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Business Profile

Bank

Webster Financial Corporation

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Webster Financial Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Webster Financial Corporation has 10 locations, listed below.

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    Customer Complaints Summary

    • 108 total complaints in the last 3 years.
    • 34 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I’m reaching out on behalf of my uncle, regarding an ongoing and unresolved issue with his checking account at Webster Bank. I hold Power of Attorney due to his lifelong disability and have been assisting in trying to report fraudulent, recurring charges dating back to March 2025.

      Despite multiple calls to customer service, we’ve been unable to make any progress. Each time, we’re told that his identity cannot be verified over the phone and that a visit to a local branch is required. As we've repeatedly stated to them, my uncle no longer lives near a branch, and we have already submitted a valid photo ID via email for verification purposes. Unfortunately, there has been no follow-up or resolution.

      This delay is causing financial harm. The fraudulent charges total $157.35 per month, and the most recent one resulted in the account becoming overdrawn, triggering a $35 overdraft fee.

      We are formally requesting the following actions:

      - Immediate escalation of this issue to a manager or appropriate department
      - Investigation and reversal of the fraudulent charges
      - A refund of the overdraft fee
      - Closure of the account

      This matter is time-sensitive and has gone unresolved for far too long.

      Business Response

      Date: 06/26/2025

      We have no record of any client with the information provided. Please provide specific information so we can locate this client. Also, please advise if POA documents have been provided to Webster Bank or not. Without those we are unable to assist. 

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      the short of of the long. after taking an unusually long time to open a fund the ********************************** online account, I successfully funded the account.
      I have been unable to enroll in the online banking. I have called their customer service multiple times over the past few weeks and they have been unable to tell me why I am unable to enroll in online banking. I have opened a case with them, but they have never responded with a case status or update. Brio case number ********.

      Business Response

      Date: 06/23/2025

      Please be advised that this matter was resolved today. *** ****** was contacted directly and a written response dated for today, June 23, 2025, was mailed to him addressing his concerns. 

    • Initial Complaint

      Date:06/17/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Complaint Against: Webster Bank, N.A.
      Date of Incident: June 16, 2025, at 4:33 PM

      I am filing this complaint to express my concern regarding Webster Bank’s policy on providing access to past mortgage statements. On June 16, 2025, at 4:33 PM, I contacted Webster Bank to request copies of 13 past mortgage statements, from September 2022 to October 2023, that are no longer accessible through their online mortgage portal.

      I am fully willing and able to download and print the statements myself; however, the specific mortgage statements I need are not available online. When I contacted the bank, I was informed that in order to obtain printed copies, I would be required to pay a $5.00 fee per statement, totaling $65.00.

      I find this fee to be unreasonable and excessive, especially given that these are my own financial records and should be readily accessible to me as a customer. It appears that Webster Bank has access to these documents but restricts customers from retrieving them independently, thereby forcing them to incur unnecessary fees.

      In comparison, I have made similar requests from other financial institutions, including ******* *********, ************, ****, and ********. In all of those cases, either the statements were accessible online at no cost, or the institutions mailed them to me free of charge upon request.

      I am requesting that Webster Bank either:

      Mail me the 13 requested mortgage statements (September 2022 to October 2023) at no cost, or
      Make the statements available online so I can download and print them myself.

      I believe this is a reasonable request and in line with practices at other reputable financial institutions.

      There are two address for Webster Bank, N.A listed on my mortgage statement:

      **** *** *** ********** ** **********, ###-###-#### and
      **** *** ***** ******** ** ********** (where checks are made payable)

      Thank you.

      Business Response

      Date: 06/20/2025

      Please be advised that a written response dated June 20, 2025 was mailed to *** ***** addressing her concerns along with the requested documents as noted in her complaint.  

      Customer Answer

      Date: 06/27/2025

      Complaint has been resolved satisfactorily. 

