Business Profile

Bank

Webster Financial Corporation

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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

Customer Complaints Summary

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

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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:01/31/2025
Type:Customer Service Issues
Status:
ResolvedMore 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.
On January 28, 2025, our relative who is staying with us, noticed mail that was incorrect that was sent from Webster Financial on behalf of **********. Webster Financial Corporation was contacted and notified on January 28, 2025 about sending the mail to the wrong address. My relative initially spoke to a male representative but didn't catch the name, then she was transferred to someone named Mark W****. Mark W**** wanted her to send the document back to him but it was shredded due to her not trusting his intentions. Now my household is being harassed by Mark W**** with *** *** *** documents being sent to our home.

I am requesting that your company please stop with sending unnecessary documents to our home. I can confirm that in the past we sent back the incorrect mail to the post office stating "Wrong Address" on the envelope.
Business Response
Date: 02/03/2025
A written response dated February 3, 2025, addressing the concerns outlined in the complaint has been sent to Ms. ****** via ** ****** *****
Customer Answer
Date: 02/03/2025

Complaint: ********

Please refer to Reference Case Number: ******* from Mark W***.

Sincerely,

***** ******
Business Response
Date: 02/04/2025
As communicated on February 3, 2025:
A written response dated February 3, 2025, addressing the concerns outlined in the complaint has been sent to Ms. ****** via ** ****** *****
Customer Answer
Date: 02/11/2025

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:01/22/2025
Type:Product 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.
on january 13th and 14th, 2025, there was fraudulent activity with my bank account. on these two days, a total of 2,982.01 was stolen out of my account. I filed a complaint with the bank and they closed the cases. they did not resolve my case. my debit card was stolen and someone used my card and caused fraudulent activity. I would like to receive my money back, due to fraudulent activity. The Fraud dept for the bank, reference # for the cases are ******** and ********.
Business Response
Date: 01/28/2025
The client has been sent a detailed response addressing the concerns outlined in her complaint *** ** ****** ****.
Initial Complaint
Date:01/21/2025
Type:Service or Repair 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.
I have been experiencing ongoing problems with ***Bank. As a result of my retirement from Yale New Haven Hospital I was given a $6000.00 ***.
Each and every time I submit a claim for reimbursement unless it is a perscription copay they give me the go around. I submit the information: They say they don't have the information, can't read the information, or don't cover the product or service. Then depending if I have submitted the information or not they'll say they need a receipt where everything is on one page. If I give them that they will say they can't read the information or create some other ridiculous requirement I have not met or was never informed of. They can be reached at ###-###-####. I plan to try and contact the insurance commissioners office for the ***** ** *********** as well.
Business Response
Date: 01/28/2025
A written response dated January 28, 2025 was mailed to Ms. ******** addressing her concerns.
Initial Complaint
Date:01/08/2025
Type:Sales and Advertising 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.
I have been trying to stop making payments from my business account and they are not able to stop this payments from bill pay.
Business Response
Date: 01/10/2025
A written response dated January 10, 2025, was mailed to the client addressing their concerns.
Customer Answer
Date: 01/18/2025
I have received letter stating they are reviewing it only and has not resolved anything.
Initial Complaint
Date:12/31/2024
Type:Service or Repair 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.
Have an inherited IRA which I get a annual check. Needed to file change of address and advise never recd check. spoke w/CSR 12/19/24 states will do all updating and look into getting my check, called agoan 12/26, nothing as done and was advised need to go to bank. Bank in **, I now live in **. spoke w/ 7 CSR's, 1 supervisor ( other did not call me back) for over 1 hour each time, requested they put a stop pay and issue another check. Told me cannot do that, have to wait to see if they ever get the check back.. Decided to close the account. again was told have to go to bank, again told them live in **. gave me # of NY bank where I have the account. Called and AGAIN told need to come in. AGAIN told live in **. Was told to talk to my accountant or go to my bank in ** and MAYBE they can help me. I asked why they cant just send me any paperwork to file out. I was speaking with Aja who told me she did not know!! I asked if she could find out and she kept telling me to go to my accountant or my local bank where I have accounts. She was extremely rude and kept telling me she did not know what to do. I kept asking her if she could find out and finally she said she would see. She called me back and stated I needed to send a letter to the bank requesting to close out my IRA, when I asked exactly what the letter needed to include, she was very nasty and said " I told you to send a letter" I finally got all the info I needed.
This is the worst bank I have ever dealt with. Which is why I am closing the IRA account as I have no desire to ever have any other dealings with this bank.
Someone that knows what they are doing, needs to contact me to discuss all details of my account.
Business Response
Date: 01/09/2025
Ms. ****** was contacted directly on January 3, 2025 to address her concerns. Additionally, a written response dated January 9, 2025 was also mailed to Ms. ******.
Initial Complaint
Date:12/17/2024
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.
I always pay my bills on time. For years I have had 2 credit cards from Webster Bank. I always pay a few days before the due date and have never been charged a late fee. I usually pay online or on the phone. Recently they changed the website to one that is very confusing. I had to go back to calling on the phone to pay my bills. In November they charged me a late fee. I paid on Thursday, November 7th to the bank for a payment that was due on November 9th. After a few days I noticed that I was charged a late fee. So, I called to find out why I was charged a late fee and the woman said that my payment was late. The representative told me that it was processed on the 10th. I told her that I paid on the 7th and she said that it is when they receive the payment and not when it was submitted. If they are unable to process the payment for 3 days, I don't see why I should be penalized for their slowness in processing. Well, I convinced her to reverse the charge. Then came to paying on Saturday, November 7th and again the exact thing happened. For years I have paid my Webster Bank cards a few days before and no matter if I paid on the weekend or weekday, I was on time with the payment and never got a late fee. Ever since they changed their website I have been getting late fees. After having these cards all these years I never had a problem except for once in 2023 when I had to have emergency surgery. I called once again and told them that I paid on Saturday the 7th, but once again it wasn't processed until December 10th. She had me to talk with the manager and she said there was nothing she could do. I do need to mention that the website said they didn't get my payment so when I called I mentioned this and she said she couldn't find a payment. So I paid the bill with the woman on the phone. When I got my latest bill, I found out that the bill was processed several days after I paid. It showed 2 payments. There is either some new policy, trouble in the processing dept.
Business Response
Date: 12/27/2024
A written response dated December 27, 2024 was mailed to Mr. ****** addressing his concerns.
Customer Answer
Date: 12/27/2024

Complaint: ********

I am rejecting this response because: I paid my bill days before my due date. You are ripping me off and ruining my credit because you don't process payments in a timely manner. Something is very wrong with Webster Bank and I am not letting this go. You have no right to steal money because you are finding it so difficult to get it together and arbitrarily change the policies to suit your pocket books. You needed to send me a letter that informed me of your policy change.or figure out what is wrong with the your computer system that processes payments. There is a problem there that needs fixing.

Sincerely,

***** ******
Business Response
Date: 12/30/2024
December 30, 2024
The client was sent a written response dated December 27, 2024 addressing the concerns outlined.
We have nothing further to add.
Customer Answer
Date: 01/07/2025
I sent a lengthy response. Where did it go? I will contact ******* **********. He will help me out.
Initial Complaint
Date:11/23/2024
Type:Customer Service 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.
Webster has been my bank for the past several years, this is a small checking account for minimal purchases like gas+ online subscriptions, store purchases, etc. This act does not have much funds in it so it would not be a high target for fraud, period. I travel back+forth to ***** so that would not be abnormal for me & has never caused any fraudulent "flags" previously, nor to my daughter or husbands cards on their Webster accounts. Suddenly 3 weeks ago things went crazy: my card started to be declined with no warning, and no call or text from Webster. I was in line at the ********* Store in ******* ***** with my grandchildren and a huge line of ppl and my card was declined even when I used the pin. My daughter had to pay for the purchase and 30 minutes later on the phone with Webster I find out it's bc their system flagged my card for "unusual activity" and shut down my card! Their rep asked me a bunch of questions and released the card and told me I need to let them know when I travel to ***** next time. I explained this is NOT unusual for me and that my whole family does this regularly. 2 days later it happens again at the gas station when I tried to pump air for $2 into my tires. Declined. Again the bank rep makes me answer a litany of fraud questions and turns the card on. Again I explained I regularly travel to ***** and that I had just explained this to a rep 2 days before so this should not have happened! Then last week I made a purchase fir my daughters bday at a gift shop ysing ****** 3 days later I get a text from Webster asking if I made a 0.00 transaction using ******. I called the bank and told them I did use ****** to buy my daughters gift and it probably took a couple of days to process. I know the girl who owns the shop. Now today I just tried to use my card to pay my ******* act and it was declined. 2 hours on the phone and Webster says they turned my card of as stolen "for my own protection" when I am 6 hours away from home!!!
Business Response
Date: 12/09/2024
A written response was mailed to the client addressing their concerns.
Initial Complaint
Date:10/25/2024
Type:Service or Repair 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.
A few weeks ago, my debit card information was compromised via fraudulent charges and Webster Bank cancelled my debit card. They did not notify me via phone, email, or physical mail, and I only learned that my card had been cancelled when I tried to complete a transaction and it was declined. (This is the 3rd time my debit card has been cancelled without my knowledge since I started banking with Webster in 2018) At this point I called Webster, went through the charges with a representative, and confirmed which ones were fraudulent. I asked why I was not notified about my card being cancelled (for the third time since I have had a Webster checking account) and I received no answer. I was then told I would receive a new card in 7-10 business days, and when I explained that I am completely without access to money, the only solution that was offered was for me to pay them an extra $60 to expedite my card in about 3 business days (this was a friday, so this would barely have been helpful). I chose to open a new checking account with capital one and transferred the majority of my funds over to that new account. By the time my transfer had been processed, my account had insufficient funds to complete the transfer. I incurred 3 separate overdraft fees of $35 each (one of the transactions was a $2.12 auto draw for a payment processor with whom I had already updated my new checking account info) while I had no access to my checking account funds due to Webster’s negligence, and upon noticing this I called Webster to explain the situation and was told there was nothing they could do other than waiving a single overdraft fee as a “courtesy.” I still have not received an answer as to why I was not notified about my debit card being cancelled 3 separate times, and why overdraft fees incurred while I had no access to my checking account were my responsibility. Worst and most unhelpful customer service I have ever dealt with.
