ComplaintsforWebster Financial Corporation

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reported a fraudulent transaction on my Webster bank account in the amount over $500 and claim was declined as Webster says a chip was used for this transaction.

  Business response

  09/18/2023

  ********* *** **** *** **** *********** *** **** ********* ** **** ** *** ********

  At Webster Bank we strive for excellence in everything that we do and take pride in our customer service.  A written response dated September 18, 2023 addressing Ms. ************ concerns has been sent via US Postal mail.

  Sincerely,

  Judy B****, VP, Client Relations

  Office of the President, Webster Bank, N.A.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During Webster Banks switchover to a new online banking platform over 2 weeks ago, My home mortgage loan account didn't transfer over. My checking and savings account did transfer over, just not my Mortgage. Being that I'm not able to access the activity of my account, I cant see my loan payments, Insurance payments, escrow info, Taxes, interest, anything. All the information that I have the right to receive. I have reached out to Websters Customer service on multiple occasions. I have reached out to Websters Mortgage department, I even visited my local branch and not one of them could give me an answer as to what the issue is. There is no urgency on their part to rectify this issue that I am having. I wish to file a formal complaint on their lack of basic banking needs to view and access my account

  Business response

  08/08/2023

  On August 8, 2023 Mr. ******** was contacted directly to address his concerns to his satisfaction. 

  Customer response

  08/08/2023

  
  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

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Webster merged with ******** and beginning on 29 July, I unsuccessfully was unable to login to my accounts. I have changed my password 5 times; I have spoken with both a local representative in Sharon to trouble-shoot with the executive branch. The online ability to access accounts is primitive and ineffectual. I NEVER had this issue with Webster. It is outrageous that I have to go through the headache of asking to reset my password every time I want to access my accounts. I will be withdrawing my money from Webster and will conduct business with a new bank.

  Business response

  08/22/2023

  A written response dated August 21, 2023 was mailed to Ms. ******** addressing her concerns. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Webster Bank account number **********. My ******** ******** Bank account was acquired by Webster Bank. I obtained access to Webster Bank online banking in 2023. I accepted paperless settings upon online enrollment and the online banking initially worked fine. In or around May of 2023, Webster Bank unexpectedly reverted my account to paper statements and charged me $3 for the first paper statement. Upon discovering their error, I logged back in and again accepted paperless settings. Beginning in June of 2023, Webster Bank online banking still allowed me to log in, yet now showed a message of "No Accounts to Display." In June and July of 2023, I was unable to view my account or account statements or account balance. I called customer service a few times over a few days and spent a long time on hold each time. Each time the service representative assured me the issue would be resolved within 24 hours. I never regained access to my online account and I gave up on customer service. I closed the account at a local branch in July of 2023. I am requesting to view online or paper statements for May, June and July 2023 and a refund/waiver of any fees related to generating statements. I request a $3 refund for the erroneously generated paper statement in May of 2023 and any other fees improperly generated on my account while I have been locked out. I will need to view account statements to determine this. Further, I need to view statements for May, June and July 2023 to be sure I received a full refund of my account balance upon closing the account.

  Business response

  08/16/2023

  A written response dated August 16, 2023 has been sent to Ms. ***** via US Postal mail addressing her concerns. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Webster bank changed everyone’s accounts over the weekend in a way that left consumers no way to access account balances for a two day period (7/22/23 and 7/23/23). Upon downloading the new app today I found I was charged a total of $14.40 in fees which were not outlined in the account disclosures provided to me before the account transition. The fees are N. EFT fees, which I have never been charged before. The fees do not seem to be associated with any specific transactions I made. I spoke to family members who also have accounts with Webster bank and urged them to check their transaction history. Upon doing so, they found they had also been charged the same types of fees in varying amounts and they also could not find anything about these fees being added in the new account disclosures they were provided in the mail. I also checked Webster’s social media pages to see if anyone had commented about a similar issue, and found multiple other people experiencing the same thing. There does not seem to be any rhyme or reason to these fees beyond the fact that their totals seem to consistently equal about 10% of the account balance at the start of business on 7/24/23. I tried calling their customer service line and the call was answered by a call center in India. Once I was transferred to their fraud prevention department I was told that the fraud prevention reps cannot see any of my account information and would be unable to help. They recommended that I go to a physical branch of the bank for assistance, which is impossible as they have reduced hours at all locations near me. The only way I will be able to get help with the fraudulent charges on my account will be for me to take a day off from work so I can get to the branch during their 9AM-4PM business hours. It is irresponsible for a bank to not only bar their customers from accessing account info for multiple days, but to essentially refuse to help with fraudulent charges that seem to be a system-wide issue.