    • Initial Complaint

      Date:05/27/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      I have been told by **** ********* ******** ( Webster bank credit card) that if I pay off my credit card balance that I will continue to get a bill charging me for back interest which is not displayed on my bill. I have never encountered this before once I pay off my new balance that is the end. Is this true can elan do this? In other words I am being told if I pay off my total new balance I will continue to get billed for past interest

      Business Response

      Date: 05/27/2025

      Please note that the account referenced is for a credit card issued by **** ********* ********. As owner, issuer and creditor, the complaint should be directed to **** ********* ******** who will respond to the complaint directly.

    • Initial Complaint

      Date:04/17/2025

      Type:Product Issues
      Status:
      Answered
      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.
      I placed a stop payment on the amount of $400 and was told that the money would be credited to my account by 4/16/2025. Whenever I call to speak with someone I’m being put on hold for long wait times with no explanation why money has not been credited yet. I need my $400 to be credited immediately. Webster bank has done this to other individuals as well. I have been with this bank for a long time and they have gotten very unprofessional!! I will be contacting my attorney next!

      Business Response

      Date: 04/28/2025

      Please be advise that a written response dated April 28, 2025 was mailed to *** ***** addressing his concerns.

    • Initial Complaint

      Date:04/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Webster Bank transferred money from my savings account to my checking account for a large amount of money without my knowledge or authorization. It has been a week with no answer to who is playing with my money. This is of great concern. I reported this to Webster at 9:01 a.m. on 3/27. I need an answer as to why this happened and is my money safe.

      Business Response

      Date: 04/16/2025

      A written response dated April 16, 2025, was sent to *** ******** addressing their concerns. 

      Customer Answer

      Date: 04/17/2025



      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

      Date:03/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I requested my investments be transferred to a new back over a month ago. Webster Bank has yet to complete these transfers and does not respond to my emails or phone calls. I am very frustrated with the lack of communication regarding thousands of dollars in investments.

      Business Response

      Date: 03/27/2025

      Please be advised that this matter has been forwarded to *** for further review and *** will be responding to the client upon the completion of their review. 

    • Initial Complaint

      Date:02/24/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      I have a **** ****** online savings account with Webster bank. In 2023 I got a new phone and needed to change the phone number associated with my account to update the 2FA. I have been subject to absurdly high levels of verification and not permitted to change my phone number even though I have been able to provide the correct name, birthday, social security number, account number, previous driver license number, current ID number, etc. I have been on the phone with multiple supervisors who said they would call me back to assist me with this issue and have never received a call back. I have even gone so far as to provide sensitive identification information to [email protected] to no avail. Although I have had extreme difficulty changing my cell phone number - I was able to change the physical address on file with ease and receive documents with my financial and account information to my current address with significantly less security screening. This makes no sense from an account security standpoint. I understand that verification is important, especially for an online only bank account, but this excessive and inflexible policy has prevented me from accessing my online account for more than a calendar year at this point. I do not even have the option of verifying my identity at a physical branch - even though Webster bank has physical branches and **** is owned by Webster. This policy is completely unacceptable and inaccessible to many people and needs to be changed.

      Business Response

      Date: 02/27/2025

      A written response dated 02/27/25 was mailed to the client (** *** ** *****) to address their concerns. 

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I've been in contact with the *** and Webster Bank to find out what happened to the amount of funds that were Levied from my account on 12/12/24 in the amount of $2,833.43. The bank clearly has taken the funds but the *** says they never received them. No one has answers for me. I will have no choice but to hire counsel if this does not get resolved soon.

      Business Response

      Date: 02/28/2025

      Please note that *** ******* was contacted directly and a written response dated February 28, 2025, was mailed him addressing his concerns. 

    • Initial Complaint

      Date:02/18/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      They will not give me the email address to send my father's death certificate on the weekend.

      They insist I have to call during their business hours to close the account. I live in *** ******* and don't have time to deal with them during the week. My father's account has a zero balance. This is silly.

      Business Response

      Date: 02/18/2025

      Please note that due to the lack of information provided on the account owner, we are unable to address this matter further. We recommend *** ******* reach out to the owner's local banking center during regular business hours. For security purposes, we are not able to release account information without proper Court documents to show who is authorized to act on behalf of the deceased estate. 

    Webster Financial Corporation is NOT a BBB Accredited Business.

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