Business Response
Date: 11/01/2024
November 1, 2024
A written response dated November 1, 2024, addressing *** ********s concerns has been sent via US Postal mail to the address provided.
Initial Complaint
Date:10/21/2024
Type:Product 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 3:20 PM, August 12, 2024, deposited $67 @drive-up ATM Webster bank *******. The screen noted a processing problem, got a receipt stating: 'We encountered a problem returning your cash. Please contact your financial institution.' I notified the bank there who said they can't help me, said to call the 800 number. Called 800 #. they said they would 'look into it.' I made a return call on 8/13 at 1:40 PM and was transferred to the 'Fraud Dept'. Dineene set up a case number (********) to investigate. On 8/15 a 'Provisional Credit' was applied to my account. On 9/15 the credit was removed. 9/16 called C/S: 'We'll contact you in 2 days.' (never did). On 9/23 @ 12:52 PM called C/S, after 40 min. investigating Danette said: 'We can't help you', transferred to 'Debit Card Services.' Ira @ DCS tried, then transferred me to Mae who said: 'Sorry, can't help you.'
Transferred me to Leveida who said: 'Financial Services' will help you.' Another 40 min. on hold, then returned and stated: 'We can't help you.' then automatically transferred me back to Debit Card Services. At 2:46 PM I was disconnected! Called C/S back 3:10 PM, Taisha said: 'We'll set up a conference with 'Card Holder Services.' On hold till 3:30, then the call was terminated. I called back 3:37 demanding a supervisor, Daniel Said, 'We'll do a 'Service Request Form' (case #********), You'll be contacted within 2-3 business days.' Called 9/30, 1:39 PM, Mike said, 'Re-initiate a dispute for 'Regulation E' then a transfer 'Fraud Service', Jay there said, 'Can't help, go to your local institution'. then @2:20 PM an operator transferred me back to 'Card Services' (Supervisor Jane). The connection was bad and the call terminated. Oct 10 called C/S, Elena said, 'Looks like a runaround', went to 'Central Deposit Processing', Ewana said, 'All set. By Mon - Weds will receive verification.' Oct 16 call to branch Mgr, Mike said, 'Webster did due diligence, assumed nothing wrong happened, so no possible cash back for you!'
Business Response
Date: 10/28/2024
A written response addressing the client's concerns was mailed to him on 10/28/2024.
Customer Answer
Date: 11/01/2024

Complaint: 22450325

I am rejecting this response because:

Concerning the letter I received from Webster about a 'goodwill gesture' deposit of $67 to my account... apparently Webster doesn't want to accept the responsibility of an ATM failure. Implying that my credibility in this case could be questioned is hurtful and demeaning. I can see only two possibilities in this case, the first being what I just mentioned above, and the second being the competency or honesty of the party who did the count totals on that ATM. There is no question, no doubt whatsoever that the machine took my $67. And although I now consider this case closed, the time lost and the mental suffering Webster put me through for those two months will never go away.

Sincerely,

*** **********
Initial Complaint
Date:10/09/2024
Type:Product 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.
A mistake payment was sent electronically to the through Webster online bill payment to a closed retail credit card of ***** ***** bank. ***** ***** claims that it was a closed credit card account and that they sent back the payment to Webster Bank. So far we haven’t been credited back the money to our checking account this has been going on since the end of August 2024. With no real help from Webster Bank. We have gone to the Webster Bank branch in ************* with no resolve in this situation.
Business Response
Date: 10/23/2024
Mr. **********, has been contacted directly and we continue to work with him to resolve this matter.

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Webster Financial Corporation is NOT a BBB Accredited Business.