Account Disclosure Statement – Projections for Coming Year Analysis” document dated February 28, 2025.  In addition, a “Loan Statement” document dated April 15, 2025 provided the new payment amount due. 
  
  The customer also stated that he experienced difficulty contacting the bank employee who had notified him of this issue.  The employee has been out of the office for several weeks.  However, the Bank confirmed that after discussion with another Bank associate on June 9, 2025, the late fee was waived and the credit reporting corrected.  It is our understanding that complainant was notified accordingly.
  
  To protect the customer’s privacy, we are prohibited from providing detailed account information. 
  

• Initial Complaint

  Date:06/06/2025

  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.

  The Date of transaction was September 25 , 2024 I payed WesBanco 22,500 dollars to pay an account in full. They provided me an email of this saying that it satisfied the account in full. The status of this account on my credit report does not reflect this. My right under the fair credit report act have been violated and the agreement they sent me in an email. I requested as a resolution that this please be deleted from my credit report.
  Thank you.

  Business Response

  Date: 07/01/2025

  Thank you for the opportunity to respond to the matters raised within the complaint. The
  complaint indicates that WesBanco and the client entered into an agreement for
  settlement of a loan balance and that the Bank’s credit reporting does not accurately
  reflect those terms. We have researched this matter and have confirmed that the
  information being reported to the credit reporting agencies does reflect the agreed upon
  terms. In order to determine the source of any inaccurate credit reporting information, it
  will be necessary for the client to submit additional documentation. To protect that
  confidentiality of the client, the additional details and requests will be provided directly to
  the client rather than in the Bank’s published response.

• Initial Complaint

  Date:01/06/2025

  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.

  Dear Better Business Bureau,
  
  I am writing to formally file a complaint against WesBanco Bank regarding their mishandling of my ****** account, which has resulted in ongoing financial hardship.
  
  From April 2022 to October 2022, WesBanco failed to pay my homeowners insurance premiums to *********** *********, despite my making all regularly scheduled mortgage and ****** payments. Due to this oversight, my policy with *********** lapsed, leaving me unable to renew coverage with them. As a result, I was forced to secure new insurance through **********, which was the only company willing to insure me under these circumstances.
  
  My original premium with *********** was $1,000 annually. After the lapse, my premium increased to $2,100 annually, leaving me with an additional $1,100 burden per year. While WesBanco initially acknowledged their error and covered the difference for the first year, they have since ceased communication now that my mortgage is paid in full.
  
  Repeated attempts to resolve this matter with WesBanco have been ignored. Their failure to address this issue has left me unfairly responsible for the consequences of their error, requiring me to pay significantly higher premiums for the foreseeable future.

  Business Response

  Date: 02/05/2025

  Please consider this letter to be in response to a complaint received by WesBanco Bank, Inc. (the “Bank”) from your office January 6, 2025. The complaint case number is
  ******** and the complainant claims the Bank mishandled his loan ****** account resulting in the cancellation of his homeowner’s insurance and an increase in the new
  insurance policy’s premium. He would like for the Bank to continue to pay the difference in the insurance premium indefinitely and assist him in finding lower insurance.
  

  As background, the account in question was a residential mortgage loan that has since been paid off by the complainant and closed. While it was open, the Bank collected
  ****** payments for the payment of interest and insurance.

  Under federal regulatory requirements, a servicer must pay the disbursements from an ****** account on or before the deadline to avoid a penalty so long as the borrower’s payment is not more than 30 days late unless the servicer is unable to disburse the funds from the borrower’s ****** account.

  The requirements go on to state a servicer is considered unable to disburse funds from a borrower’s ****** account only if the servicer has a reasonable basis to believe
  that the borrower’s hazard insurance has been cancelled (or was not renewed) and provide the following as one of the reasonable basis examples that insurance has been cancelled
  or not renewed: “A servicer does not receive a payment notice by the expiration date of the borrower’s hazard insurance policy.”
  

  This complaint is regarding the cancellation of the complainant’s homeowner’sinsurance policy due to non-payment for the renewal of his policy in May 2022. Despite the
  complainant’s claims, and as previously conveyed to the complainant, the Bank is not at fault for the cancellation of the insurance as it did not receive a payment notice from
  either the insurance company or the borrower by the expiration date of the insurance policy and, as such, was unable to disburse funds from the borrower’s ****** account.
  

  Recently, some insurance companies have adjusted their practices to no longer send payment notices or other communications to the Bank when policies are due for payment,
  despite the Bank being named as the Mortgagee on the policy. Instead, the payment notice is sent to the insured borrower. In this case, the complainant should have received a
  payment notice from his insurance company. If one was received, he did not provide it to the Bank which is required in the terms of the Deed of Trust.

  Without this notice, the Bank is unable to disburse funds to pay the premium. Although the Bank was not at fault for the cancellation of the insurance and the increased premium in 2022, the Bank discussed the occurrences with the customer and decided, in an effort to provide assistance to him, as a one-time courtesy offer to cover the cost of the increased premium for the first-year increased premium.

  While the Bank cannot assist the complainant in obtaining new insurance, the Bank did note that at least part of the increased insurance premium is due to an increase in the
  dwelling coverage, as well as new coverage for the loss of other structures and personal property coverage which do not appear to be covered in the original insurance policy.
  

  The Bank appreciates you bringing these 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 Answer

  Date: 02/10/2025

  Dear 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.  While I acknowledge their letter regarding my complaint, I strongly disable with their claim that they were not at fault for the mishandling of my ****** account.

  WesBanco states that they were unable to pay my homeowner's insurance premium because they did not receive a payment notice from the insurance company or from me, citing regulatory requirements. However, I was under the impression-based on standard ****** account management practices-that the bank was responsible for ensuring timely payment of my homeowner's insurance.  I made all my mortgage and ****** payments in FULL and ON TIME, expecting them to fulfill their obligations.  We know that prior to any payment date they contact you several times as a reminder.  We also have the same insurance company for car insurance and this is their standard practice. When contacted they also informed us that they contacted the bank several times before and after the payment was due.  

  WesBanco initially acknowledged their failure by covering the increased insurance premium for the first year.  If they were not truly at fault, why would they offer to cover the increase at all? This action suggests an admission of responsibility.  Their decision to cease communication and assistance after my mortgage was paid off only reinforces the perception that they are avoiding accountability.

  In their response. WesBanco falsely states that I wanted them to pay the difference in my insurance premium indefinitely.  This is not true.  I had several conversations with Tammy R******** regarding this matter, during which I clearly stated that I understood they could not cover the difference indefinitely.  However, I also expressed that I felt I was owed some form of compensation for the ongoing financial burden caused by their error.  It is misleading for them to suggest otherwise. During those conversations Tammy had indicated that she was discussing with legal a form of compensation.  

  At no point before my insurance lapsed did WesBanco notify me that a payment was missing or that they were unable to pay my premium.  Had they done so, I would have taken immediate action to rectify the situation.  Instead, I was blindsided by a policy lapse that has resulted in a permanent increase in my insurance cost.  

  Due to WesBanco's negligence I am now paying an additional $1100 per year in insurance costs, a financial burden I should not have to bear.  Their assertion that part of this increase is due to additional coverage is not correct because we did not make ANY changes to our coverage and does not change the fact that my previous policy lapsed solely because they failed to make the required payment.  

  WesBanco's refusal to take full responsibility for their error has left me with no choice but to consider legal action.  If this matter is not resolved promptly and fairly, I will be forced to hire an attorney to pursue further action.  I would prefer to resolve this issue amicably, but I cannot continue to bear the financial consequences of their negligence.

  I respectfully request that the Better Business Bureau continue to investigate this matter and hold WesBanco accountable for the long-term financial harm they have caused. 

