ComplaintsforWebster Financial Corporation

Bank

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Initial Complaint
10/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A few weeks ago, my debit card information was compromised via fraudulent charges and Webster Bank cancelled my debit card. They did not notify me via phone, email, or physical mail, and I only learned that my card had been cancelled when I tried to complete a transaction and it was declined. (This is the 3rd time my debit card has been cancelled without my knowledge since I started banking with Webster in 2018) At this point I called Webster, went through the charges with a representative, and confirmed which ones were fraudulent. I asked why I was not notified about my card being cancelled (for the third time since I have had a Webster checking account) and I received no answer. I was then told I would receive a new card in 7-10 business days, and when I explained that I am completely without access to money, the only solution that was offered was for me to pay them an extra $60 to expedite my card in about 3 business days (this was a friday, so this would barely have been helpful). I chose to open a new checking account with capital one and transferred the majority of my funds over to that new account. By the time my transfer had been processed, my account had insufficient funds to complete the transfer. I incurred 3 separate overdraft fees of $35 each (one of the transactions was a $2.12 auto draw for a payment processor with whom I had already updated my new checking account info) while I had no access to my checking account funds due to Webster’s negligence, and upon noticing this I called Webster to explain the situation and was told there was nothing they could do other than waiving a single overdraft fee as a “courtesy.” I still have not received an answer as to why I was not notified about my debit card being cancelled 3 separate times, and why overdraft fees incurred while I had no access to my checking account were my responsibility. Worst and most unhelpful customer service I have ever dealt with.
Business response
11/01/2024
November 1, 2024
A written response dated November 1, 2024, addressing *** ********s concerns has been sent via US Postal mail to the address provided.
Initial Complaint
10/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
At 3:20 PM, August 12, 2024, deposited $67 @drive-up ATM Webster bank *******. The screen noted a processing problem, got a receipt stating: 'We encountered a problem returning your cash. Please contact your financial institution.' I notified the bank there who said they can't help me, said to call the 800 number. Called 800 #. they said they would 'look into it.' I made a return call on 8/13 at 1:40 PM and was transferred to the 'Fraud Dept'. Dineene set up a case number (********) to investigate. On 8/15 a 'Provisional Credit' was applied to my account. On 9/15 the credit was removed. 9/16 called C/S: 'We'll contact you in 2 days.' (never did). On 9/23 @ 12:52 PM called C/S, after 40 min. investigating Danette said: 'We can't help you', transferred to 'Debit Card Services.' Ira @ DCS tried, then transferred me to Mae who said: 'Sorry, can't help you.' Transferred me to Leveida who said: 'Financial Services' will help you.' Another 40 min. on hold, then returned and stated: 'We can't help you.' then automatically transferred me back to Debit Card Services. At 2:46 PM I was disconnected! Called C/S back 3:10 PM, Taisha said: 'We'll set up a conference with 'Card Holder Services.' On hold till 3:30, then the call was terminated. I called back 3:37 demanding a supervisor, Daniel Said, 'We'll do a 'Service Request Form' (case #********), You'll be contacted within 2-3 business days.' Called 9/30, 1:39 PM, Mike said, 'Re-initiate a dispute for 'Regulation E' then a transfer 'Fraud Service', Jay there said, 'Can't help, go to your local institution'. then @2:20 PM an operator transferred me back to 'Card Services' (Supervisor Jane). The connection was bad and the call terminated. Oct 10 called C/S, Elena said, 'Looks like a runaround', went to 'Central Deposit Processing', Ewana said, 'All set. By Mon - Weds will receive verification.' Oct 16 call to branch Mgr, Mike said, 'Webster did due diligence, assumed nothing wrong happened, so no possible cash back for you!'
Business response
10/28/2024
A written response addressing the client's concerns was mailed to him on 10/28/2024.
Customer response
11/01/2024

Complaint: 22450325

I am rejecting this response because:

Concerning the letter I received from Webster about a 'goodwill gesture' deposit of $67 to my account... apparently Webster doesn't want to accept the responsibility of an ATM failure. Implying that my credibility in this case could be questioned is hurtful and demeaning. I can see only two possibilities in this case, the first being what I just mentioned above, and the second being the competency or honesty of the party who did the count totals on that ATM. There is no question, no doubt whatsoever that the machine took my $67. And although I now consider this case closed, the time lost and the mental suffering Webster put me through for those two months will never go away.

