ComplaintsforWebster Financial Corporation

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I made a transfer request for $15,000 from my **** ****** savings to my ***** **** savings on 10/7, after verifying two micro deposits made to my ***** account. On 10/10 I received a message that the transfer was blocked by security and they requested a copy of my DL and bank statement, even though I had already verified my account per policy. I sent a copy of my DL and bank information the same day. They then asked for additional documents on 10/10. I sent them the same day. On 10/11, the $15,000 transfer was debited from my account. Today is 10/18 and the funds are still not in my ***** account. I called and spoke to customer service after waiting more than an hour, and the rep indicated the transfer request was approved and the funds should be showing up within a couple business days. The funds are still not in my ***** account. This bank has extremely long hold times, often over an hour, and my funds have now been missing for over a week. I cannot get through to anyone to get this resolved. I also e-mailed Jonathan R******, the head of retail banking and consumer loans, but he has not responded either. I am now losing interest on my funds because Webster Bank has my funds in limbo.

  Business response

  10/27/2022

  October 27, 2022

  At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated October 27, 2022, addressing Mr. ******** concerns was sent via US Postal mail to his address on file.

  Thank you,

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

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

  Customer response

  10/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The bank has now blocked my account from transferring funds anywhere 

  It’s not verified as they state.

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

  Business response

  11/02/2022

  November 2, 2022

  To whom it may concern:

   

  We have attempted to contact Mr. ****** to advise his situation is resolved. We have not been successful in speaking with him. 

   

  Sincerely,

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

  Webster Bank, N.A.

  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,
  
  **** ******

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife and I have a saving account with Webster Bank. My wife was able to verify and link her **** bank account as an external account in Webster online banking. When she intimated a transfer of $75000 from our Webster saving account to her **** account on 9/21, Webster suspended the transfer. Webster didn't even notify us till we found out. After several calls with Webster, we felt this company tried to make every excuse to hold our money. This is totally not the service that we expect. We demand Webster bank to release our money asap. Due to Webster bank's bad service, we are not able to fulfill the requirements of **** bank's ongoing deposit promotion (which gives $750 for making a deposit of $75000 by 9/30). We ask Webster to pay us $750 as compensation due to their mistake.

  Business response

  10/10/2022

  10/10/22

  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 October 10, 2022, addressing Mr. ** **** concerns was sent via ** ****** mail to the address on file.

  Sincerely,

  Judy B***** VP, Client Relations

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

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  my wife transferred $75,000 to them and we are unable to access the money. i have called, emailed, gone on their ******** page and no one has gotten back to us other than saying someone will gt back to us.

  Business response

  07/14/2022

  Please note that in order to research this matter, we need more specifics details as to what transpired. We were unable to locate any information based on the complainant information provided. 

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 30, 2022, we made a bank transfer for a sizeable amount from my wife's checking account at ***** to our joint savings account at **********, which Webster Bank owns. The transfer didn't go through for security reasons. It has been 8 days and they have not processed any reversed transfer. We contacted them multiple times but nothing has been done for us to get our money back. At this point, we believe they are delaying the reversed transfer to earn interest on our backs. We are worried but ********** couldn't care less apparently. At this point, we are willing to lawyer up.

  Business response

  07/22/2022

  July 22, 2022

  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 July 22, 2022, addressing Mr. *******’s concerns was sent via US Postal mail to his address on file.

  Sincerely,

  Judy B****

  VP, Customer Relations, Webster Bank, N.A.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I opened a certificate of deposit (CD) with ******** ******** **** ** **. My CD matured on May 7, 2022. I was unable to close the CD at maturity online or through the telephone system. I live in ** now and so I cannot go back to ** to close this account at maturity and receive a check for my money. ******** ******** **** is now owned by ******* **** but nobody at ******* **** can help me close my CD at maturity because their banking systems aren't merged yet. Per instruction from ******* **** and other ******** ******** **** branches in **, I have called the former ******** ******** **** location at *** **** **** *** **** ****** ** over 12 times in the last 2 weeks and left at least 6 voicemails to have my CD closed at maturity and a check mailed to me for the total amount. I also mailed a signed letter to the **** ***** branch with my account number, a copy of my license, phone number, home address, email address and requested my account be closed at maturity and a check mailed to my address on file. I have confirmation from the **** that my letter was received at the **** ***** branch on May 10 at 2:42PM and can provide proof (**** Tracking # *************). Nobody at the **** ***** branch has returned any of my phone calls. I have emailed Michelle K***** *****************, the Director of the Financial Center at the **** ***** branch, to close my CD at maturity and have received no response. I want this CD closed and a check mailed to me. I need my money. Please help me. Nobody at the ******* ****, **** ***** branch answers the phone, returns voicemails or answers emails.