  Regards,

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

• Initial Complaint

  Date:12/30/2024

  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 used the WesBanco Bank's BIllPay system. I had more than sufficient balance in my account to cover the payments but the bank bounced the payments scheduled to various vendors. The bank bounced numerous payments to ***** **** (3 credit card accounts) and ******** ******* (2 credit card accounts). The credit card companies charged me late fees and interest because the payments were rejected.
  The bank also locked my online account so I could not research what was going on with my account. After going through the third degree of security questions, I was told I would need to go into a branch, in person, the next day to have my account unlocked. I did this and it still took two days before the account was "unlocked" for online viewing.
  I talked with the bank numerous times, and was told it they would research the problem. The bank manager from "New Albany" said he would get back to me, but did not. I finally wrote a letter to the "Gahanna" branch manager. After 3 weeks, I still have not received any type of acknowledgment or response from him. I included documentation showing charges from the credit card companies due to the WesBanco dishonored payments. I have attached a copy of the letter to the bank to this complaint.

  Business Response

  Date: 01/28/2025

  Please consider this letter to be in response to a complaint received by WesBanco Bank, Inc. (the “Bank”) from your office dated December 30, 2024.  The complaint case number is ******** and the complainant claims due to issues using the Bank’s online banking Bill Payment system, payments to her creditors have been late. She would like for the Bank to reimburse her for the late payment fees. 
   
  The complainant claims to have used the Bank’s Bill Pay system to schedule payments to various vendors, but then states that the Bank “bounced” three separate payments to ***** and two separate payments to ******** ******* in September 2024. In reviewing the complainant’s Bill Pay history for September, the Bank only has record of two payments being scheduled to either named merchant and both processed as scheduled. 
  

  The Bank’s record does not reflect that any payments to either of these merchants were cancelled or otherwise failed to be processed during this month. It should be noted that a customer can schedule either a single payment to a merchant or schedule recurring payments to a merchant. When scheduling either type of payment, the customer is provided with a confirmation page in which the Bank recommends saving or printing a copy of the authorization. If the customer can provide a copy of any of the authorizations for a payment in which they claim the Bank cancelled, the Bank can further investigate their claim. 
   
  As the complainant refers to the payments as being “bounced”, which typically means when a merchant or vendor directly presents a transaction to the Bank for payment, often a check or electronic payment via ACH, the Bank also reviewed her account history to see if any such payments were returned unpaid. In reviewing the complainant’s account history for the month of September 2024 as well as through the end of 2024, the Bank does not see that any payments submitted to the Bank have been returned for nonsufficient funds, for these identified merchants or any other merchants. If the complainant set up direct withdrawals for these payments with her creditors, she should verify she provided the correct routing and account number.  
   
  The complainant also indicates in her complaint that Bank locked her online banking profile. On September 23, 2024, the Bank received an alert of potential fraud on the complainant’s Online Banking profile due to an unusual pattern of bill payment activity, specifically that a $1,000 payment was scheduled to an individual living in California.   
  

  To protect the complainant from potential fraud and losses, the Bank contacted the customer on that same day to verify she conducted the transaction and that it was to an individual that she knows personally. Being unable to reach her, the payment was cancelled and her online banking profile was locked. On September 26th, after additional contact attempts the Bank was able to reach her and verify it is an authorized transaction to a business associate that she had known for years. On that same date, the Bank unlocked her Online Banking profile. Regrettably, on the next day, the complaint brought to the Bank’s attention that she still could not utilize online banking; the Bank immediately resolved the access issue and she had access that same day. 
   
  As the Bank has no record of any transaction being cancelled or returned unpaid by the customer for the timeframe referenced, there would be no basis for a return of fees, since none were charged, and no basis for reimbursement of interest since any interest incurred was not related to the Bank’s services.  
   
  The Bank appreciates you bringing these 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 Answer

  Date: 02/02/2025

  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.
  