  Business response

  07/31/2023

  A written response dated July 31, 2023 has been mailed to Ms. ******** to the address on file to address her concerns. 

  Customer response

  07/31/2023

  
  Complaint: ********
  
  I am rejecting this response because I have attempted to reach the bank multiple times and have been given the run-around. So far, I have a solution to only half of my problem. One of the two fraudulent transactions created by Webster bank has since been refunded to me, but there is still a second fraudulent transaction that has yet to be resolved. The bank keeps telling me the issue was caused by a vendor charging my card multiple times, but this is absolutely untrue. I only swiped my card once with the vendor in question, so there is no way it could have been processed multiple times. Additionally, my mother and sister (who live in a different state) are having this exact same issue with their accounts with transactions made with different vendors in their home state. Webster bank needs to accept responsibility for their errors and take corrective action by refunding me the money for the transaction they fraudulently duplicated.

  To date I have spent over 3 hours on the phone with multiple different people based out of a foreign call center, none of whom have made any effort to help. 
  

  On Thursday 7/27 I finally received a call from a US based employee who seemed like she understood what my complaint was. She said she needed to look into things on Webster’s end and would call me back on Friday 7/28, but I never actually received a call back. I plan to call her this evening to see if there are any updates, but I am not at all hopeful for an easy resolution to this since Webster bank is still refusing to accept responsibility for their mistake. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an issue with fraud on my account and needed to close it. I reached out to Webster Bank to close my accounts and was told I could do so via email support. I was told I need to bring my accounts down below $49.99 and then reply to the email with the account numbers and it would be closed. I was afraid of more fraudulent charges so this is what I did, thinking it would be closed immediately. Unfortunately that was not the case and some auto pays I had set up continued to be taken out and I got overdraft fees. I called customer service and they told me they could not close the account because it was negative, but it was negative because of the overdraft fees. I asked several times for the fees to be reversed and the accounts to be closed and its been over two weeks and I am still incurring fees and the accounts have not been closed. I am owed $474 in fees (so far, more may accumulate) and I want my accounts closed. Please see attached for correspondence.

  Business response

  08/03/2023

  ****** ** **** *** *** ********* **** * ********* *** ***** ** ****** ** **** ** *** ********

  At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated August 3, 2023, addressing Ms. ******** concerns was sent via ** Postal mail to her address on file.

  Sincerely,

  **** ****** *** ****** *********

  Office of the President, Webster Bank, N.A.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am the executor of the estate of a depositor who died two years ago. Since that time, I have furnished the bank with the death certificate, letters testamentary, tax waiver, personal identification, and a letter of instruction. Other than to request new letters testamentary because the original was older than six months (because they had not responded to the original request), Webster has not acknowledged receipt or forwarded a check to the estate. It is impossible to get in touch with a human being at this bank. The bank only provides 800 numbers. Wait time for these numbers exceeds one hour. Calling the main line is no better. Even as a "premier banking" member, I have waited over an hour, only to be hung up on when the person on the other end "couldn't hear me." I have been told that this is a Sterling account, only to be told that it is a Webster account. Reading through other complaints, I can see that I am not the only person who has had this issue. I hope you can help resolve it.

  Business response

  08/01/2023

  A written response dated August 1, 2023 was mailed to Ms. ******* addressing her concerns. 

