Dear Ms [redacted] :This letter is in response to complaint reference number [redacted] , dated April 27, The complainant claims that she attempted to make a deposit to her checking account at an ESB ATM on April 24th and was unable to do soShe also is upset that the ESB Banking Centers were closed early that same day, so she was unable to receive assistanceShe would like an explanation of why she was not able to utilize these ATMs to make a deposit to her checking account.WesBanco Bank, Inc(the “Bank”) acquired ESB Bank on February 10, After the acquisition, the Bank provided ESB customers with various account notices, in accordance with regulatory timeframes, as well as, posted notices at the ESB banking centers around April 7th providing information related to the restricted hours of operation during the conversion to WesBanco beginning on April 24thThe Bank began the account, banking center and ATM conversion process at 3:PM on April 24th and completed the conversion in time for the Bank to reopen for business hours on April 25th.As the complainant indicated, she had received a notice concerning her ESB debit cardAs she claims, the notice informed her that she would continue to use her ESB debit card until April 27, 2015, at which time she would begin to use her WesBanco Money CardThe notice also informed her that during this transition period she would have limited access to her account and technical issues may arise that could affect the authorization process when using a debit cardWhile we did not experience any technical issues with the ATM conversion, as part of the conversion, a number of older model ESB ATMs were upgraded to new ATMsAs an ATM was replaced, a notice would be placed on it informing customers that deposits at these ATMs were restricted until April 27, 2015.The Bank had made a reasonable attempt to ensure ESB customers would be aware of the early banking center closures and ATM deposit restrictionsIt is unfortunate that the complainant experienced some difficulties during the conversion period.According to the documentation on hand for her mortgage loan, her next scheduled payment was due to be drawn from her checking account on May 5thThis payment was successfully processedAny late fee assessed due to the ATM deposit restriction the weekend of April 24th will be refunded.If I can be of any further assistance in this matter, please let me know.Sincerely, [redacted] SVP & Chief Compliance Officer
Dear Ms. [redacted]:This letter is in response to complaint reference number [redacted], dated April 27, 2015. The complainant claims that she attempted to make a deposit to her checking account at an ESB ATM on April 24th and was unable to do so. She also is upset that the ESB Banking Centers were...
closed early that same day, so she was unable to receive assistance. She would like an explanation of why she was not able to utilize these ATMs to make a deposit to her checking account.WesBanco Bank, Inc. (the “Bank”) acquired ESB Bank on February 10, 2015. After the acquisition, the Bank provided ESB customers with various account notices, in accordance with regulatory timeframes, as well as, posted notices at the ESB banking centers around April 7th providing information related to the restricted hours of operation during the conversion to WesBanco beginning on April 24th. The Bank began the account, banking center and ATM conversion process at 3:00 PM on April 24th and completed the conversion in time for the Bank to reopen for normal business hours on April 25th.As the complainant indicated, she had received a notice concerning her ESB debit card. As she claims, the notice informed her that she would continue to use her ESB debit card until April 27, 2015, at which time she would begin to use her WesBanco Money Card. The notice also informed her that during this transition period she would have limited access to her account and technical issues may arise that could affect the authorization process when using a debit card. While we did not experience any technical issues with the ATM conversion, as part of the conversion, a number of older model ESB ATMs were upgraded to new ATMs. As an ATM was replaced, a notice would be placed on it informing customers that deposits at these ATMs were restricted until April 27, 2015.The Bank had made a reasonable attempt to ensure ESB customers would be aware of the early banking center closures and ATM deposit restrictions. It is unfortunate that the complainant experienced some difficulties during the conversion period.According to the documentation on hand for her mortgage loan, her next scheduled payment was due to be drawn from her checking account on May 5th. This payment was successfully processed. Any late fee assessed due to the ATM deposit restriction the weekend of April 24th will be refunded.If I can be of any further assistance in this matter, please let me know.Sincerely,[redacted] SVP & Chief Compliance Officer
Dear Ms [redacted] :This letter is in response to complaint reference number [redacted] , dated April 27, The complainant claims that she attempted to make a deposit to her checking account at an ESB ATM on April 24th and was unable to do soShe also is upset that the ESB Banking Centers were closed early that same day, so she was unable to receive assistanceShe would like an explanation of why she was not able to utilize these ATMs to make a deposit to her checking account.WesBanco Bank, Inc(the “Bank”) acquired ESB Bank on February 10, After the acquisition, the Bank provided ESB customers with various account notices, in accordance with regulatory timeframes, as well as, posted notices at the ESB banking centers around April 7th providing information related to the restricted hours of operation during the conversion to WesBanco beginning on April 24thThe Bank began the account, banking center and ATM conversion process at 3:PM on April 24th and completed the conversion in time for the Bank to reopen for business hours on April 25th.As the complainant indicated, she had received a notice concerning her ESB debit cardAs she claims, the notice informed her that she would continue to use her ESB debit card until April 27, 2015, at which time she would begin to use her WesBanco Money CardThe notice also informed her that during this transition period she would have limited access to her account and technical issues may arise that could affect the authorization process when using a debit cardWhile we did not experience any technical issues with the ATM conversion, as part of the conversion, a number of older model ESB ATMs were upgraded to new ATMsAs an ATM was replaced, a notice would be placed on it informing customers that deposits at these ATMs were restricted until April 27, 2015.The Bank had made a reasonable attempt to ensure ESB customers would be aware of the early banking center closures and ATM deposit restrictionsIt is unfortunate that the complainant experienced some difficulties during the conversion period.According to the documentation on hand for her mortgage loan, her next scheduled payment was due to be drawn from her checking account on May 5thThis payment was successfully processedAny late fee assessed due to the ATM deposit restriction the weekend of April 24th will be refunded.If I can be of any further assistance in this matter, please let me know.Sincerely, [redacted] SVP & Chief Compliance Officer
Dear Ms. [redacted]:This letter is in response to complaint reference number [redacted], dated April 27, 2015. The complainant claims that she attempted to make a deposit to her checking account at an ESB ATM on April 24th and was unable to do so. She also is upset that the ESB Banking Centers were...
closed early that same day, so she was unable to receive assistance. She would like an explanation of why she was not able to utilize these ATMs to make a deposit to her checking account.WesBanco Bank, Inc. (the “Bank”) acquired ESB Bank on February 10, 2015. After the acquisition, the Bank provided ESB customers with various account notices, in accordance with regulatory timeframes, as well as, posted notices at the ESB banking centers around April 7th providing information related to the restricted hours of operation during the conversion to WesBanco beginning on April 24th. The Bank began the account, banking center and ATM conversion process at 3:00 PM on April 24th and completed the conversion in time for the Bank to reopen for normal business hours on April 25th.As the complainant indicated, she had received a notice concerning her ESB debit card. As she claims, the notice informed her that she would continue to use her ESB debit card until April 27, 2015, at which time she would begin to use her WesBanco Money Card. The notice also informed her that during this transition period she would have limited access to her account and technical issues may arise that could affect the authorization process when using a debit card. While we did not experience any technical issues with the ATM conversion, as part of the conversion, a number of older model ESB ATMs were upgraded to new ATMs. As an ATM was replaced, a notice would be placed on it informing customers that deposits at these ATMs were restricted until April 27, 2015.The Bank had made a reasonable attempt to ensure ESB customers would be aware of the early banking center closures and ATM deposit restrictions. It is unfortunate that the complainant experienced some difficulties during the conversion period.According to the documentation on hand for her mortgage loan, her next scheduled payment was due to be drawn from her checking account on May 5th. This payment was successfully processed. Any late fee assessed due to the ATM deposit restriction the weekend of April 24th will be refunded.If I can be of any further assistance in this matter, please let me know.Sincerely,[redacted] SVP & Chief Compliance Officer