  
  
  Once upon a time, there was a day when a business valued a long-term customer.  It appears that time has passed.  My previous letter summarized the activity that happened with Wesbanco.  Wesbanco does not provide its customers (at least not this customer with detailed information) on Bill Pay activity.  In fact it is non-existent on the customer facing side. 
  The first error occurred on or near August 19th with Bill Pay to ******** ******** This payment settled, but not on the date the teller (first name Hetal) told me it would.  Subsequent problems with Bill Pay were when I had sufficient funds in my account but Wesbanco dishonored the payments.  The credit card companies charged me late fees and interest.  Since the Wesbanco payments were dishonored I could not avoid interest on the following month’s charges.  This is true with both ***** **** and ******** *******.   At no time was my account overdrawn, nor would have been had Wesbanco paid the bills as instructed through BillPay.  As a result, I incurred over $600 in fees and interest.  My credit lines were cut because my payments were dishonored by Wesbanco and in one case an account was closed.
  As far as having online access to my account, again, the bank employee is incorrect.  What can be accessed internally and what can be accessed externally is quite different.   The time I have spent reconstructing records to figure out their errors has been significant.  I have already provided documentation to the branch manager of the Gahanna office and received no response.  It took nearly a month for the bank to provide a response to the Better Business Bureau and it is erroneous because of incorrect assumptions made by the bank employee.   
  The bank employee is correct that multiple errors with WesBanco’s Billpay system occurred on September 23rd.  I am attaching a letter I received from ***** **** informing me of a problem with my payment.  Although I made additional attempts to use WesBanco’s Billpay system, I continued to encounter problems.  Due to the repeated errors with WesBanco’s Billpay, I opened an account with a different bank so I would be able to pay my bills.  I thought perhaps it was me, but I have not had any issues using the other bank’s bill pay system.  
  The bank states that they tried to contact me on the day of the problem.  I have no way to dispute this.  I live in a “Bermuda Triangle” of mobile phone coverage, but even if I were in an area that had good coverage, it would not mean I would receive a timely message.  I was told to contact ***** ***** at the Gahanna branch.  However, when I went to the Gahanna branch, no one there knew ***** *****.  The bank employee states “the Bank received an alert of potential fraud.”  The bank was protecting themselves and not me.  There was no way for them to evaluate whether this activity was unusual for me.
  As an individual consumer, my only recourse is to warn others not to use WesBanco since hiring an attorney would cost more than I could recoup.  This entire process with WesBanco has been totally unjust.
  
  Sincerely,
  ******* *******
  

  
  

  Business Response

  Date: 02/14/2025

  The complainant filed a complaint with the **** which is similar to the complaint she originally filed with the BBB. The Bank will provide a detailed response to the **** regarding the original concerns.

• 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.

  On 11/20/24, I contacted Wesbanco to dispute 13 fraudulent charges made to my account on 11/18 & 11/19 to “ACH WITHDRAWAL *********** PURCHASE” totaling over $600.
  
  On 11/22, I was notified that Wesbanco decided to not investigate my claim and were denying the fraudulent activity and that I would have to take it up with ******** I called and demanded they give a reason as to why they were denying my fraudulent activity claim and a woman named Kristin told me that she’d have to get back to me.
  
  While I was waiting to hear back from Kristin, I contacted ******* and spoke to an agent named *****. ***** asked me if there were any order numbers associated with the transactions. I told him that the only information I had was what the bank had given me. He stated that without order numbers, there was nothing he could do, so he advised to have my bank contact ******* and dispute the charges.
  
  After this phone call, received a call from Wesbanco stating that they denied my fraudulent activity claim because they saw previous, undisputed charges from ******** I did make two purchases, one an online purchase for grocery delivery on 11/6 in the amount of $74.44 and a POS purchase at the ******** store on 11/5/2024 in the amount of $43.25.
  
  Apparently it's Wesbanco’s policy that once you have made a legitimate purchase from a retailer, either in person or online, you can never dispute a charge from that same retailer. For a financial institution to not recognize that credit card skimming, hacking, phishing and the like happen in 2024 while people are making legitimate transactions blows my mind. Under their policy, apparently no victim of skimming can ever have a legitimate case of fraud.
  
  I would like Wesbanco to open a fraud investigation into the charges that were made to my account on November 18th & 19th and deal with ******* to resolve the issues because I didn’t make them. Being out over $600 is a lot in this economy and time of year.

