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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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    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:05/22/2024

      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.
      CD matured 5/12/2024. I was directed top telephone Webster/**** on 5/13/2024, which I did. Agent told me to look for message in my Webster messages, which I found and responded to, as directed, with wortd "accept" on 5/14/2024. Agent had asked me for routing number acct number for receiving institutioin. These facts are eerily similar facts to BBB complaint found at BBB sitse dated 5/9/2024. In both cases, with several followups on my part, we have been told it is slow since "so many C Ds to process." I was told by agent Melvin on 5/18/2024 that I should dexpect funds by today. Today's agent, Neisha, told me probably next week. This is going to force me to miss 10 day window to cash in CD. I want my original funds, and all interest earned to date, deposited in my receiving account immediately. Respecfully, customer in *******

      Business Response

      Date: 05/29/2024

      A written response dated May 29, 2024 has been mailed to Ms. ******** addressing her concerns. 

    • Initial Complaint

      Date:05/21/2024

      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 opened a 12-month CD with **** ****** (Webster Bank). It matured 5/11/2024. I've called almost every day to try to get the money transferred so that I have access to the money however I keep getting the run around. I even made contact 5/8/2024 via secure message to make sure I had proper instructions. I've done everything I've been asked in a timely manner and still can't get access to my money. I've asked for escalation and had zero success.

      Business Response

      Date: 05/23/2024

      On May 21, 2024, the client was contacted directly and a written response dated May 23, 2024 was mailed to Mr. **** addressing his concerns. 

      Customer Answer

      Date: 05/24/2024



      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:05/21/2024

      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.
      In May of 2023, I purchased 4 tickets through ******** for the ******* playoff game through ***** ***. The transaction didn’t go through properly for some reason as it kept loading and freezing while trying to process the payment. The site eventually froze and I had believed that it didn’t go through as I had 4 blank tickets on my screen. The deal was good, and it was only a few days before the game so I had purchased the tickets a second time on my credit card since the original 4 were blanks. I was under the assumption that I had these tickets (the blank ones) in my possession, however I needed to complete payment to see them. After the purchase, I had realized that my original payment (through Webster) did go through for the 4 blank tickets and now I had 4 real tickets I purchased through my credit card (another financial institution). I tried to dispute the original purchase (as I was not able to use 4 blank tickets) and the seller at the time told me to dispute it with my bank. Then, Webster told me to dispute it with the seller. I tried both and didn’t get anywhere. I submitted a dispute through my bank with evidence and all that, so they gave me the money back and I thought everything was all set, and then when I was on vacation last year they went into my bank account and took the 1,200 out again and claimed that I didn’t submit evidence, even though I had twice at that point. Then my bank got bought out by another company and they claimed they had no record of any of this happening. Under Regulation E, I disputed my transaction in a timely manner for service(s) that I did not receive. This transaction should be rectified as I did provide evidence and originally received my funds back that were wrongly withdrawn from my account again. I am asking the bank to re-open an investigation and return the funds from the original transaction.

      Business Response

      Date: 06/03/2024

      A written response dated June 3, 2024 was mailed to Mr. **** addressing his concerns. 

      Customer Answer

      Date: 06/06/2024



      Complaint: ********



      I am rejecting this response because: I have not received any written response.



      Sincerely,


      *********** ****

      Business Response

      Date: 07/02/2024

      Please be advised that an acknowledgement letter dated May 21, 2024 was mailed to Mr. **** to acknowledge receipt of his notice to the BBB. A written response dated June 3, 2024 was mailed to Mr. **** providing an explanation to address his concerns. The matter was fully reviewed and address in our response. 

    • Initial Complaint

      Date:05/17/2024

      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.
      *******, which administers our *** account, has this on their web page: Plan Administrative Services and Benefit Services are administered by Webster Servicing LLC.

      The software to submit claims DOES NOT ALLOW for medical mileage when paying a provider directly, which is in violation of the IRS publication 502, ****************************************, which states that "Standard mileage rate. The standard mileage rate allowed for operating expenses for a car when you use it for medical reasons is 22 cents a mile.", but the ******* website does not provide any way to claim this qualified medical expense when reimbursing a medical provider through the website, or when using the debit card provided by ******* to pay a provider at time of service.