  Customer response

  05/16/2022

  The complaint has been resolved. The bank branch manager reached out to me directly and mailed me a check for my closed account. Thank you for your time and help, ********

  Business response

  05/16/2022

  At ******* **** we strive for excellence in everything that we do and take pride in our customer service. Ms. ****** was contacted directly and a written response dated May 16, 2022 addressing her concerns has been sent via US Postal mail to her address on file.

  Customer response

  05/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the issue was resolved when the bank branch manager called me, closed my account and mailed me a check. Thank you for following up. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  03/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 2/19/2022 I walked up to the drive-up ATM at the ** ******** branch on main street (because the walk-up ATM is out-of-service and won't accept deposits 95% of the time) and deposited $189.00, the machine took $178, returned $11.00 and never updated my account or gave me a receipt. The machine would not work when I again tried to re-insert my card to see if my account was updated. I immediately went into the branch because there is an on-site branch adjacent to the two on-site walk-up/drive-up ATM and explained the incident. The teller was not able to come outside to check the machine because she stated they are owned by a third-pary and that Webster does not own the ATM machine. She also states that the machine will not be serviced until next week and that in the meantime I would be able to file a dispute, and receive a provisional credit. Now this location does have camera surveillance all around and on the ATMs so I was expecting a full investigation. Well, it's been hell dealing with Webster bank over what might seem like small funds to them is in fact hard earned funds to me and my family especially during this wanning pandemic. I've been going back and forth with Richard from customer service who relays my messages to Teddy the lead investigator on my case. Richard attempted to give me a canned response "Well the ledger said this so it kind of is what it is" then he asked me to verify which ATM I used and from that moment I knew they were not really investigating this matter if they did not even have the knowledge of which ATM they pulled the ledger from. Today I woke up to see that my provisional credit of $155.00 was reversed and my case was closed. In speaking with Richard yesterday I told him to escalate this to Teddy's manager and to pull the surveillance cameras. He assured me that he will call me back to follow-up on this and he never did! I am out $178.00 and Webster and their faulty ATM machine continues to cause financial despair. Bad business!!!!!

  Business response

  03/30/2022

  A letter dated March 30, 2022 was mailed to Ms. ****** addressing her concerns. 

  Customer response

  03/31/2022

  
  Complaint: ********
  
  I am rejecting this response because the letter sent to me was not an intent to resolve this incident. It was a vague letter indicating that Webster is aware that I filed a case against them with the BBB. I am still awaiting a resolution which is absurd because my money was taken immediately with no recourse. Sincerely, ****** ******

  Business response

  04/01/2022

  Please note that the initial letter dated March 17, 2022 was an acknowledgement of receipt of the Better Business Bureau complaint. As previously stated, a letter dated March 30, 2022 was sent in response to the investigation addressing Ms. ****** concerns. 

