Consumer complaint received 2019-12-16
Company: UNITED BANKSHARES, INC.
State: WV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Dear Consumer Financial Protection Bureau, On or around XX/XX/2019, I received a phone message to call Mrs. XXXX  from the Fraud Department of United Bank informing me that due to the suspicious activity on my account that my card and other information was cancelled or put on hold.  I called XXXX  back she explained that someone from XXXX  had accessed my account.I had no idea at the time who that could have been.  I had no access to my accounts for 2 weeks, except going to the branch where a representative would pull up my account. I went into the branch and opened a new account on XX/XX/2019.  I have a small business, inoperable for now due to the merchant inability comply with the creation of my apps and website.  I made a transaction in the amount of $XXXX   to XXXX  on XX/XX/2019 with the merchant XXXX  to perform changes to my website (Booking page and calculation slider with image changes, ios and android apps).  Once the payment went through the receipt showed a XXXX   address, therefore it was not until after the purchase when I realized this company was in XXXX.  Once I realized this business was in XXXX, I immediately called XXXX  and requested a cancellation/refund of the transaction, which was on XX/XX/2019.  She cancelled my United Bank Debt Card immediately.  I informed XXXX  that my account could be compromised again due to the merchant's suspicious activity related to the XX/XX/2019 event, which led to my account being disputed in the first place, "ding,ding, ding they are both from XXXX  (the recent transaction and the individual who logged into my account without my permission)."   I do not believe this merchant has access to my United Banking account because I do not have online banking and did not update my banking information with XXXX, which is the payment gateway the merchant utilized to withdraw funds from my account.  XXXX  suggestion was to wait and see what happens and I did not agree, but I waited. I also informed XXXX  at the United Bank Branch at the XXXX  West Virginia location and she suggests going to another bank because this merchant could have more information about me.  However, like I said prior that this merchant should not know my new United Banking Account information because I do not have online banking nor access, unless I walk into the bank.  The merchant promised to have my website and apps up and running well within 2 weeks, but that did not happen.   On XX/XX/XXXX, the 2 week time period, I was notified by the merchant, the following week my apps and website will be up and running, it did not happen and nor did the fourth week on XX/XX/2019.   I notified XXXX  at the branch of the happening and we submitted a refund request, but XXXX  completed the request.  The merchant then made another promise to create a brand new site with new apps within a 2 week period or he would make no issues with my refund.  This is when I received the denial letter on XX/XX/XXXX that the dispute was denied due to me withdrawing the claim because the merchant promised to resolve the dispute promptly.  Well, it has been well over 2 weeks and he has not resolved the matter and obviously can not be trusted. The merchant has refused to make one simple change on my website, there are no apps and he has fraudulently misguided me, wasted my businesses time, which caused me to lose revenue and margins.  I must also add that on XX/XX/2019 upon further investigation I have found that the merchant placed a link on my website, which allows his organization to collect donations and to advertise on my site.  I was initially sold a Demo  site, which I removed many links.  The only reason I agreed to the merchants second chance to make things right was because he promised that he would update my site and it would be a fresh site of my choosing.  At this point, I do not want any dealings with this merchant and I should have forced XXXX  and XXXX  to administer me a refund immediately, but I thought they knew best when they told me to wait.  Now we see where waiting has only masked the issues and has not resolved any of these matters.  In the end my business suffered.  I was unable to advertise, market, book clients on my business website and apps because I have no apps and the website is garbage.  Please see to it that I receive a full refund.   I really thank you for your time and hope that we can resolve this matter quickly.  If you need transcripts of our conversation, I do have updated records of this.Again thank you and I look forward to hearing from you really soon.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation