ComplaintsforMVB Bank Inc

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****** ***** has not resolved my remaining balance to be sent to my connected external account or mail a check to my address. My direct deposit came 6/7/24 and my money spend account 1 was frozen without informing me why via email. I contacted 6/7/24 was advised multiple responses that were confusing: first the account was frozen for a negative balance which will be unlocked once the balance was paid for $19. My direct deposit covered the negative balance leaving a remainder of over $1380 it is still frozen not allowing me to access my balance. I was told via phone the account is being closed and I would receive a email for the next steps but it is not closed yet so I have to wait for it to close. I was then emailed it would unlocked and to call for help with my account and not to worry. I called again and was told there is nothing they can advise me but a specialized team is working to resolve my account and no manager or supervisor is available and they will just tell me the same thing. No one was able to provide accurate information on when the process of my remaining balance can be sent to my external account or mail a check to my address and why it is froze and “going to be closed but still open” why my remaining balance has not processed to be sent yet or why are there representatives not providing up to date information or notes to inform me; why can’t I directly communicate with the secret specialized team when I am told to call via app for help with my account yet they don’t help or resolve my account to allow me access to my balance. They won’t let me close the account that is supposedly frozen and being closed but still open to at least start the process of sending my remaining balance either and beyond fishy, unprotected unprofessional service with a horrible experience because holding my money without informing why or starting a process to send my remaining balance is not for my protection n freezing my account without resolving rapidly with clarity.

  Business response

  06/14/2024

  Your account was closed on June 11, 2024 and the remaining balance of $1,380.42 was successfully transferred to the external linked bank account at The ******** ****. As stated in your complaint, this represents the remaining balance after the negative balance of ($19.79) was satisfied with your direct deposit from ******** ******* received on June 7, 2024.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Trace number. *************** $4,014.85 ****** ***** (MVB bank) My account was closed on May 25th, due to acct being comprised MVB. Didn’t help to protect these funds ans I ask them to lock account. And it was ignored. Until the same transaction. Identical happened. The very next following day . So anccount was closed due to. Risk factors I was told. They reduced. Some of my funds and was due to send my. Them - so despite clear instructions given on May 20th and 21st to send my remaining balance via check, the funds were transferred to ******** Bank of ***** on May 28th. This transfer was made to an account that does not exist. When I contacted ****** ***** MVB Bank while the transaction was still pending, I was told it could not be reversed. Stoped it had to be ther. Other bank that does that . **** stated MVB needs to. Fill out a form and write a letter of indemnity letter for ******** Bank of ***** to return the funds, but ****** ***** MV Bank have refused to provide this documentation or contact ******** Bank of *****. This situation has left my funds in limbo, and the representatives from ****** ***** has been rude unprofessional. And. Have broken many. Banking. Fore policy’s and. Banking etiquette values not to mention has been unhelpful and dismissive. Even when I explained to them what bills I am up against rent and late fees piling up due to this issue with not only the bank but other ones too I got compromised my best interest At heart My expectations I don’t feel very hard to meet, which is just communicate with the other bank and fill out the indemnity form or letter and help me get my money so I can pay my bills due It’s been. Far over. Due being 10 days + ago

  Business response

  06/14/2024

  A support ticket was submitted on your behalf with ****** ***** to complete a Letter of Indemnity, which will require your signature. A member of the support team will be in contact with you to get this completed.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed my taxes through ****** ***** they issued me a card with my federal and state income tax money. There have been numerous unauthorized and fraudulent charges which I have made them well aware of sent paperwork and called the bank and ****** *****. In their statement they have a guarantee that they will refund all the money that I am disputing during their investigation process. This has not happened however and I have been trying to get my money refunded since February. They have done their investigation and the results of that they said that everything was authorized. I had them reopen the investigation because these charges are absolutely not authorized and are fraudulent. ****** ******* is one of the accounts which I am requesting refunded. ****** ******* is well aware of the issues and attempted to refund all of my money however ****** ***** reissued my credit card in a different account number due to this fraud which caused it to where ****** ******* was unable to refund my money because they did not have the same account number. There is a guarantee on the statement that they will refund all the money in question after 10 business days during their investigation this has not happened however and it needs to. This has put me in financial ruin, I am losing everything I own in storage and I am being evicted because I have been essentially robbed of thousands of dollars by this company.