      Business Response

      Date: 05/29/2024

      *** *** ****
      *** ****** ** *** ****** ******** ******* **** * ********* ******* *********
      ** **** ** *** ********
      At Webster and *** **** we strive for excellence in
      everything that we do and take pride in our customer service. A written
      response dated May 29, 2024 has been mailed to Ms. Dimitruck’s  address on file addressing the concerns
      outlined in her complaint.  
      Sincerely,
      Judy B****, VP, Manager Client Relations
      Office of the President, Webster Bank, N.A.

    • Initial Complaint

      Date:05/09/2024

      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.
      Webster/**** bank has refused to release over $250,000 I invested in CD, despite repeated attempts to get funds delivered to my bank after I redeemed CD at end of term.
      My initial contact was April 29 — I spoke with agent, she went through verification process, and I provided all requested info (bank name, routing number etc). At end of call Agent confirmed my account was closed and funds would be delivered to my bank within 3-5 business days.
      On 5th day, I contacted **** as no funds had been received. Agent told me I had not replied to message they posted to my online account. I was never told in first call to check for online message, and never received email notifying me of message. While agent was on phone, I found message, which restated info I initially provided. The agent told me to state ‘accept’ and reply to message. Agent then confirmed I would receive funds by wire transfer within few hours. When funds were not received, I called **** the next day. I was put on hold multiple times while agent tried to get through to ‘the department that handles these transfers’. Agent eventually suggested he could arrange to have department contact me, so I didn’t have to stay on phone, and they would call me within hour or so. Hours later I received no call, so I called again, and spoke to same agent. He again tried to reach ‘ the department’ several times, and explained **** is swamped and understaffed.
      The next day I called **** early, and agent told me funds haven’t been released because **** could not confirm my bank account was not a new account, and I had to submit recent bank statements to prove ownership. After I told agent I had same bank account for 40 years, he put me on hold, then stated the funds would be delivered in 2-3 business days. When I asked that funds be wired, given ****’s extreme delay, he said it would take just as long to wire as to use ACH transfer.
      I am still waiting for funds. Based on other reviews I am very concerned.

      Business Response

      Date: 05/14/2024

      May 14, 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 May
      14, 2024 has been mailed to Ms. ********’s  address on file addressing the concerns
      outlined in her complaint.  

      Sincerely,

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

      Customer Answer

      Date: 05/19/2024



      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:03/26/2024

      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 ****** ****** has been banking with Webster bank over 30 years w ***** *** and ***** ******r in ******* **. She has multiple accounts with multiple banks . She requested a manager via telephone and the customer service rep denied her request, berated an 80 yr old and was evasive. The banking rep was discriminatory, rude, abusive and confrontational . I advise all seniors and disabled to avoid this bank as they engage in unfair and deceptive rede practices with my mother. She paid 98.22 for checks that they mails a second time again to the wrong address, no one contacted my mother, and they charged her acct for something that she never received !!!
      The rep should be fired due to his rude treatment of an elderly disabled long time customer.

      Business Response

      Date: 04/03/2024

      A written response has been mailed to the account owner on April 3, 2024 to address the comments outlined in the BBB submission. 

    • Initial Complaint

      Date:03/14/2024

      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.
      the ******** ** Webster Bank branch manager, Kelly M*******, would not let me and my wife deposit a check at the drive-up window on March 12,2024.

      Business Response

      Date: 03/20/2024

      A written response dated March 20, 2024 was mailed to Mr. ***** addressing his concerns. 

      Customer Answer

      Date: 03/25/2024



      Complaint: ********



      I am rejecting this response because:

      I have not received any correspondence from Webster Bank. 

      This is another display of Webster Banks total disregard and harassment of us and other ***** people.



      Sincerely,



      ****** *****

      Business Response

      Date: 04/12/2024

      A written response was mailed to the client's address on file as indicated in his complaint on March 20, 2024. We have resent a copy of that response today, April 12, 2024.