  Business Response

  Date: 12/14/2024

  Please consider this letter to be in response to a complaint received by WesBanco Bank,
  Inc. (the “Bank”) from your office dated November 25, 2024. The complaint case number
  is ******** and the complainant claims the Bank denied his transaction disputes due to
  past recent transactions with the merchant. The complainant would like the Bank to
  refund the disputed transactions.
  While the complainant may disagree with the method used to make the Bank’s
  determination regarding his disputes, as the Bank does not have an agreement directly
  with the merchant in which the transactions were conducted, regulatory interpretations
  allow the Bank to rely on a customer’s transaction history for a reasonable period of time
  when making its determination. Although the process followed by the Bank was
  appropriate, prior to receiving this complaint on November 25th, the Bank had re-opened
  the investigation of his disputed transactions based on additional information he supplied
  to the Bank. The Bank is currently in the process of conducting an investigation of the
  transactions and will supply the complainant with the results of the new investigation
  when it is concluded.
  The Bank appreciates you bringing these 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 Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and, while I appreciate it, their reply is
  inadequate and missing a few key facts.

  First, I never provided additional information outside of
  this complaint because they never asked for it. On 11/22, a teller at my local
  branch resubmitted the original complaint with the same information she had on
  11/20. She resubmitted it after being told 1) they weren’t going to investigate
  due to my prior transactions and 2) it wouldn't be looked at until after 11/28. Second, even if “regulatory interpretations” allow the denial of a fraud claim based on a customer’s prior transactions with a merchant,
  I find it irresponsible to refuse to even investigate potential fraud. The bank owes me a fiduciary duty to protect my assets that they manage.

  Third, despite me immediately canceling my debit card, due
  to the delay in investigating & failure to monitor my account for suspicious activity, an ACH withdrawal from the same merchant was
  allowed on 12/3. This made me realize that my
  entire account information was compromised. I had to go to the bank and close
  my account, place a stop payment on that charge, and I went to the police to
  file a report (which was sent to WesBanco).

  I’m frustrated that it took reaching out to
  the BBB to get any action on this situation. It should never take a complaint or threatened legal
  action to get the right thing done. I'm not asking WesBanco to do anything more for me as they have investigated the fraud and refunded my money, I hope to encourage WesBanco to re-evaluate their current practices.

  
  
  
  Regards,
  
  
  
  **** *****

• 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.

  I recently reviewed my credit report and found an unauthorized inquiry from WESBANCO INC, dated 2/13/2024. I did not authorize this inquiry, and I believe it is a result of identity theft. I have filed a complaint with ***************** and have enclosed a copy of the report for your reference.
  
  I request that WESBANCO INC remove this unauthorized inquiry from my credit report immediately. Please provide written confirmation once this has been completed.

  Business Response

  Date: 09/26/2024

  Please consider this letter to be in response to a complaint received by WesBanco Bank, Inc. (the “Bank”) from your office dated August 30, 2024. The complaint case number is ******** and the complainant claims that there is an inquiry from the Bank on his credit report that he did not authorize. He would like the inquiry removed from his credit report.
  The Bank investigated the complainant’s claim and located a business loan application submitted on February 13, 2024. The application was in the complainant’s name as well as a business that the ******** State website reflects was registered on August 10, 2017 and reflects that the complainant is the resident agent for the business, and has been since it was created. As part of the application, a copy of the complainant’s driver’s license was submitted reflecting the same identifying information and contact information included as part of this complaint.
  Based on the information above, the Bank believes that the inquiry is correct. If the complainant is claiming that he did not make this business loan application, he will need to specifically state such in a response to the Bank. In that response, he will also need to provide a copy of his ID and the relevant documentation he indicates was included as part of his Identity Theft Report, but was not provided as part of the report included with this complaint.
  The Bank appreciates you bringing these 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

  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.

  EVERYTIME I GO TO DEPOSIT MONEY INTO THE ATM AT ********** **. IN ***** ********* THE ATM IS ALWAYS OUT OF ORDER!! EVERYTIME! GET YOURSELF TOGETHER WESBANCO BC IM ABOUT DONE WITH THIS BANK. PERIOD!