  Business response

  06/13/2024

  You requested an appeal and the denial of the transactions, which were previously denied, totaling $2,1047.47 was overturned. On June 4, 2024, a notice was sent that your account would be credited; the credit was posted to your account June 5, 2024.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello!!!!!!!!!!!!! I need access to my funds. My account is frozen for no reason!!!!! You can’t hold my money hostage like this. It is wrong. I have a family to feed and bills to pay!!!!! I need access to my funds!!! I need access to my funds. So I can pay bills and rent. I have spoken with many agents and supervisors to no avail! This is unacceptable!!!!!!!! My name is ****** ******** ** **************************** ************

  Additional information:

  ****** ***** mailed me a check for account closure on 05/28/2024. I was informed by usps informed delivery that I was supposed to receive said check on 06/01/2024. I contacted usps they informed me that the check was returned to sender. ****** ***** & MVB bank are not providing information on this to me. They are not re sending another check to my address.

  Business response

  06/14/2024

  The account was officially closed on May 29, 2024, and the balance of the account was sent via check #***** to the ****** **** ** address on file. Please allow 7 to 10 business days to receive the check.
  You recently informed the Better Business Bureau that the US Postal Service informed you the check mailed on May 29, 2024 was returned to sender. On June 7, 2024, a ****** ***** representative contacted you regarding the check to confirm your address and the check was re-issued and expedited via ***, tracking number ******************* The *** Proof of Delivery documentation shows it was delivered on June 11, 2024.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 16th, 2024, I received a notification that my ****** ***** **** account had been frozen. This account was open for a decent period of time and has been receiving automatic distributions to it from my employer. I got on a chat to see why it was frozen and the agent told me they could not tell me via chat but that it was under investigation and that I could also call. I went on with my day but upon further research I began to see horror stories of ****** ***** doing this to others, freezing their account and refusing to justify the reason or release any funds. I decided to call MVB Bank, who is their partner bank and MVB would not release any information to me despite my money sitting frozen in one of their accounts. They referred me to ****** *****. I called ****** ***** on 5/17 to see a resolution. The call agent could not help so I requested a manager. Upon talking to the supervisor they refused to transfer me to the investigation department nor would he give me a timeframe in which I would be notified. Some of the stories I read have been waiting months with no resolution. I explain this and he hangs up on me. I call back and speak with **********" whom cannot provide any name or ID number to identify themselves. They give the same answer as above but this time will not transfer me to a supervisor stating that they are busy, I say that I will wait so she tries again and then proceeds to tell me that they left for the day. I tell her she is lying to which she apologizes and tries again. Refusual again. This cycle continues with 0 information for multiple other calls. They say they will add a note to my file but cannot actually give me proof or provide any ticket numbers or anything. Needless to say I have thousands of dollars now tied up with ****** ***** and MVB bank that they will not release nor give a reason as to why they are holding it. I was saving it for a vacation to ****** in less than 2 weeks and I now cannot pay for it. Totally INSANE.

  Business response

  05/31/2024

  On May 20, 2024, you were notified that your account was unlocked and you were able to access your account and transfer funds to your external linked bank account.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Commencing on or about September 2023, I fell victim to a multilayered scam operation orchestrated by *************" with the design, development, manufacturing, promoting, marketing, distributing, labeling, and/or sale of illegal and outright fraudulent “investment services”, all of which aim at contributing to the goal of robbing and defrauding clients, through a predetermined cycle of the client losses to gains. It should be noted that the *************" , which is a client of MVB, is committing financial crimes right under their nose, which involves, among other things, stealing and laundering large sums of money on a regular basis. Money was transferred from my ****** *****” account in the total amount of 44,000.00 USD utilizing their services. I am asking BBB to help me in reaching MVB bank as they have ignored my previous complaints.

  Business response

  05/01/2024

  MVB investigated the information provided in your current complaint with the BBB.  Upon review, we confirmed that wire transactions were received into a ******* ********, Inc. (d/b/a “Kraken,” hereinafter “Kraken”) held at MVB. Kraken is a digital asset (crypto asset) exchange and a **** ******** direct reporting entity, a registered money services business, and state money transmitter. ******* ************ *** **************** The receiving account at MVB is a settlement account whereby users of the Kraken exchange can send money to initiate the purchase of digital assets. As such, the funds in the settlement account represent funds in transit by various users to their Kraken digital asset accounts.
  
  In this case, we understand that wired funds sent by you were immediately used to purchase digital assets by the recipient user.  Next, the recipient user liquidated those assets and withdrew all the proceeds from the digital assets through Kraken.  In summary, there are currently no funds nor digital assets available in the recipient’s user account for return.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My virtual card with ****** ***** and my online account was compromised on 4/10/2024. This is the same thing that happened to me back in March of 2024. My virtual card was used to make 9 transactions totaling 383.00 going to cash app names that I have NEVER done business with. The names are as follows: ***** ****** ********. I want my money back! ****** ***** is not protecting my account and keeps allowing my virtual card to be accessed and my account to suffer ACCOUNT TAKEOVER. I want my money back. **** *** needs to increase the security on their end and so does ****** ****** This is ridiculous! This is the same exact issue I had last month and now ****** ***** is denying my dispute when they failed to protect me, yet again. I had this same issue last month where they let someone take nearly 5k from me. This is not a good company to do business with! I have filed police reports and reports with the ****

  Business response

  04/19/2024

  Based upon the review final credits totaling $383.00 were deposited to your account on April 16, 2024.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account was compromised and I attempted multiple times to resolve the problem with ****** ***** directly for over a week without resoultion. I was hung up on and the call disconnected when I requested an escalation. Even when speaking with a manager they would advise they are unable to assist and would only message someone else. I was told by ***** another manager they could transfer me to the fraud team if I called back. Then when I called another manager advised there is not a phone number and they would send a message. I received a message requesting I reset my password and when I requested the email address changed because the hacker changed it they advised they could not. Most times they are not reading notes or responding appropriately or they will hang up on you. The recent representative today advised I would only receive and email. There were multiple times the same information was requested multiple times. No one can assist you and they only advise to watch your email. I've received and complied with all request amd have requested the proper updates given the information submitted. This is the worst experience by a bank I have ever experienced. Please assist me to resolve this matter. Thank you,

  Business response

  03/15/2024

  The account number was changed and it was recommended to set a new password.  Dispute ******* for the unauthorized transaction of $496.00 was submitted on February 28, 2024 and provisional credit was provided on March 11, 2024.  Based upon the activity on your account you were able to access your account and made two successful transfers to the external linked bank account

  Customer response

  03/21/2024

  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.
  
  I did not receive the unauthorized transaction fee of $4.98. I filed a concern and again no response from the company. 

  
  
  Regards,
  
  ********* ******

  Business response

  04/05/2024

  We researched your concern and based upon your account history a final credit of $4.96 was deposited in your account on March 21, 2024. 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  3/2/2024 I was called by numbers *************************************** ************* ************* ************* *** ************ and I did not pick up. I then began to receive emails from ****** ***** *my bank) saying that my number was updated to *******-**** which is not my phone number. I called ****** ***** to tell them that it was fraud and updated my email address to a new email. I then tried to reach out to ****** ***** Customer service in which I told them my account was hacked. They told me I had to send an email to their support and helped me with cancelling my card. Upon ordering a card I received a new debit card, changed my email, changed the pin and hours later over $4k was stolen from my account. These transactions went to numerous cash app accounts that I have never done business with, and ****** ***** failed to protect me. The **** *** names are as follows: ********* ******* ****** ******* *****, and a credit of 0.75 from ****** *****, that I did not authorize. Afterwards that same person took 1.00 from my account. The money was transferred from my savings to my checking and sent to all of those names on cash app. ****** ***** is not helping at all!!! Please help me.

  Business response

  03/15/2024

  On March 6, 2024 the Fraud Ops team was able to verify your identity from the documents provided, changed the account numbers and recommended you to change your password.  On March 8, 2024 your accounts were unlocked.  Based upon the account history you were able to successfully transfer funds to your external linked bank account.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****** ***** (MVB Bank) has allowed hackers to take over my account with a fake email address and phone number, allowed them to steal almost $9,000 from my account, and attempt over $12,000 in transactions from my *****t account. I have contacted them and begged them on multiple occasions, probably 30 or more times, with no resolution, no communication, and no effort to return my money or my compounded interest. They continue to allow the hackers to access my account but deny me the ability to access my information. They are not responding and I need help right away. This is something that is inexcusable. They don't have a phone number to call and the fraud unit is entirely unresponsive.

  Business response

  03/14/2024

  On March 6, 2024 our records indicate that you requested the account to be closed.  The balance in the account was remitted via check to the address on file.

*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. ↩