We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bank

Webster Financial Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bank.

Complaints

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

Find a Location

Webster Financial Corporation has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/02/2024

      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.
      Roughly 1 year ago, Webster overhauled their Digital Banking Services. Prior to this overhaul, I had established AutoPay/ Auto ACH from my checking account to pay my mortgage on time each month. . About 1 month ago, I received a letter from Webster indicating my homeowners taxes were increasing - this happens every year. I logged into my account online and had to establish AutoPay as my previous payment plan was not available - they payments only listed as "posted" or "complete".

      This month, my mortgage is pulled twice from my checking account - both for the newly correct amount. I called Webster to correct the issue and explain all the information above. One payment had posted, the other was pending from my checking account. Both the care center agent I spoke with and her supervision indicated this my banks doing and it was on them to correct. I called my bank - they indicated this was incorrect. I called Webster back and spoke with a different care center agent and explained everything again. He immediately say what I was referring to - identified the problem and indicated the problem was on Websters side.

      Care center agents and their supervisors need better training - this was completely avoidable and now I have $double digits in my checking account.

      Business Response

      Date: 10/07/2024

      October 7, 2024

      To whom it may concern: We have been in contact with Ms. ******* and have addressed her concerns and resolved her issue.

      Thank you.

    • Initial Complaint

      Date:09/20/2024

      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.
      My mother and I have been customers of Webster Bank for decades. I have been transferring money from her account to her bank in ****** for the last 10 years without issue.

      Suddenly, in December, when I transferred money, the bank's updated wiring system converted the US dollars to ****** currency, and then converted again to US currency, resulting in a loss of $211.15.

      The wire transfer dated Dec. 4 for $5,000 USD was transferred to the ****** bank account for only $4,788.85 USD.

      I have repeatedly sought a refund for the $211.15 that was erroneously lost in the transfer.

      I have met with the manager several times, with no resolution.

      I am upset with the lack of communication regarding my concerns, and the lack of resolution for this error.

      Business Response

      Date: 10/02/2024

      A written response dated October 2, 2024 was mailed to Mr. *** addressing his concerns. 

    • Initial Complaint

      Date:09/06/2024

      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 called about an incident that I was having with an overdraft fee. I put cash money into the A webster a.t.m. More than the actual overdraft fee. Which should've brought my account up to nineteen hundred and some change. About two hours after depositing the money. A webster bank employee from the Webster big fraud department had frozen my account. When I realized this, I immediately called customer service. Would they then put me on? Hold and transferred me over to a wicked customer fraud. Department employee. She was absolutely horrible. She had absolutely no intention on helping me.She spoke to me as a thief. Belittled my feelings As I explained to her, the money that was being deposited was not only for bills but for schoolAs I explained to her, the money that was being deposited was not only for bills but for My son's school clothes. He was starting school the next day and needed clothes and supplies. She then told me that that was not her problem that nothing I was saying to her was making any sense. She then told me her herself froze my account. This was about three o'clock in the afternoon. Where webster bank branches close at four p m. To make matters even worse I had to wait till the next day to go into a branch to get my money back. Were they then close my account immediately with no explanation? No attempt to figure out what was going on. This was my bank, That I entrusted my money with Who looked at me as a thief treated me like dirt. I have never received any call back about my complaint.Directed to webster. And I really want a result on this. I am a human being. I worked through a pandemic with no stopping. I put my life on the line every day as a nurse. I work twenty hour days, sometimes Sixty hour weeks. And to be treated so horribly By a customer service, representative with absolutely no compassion or empathy. I would really like to get a result on this complaint.As soon as possible.

      Business Response

      Date: 09/18/2024

      A written response dated September 18, 2024, was sent to *** ****** addressing her concerns. 

    • Initial Complaint

      Date:08/23/2024

      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.
      On 8/15/2024 a ***** transaction was done for $995.00 after attempting to send $995 it says failed transaction. I called ************ spoke to Ray and he said funds cannot be released until 15 days, the problem is I spoke to several workers in the Bank who gave different information. Sonia told me the most it will take to refund my money was 5 business days. Today is 5 business days and money was not credited to my account and today I spoke to Ray who now says it’s 15 days. In the mean time I’m at lost of $995 dollars and neither ***** or Webster Bank can give me a definite day as to when my funds of $995 will return. Please Help.

      Business Response

      Date: 09/06/2024

      A written response dated September 6, 2024 was mailed to *** **** addressing her concerns. 