    • Initial Complaint

      Date:02/29/2024

      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 closed my accounts in October 2023. When this was done they revoked my online access to my statements. Now they want to charge me $ to get my statements. I was NOT told that I would not be able to access my statements after closing. I would have printed them before I closed the account. Funny thing is that I was enrolled for paperless statements...so I never received my final statements AT ALL.

      Business Response

      Date: 03/07/2024

      ***** ** ****
      *** ****** ** *** ****** ******** ******* **** ********** **** *****

      ** **** ** *** ********


      At Webster Bank we
      strive for excellence in everything that we do and take pride in our customer
      service. A written response dated March 7, 2024 has been mailed to **** ******* address on file addressing the concerns outlined in their complaint.  

      Sincerely,

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

    • Initial Complaint

      Date:02/28/2024

      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 stopped by the Webster Bank located at *** ******* ***** ** ********** ** ***** on February 10th and 11th 2024. In order to deposit my check of. i went to the atm where it said that i had a problem with my card this happened 3 times so i went inside to the manager who reset my pin and then sent me back outside to use the atm where it ate my check. When i returned inside i was told that i had to wait until they opened the machine on Monday. Okay i waited until Monday and was told that their was no check.
      Yet when I asked the establishment that issued the check they stated that it was cashed but i do not have that any money in my account!

      Business Response

      Date: 03/13/2024

      ***** *** ****
      *** ****** ** *** ****** ******** ******* **** ********** *** ****** ******

      ** **** ** *** ********

      At Webster Bank we strive for
      excellence in everything that we do and take pride in our customer service. A
      written response dated March 13, 2024 has been mailed to Ms. ******** address
      on file addressing the concerns outlined in her complaint.  

      Sincerely,

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

    • Initial Complaint

      Date:02/16/2024

      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.
      Webster Bank - **** *****t is an online & mobile savings account . They blocked my ability to transfer external funds because they are asking for my id and statement from ****. I provided my id when opened. I told them TWICE. Delete/forget the **** account. Allow me to transfer my funds to my other accounts. I will no use ****. They still saying they need the **** documents while I'm telling them I will not use it. They still have restrictions in my savings account to do external transfers. Now, because of their fault I'm late to pay my credit card. So I will have to pay interests, charges & penalties. Poor service.

      Solution: Remove the restrictions to do external transfers.

      Business Response

      Date: 02/29/2024

      ******** *** ****

      *** ****** ** *** ****** ******** ******* **** ********** *** **** ******** *******

      ** **** ** *** ********

      At Webster Bank we strive for excellence in everything that
      we do and take pride in our customer service. A written response dated February 29, 2024, addressing Mr. ******** ********* concerns was sent via ** ****** mail to his
      address on file.

      Sincerely,

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

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

      Customer Answer

      Date: 03/05/2024



      ********** ********
       

      I am rejecting this response because:

      She said that: "On February 8, 2024 all online banking and account restrictions are removed. I have verified that your account and online banking are active, and you have been able to transact on the account."

      Unfortunately, is NOT true.

      I called this afternoon and Ramon L******* asked again for the same statement account and ID. Which I provided at the moment of opening the account. Anyways, I provided him with my id AGAIN, he said that he will send it for review and let me know later if is approved.

      So, the VP Judy B**** of the bank say something, but the employees says something different. As you can see in the screenshot it says "One or more accounts at websterbank are suspended and can't be used to transfer money, call ********** for help". This has been like this since the 1st week of February 2024.

      Solutions: Remove the restriction (suspension) ASAP to be able to do external transfers AND talk with the truth and honesty.


      Sincerely,



      **** ********

      Business Response

      Date: 04/12/2024

      Another response dated April 12, 2024 has been sent to Mr. ******** with instructions on providing additional information required to resolve his issue.

      Customer Answer

      Date: 04/12/2024



      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,



      **** ********

    Webster Financial Corporation is NOT a BBB Accredited Business.

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