  Customer response

  08/02/2023

  
  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

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Last year I opened an account with Webster bank, I was informed that they would charge me $10 a month in fees. I fell on hard times and lost my job, I called and spoke to someone to close my account since all I was doing was loosing money. They informed me my remaining balance would go towards fees but that my account would close. Fast forward to today, I've now received a letter telling me the monthly fees have caused my account to go negative and because of that they're now charging me $5 A DAY. This is ridiculous and predatory. I feel I was lied to about my account closing and am now being charged erroneously. Webster is displaying predatory tactics in a time when everyone is suffering. My negative now owing balance is not due to any purchases, it is strictly due to fees being charged AFTER I filed to have my account closed. I spoke to another person today who told me my only option is to pay the fees and penalties to close the account. As I said money is tight. I requested they close my account and bill me for the fees so charges would at least stop accruing but they refused.

  Business response

  06/15/2023

  A written response date June15, 2023 has been sent to Mr. ******* via US Postal mail addressing his concerns.  

  Customer response

  06/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: either the wrong account was closed or my information was sent to someone else. 

   

  I've received a letter addressed to me, however upon opening it i found a letter with account information and a check addressed to ***** *********** 

  See attached for more information

  Sincerely,

  
  **** *******

  Business response

  06/30/2023

  On June 20, 2023, Mr. ******* was contacted directly and informed a new check was being sent. 

  Customer response

  07/04/2023

  
  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

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Promotion CD from **** ****** in the amount of $65100. My money was transferred 05/02/2023 from my funding account which is my checking account at ******* ****. The application process stopped after my money was transferred but the Site makes it impossible to get any acknowledgement email or an account number. Please help me

  Business response

  06/16/2023

  At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. Mr. ***** was contacted directly, and a written response dated June 16, 2023 addressing his concerns has been sent via US Postal mail to his address on file. 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1) On 5/5 I contacted WEBSTER Bank and Spoke to there ESCROW Department advising them that a FLOOD Insurance Policy Payment needed to be made to ******* *********. They advised me that the Payment will be made. 2) On 5/30/23, I contacted ******* ********* Company, to Inquire if Payment on the Flood Insurance Policy had been completed. I was advised in the Negative. 3)On 5/31/23 I contacted Webster Bank and inquired about what was going on with the ESCROW Payment for the Flood Insurance Policy. I was advised that, Payments which were made were returned back to them. 4)There was an inquiry by WEBSTER Bank to ******* ********* Company on 5/31 and WEBSTER was notified that the Policy was cancelled for no Payment.

  Business response

  06/16/2023

  A written response dated June 16, 2023 was mailed to Mr. ***** addressing his concerns. 

  Customer response

  06/27/2023

  To Date and Time I have not received any Letter, Call nor any other form of notification from Webster Bank concerning my Complaint. 

       Thank you,

      ****** ** *****.

  Business response

  07/11/2023

  A written response was mailed to the address as listed on file for Mr. ***** on June 16, 2023. A copy of that response was mailed again to Mr. ***** on June 30, 2023.

  Customer response

  07/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1) Webster Bank Has accepted responsibility for the failure to Pay the Flood Insurance Policy from my Escrow Account prior to Expiration of the Policy.

  2) Because of this Failure and Upon New Application for Flood Insurance the Policy Increased from $1300.00 to $2400.00 dollars per year an Increase of        $1100.00. I understand that in the Body of Webster Bank's response note, they agree to Pay for the $1100.00 Dollar Increase in Policy for the Current  2023/2024 Policy year.

  3) The Cancelled Policy which was in effect for 7 or so years started at $700.00 Dollars and doubled in Premiums to the $1300.00 current over a period of 7 years, Webster Bank's Failure to Pay the Premium wiped out the cost savings and prior benefits the Policy afforded me. This Policy based of Historical Yearly premium adjustments would not have increased to a premium of $2400.00 dollars for the next 7 rears.

  4) Im a Senior Citizen and cannot afford to Pay This Increase for the duration of this Mortgage. Webster Bank must Pay the Increase or arrange some additional form of repayment to accomodate myself due to their failure to Pay this Flood Policy on time.

  5) I have faithfully Paid my Mortgage Payment's on time without fail and this is the thanks I get from this Institution. Also the lackluster concern and unprofessionalism  from the Representative's of Webster Bank Escrow Department is horrible. Just go and obtain a new Flood Insurance Policy is what I was told. 

  6) No this is not Acceptable, I will also contact Ms. Diana H***** of Webster Bank to further discuss this Issue.

   

  
  
  Sincerely,
  
  ****** *****

*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. ↩