  Customer response

  04/05/2022

  
  Complaint: *******
  I am rejecting this response because: Basically the letter reiterated what I initially stated and now I am out of $178. Yes we know $189 -$11 =$178, that's basic arithmetic. The point is that the ATM machine malfunctioned and did not load the funds that were placed in. This happened at the branch with their onsite ATM and when the incident was brought to the bank manager & teller on the same day/time of occurrence, immediate service attention to that ATM should have been rendered. Instead, they waited until next week's routine service date to check the ledger which is simply a collection of "recorded" transactions on a paper. The ATM did not function properly so of course my transaction was not recorded. And if the bank manager or teller would have acted immediately by coming outside of the branch to check the ATM or temporarily close it in order to expedite a service call, then they would have noticed that my money was stuck in the ATM and unaccounted for by their "ledger". Also, who knows how many people used that ATM when I left. I wonder was this all factored in their decision to pocket my hard earned money?!
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ACCOUNT NUMBER: 90500139 On 1/15/21 I opened a Certificate of Deposit with **** ****** ******** ** ******** ******** ***** online. Luckily I printed off documentation from that transaction (see pages 1-5) because I never received ANY OTHER correspondence via mail from this company again until 2/1 (see attached pages 6-7) which is a notification that this bank has changed hands. I did not sign up for an online account therefore I did NOT choose to go "paperless". Per Lorraine, a month prior to my CD maturing, I should have received a notice - apparently giving me 7 days to withdraw my funds without a penalty - I did not. Nor did I receive a 1099-INT statement from this company in February - as she stated that it was sent 1/27/2022. The representative, Lorraine, whom I spoke to @###-###-#### and who also called me back from ###-###-#### was unwilling to assist me in getting the $22.29 fee (as of today) waived. Her claims are that if they have not received mail returned from my address that I must have received these documents. I've requested that dated copies of both the maturity letter and the 1099-INT be emailed to me at ********************* and nothing has been received. I also requested that this issue be escalated and set a time at 12pm CST on 3/7 for a return call from a supervisor above Lorraine and no return call was received. Lorraine was condescending and uncaring, insisting she IS a supervisor, yet unable to do anything to assist me. Even after I told her I would like to escalate this issue, she continued to request that I give her permission to go ahead and close this account - of course minus the $22.29 penalty fee. I declined her insistence, knowing that if I close this account - it will be a further battle to get this fee refunded.

  Business response

  03/17/2022

  Ms. Queen has been contacted directly and a written response dated March 16, 2022 addressing her concerns has been mailed to the address on file. 

  Customer response

  03/18/2022

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

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Webster is not for small business at all. They pick and choose when they give credit to our account, so that they are able to charge overdraft fees. They pick and choose which transactions they want to rerun so they can charge us twice for overdraft fees. Since feb 1st my SMALL business has been charged over $999 in overdraft fees(today is only the 11th). We call and speak to them and ask what can be done and we are only told “maybe we should just bank somewhere else.” We initially opened our account with them because we were told they were for small businesses and it’s extremely disappointing to find out the exact opposite. During this pandemic and transition out and back to normalcy I dread knowing how many small business bank with this bank and was left with no choice but to close because of the constant fees. Even their merchant fees they are charging me twice on. .67 cent fee has been costing me $74 after they charge me twice for the same transaction. How are small businesses suppose to catch up?

  Business response

  02/17/2022

  At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated February 17, 2022 addressing Mr. ********’ concerns has been sent via US Postal mail to his address on file.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, On 11/1/21, I made a purchase at **** ******** for the amount of $232.69 and charged it on my debit card. After a week, I got a discount from **** ******** for $50 and was told I would I receive a refund on my debit card. The refund of $50 did not reflect on my Webster bank account. I waited about 5 weeks and sent an email to Webster Bank on 12/5 explaining the situation. I received the email response on 12/6 and was told to call Webster at ************. I did so and the Customer Rep assured me that they will review my account and get back to me. On 12/10/21, I saw a Credit marked as 'Miscellaneous Credit Provisional Entry' for $204.80. Then on 12/21/21, I saw an entry marked as "MISCELLANEOUS DEBIT NIGAM 2818" for $154.80. Then I saw another entry on 12/22/21 marked as "MISCELLANEOUS DEBIT REV PROV CREDIT" for $154.80. This doubled the charge on my account. I have called Webster Bank twice so far and I am being told that their Escalation team is working on it however no one has gotten back to me. Webster Bank needs to return $154.80 to my account. My claim with Webster Bank is #**********.

  Business response

  01/12/2022

  At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated January 12, 2022 addressing Ms. ******* concerns has been sent via US Postal mail to her address on file.

  Customer response

  01/13/2022

  
  Better Business Bureau:
  
  I have received the refund  and its reflected in my account now. Thank you for your help.

  
  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. ↩