Complaints

This profile includes complaints for Bankwell Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bankwell Bank

  300 Atlantic St Lbby Stamford, CT 06901-3524

• 

  Bankwell Bank

  1 Sasco Hill Rd Fairfield, CT 06824-5670

• 

  Bankwell Bank

  2704 Dixwell Ave Hamden, CT 06518-3317

• 

  Bankwell Bank

  1065 Post Rd Darien, CT 06820-5412

• 

  Bankwell Bank

  2220 Black Rock Tpke Fairfield, CT 06825-3219

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At some point in time for some reason that no one at Bankwell can tell me they started to decline 80% or better of my purchases both in store and online, to spite supervisors claiming it was "fixed" it never was.
  
  So I had a few situations in person where I my card was declined, (I Was extremely embarrassed) and paid by another means, to find out a day or so later after the pending dropped off it was ACTUALLY BILLED!! this was Bankwell's fault 100% I then file a dispute on several charges this happened on and Bankwell finds in the MERCHANTS favor............. Not only is this CAUSED by them but now they force me to pay twice!! my account is in the negative now, Everything going in direct deposit it getting eaten up and I Cant even live!!!! this is fraud all because a bank is too prideful to admit they screwed up even know leading up to it there were 30 calls of me trying to resolve the declining issue BEFORE this ever happened!!!

  Business Response

  Date: 08/28/2024

  ****** *** ****
  *** ******* ****** *****
  
  ***         ***** **** ************ *** *** *********
  
  **** *** ******
  
  This letter
  responds to your comments and debit card transaction claims you raised in a
  complaint recently submitted to the Better Business Bureau (BBB). The complaint
  involves debit card transactions you conducted from May 12, 2024, through June
  12, 2024.  In the complaint you stated
  that “Bankwell declined 80% or better of my purchases both in store and online,
  … supervisors claiming it was ‘fixed’ it never was.”  You also stated that for “a few situations in
  person where my card was declined, and paid by another means, to find out a day
  or so later the pending dropped off and I was ACTUALLY BILLED!!  This was Bankwell’s fault 100%, I then file a
  dispute on several charges this happened on and Bankwell finds in the MERCHANTS
  favor.”   You requested that your dispute claims be
  granted.
  
  In the
  complaint you indicated that your debit card transactions were declined for 80%
  or better of your purchases.  However, our
  debit card transaction history does not show that your debit card was declined
  for the transactions that were the subject of your dispute claims.  In addition, you never requested that the
  debit card be canceled and replaced with a new debit card.  We could have provided a new debit card if
  your current debit card was not functioning properly.
  
  In your
  complaint you indicated that your debit card was declined, and you were forced
  to use another form of payment for some of the transactions you disputed.  According to the debt card history, all your
  transactions that were the subject of your claims were approved on the dates
  the debit card was used.  In the case of
  some of the restaurants, there was a preauthorization the date of the
  transaction and a forced post when the restaurant processed the
  transaction. 
  
  You filed eight
  debit card disputes from May 29, 2024, through June 18, 2024.  One of the claims, filed on June 13, 2024, in
  the amount of $210.48 for service not received was approved in your favor.  The remaining seven debit card disputes were
  denied and closed because you did not provide the requested information to
  substantiate your claims, and any provisional credit we provided in your
  checking account was revoked after the claim was denied and the case closed.
  
  
  Mr. *****, you
  can contact Robin D. C******** ***, Compliance Officer, at ###-###-#### or ************************ with any
  further questions you may have regarding this matter.
  
  Sincerely,
  
  
  
  Robin D.
  C*******, CRCM
  FVP, Compliance
  Officer