  Business Response

  Date: 09/26/2024

  Please consider this letter to be in response to a complaint received by WesBanco Bank, Inc. (the “Bank”) from your office dated August 29, 2024. The complaint case number is ******** and the complainant states that each time she attempts to make a deposit at a specific ATM, it is out of service. While the complainant did not provide indication of the timeframe in which she experienced her concern, the Bank reviewed her card activity and noted that on August 22, 2024, she was able to successfully make a deposit and on the next day she was able to successfully make a withdrawal. The Bank also noted that for the specific ATM identified, there was a software issue that resulted in the ATM being unavailable from August 7, 2024 through August 14, 2024. While the Bank attempted to resolve the issue as quickly as possible, the software update intended to correct the issue did not work as expected.
  Regrettably, as with all electronic devices, technical issues do arise from time to time. In the future, the complainant can report any concerns directly to the Banking Center in which the ATM is located to ensure they receive timely notice of any concerns. The staff will ensure it receives the attention necessary to get the issue corrected in a timely fashion. Additionally, the Bank offers a Locations locator on its website and mobile app. If she experiences future issues with the ATM, there is another deposit taking ATM located within an eight minute drive from the location and a surcharge-free ATM located across the street from it at **********
  The Bank appreciates you bringing these 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

  Date:07/15/2024

  Type:Service or Repair 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.

  Wesbanco has mishandled the death benefit payout from my late fathers deferred compensation plan from the beginning. I spoke to Rebecca M****** and Emily D***** about beneficiaries being listed for this plan. I was told that there was no beneficiaries listed for this plan. I then asked Rebecca to check with a company called ******* who handled this plan for Wesbanco and was told no that if they were listed then Wesbanco would have them on file. Well after some digging we found emails between my father and ******* designating beneficiaries who are my sister, brother, and myself. They now have stated that they will not pay out the whole amount in full be instead pay it out over 3 years in installments. It is absolutely ridiculous to expect a family who just had their father pass away to either keep an estate open for 3 years or drag this process out and incur tax implications for 3 years while they keep the money invested and make themselves money. This is a disgusting practice by Wesbanco. One of their provisions in there policy outlining the payout for the deferred compensation plan is that the first payment be paid out within 60 days of passing. Well my father passed away 04/06/2024 so we are no over 90 days with no payment made. It seems Wesbanco is picking and choosing which provisions they want to follow to suit their needs. This practice need to be stopped and have some respect for a grieving family instead of holding money that is not theirs hostage to make a bigger profit.

  Business Response

  Date: 08/15/2024

  Please consider this letter to be in response to a complaint received from your office dated July 15, 2024. The complaint case number is ******** and the complainant states they have some concerns regarding their father’s pension death benefit.
  On July 26, 2024, the Bank received an identical complaint from the complainant filed through the West Virginia Division of Financial Institutions (“WVDFI”). While the Bank has not yet responded to the WVDFI, it is investigating his concerns and will provide the WVDFI a detailed response addressing all the concerns within their allotted response timeframe.
  The Bank appreciates you bringing these 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

  Date:06/25/2024

  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.

  Mobile deposited a check on Friday (6/21) and it showed cleared by Saturday (6/22). We processed payments for bills, credit cards, and made some purchases. Today (6/24) I attempted to make a purchase and it was denied stating insufficient funds. Husband went down to the bank to see what the issue was, as there were no new/unrecognized charges. He was told by the bank that the person who is responsible for dealing with the mobile deposits only put a 2 day hold on the check, instead of a 5 day hold, so they uncleared it until Tuesday (6/25) or Wednesday (6/26). When he asked if he would have to pay overdraft fees (because it threw our account into the negative) they told him "probably" and basically said it was his fault.

  Business Response

  Date: 07/21/2024

  Please consider this letter to be in response to a complaint received from your office dated June
  24, 2024. The complaint case number is ******** and the complainant claims that WesBanco
  Bank, Inc. (the “Bank”) placed a hold on her mobile deposit. She would like a refund of any fees
  they may incur due to the hold.
  

