ComplaintsforWebster Financial Corporation

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to set up a business account through *********** which is a mobile banking service provided through Webster Bank. I read all of the account requirements and met every single requirement. Nothing in their account requirements said anything about needing a certain type of email account for my business. (I have used a regular gmail account for my business). I filled out an online application, submitted all of my forms from the *** and ********** ********* ** *****, and uploaded a copy of my driver's license. I was told on the website that my application had been submitted and was awaiting approval. The next day I received an email from a guy allegedly named Brendan B********** who told me that the application for a business bank account was not going to be approved because I did not have a certain type of business email address. Then, no further communication or information. I believe that this was scam to phish and collect my social security number and all of my personally identifying information. Consumers need to be aware of these two "companies" and the scam that I believe they are perpetrating against people simply to collect social security numbers and other personal identifying information.

  Business response

  05/12/2023

  May 12, 2023

  
  RE: Letter to the Better Business Bureau, Case #********, Mr. ******* ******
  
  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 May 12,2023, addressing Mr. ******’s concerns was sent via ** ****** mail to his address on file.

  Sincerely,

  Judy B***** VP, Manager Client Relations

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

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Webster bank sent a letter dated 4/10 informing me that there was a data breach at their fraud detection facility run by ******** corporation that compromised my name and account number and to call an 800 number for more information signed by Websters Chief Risk Officer Daniel B**** I work in data science and know there would be much more personal information in the files such as social security numbers. The 800 number was not Webster but instead a credit score tracking service. When I asked if the breach included ny social they said no. The Internet states from an ******** ******* that the breach included social security numbers, address, etc. Then I called Webster Bank directly and they insisted abd lied that it was only name abd account numbers. Customers like me need to know the truth so we know to get a new social security number. Instead they lie, mislead and capitalize on a very serious and harmful data breach. The Internet is going to be abuzzed by this ridiculous letter and cover up.

  Business response

  04/21/2023

  April 21, 2023
  
  
  RE: Letter to the Better Business Bureau, Case # ********, Mr. ****** **********
  
  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 April 21, 2023 addressing Mr. **********’s concerns was sent *** ** ****** **** to his address on file.

  Sincerely,

  Judy B****, VP, Manager Client Relations

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

• Initial Complaint

  03/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Webster Bank refuses to conduct necessary business to close and distribute accounts for my deceased aunt. They have been provided with all necessary documentation regarding her death and my legal appointment as estate administrator, but they refuse to disclose information over the phone and continue to instruct me to visit a branch (only located in ***********). I spoke specifically with a representative named Eric (employee ID ******) who obstructed every effort I made to conduct legal and necessary business with Webster Bank. Webster Bank needs to contact me immediately, comply with my legal requests for proper distribution of my late aunt's account into her estate, and issue an apology on behalf of their phone representative (including Eric) who refused to conduct business with me.

  Business response

  03/28/2023

  A written response dated March 28, 2023 was mailed to Mr. ****** to address his concerns. 

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to request a refund of the money I deposited in the account *** **** ****** ******** Debit Card. I am requesting the accrued money to be reinstated into the debit card so I can use it for dental bills.

  Business response

  02/14/2023

  February 14, 2023

  RE: Letter to the Better Business Bureau, Case #********, Ms. ****** *****
  
  To Whom It May Concern:

  At Webster and *** **** we strive for excellence in everything that we do and take pride in our customer service. A written response with full explanation dated February 14, 2023, addressing Ms. *****' concerns has been sent via US Postal mail to her address on file.

  Sincerely,

  Judy B***** *** ****** **********

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

• Initial Complaint

  01/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attempted to open an account with Webster in December 2021, and was told I successfully opened an account. I applied to another national bank and opened an account with them the same day. It is now January 16th and Webster has been saying their fraud department is going to cancel my account and they still haven’t. I feel they are being fraudulent and no one can give me answers as to why the account is frozen and do to be closed. Everyone I have spoken with has said “discrepancies” and when I’ve asked for an explanation they’ve told me to call someone else. Their customer service is atrocious and I want the account closed

  Business response

  01/25/2023

  A written response dated January 25, 2023 has been mailed to Ms. ****** regarding this matter. 

  Customer response

  01/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:the response does not resolve my issue and there is no sense of urgency to close the account and solve this matter and every representative I’ve spoken with has been dodgy and unhelpful. I would like this account closed closed expeditiously since Webster doesn’t want or need my business. 
  

  Warmest regards,

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

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I opened a joint account with ********** (powered by Webster Bank) and attempted to transfer funds to it from our savings accounts at ****** (******* *****) on 12/1/22. ****/Webster closed our account without warning. My fiancé's funds were returned to her ****** account (on 12/7/22) and mine have yet to be returned as of 1/10/23. ****** continually gives me the same answer- because a) there is no longer an account at **** *) the accounts were not linked and c) the transfer was initiated via ****'s platform, they cannot help me. Every time I talk to representatives and supervisors at **********, I receive a completely different and contradictory explanation and next steps to take. I have followed each one of these steps and it has gone nowhere. In the same conversation with a supervisor at ********** (Robert), I was told a) ********** received the funds, were in possession of them and then days later closed the account b) **** was never in possession of the funds because the account was already closed, so the funds should automatically go back to ****** and c) he had "no idea" where the funds were. He also informed me my account was closed due to fraud, inactivity and also he was not at liberty to say why my account was closed, all in the same conversation. Currently, **********/Webster Bank will not send my funds back until ****** informs them that our account is open and active. However, ********** is only willing to communicate with ****** via fax, and ****** does not communicate using fax. In fact, they don't even have a fax number. **** has informed me that they have successfully faxed communication to somewhere, it is unclear where, and all we can do is wait for "******" to respond to this fax. I did have a three-way phone call between myself, a supervisor at ****/Webster, and a supervisor at ******. In this phone call, the ****** supervisor did confirm that this account was open and active. Despite this, the supervisor from **** was unwilling to accept this

  Business response

  01/13/2023

  January 13, 2023
  
  
  RE: Letter to the Better Business Bureau, Case #********, Mr. ***** **********
  
  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 January 13, 2023, addressing Mr. **********’s 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

  01/19/2023

  
  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. However, I hope that a full investigation into this matter has happened or is in the process of happening, to determine how this occurred and ensure it doesn't happen again. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a dispute in early June 2022 for fraudulent charges on my **** business debit card. Dispute # **********. Total amount disputed was for $3,165.09. Late July I received a letter stating an investigation was done and $1,237.00 was granted in my favor and that I should be receiving the funds in my account within 8-10 business days. Several days, weeks and months went by, with infinite amount of calls and escalations done by my branch, customer service, and **** dispute services in where no one was able to take responsibility or provide me with answers as to why the credit had not been provided yet when I have a letter from Webster Bank stating I won the case and funds should've been deposited. The departments will bounce me from one department to another, often calls will be disconnected after having waited for hours for a representative, only to have to start again, explaining my case to a new representative who will again transfer me to another department. I was able to conclude from **** dispute department that **** dispute services approved the refund but the back office is suppose to issue the refund. There's a missing credit since July that has not posted in my account yet. I think since the original card was closed due to fraudulent activity, perhaps the refund was not able to hit my account. However, I don't understand why Webster never issued me a check? As of today I haven't been able to reach the "back office" and I'm still waiting for this money to be issued to me.

  Business response

  12/06/2022

  At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated December 6, 2022, addressing Ms. ********’ concerns has been sent via US Postal mail to her address on file.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On the 5th of November I made an automated payment through Webster during the time my payment came I had over a $1000.00 in my account and the payment was only $135.00 the payment was posted on the 7th of November right after midnight.. after checking my balance and noticed the payment had came out then I made a payment with ****** which an error occurred with they website they ended up charging me a wrong amount ×2... then I made the correct payment with ****** over the phone unaware that payments came out of my accounts twice in the website because there was an error in the website so my account became overdrawn because of ezpass... with the law that gave customers options to op out meaning if you don't have the money on your account during the time of your debit card purchase you have the options to tell the bank to pay or not to pay... "i hasd opted out " Webster bank decided to let the payment go through then go back to my capital one payment for a $135.00 and charge me an overdrawn fee even tho that payment didn't overdrawn my acct.. I feel like this is dishonest and I would like for them to be investigated... and regarding the error with ****** website.. Webster bank kept the money pending in the acct while ****** claimed they don't have any record of them putting any hold in my account right now I'm out of $947.00 and I'm not sure how am I going to get my money back...please help

  Business response

  11/28/2022

  At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated November 28, 2022, addressing Ms. ******* concerns has been sent via US Postal mail to her address on file.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  1- Open a High-Yield Savings account with ******** owned by Webster Bank 2- After a month, interest rates started to go up in other banks but not in this bank 3- Decided to withdraw my funds from Webster on 10/20 4- Setup up external transfer with my regular bank **** ** ******* (Checking Account) 5- Been waiting for two weeks for my transfer to happen but Webster Bank held my funds hostage and asked for a) Latest bank statement of **** ** ******* and b) Copy of my ******* Driver's License. I sent the documentation via their encrypted server (as requested) and called them a few times validating they received the documents. 6- They stated it would take up to 3 days to review/clear/reject the documentation 7- Today, on 10/26, received an email that they "Stopped" my transfer without any explanation 8- And they also, eliminated my access to my account, the bank log in does not work 9- The transfer is for only $5,000 USD, not a large amount and they are holding my funds hostage, please need your help!

