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Business Profile

Savings and Loan Associations

WesBanco Bank, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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WesBanco Bank, Inc. has 12 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/14/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Unable to access 2 deposit accounts.

      Customer Answer

      Date: 12/15/2023

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

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

      Business Response

      Date: 03/01/2024

      February 22, 2024


      *** ***** ********
      Better Business Bureau – Cincinnati
      1 E. 4th, Suite 600
      Cincinnati, OH 45202


      Dear *** ********:

      Please consider this letter to be in response to a complaint received from your office dated
      February 14, 2024. The complaint case number is ******** and the complainant claims
      that he is unable to access two deposit accounts at WesBanco Bank, Inc. (the “Bank”).
      He has requested that the BBB contact the business on his behalf.

      It is the Bank’s understanding that your office attempted to originally contact the Bank
      on December 14, 2023. We apologize as the complainant submitted a similar complaint
      with the BBB – ****** office on the same day and we must have believed they were the
      same complaint.

      As stated above, on December 14, 2023, the Bank received a similar complaint from the
      complainant filed through BBB – ****** office. On December 28, 2023, the Bank
      provided a response that fully addressed the concern he stated in his complaint. The Bank
      received a rejection of its original response on January 23, 2024 as the complainant
      claimed the Bank’s response did not resolve his issue. The Bank responded to his follow-
      up complaint on February, 22, 2024. Both responses are attached. In summary, the Bank
      determined his complaints did not accurately describe his concern which was that he
      wanted to close his accounts. The Bank also determined that its Customer Service Center
      properly directed him to contact his nearest banking center to close his account during
      both his December 14, 2023 call and his January 25, 2024 call.

      The Bank appreciates you bringing your concerns to our attention and for providing us
      with an opportunity to investigate the matter. Should you have any further questions
      concerning this matter, please do not hesitate to contact the undersigned at your
      convenience.

      Sincerely,




      Aaron R*******
      EVP and Chief Compliance Officer

      WesBanco Bank, Inc.
      1 Bank Plaza
      Wheeling, WV 26003-3565
      ###-###-####

      December 28, 2023


      *** ***** *******
      Better Business Bureau – ******
      **** ********* **** **
      ******* ** *****


      Dear *** *******:

      Please consider this letter to be in response to a complaint received from your office dated
      December 14, 2023. The complaint case number is ******** and the complainant claims that he
      is unable to access two deposit accounts at WesBanco Bank, Inc. (the “Bank”). He has requested
      that the BBB contact the business on his behalf.

      Despite the limited information, the Bank investigated and believes that the complainant has
      attempted to enroll in online banking access and has not been able to complete that process. The
      Bank’s records show that he attempted to set up online banking access on November 23, 2023
      and then again on December 10, 2023. Unfortunately, as both of his accounts are considered
      dormant, it has caused his online banking enrollment process to fail. Each time he attempted to
      complete the online banking enrollment process, he was provided with a telephone number to
      contact the Bank if he had any questions or concerns. In order to assist him, he should reach out
      using that toll-free telephone number, ###-###-####, or his nearest Banking Center so that they
      can verify his identity and update his accounts’ statuses. He should also let them know that he is
      attempting to enroll in Online Banking for his two time deposit accounts so they can assist him
      in completing this enrollment process. The Bank is unable to contact him directly to complete
      this process because it would need to collect personal verification information and a typical sign
      of a scam is to be called and asked to provide verification information.

      The Bank appreciates you bringing your concerns to our attention and for providing us with an
      opportunity to investigate the matter. Should you have any further questions concerning this
      matter, please do not hesitate to contact the undersigned at your convenience.

      Sincerely,




      Aaron R*******
      EVP and Chief Compliance Officer


      WesBanco Bank, Inc.
      1 Bank Plaza
      Wheeling, WV 26003-3565
      ###-###-####

      February 22, 2024


      *** ***** *******
      Better Business Bureau – ******
      **** ********* **** **
      ******* ** *****


      Dear *** *******:

      Please consider this letter to be in response to a complaint received from your office dated January 23,
      2024. The original complaint case number is ******** and this follow-up complaint is the complainant’s
      rejection of the Bank’s original response. He states that the telephone number the Bank directed him to call
      was unable to resolve his concerns.

      While the original complaint filed by the complainant lacked details, it stated he was unable to access his
      two deposit accounts. The Bank investigated and believed it determined he was attempting to set up online
      banking access therefore the response it supplied provided instructions to get assistance in obtaining access
      to online banking to view his accounts.

      The complainant’s follow-up response that the Bank’s proposed actions would not resolve his complaint
      also did not provide indication that the Bank was incorrect in its assumption that he was strictly trying to
      gain access to online banking to be able to view his accounts.

      After receiving this follow-up response, the Bank reviewed the call logs for his contact with its Customer
      Service Center. When the complainant contacted the Bank on December 14, 2023, while he originally
      indicated he was trying to gain online banking access to view his accounts online, he later clarified that he
      actually wanted to close the accounts. He was properly informed that the Bank does not close out his type
      of accounts over the phone and he was directed to visit his nearest banking center for assistance.

      He then contacted the Bank on January 25, 2024, again requesting assistance in viewing his accounts
      through online banking. During the call though, he changed the conversation to ask how he could either
      reinvest or close his accounts. He was again properly directed to discuss his options with his nearest banking
      center as the Customer Service Center does not have the ability to close his accounts and if he wanted to
      reinvest his accounts, it would require the original accounts be closed since they were not within his
      maturity grace period.

      Based on the Bank’s investigation, its employees acted appropriately. While the Bank was unable to assist
      the complainant in the manner that he wanted, the Bank’s employees acted appropriately and provided him
      with accurate and helpful information.

      The Bank appreciates you bringing your concerns to our attention and for providing us with an opportunity
      to investigate the matter. Should you have any further questions concerning this matter, please do not
      hesitate to contact the undersigned at your convenience.

      Sincerely,




      Aaron R*******
      EVP and Chief Compliance Officer


      WesBanco Bank, Inc.
      1 Bank Plaza
      Wheeling, WV 26003-3565
      ###-###-####

      Customer Answer

      Date: 03/02/2024

      Better Business Bureau:



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

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


      Regards,



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

    WesBanco Bank, Inc. is BBB Accredited.

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