  The Bank discloses in the notice right before entering a mobile deposit, as well as within the
  Deposit Approved email sent for every mobile deposit that has been approved and not rejected,
  that “If your account is less than 30 days old or if the deposit exceeds your available balance, we
  may delay the availability of the funds.” The complainant’s mobile deposit was almost six times
  larger than her current balance and, as such, the Bank placed a hold on the check. Due to an
  oversight, the Bank did allow the complainant access to the funds from her deposit over the
  weekend when they should not have been provided such access. This does not impact the Bank’s
  ability to place a hold on the remaining funds from the deposit.
  

  In reviewing the complainant’s account transaction from the time she conducted the mobile
  deposit until the time the hold was released, there were no debit transactions conducted by the
  complainant that resulted in an account fee or service charge.
  

  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

  Date:06/24/2024

  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 ATM deposited my paycheck on 6/19/2024 at approximately 2:42pm. I knew that this was a holiday and that the check would not be processed until the next day. So I patiently waited until Friday morning hoping my funds would be available as it had had the prior day to process. The funds were not available. So I called two times this morning 6/21/2024 asking when my funds would be available. Both ladies on the phone told me they would be available to me at 8:00pm tonight. I confirmed two times with two different representatives for a reason. I went to the store around 8pm and when my funds didn't hit my account by 8:30 I called once again only to be told my a third lady "I don't know why they told you that, we cannot tell you what time the funds will become available" So I sit there rapid fire checking my account until 8:45pm when I give up and finally decide that I will not be getting my groceries or essentials and my sister took me home. I called again once I arrived home to be told not only could they not tell me when the funds would be available to me but that the funds could take 2 to 3 business to be available and I may not have access to my money until Monday 6/24/2024. I have no food, half a roll of toilet paper, I have a family birthday tomorrow and no gift, I have bills I need to pay and people I owe money to. I don't understand how a mobile check deposit goes in next morning no matter what but if I take the physical check to the bank, it somehow takes way longer and no one can tell me the same answer. I expect a response from Wesbanco regarding the terrible untrained customer service representatives they have who clearly do not know their job well enough. 4 phone calls, 4 different representatives of Wesbanco and 3 different answers. I have been a loyal Wesbanco account holder since I was 18 years old and I am 23. I expect better.

  Business Response

  Date: 07/21/2024

  Please consider this letter to be in response to a complaint received from your office dated June
  21, 2024. The complaint case number is ******** and the complainant claims that WesBanco
  Bank, Inc. (the “Bank”) did not make funds from a check deposited at an ATM available within
  the timeframe they expected.
  

  As reflected in the complaint, the complainant conducted an ATM deposit on June 19th, a federal
  holiday and a day the Bank was closed. As stated in the Bank’s Funds Availability Policy
  Disclosure provided at account opening and available for review on its website, a business day is
  any day other than Saturday, Sunday, or federally declared legal holidays. It also provides that, if
  a deposit is made on a day that the Bank is not open, the Bank will consider the deposit made on
  the next business day it is open. Finally, the disclosure providesthat it is the Bank’s general policy
  to delay the availability of funds deposited at an ATM until the second business day after the day
  the deposit is received.
  

  As the complainant made her deposit on June 19th, a federal holiday, the deposit was not
  considered made until June 20th, a Thursday. As reflected in the disclosure, the funds were not
  made available until the second business day after the day of the deposit, which was Monday June
  24th due to the weekend. While the complainant did not have the funds available as soon as she
  expected, the deposit was made available within the time disclosed in the policy.
  

  The Bank appreciates you bringing her 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 Answer

  Date: 07/25/2024

  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.
  
  
  The main issue isn't that the funds were not available when I expected them to be. While that part is very frustrating as I was not aware that Wesbanco doesn't consider Saturday a business day even though they are open on Saturdays, that was my mistake for misunderstanding the Funds Availability Policy. My main concern is the simple fact that I spoke with multiple customer service representatives of Wesbanco and was told multiple different answers to the same question. These customer service agents need to be properly trained in the policies and procedures of Wesbanco before they answer questions for customers. This is an employee training issue, not a policy issue. 
  
  
  
  Regards,
  
  
  ******* ********