  Business response

  10/28/2022

  Mr. ******** has been contacted directly and a written response dated October 28, 2022 has been mailed to his address on file addressing his concerns. 

  Customer response

  11/04/2022

  
  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,
  
  ******* ********

   

  Additional feedback on the case:

  11/4/2022
  In response to complaint # ************** with the cfpb and response to WebsterBank (********):
  I like to thank the Consumer Financial Protection Bureau, the Office of the Comptroller of the Currency and the Better Business Bureau.Without these entities, I believe WebsterBank would have not responded to my complaint and would probably would still be holding my money hostage, denying access to my online account and with an unknown time for them to have resolution to my issue.I strongly encourage customers that are facing similar issues to seek help from unethical banks like WebsterBank (********) and seek help from any entity that is willing to assist.
  In regards to the letter from WebsterBank, from Dianne H*****, thank you for your letter and helping me get the issue resolved (access to my online account and ability to transfer my funds to my external bank).However, having said that, the facts as you show them are not exactly correct, but rather paint a “positive” picture where there was none:
  The original transfer “suspended” was stopped for no reason, no communication either written or by phone was given.They just decided not to do the transfer and cancel it while eliminating my access to my online account.This after I had sent the documentation they requested (**** ** ******* last statement and copy of my driver’s license)
  Your customer service must be one of the worst in the industry, when you call you have a 50/50 chance your phone call will be dropped, if not you will be waiting between 45-1+ hour to get someone on the phone and lastly depending on the mood of the agent, they can be nasty (one agent basically told me that I was denied access to my account because my ID verification was not in order, or something like that), most were friendly but unable to help because supposedly my account was held hostage by another department that they had no control of, or could not influence and could not give me a time for resolution…basically I was at the mercy of whenever they decided to respond.
  On October 27, 2022 Kory G****** contacted me i) the issue was already resolved because I had called earlier (actually called 1-2 times a day) and that agent helped me get the access to my account that was now granted…so Kory really did not do much just inform me about what I already knew.Also, at no point did he asked/or mentioned about the restitution of the original transfer and I did not bring it up with fear that you would keep my money hostage again for daring to ask.
  The reason I respond now, is that was able to successfully transfer all of my money out ofyour bank from hell WebsterBank (********) to my regular bank.I was in fear and did not want to jeopardize the transfers if I responded before with the above.
  Now that I am free from your evil bank WebsterBank (********) …. Please close my account, I do not want to know anything about this abusive, lack of customer service, deceptive and malicious bank in my life.
  
  Thanks,
  ******* ********  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7/25/22, a fraudulent charge appeared on my card; living in ** at the time, the originating charge was for a ******. The ****** account was opened in ********** with an email address never associated with me, for a car in ** (a state I've never lived in), for a 16 year old driver (both my children are under 10). I disputed the charge and it was temporarily refunded pending investigation. on 8/2/22, a letter was sent out with "proof" from ****** saying the charges were valid, asking me to sign affirming that the charges were definitely not mine and I didn't loan my card out to anyone; the affirmation packet had a 9/5/22 due date. However, despite having called when I first moved to ** 3 months ago with my wife to update our address on both accounts, the packet was sent to my old address and didn't get to my forwarded address until 9/8 (past the due date). Regardless, I filled it out and immediately called explaining the situation. My address was (again) updated to my new address in **, and the dispute re-opened. I called back a week or two later requesting an update, and was told that the dispute was never re-opened and that I had requested specifically that it not be re-opened. I said this was false, and had the claim re-opened. Again they verified my address as well as verified that they received my singed paperwork (affirmation) and advised if I didn't hear back by 10/18 to call. I called back to find out that the dispute was again declined due to missing information. I said that I was promised that Webster HAD my affirmation paperwork and again demanded it be re-opened. Now, nobody can tell me the status of the claim, and a denial letter just arrived today for the second re-opening, and it was addressed to my old address. I am out $95.49 for the *** *** as well as a $12 overdraft fee for when the charge was re-instated on my card.

  Business response

  10/27/2022

  A written response dated October 27, 2022 has been mailed to Mr. ******** addressing his concerns. 

  Customer response

  10/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: it does not offer a resolution; it merely states they’ve received my complaint and will look into it which is what they’ve already promised 3 times.
  
  Sincerely,
  
  ****** ********

  Business response

  11/01/2022

  Please note that the letter dated October 25, 2022 was sent as an acknowledgment of receiving your complaint. A separate letter dated October 27, 2022 was sent with an explanation addressing your concerns. Thank you

  Customer response

  11/02/2022

  
  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,
  
  ****** ********

*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. ↩