ComplaintsforWebster Financial Corporation

Bank

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
12/14/2023
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 December 8th an external transfer from Webster bank was to be sent to my **** account. The transfer should have taken up to 3 business days which should have been today. I called the ban to follow up and see why the funds were not in my **** account. Webster bank told me they had no idea why the monies were not in my **** account. I asked the representative to request the money back and that I would go to the bank and physically do the transfer myself. I was told that the request would take a couple days, now I have to wait for the money to return to my account. People do electronic external transfers everyday and no explanation was given to me to explain why transfer didn't happen except "That usually doesn't happen". I explained to the representative that this is highly unprofessional and bigger banks do not have these issues. I am very unsatisfied with the inability of this bank to do a simple external transfer. The only resolution given to me was that I had to wait even longer now for the funds to be returned to my account. This is totally unacceptable.
Business response
12/21/2023
Ms. ******** was contacted directly, and a written response dated December 21, 2023 was also sent *** ** ****** **** addressing her concerns.
Initial Complaint
12/04/2023
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 Bank continues to charge Overdraft fees based on the Available balance and not the Ledger / Current Balance. Due to this, my account was charged 3 overdraft fees due to a merchant double-charging my account and then allowing the duplicate charge to fall off the account. I escalated to the DM for my area, who was more interested in quoting policy vs. understanding that according to my statement, Webster bank charged me a fee for no reason. I have also filed complaints with the Banking commissioner and the CFPB.
Business response
12/11/2023
On December 6, 2023, Mr. ****** was contacted directly, and a written response dated December 11, 2023 has been sent to him addressing his concerns.
Initial Complaint
11/14/2023
Complaint Type:
Customer Service 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 Bank Escrow Department has shown incompetence and negligence in handling the finances as they pertain to my home repairs. They do not respond to emails and do not answer incoming phone calls. about 73,000 dollars are tied up and I am unable to speak to anybody or receive any service whatsoever.
Business response
11/17/2023
******** *** **** *** ****** ** *** ****** ******** ******* **** * ********* *** **** ******* ** **** ** *** ********
At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated November 17, 2023, addressing Mr. ********* concerns was sent via US Postal mail to his address on file.
Sincerely,
Judy *****, VP, Manager, Client Relations
Office of the President, Webster Bank, N.A.
Initial Complaint
10/31/2023
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.
Webster Bank has been unable to provide any answers concerning an unknown phone number listed as my "password recovery" phone number within their system. I am unable to access my account, my new debit card is also inaccessible, and no one has been able to provide answers for me. I am only ever transferred to automated system after automated system. I'm very concerned about the safety of my account and have no answers - when I have gone to the bank in person, they suggest calling their automated numbers and say they have no way of assisting me otherwise.
Business response
11/07/2023
November 7, 2023

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

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 November 7, 2023, addressing Ms. ********* concerns was sent via US Postal mail to her address on file.
Sincerely,
Judy B***** VP, Manager Client Relations
Office of the President, Webster Bank, N.A.
Initial Complaint
10/20/2023
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 was locked out of my personal banking account. I was not able to reset my password without providing further personal information aside from my ss#, birthdate, address, and name.
Business response
11/07/2023
******** ** **** *** ****** ** *** ****** ******** ******* **** ********** *** ******* ******** ** **** ** *** ********

At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated November 7, 2023, addressing Ms. ********** concerns was sent via US Postal mail to her address on file.
Sincerely,
Judy B****, VP, Manager, Client Relations
Office of the President, Webster Bank, N.A.
Initial Complaint
10/18/2023
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.
Have banked with Webster Bank since April 2017. Starting August 21, I no longer receive automatic refunds of ATM surcharges/fess as I had for the past 5 years. I called about the August 21 transaction and received a refund. Today I called about an October 10 fee that hasn't yet been refunded and was told the fees are no longer refunded until my monthly account statement is issue. In this case, Nov 9 or almost a month after the transaction. When asking for an immediate refund, I was told no. When asked for the communication about the change in account benefits, I was told there was none and I wouldn't be sent one. This is a violation of my account terms -- and I cannot even close my account before I get the refund as they will not give it to me before Nov 9.
Business response
10/27/2023
A written response dated October 27, 2023 has been sent to Ms. *************** *** ** ****** ******* addressing her concerns.
Initial Complaint
10/17/2023
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.
4 separate transactions to my bank account charging me $35.00 each for PAID UCF ITEM FEE Uncollected. No description of the transaction, what it was for, no transaction date. Webster took a total of $140.00 from my account with no explanation of each charge. I have been a loyal Webster Bank customer since 1994. Never had any problems until they did upgraded their system. When I call Webster's automated system to check my balance it gives erroneous and incorrect information. I have to sign on to my account online to get more accurate information. Today I signed in only to see 4 transactions of $35.00 each with no explanation. I made a screen print and will pursue and bring it to the attention of the ** ***** ********** ****** if necessary.
Business response
10/24/2023
******* *** **** *** ****** ** *** ****** ******** ******* **** ********** *** ******* ***** ** **** ** *** ********

At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated October 24, 2023, addressing Mr. ******* concerns was sent via ** Postal mail to his address on file.
Sincerely,
Judy B****, VP, Client Relations
Office of the President, Webster Bank, N.A.
Initial Complaint
10/02/2023
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.
Webster bank performed an upgrade to E banking and inadvertently changed the address of a payee resulting in penalties because they sent my payments to a nonexistent address
Business response
10/16/2023
******* *** **** *** ****** ** *** ****** ******** ******* **** * ********* *** ****** ***** ** **** ** *** ********
At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated October 16, 2023, addressing Mr. ******* concerns was sent via US Postal mail to his address on file.
Sincerely,
Judy B***** VP, Client Relations
Office of the President, Webster Bank, N.A.
Initial Complaint
09/18/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After numerous phone calls and assurances Webster bank has still not closed my checking account and is still charging maintenance and overdraft fees for an account which was supposed to be closed effective July 8, 2023. I have called at least four times and spoken with two different supervisors (last one was “Gloria”) who assured me the problem would be rectified. Just received a statement in the mail today (9/16/23) with account maintenance fees and overdraft fees.
Business response
09/20/2023
********* *** **** *** ****** ** *** ****** ******** ******* **** ********** *** ****** **** ** **** ** *** ********

At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. We spoke with Mr. **** and also a written response dated September 20, 2023, addressing Mr. ****** concerns was sent via US Postal mail to his address on file.
Sincerely,
Judy B****, VP, Manager, Client Relations
Office of the President, Webster Bank, N.A.
Business response
09/20/2023
********* *** **** *** ****** ** *** ****** ******** ******* **** ********** *** ****** **** ** **** ** *** ********

At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. We spoke with Mr. **** and also a written response dated September 20, 2023, addressing Mr. ****** concerns was sent via US Postal mail to his address on file.
Sincerely,
Judy B****, VP, Manager, Client Relations
Office of the President, Webster Bank, N.A.
Customer response
09/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ****
Customer response
09/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ****
Initial Complaint
09/12/2023
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.
Webster bank upgraded their app when they merged with another bank. The app does not work and I cannot manage my account unless I log on through a browser. I have contacted Webster bank numerous times, but haven’t received an appropriate response.
Business response
09/26/2023
********* *** **** *** ****** ** *** ****** ******** ******* **** ********** *** **** ********* ** **** ** *** ********

At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated September 26, 2023, addressing Mr. *********** concerns was sent via US Postal mail to his address on file.
Sincerely,
Judy B****, VP, Manager, Client Relations
Office of the President, Webster Bank, N.A.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforWebster Financial Corporation

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Business response

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary