ComplaintsforMVB Bank Inc

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I receive my tax refund check that ****** ***** sent me a check from MVB Bank that is un cashable. They are giving me the run around about it

  Business response

  03/14/2024

  Our records show you were able to negotiate the check on March 6, 2024 

  Business response

  03/14/2024

  Our records show you were able to negotiate the check on March 6, 2024 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is Amanda Randall. I am a ****** ***** client on behalf of MVB Bank whose account was closed 1 day after receiving the advertised Refund Advance. I was told by employees there was no specific reason as to why my account closed but that is not half of the issue. I was told I would receive a check for the balance in my account ($451) at the time of closure to my address on file, which was incorrect, after I updated it within the App, which shows my current address in App. I submitted a ticket on 01/29/2024, uploaded the necessary documents into the portal, to have my address updated on the back end, and it has yet to be updated. In the meantime, a check with the advance refund balance ($451) was sent to the incorrect address and returned to the bank due to the error. I submitted additional tickets (Case Number#********) a total of 6 times to attempts to rectify the “address update” issue, with still no movement or resolve. I have since received my federal tax refund ($9401), to this closed account on 02/22/2024, in which MVB bank is holding my funds without releasing either by check (to correct address) or returning to the Internal Revenue Service. I also submitted a ticket for this issue with MVB bank’s customer service, who simply forwarded the request back to ****** ***** without resolve. I am contacting you to DEMAND release of my funds immediately, as it has since caused financial hardship. I have filed a consumer complaint with The ******* ******* and will be hiring an attorney if my funds are not released in a timely manner. 30+ days is more than enough time to update an address and issue a check, but holding my funds without resolve is unacceptable.

  Business response

  03/08/2024

  The customer support team worked diligently with you to confirm your identity and update the address on file. Once the address was updated a check was reissued on March 4, 2024 for the full remaining balance of the account, $8,352.09, to the updated address on file.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Worried this check sent to my son is a scam. Check issues 1/29/2024, check number ******, from MVB Bank Inc., Amount:$421.00, payable to **** ********. *check void after 90 days. Reason on check: Account closure. Cody is not aware of any account with this bank. He is out of the country.

  Business response

  03/01/2024

  We researched your complaint. There is limited information that is allowed to be shared with you since you are not the owner of the account.
  If you believe your son’s identity has been compromised, we encourage him to file a report with the Federal Trade Commission at ***************** and consider enrolling in a credit monitoring service.

  Customer response

  03/06/2024

  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.
  
  Our family will continue to look into this with the business and or file a complaint when my son is back in the country.
  
  Regards,
  
  ****** ********

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The merchant canceled the order and refunded the money, but a week has passed and MVB still hasn’t refunded the money.Now I need to know the progress of the refund and when will I be refunded? My account number is: **** **** **** ****

  Business response

  02/14/2024

  We researched your complaint and reviewed your account history. ***** Inc’s internal monitoring program to prevent fraudulent activity on your card generated an alert for higher than normal return rates. This caused the refund to be withheld while this activity was being researched.
  On February 12, 2024 the investigation was concluded and the refund of $680.00 was initiated to your card. On February 13, 2024 confirmation was received from ***** Inc the refund was completed and should appear on your card.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** ***** / MVB Bank made a duplicate deposit of a payroll check. Customer Service said it was a “glitch with the bank” this happened on 12/9/23 which is the week I was expecting my Christmas bonus to be deposited through direct deposit into my about. On December 11th the deposit was withdrawn leaving me with a negative balance of over $600.00. I was told by a customer service agent that they would contact me via email and that he did not have an ETA when I could expect that. I adored him to close both my accounts and get informed me that the other department would also handle that request. I works like to know how many other customers were affected by this “glitch” and what if any recourse this company should be held accountable for. No, Virginia there isn’t a Santa Clause because MVB Bank had a glitch!

  Business response

  12/21/2023

  We researched your complaint and reviewed your account history.  Due to a system issue an ACH deposit that posted on Thursday, December 7, 2023 also posted a second time on Saturday, December 9, 2023, a non-banking day.   The duplicate deposit was corrected and reversed on Monday, December 11, 2023.  A communication was sent to all accountholders affected by Friday, December 15, 2023.
  
  You contacted support regarding the duplicate deposit thinking it was a bonus payment and by reversing the deposit created a negative balance in your account. 
  
  We apologize for any inconvenience this may have caused. If the duplicated deposit has caused you to incur fees with any biller/financial institution, please let us know so that we can take care of it for you as soon as possible. We can assure you that we are working very hard to prevent this type of issue in the future. Thank you for your understanding, and if you have further questions, please contact our support team at *********************** or *************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 16th I got a email saying my account was locked for my protection , I called and ****** ***** told me there was nothing they can do and advised me to check my email . Upon checking I got a email saying that my account would be closed and I would get a check in the mail , and any incoming direct deposits would be returned no explanation at all , however when I talked to an agent they told me my account wasn’t closed and it was being investigated. My work check went into the account still .I was pissed because I have a email saying it would be closed so why is ****** ***** investigating anything still . I’m about to be homeless because of this I literally have no money because my savings and checking account is locked. Nobody is responding nor explaining why my account is frozen in the first place and why can’t the account just be closed .

  Business response

  11/16/2023

  We researched your complaint and reviewed your account history. Your ****** ***** Money Spend and Save accounts were locked on October 13, 2023 as a safety measure to protect your account. You contacted support and were informed by a support agent that the account is under review and further communication will be provided. Information is not provided during the review to protect you and the integrity of the account.
  

  On October 20, 2023 you requested a check and on October 23, 2023 check number ****** was issued withdrawing all funds in your accounts. The check was negotiated by you on November 11, 2023 at ******* Bank.
  

  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.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  MVB Bank which is a third party bank which partnered up with ****** *****.. Ive open up a savings and spending account through credit which offered great perks.. 3 days later my account was "frozen" with no explanation, Ive reached out the ****** ***** And MVB bank no one has able to provide me with any details regarding why the account was locked and how long the process takes.

  Business response

  11/08/2023

  An internal investigation was performed on your complaint.  During our normal account monitoring process there appeared to be some high-risk transactions occurring in your account.  On October 30, 2023, your account was locked as a safety measure to protect your account.

  You contacted support and were informed by a support agent that the account is under review and further communication will be provided.  Information is not provided during the review to protect you and the integrity of the account.

  The security of your account is very important.  In our Account Terms and Disclosures Section Closing and Restricting Your Account. We have the right to close or restrict your account or your account transactions at any time without notice and without your consent for any reason unless prohibited by applicable law; (d) If you are conducting or we suspect that you or a third party are conducting illegal or fraudulent activity.
  

  Business response

  11/21/2023

  The account is in the process of being closed and MVB Bank has been instructed by the *** to return the remaining balance of the *** refund received on October 27, 2023. Any questions should be directed to the *** at (**** ******** referencing Lead #****** **.

  Customer response

  11/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  08/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  MVB Bank just sent me an email that they are closing my accounts. No reason for the closing, just closing my accounts. My accounts have always been in good standing. I have previously contacted the bank on fraudulent charges to my account. The bank would credit those charges but a few days later would charge them again. I would inquire as to why and they would say they were **lid charges in though they were from States outside of where I live or travel. I asked for the documentation that they mention in the email that states I am e titled to that shows the basis for the determination of the said charge. Every time I spoke with customer service they would say I'm sorry we don't have it! Now my Veterans Disability check is being deposited into MVB Bank and according to their email they will be returning it. I called the ** pay department they cannot do anything until it is sent back to them. Most return or transfer actions with MVB Bank take 7 to 10 business days to transact. So what am I as a disabled Veteran supposed to live on? Do I get compensation as far as I interest and inconvenience? Is the FDIC going to do anything with this Bank as far as not investigating Fradulent charges, not returning customers money from said fraudulent charges and the unable or unwilling to provide the documents that the bank supposedly based their decisions on! Absolutely the worst "Customer Service" I have ever received from anywhere ever!

  Business response

  08/31/2023

  Banks response was mailed to Mr. ***** on 8/31/2023.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Credit Karmas Intuit Money Card at MVB Bank inc. On July 11th both my accounts savings and checking were frozen. I get direct deposit from my employer. I did report suspicious activity after I received confirmation codes I did not request. The amount of $1,257.94 has been frozen for the past 11 days. I need to pay rent... I did all the necessary verifications to prove I am in fact the owner of the account. I have yet to hear from the proper department in charge of this matter. When I continue calling and sending emails back and forth they always have the same answer... The department handling this matter will send an email but still has not. They don't even give an estimate of how long it may possibly take to finish the investigation.

  Business response

  08/02/2023

  Mailed bank's response to Ms. **** on 8/2/2023.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An unknown individual set up a fraudulent account and scammed my employer on 6/20/23 into transmitting my paycheck ($3,284.57) to the account on 6/23/2023 by forging an employee direct deposit authorization form with my first and last name and an electronic signature of my name as well as the routing number, account number and name of the Bank (MVB Bank). My representative and I contacted MVB Bank on 7/7/23 to report this account as fraud. We initially spoke to Joanna at MVB who informed us based on the routing/account number, that this was for a ****** ***** based debit account and MVB had no access or ability to look up the account. We were instructed to contact ****** *****, which we did, and spoke to Amy. Amy informed us that there was no banking account under my name, last four of SSN, or with the full routing/account number that we provided to her. She stated that she was going to escalate the matter to ****** *****’s fraud department, which based on an email I received, she has done (Case #********). She then instructed us to call MVB Bank as they would need to be informed about this fraud, which again, we did. This time we spoke to Katherine who issued the same advice we initially received from Joanna- to call ****** ***** and report this. We explained that we had already done so and that ****** ***** instructed us to let MVB Bank know of this matter. We had Katherine check for the account in their system with the full account number, which did not generate anything. Katherine said she would escalating the matter to the ******* department, which would reach out to ****** ***** to further investigate. Both Amy and Katherine told us that ****** ***** would reach out within three business days to further discuss the findings with me. They were supplied with my phone number to reach out to me once the appropriate person is assigned to the matter. As of today, 7/22/23, I have not received a response from MVB Bank or ****** ***** regarding the fraudulent account.

  Business response

  08/02/2023

  Mailed bank's response to Mr. **** on 8/2/2023.

*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. ↩