ComplaintsforMVB Bank Inc

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/13/2021 just after midnight I had funds deposited into my account from my ******** **** ******* ****t. I woke up early that morning so I could go and have my car serviced, as it is my only way of going and without it I cannot continue to provide for my family. When I went to pay for the services my card was declined. How could this be? I knew I had the money. I had no notification from ****** *****, who is backed by *** ****. There was nothing telling me that my account, which has been open for almost a year, had been frozen. So I called and was informed my account was frozen. No explanation, nothing. Then I was informed just as another lady who filed a complaint that I needed to send in identity verification, okay no problem. I was told it would be resolved in two hours. Nothing, I have been round and round with these people, and all I'm told is their "team of specialists" are handling it. I need this money. They give no time frame, nothing.

  Business response

  09/27/2021

  Date Sent: 9/27/2021 3:43:29 PM
  MVB Bank, Inc. received your complaint filed with the Better Business Bureau (BBB) on September 17,
  2021, stating that your funds have been locked and debit card does not work. You also explain that you
  have had difficulty communicating with our Member Support.
  We performed an internal investigation of your complaint. You opened your ****** ***** Money Spend
  account on May 5, 2021. As defined in the Terms and Disclosures, the Spend account is for personal use
  and not intended for business use purposes. Thus, on September 13, 2021, when you received a large
  deposit from the ***** ******** **************, which is abnormal account activity, our system flagged
  your account for possible fraud. Your account was locked and placed into a review by our team to ensure
  the security of your account. Then, Member Support requested copies of valid identification documents
  to verify your identity. Once you provided the requested documents, your account was unlocked on
  September 17, 2021, and you were able to use your debit card. We are sorry for any frustration caused
  by our review process, and our Member Support is working toward answering customer concerns more
  efficiently.
  We thank you for your patience as we reviewed your account. The security of your identity and accounts
  are our top priority. Our support teams work diligently to research each inquiry and provide a response
  as quickly as possible. 

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Money has been frozen for 2 and a half MONTHS!! IM HONELESS NOW! I cannot get answer from ****** ***** ** *** Bank. There has been no fraud. Debit card does not work, transferring to my verified external bank account does not work. My funds are totally frozen. MVB will not help at all even though their name in on the card. Calls to MVB bank customer service get rerouted right back to ****** ***** who says a "special department" is handling my account. ** will not provide a phone number or email to this "special department". I havent been given a single update,. I sent a picture of the front and back of my license and copy of a bank statement all through email as a desperate attempt to access my funds. I dont want sorries, I just want access to my money.

  Business response

  09/10/2021

  MVB has received your complaint filed with the Better Business Bureau (BBB) on August 31, 2021, stating that your funds have been frozen, debit card does not work and you were unable to transfer funds to your external bank account.  You also state that you have had difficulty communicating with our Member Support. 
  
  First, we are sorry for any frustration caused by our correspondence, and our Member Support is working towards answering customers’ concerns more efficiently.
  
  Second, we performed an internal investigation of your complaint and the status of your account.  As of August 31, your ****** ***** Money accounts and debit card were accessible for use.  You were successfully able to make two card purchases and transfer funds between your ****** ***** Money Save and Spend accounts. You were also able to transfer your funds held in ****** ***** Money accounts to your external bank account. 
  
  Third, you had previously submitted a closure request, but when our Member Support reached out to discuss this complaint and the unlocked status of your account, you cancelled that closure request. At this time, your accounts are open and active.
  
  We thank you for your patience as we reviewed your account. The security of your identity and accounts are our top priority.  Our support teams work diligently to research each inquiry and provide a response as quickly as possible.  We would be happy to respond to any additional requests or questions you may have concerning this matter.    
  
  
  

*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. ↩