    • Initial Complaint

      Date:08/01/2024

      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 got a text from my bank fraud dept. asking if I made a charge in ********** at a restaurant, before I answered I went to my online banking and seen there were 2 different charges, 1 for $40+ in ********** and 1 for $125.00 in ***** I called the fraud dept asap and spent over 90 minutes with them explaining I live in Massachusetts and have never been to ***** or ********** that these charges are fraudulent, 10 days passed and the charges are still there, I called them back and after another 40 minutes on the phone they said they never recieved my phone call, I have phone records with time proving I did call, they won't refund my money or reissue a card

      Business Response

      Date: 08/02/2024

      Mr. ****** was contacted directly, and a written response dated August 2, 2024 was mailed to him addressing his concerns. 

      Customer Answer

      Date: 08/11/2024

      They have not permanently refunded my money, they "Temporarily " refunded it until their investigation is over, when it is a permanent refund then it will be resolved for me, but at the moment it is not resolved

    • Initial Complaint

      Date:07/29/2024

      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.
      Webster, subsidiary *** **** has been charging me a phantom charge called "fee distribution" $2.50 monthly which isn't listed anywhere on fee schedule for last 8 months. Called and rep couldn't explain fee. Only refunding me 2 months' worth, this is blatant fees without explanation. I will be leaving this business asap for ********. I fighting for the principle of the matter

      Business Response

      Date: 07/31/2024

      On July 30, 2024, Mr. **** was contacted directly and a written response dated July 31, 2024, was mailed to him addressing his concerns. 

    • Initial Complaint

      Date:07/16/2024

      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.
      On May 9th, 2022 - I entered the ******* ** Webster Bank Branch and opened up a business account and personal account with Branch Manager Heidi P*****. I had past accounts from 2019 and 2021 that were charged off and needed to be paid before opening accounts. I settled these accounts prior to opening the two new accounts. Fast forward to 2024 - I had to freeze my accounts and because too much time lapsed, I have to reopen new accounts. When I tried to reopen accounts - these charged off accounts from 2019 and 2021 are still showing up as not settled and outstanding. I spoke to a customer care representative regarding this. They recommended I reach out to Heidi, which I did on 7/1/24 via email and I have not received any response as of today, 7/12/24. The rep was also emailing her. I currently am not able to open any accounts until this is cleared up........

      Business Response

      Date: 07/26/2024

      July 26, 2024

      RE: Letter to the Better Business Bureau, Case # ********,
      Ms. ******* *****

      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
      26, 2024 has been mailed to the address on file addressing the concerns
      outlined in Ms. *****’s complaint.  

      Sincerely,

      Judy B****, VP, Manager Client Relations
      Office of the President, Webster Bank, N.A.

    • Initial Complaint

      Date:06/11/2024

      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.
      Since the 4th of June 2024, I have been trying to make an online transfer from Webster Bank in *********** to my back in ******* *****. The account has been locked for some time now. Customer service said on the 5th of June 2024 at about 1:20 PM that it would take 12 to 24 hrs to fix. On the 6th June 2024 at about 2:30 PM it was still locked. Called again and spoke to Rep: Hector and I asked for a supervisor. Hector said no, that he would have to escalate the matter first and provided ref# **** **** at 3:04 PM. Waited the 48 hrs. and still locked out. The actual message is: "Your account is locked. To complete your request, call Customer Support at ###-###-####." Called again on 10 June 2024 and spoke to Rep. Kimberly. She said nothing she could do and wait a few days. I asked for a supervisor and she said that it wouldn't help and she hung up on me. I tried calling back to file a formal complaint and this time I could not get through to service rep.

      Business Response

      Date: 06/12/2024

      A letter dated June 12, 2024 was mailed to Mr. ******** to the address on file addressing his concerns. 

    • Initial Complaint

      Date:05/29/2024

      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 open a money market account with Webster Bank. I just noticed on my invoice for April and May that they are charging $8.00 for maintenance fee. I called customer service and they don't know why they are charging me 8.00. My husband has a money market account just like mine and he isn't getting charged a maintenance fee. How can they did it to some and not others. I've been with Webster Bank for over 15 years. They never sent a notice for the charge. If they did I would of closed that account and went to a different bank for a money market account.

      Business Response

      Date: 06/05/2024

      June 5, 2024

      Ms. ********** was contacted by phone and her concerns addressed. 

      Thank you,

    • Initial Complaint

      Date:05/22/2024

      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.
      I had a cd mature on may 10 2024. I called bank to withdraw. Was sent a secure email from then on may 13 confirming they would send my funds via ach.

      I have called 3 times and emailed multiple times and am told each time they are backed up and it would be sent the next day.

      It never happens. They will not send my money and now have renewed the cd at a lower than market interest rate

      This is fraud and I want my money

      Thanks

      ****** ****

      Customer Answer

      Date: 05/22/2024

      This has been resolved as they have processed my withdrawal today

    Webster Financial Corporation is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.