Sincerely,

*** **********
Initial Complaint
10/09/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A mistake payment was sent electronically to the through Webster online bill payment to a closed retail credit card of ***** ***** bank. ***** ***** claims that it was a closed credit card account and that they sent back the payment to Webster Bank. So far we haven’t been credited back the money to our checking account this has been going on since the end of August 2024. With no real help from Webster Bank. We have gone to the Webster Bank branch in ************* with no resolve in this situation.
Business response
10/23/2024
Mr. **********, has been contacted directly and we continue to work with him to resolve this matter.
Initial Complaint
10/02/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Roughly 1 year ago, Webster overhauled their Digital Banking Services. Prior to this overhaul, I had established AutoPay/ Auto ACH from my checking account to pay my mortgage on time each month. . About 1 month ago, I received a letter from Webster indicating my homeowners taxes were increasing - this happens every year. I logged into my account online and had to establish AutoPay as my previous payment plan was not available - they payments only listed as "posted" or "complete". This month, my mortgage is pulled twice from my checking account - both for the newly correct amount. I called Webster to correct the issue and explain all the information above. One payment had posted, the other was pending from my checking account. Both the care center agent I spoke with and her supervision indicated this my banks doing and it was on them to correct. I called my bank - they indicated this was incorrect. I called Webster back and spoke with a different care center agent and explained everything again. He immediately say what I was referring to - identified the problem and indicated the problem was on Websters side. Care center agents and their supervisors need better training - this was completely avoidable and now I have $double digits in my checking account.
Business response
10/07/2024
October 7, 2024
To whom it may concern: We have been in contact with Ms. ******* and have addressed her concerns and resolved her issue.
Thank you.
Initial Complaint
09/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My mother and I have been customers of Webster Bank for decades. I have been transferring money from her account to her bank in ****** for the last 10 years without issue. Suddenly, in December, when I transferred money, the bank's updated wiring system converted the US dollars to ****** currency, and then converted again to US currency, resulting in a loss of $211.15. The wire transfer dated Dec. 4 for $5,000 USD was transferred to the ****** bank account for only $4,788.85 USD. I have repeatedly sought a refund for the $211.15 that was erroneously lost in the transfer. I have met with the manager several times, with no resolution. I am upset with the lack of communication regarding my concerns, and the lack of resolution for this error.
Business response
10/02/2024
A written response dated October 2, 2024 was mailed to Mr. *** addressing his concerns.
Initial Complaint
09/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called about an incident that I was having with an overdraft fee. I put cash money into the A webster a.t.m. More than the actual overdraft fee. Which should've brought my account up to nineteen hundred and some change. About two hours after depositing the money. A webster bank employee from the Webster big fraud department had frozen my account. When I realized this, I immediately called customer service. Would they then put me on? Hold and transferred me over to a wicked customer fraud. Department employee. She was absolutely horrible. She had absolutely no intention on helping me.She spoke to me as a thief. Belittled my feelings As I explained to her, the money that was being deposited was not only for bills but for schoolAs I explained to her, the money that was being deposited was not only for bills but for My son's school clothes. He was starting school the next day and needed clothes and supplies. She then told me that that was not her problem that nothing I was saying to her was making any sense. She then told me her herself froze my account. This was about three o'clock in the afternoon. Where webster bank branches close at four p m. To make matters even worse I had to wait till the next day to go into a branch to get my money back. Were they then close my account immediately with no explanation? No attempt to figure out what was going on. This was my bank, That I entrusted my money with Who looked at me as a thief treated me like dirt. I have never received any call back about my complaint.Directed to webster. And I really want a result on this. I am a human being. I worked through a pandemic with no stopping. I put my life on the line every day as a nurse. I work twenty hour days, sometimes Sixty hour weeks. And to be treated so horribly By a customer service, representative with absolutely no compassion or empathy. I would really like to get a result on this complaint.As soon as possible.
Business response
09/18/2024
A written response dated September 18, 2024, was sent to *** ****** addressing her concerns.
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 8/15/2024 a ***** transaction was done for $995.00 after attempting to send $995 it says failed transaction. I called ************ spoke to Ray and he said funds cannot be released until 15 days, the problem is I spoke to several workers in the Bank who gave different information. Sonia told me the most it will take to refund my money was 5 business days. Today is 5 business days and money was not credited to my account and today I spoke to Ray who now says it’s 15 days. In the mean time I’m at lost of $995 dollars and neither ***** or Webster Bank can give me a definite day as to when my funds of $995 will return. Please Help.
Business response
09/06/2024
A written response dated September 6, 2024 was mailed to *** **** addressing her concerns.
Initial Complaint
08/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I got a text from my bank fraud dept. asking if I made a charge in ********** at a restaurant, before I answered I went to my online banking and seen there were 2 different charges, 1 for $40+ in ********** and 1 for $125.00 in ***** I called the fraud dept asap and spent over 90 minutes with them explaining I live in Massachusetts and have never been to ***** or ********** that these charges are fraudulent, 10 days passed and the charges are still there, I called them back and after another 40 minutes on the phone they said they never recieved my phone call, I have phone records with time proving I did call, they won't refund my money or reissue a card
Business response
08/02/2024
Mr. ****** was contacted directly, and a written response dated August 2, 2024 was mailed to him addressing his concerns.
Customer response
08/11/2024
They have not permanently refunded my money, they "Temporarily " refunded it until their investigation is over, when it is a permanent refund then it will be resolved for me, but at the moment it is not resolved
Initial Complaint
07/29/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Webster, subsidiary *** **** has been charging me a phantom charge called "fee distribution" $2.50 monthly which isn't listed anywhere on fee schedule for last 8 months. Called and rep couldn't explain fee. Only refunding me 2 months' worth, this is blatant fees without explanation. I will be leaving this business asap for ********. I fighting for the principle of the matter
Business response
07/31/2024
On July 30, 2024, Mr. **** was contacted directly and a written response dated July 31, 2024, was mailed to him addressing his concerns.
Initial Complaint
07/16/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 9th, 2022 - I entered the ******* ** Webster Bank Branch and opened up a business account and personal account with Branch Manager Heidi P*****. I had past accounts from 2019 and 2021 that were charged off and needed to be paid before opening accounts. I settled these accounts prior to opening the two new accounts. Fast forward to 2024 - I had to freeze my accounts and because too much time lapsed, I have to reopen new accounts. When I tried to reopen accounts - these charged off accounts from 2019 and 2021 are still showing up as not settled and outstanding. I spoke to a customer care representative regarding this. They recommended I reach out to Heidi, which I did on 7/1/24 via email and I have not received any response as of today, 7/12/24. The rep was also emailing her. I currently am not able to open any accounts until this is cleared up........
Business response
07/26/2024
July 26, 2024

RE: Letter to the Better Business Bureau, Case # ********, Ms. ******* *****

To Whom It May Concern:

At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated July 26, 2024 has been mailed to the address on file addressing the concerns outlined in Ms. *****’s complaint.

Sincerely,

Judy B****, VP, Manager Client Relations
Office of the President, Webster Bank, N.A.

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