Consumer complaint received 2025-06-02 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: WESBANCO BANK, INC.
State: PA

Complaint narrative:
Wesbanco XXXX XXXX mails a paper check for one of my billers. I have it set up so a check mailed XX/XX/XXXX would be delivered by XX/XX/XXXX for the XX/XX/XXXX due date. This allows plenty of time for mailing and processing. I should never be late with a payment. Unfortunately, I have just been notified by the biller that I am past due. 

The Wesbanco website shows a check was mailed by Wesbanco on XX/XX/year> for my XX/XX/year> due date. I have confirmation number. The money was withdrawn from my account on the day it was sent by Wesbanco, XX/XX/year>. 

XX/XX/year> I received a past due notice from the biller. 

XX/XX/year> I called Wesbanco and I was told the check must be lost in the mail and was given the option to cancel the check for a {$35.00} fee. I chose not to cancel the check yet. 

XX/XX/year> I then went to my local Wesbanco branch and spoke with manager. He verified the funds were withdrawn and said the biller cashed the checks and the biller is at fault. He could not provide copies of the check Wesbanco mailed. 

XX/XX/year> XXXX, I called the biller. They never received the check mailed on XX/XX/year> but they did receive a check from Wesbanco dated XX/XX/year>. The biller was able to give me a copy of this check. This check did not look like previous checks sent from my Wesbanco account. This check had a 10 digit check number and a very long account number that was not mine. The XX/XX/year> check is still missing. 

XX/XX/year> Once again, I called Wesbanco. The representative tried to figure out why we couldn't view copies of the checks on their system. Neither the XX/XX/year> nor the XX/XX/year> checks were viewable even though the XX/XX/year> check had already been presented and cashed. The representative then explained that in the beginning of XX/XX/year> Wesbanco changed their bill payment process. Wesbanco now withdraws funds from customer accounts when they mail a check. Previously, the check would be mailed and funds were withdrawn when the check was presented for payment. Wesbanco did not inform customers of this change. The Wesbanco representative started an inquiry to figure out what happened to the missing check A supervisor is supposed to get back to me by Friday, XX/XX/year>. 

XX/XX/year> I called Wesbanco since nobody got back to me. The representative I spoke with explained once again that Wesbanco has a new bill pay system that started in XXXX. Wesbanco withdrew the funds and put my money in a separate Wesbanco holding account. If I want my money back I have to either pay a {$35.00} cancellation fee or wait for 3 months and if the check is not cashed by then I will be refunded. 

XX/XX/year> I received a phone call from " XXXX '' a who said she needed more information about my Wesbanco account. I could barely understand XXXX and asked if she was calling from inside the United States. She said she was not. I had no way to verify this person was actually calling on behalf of Wesbanco. I chose not to give her my personal or account information and ended the call. 

XX/XX/year> I called Wesbanco and explained the phone call I just received asking for information about my account. The Wesbanco representative explained that Wesbanco does contract with a 3rd party for web bill pay. XXXX might have been from the 3rd party or someone subcontracted by the 3rd party, that remains unknown. I explained everything that had happened to the Wesbanco representative, she reviewed my account notes and then she spoke to a supervisor. I was then that told she would refund the {$210.00} withdrawn by Wesbanco for the missing check and would waive the {$35.00} stop pay fee. 

With the exception of XXXX, every Wesbanco representative I spoke with in person or by phone was friendly and professional. The problem seems to be Wesbanco as an organization...... 

There is a breakdown in communication at Wesbanco. I was given conflicting information depending on who I spoke with at Wesbanco. The local branch manager was not even aware of the new bill pay process.

There is also a lack of follow up by supervisors, not one ever returned my calls. 

The customer service system in place makes it impossible for a customer to speak with a single representative for help. Instead, every time a customer calls they speak to a different representative, repeating the issue and hoping the previous representative actually made notes for the next representative. 

Wesbanco did not make customers aware that they were implementing a new web bill pay system in XX/XX/year>. Customers had no clue that Wesbanco was withdrawing customer funds and depositing the money in a Wesbanco account to mail checks from. 

Wesbanco contracts out to a 3rd party outside of the United States for web bill pay but neglects to inform customers. Customers deserve to know that their information is secure. We should not be required to divulge personal information to a caller that we can not understand and have no way of verifying they are working for Wesbanco. 

Wesbanco has failed to provide fair banking practices to customers.

Company response to consumer: Closed with explanation