Complaints

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

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  Webster Financial Corporation

  200 Elm St Stamford, CT 06902-3800

• 

  Webster Financial Corporation

  200 Executive Blvd Southington, CT 06489-1042

• 

  Webster Financial Corporation

  400 Rella Boulevard Suffern, NY 10901

• 

  Webster Bank, N.A.

  6372 108th St Forest Hills, NY 11375-1609

• 

  Webster Bank, N.A.

  255 Lafayette Ave Suffern, NY 10901-4812

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:02/14/2024

  Type:Product 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.

  Opened Savings Plus Account #******** with ********** owned by Webster Bank on 11/08/2022 with a deposit of $19550 posted 11/16/2022. Meanwhile interest rates started to go up in other banks but not this bank. Decided to withdraw funds to another bank. Webster Bank froze my account, eliminated my online excess and held the funds hostage since 11/29/2022, and under reviews indefinitely. Many calls have been made but no resolution until 08/29/2023 the initial funds were returned to the originating bank. When called on 02/05/2024 was told the Savings Plus Account is closed with no notice, and that a letter was sent, but till to date have not received the letter. The question is: Where are all the interests in the Savings Plus Account from 11/16/2022 till 10/15/2023 while the funds are held in the hostage game? Monthly e-statements notifications from Webster Bank and notification of new rates from ********** were received. I demand calculated interest amount of $679.85 to be paid to me.

  Business Response

  Date: 02/27/2024

  A written response dated February 27, 2024 has been mailed to **** **** addressing their concerns. 

  Customer Answer

  Date: 03/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  I am rejecting this response. 

   

  It was not restricted on Nov 16, 2022. It was on 11/29/2022 that an initiation to transfer funds out that it was frozen and suspended since then. 

  Have made many calls I have taken note of: On 2/.27/2023 spoke to Nilka; 4/12/.2023 spoke to Ashley; 4/24/2023 spoke to Ashley and Nelly; 4/27/2023 spoke to Denise and Michael; 4/28/2023 spoke to Pamia and Carvin; 5/4/2023 spoke Miguel and Emily; 5/14/2023 spoke to Johnae and Laura; 5/22/2023 spoke to Raymond; 6/6/2023 spoke to Raymond; 8/9/2023 spoke to Doreen. 

  All they said was account under reviews. Asked how long it take, all they said 'don't know'. When request to speak to the Manager, they refused to connect me and said i would be contacted through emails or calls. Had waited patiently for return calls or emails, but in vain. Have also many times requested funds be returned back to the originating bank if they cannot find a resolution, but no action taken on their part. Reviews so long! That's a joke! They were just sitting on the case and care less, that way they can roll your money in their own favor without paying interests in the Savings Plus Account, yet I received e-statements and notifications of change of interests from Webster Bank. Ask yourself: Is that fair to the consumers? 

  I am rejecting this: " Since the originating account was credited when the claim was initiated in November 2022, there are no additional funds due."  The originating account was not credited until 8/29/2023. The full amount $19550 was in hostage in the hands of Webster from November 29, 2022 until August 23, 2023. 

  On 2/5/2024, called and spoke to Raymond, was told that the account was closed since October 2023, and that a letter was sent out, but I have never received it. Account closed and never inform the customer? I am non existent?

  
  
  Sincerely,
  
  
  
  **** ****

  Customer Answer

  Date: 03/20/2024

  I have not received any response from Webster Bank since my last response to them on 03/07/2024.

  Customer Answer

  Date: 04/01/2024

  Dear 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:02/01/2024

  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.

  Webster Bank, ( ******** **** ) at the time, whose investment branch is ******* *********** took a large amount of money, for my wife and I, a few years ago for a high interest rate savings and checking account. Last week I contacted them to see why we were getting almost no interest. They explained that the market rate had dropped to .69 percent interest on my account, but were offering a new account at market rates for 5.35 percent. They left me a voicemail six days later to give them a call back, which I did. After a long phone call, phone customer service is no service at all, they informed me that I did need to answer their call, contrary to the voicemail. During the call I asked if my money had been sent. The answer was no. This appears to be a big scam and then a way to use my money as long as possible for free.

  Business Response

  Date: 02/07/2024

  Attempts were made via telephone to client and a written response dated February 7, 2024, was mailed to Mr. ****** addressing his concerns. 

• Initial Complaint

  Date:02/01/2024

  Type:Service or Repair 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.

  In July 2023, I submitted paperwork to Webster Bank (********** ** branch) to have my power of attorney recognized for both of my parents on all of their Webster bank accounts - checking accounts, savings account and CD. They were finally recognized in September. In December, my mother passed away, and on January 20th I went to the ********* ** Webster branch to have my parents joint accounts transferred to my father's name only and my mother's CD transferred to my father's name as he was identified as the beneficiary. I provided them with the death certificate. Although my power of attorney was recognized on the account, the documents were not there so they asked that I submit them all over again. I provided them with copies of the documents, signed all of the documents requested and one and a half hours later was told, they would submit to legal for approval. I have also given them all of the forms I had already provided to the ********** ** branch and that had been approved in September. But they only message I got back was that it was with legal. I asked them to contact the ********** ** branch which they eventually did. The ********** Branch provided them with the same paperwork that I had already provided them with. I called the 800 number and was told that all of the accounts were noted that I was the power of attorney but they did not handle power of attorney issues on the phone so I had to go to a branch. I do not understand why they refuse to recognize my father as sole owner of the accounts on which he was listed as a joint owner and why they refuse to recognize my father as the owner of an account on which he was listed as the sole beneficiary after being provided with my mother's death certificate. I have not had similar issues with any other financial institution.

  Customer Answer

  Date: 02/01/2024

  An email sent to the General Counsel of Webster Bank resolved the issue promptly so this complaint no longer needs to be followed up.

• Initial Complaint

  Date:01/25/2024

  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.

  I deposited a bank check on Jan 11th. This check was posted Jan 12 and given it was a bank issued check, I was surprised to notice that a hold had been place on my account on Fri Jan 13th. I was not notified of this hold by Webster. When I called to discuss, I was eventually routed to the Fraud dept. who had placed the hold claiming they were notified by the issuing bank that the check may not clear (the first of several claims that don't make sense). I continued to follow up with Webster throughout the following week trying to understand the issue. Webster also claims to have "not heard back" from the issuing bank despite "several attempts" to contact them (something I was easily able to do). I was asked to provide a "proof of payment" which was then provided. I received no response to Webster and instead was questioned about the money and what it was for and several other irrelevant questions. Eventually I was able to contact the Fraud department by calling the phone number I noticed in an email signature. I was then questioned how I got this number. Webster also claimed this was not a bank issued check and instead have treated it like a personal check. At one point, I was told I need to go to my local branch (where I originally deposited the check) to follow up with them and spent over an hour there for them to 1) not see the hold on my account until I informed them that it was there 2) try to locate the original check that they had misplaced and 3) to speak with the Fraud dept. Nothing was resolved. I continued to have ZERO contact from Webster to inform me of any developments as they continued to hold my money in limbo without explanation. I've never had a worse experience with any Bank. I've been a customer of Websters for 20+ years and feel they did absolutely nothing on my behalf to work with me or even notify me in the first place. Their behavior, particularly on behalf of the Fraud Dept has been at best unprofessional and at worst completely incompetent.

  Business Response

  Date: 02/08/2024

  A written response dated February 8, 2024, has been mailed to Mr. ******* addressing his concerns. 

  Customer Answer

  Date: 02/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I fail to see how anything will change for the future for other customers in a similar situation. How are you going to do things any differently in the future? If you have holds placed on funds then fine, but that policy should be made very clear or at the very least should have been communicated to me (your customer) directly... Instead, I have to search for answers and constantly reach out to you. It felt to me like no one could not get anyone to explain this whole process to me or what was even happening. Everyone I talked to at my local bank seemed to have no idea what was going on, calling customer service was not helpful, and when I finally reached your fraud department, they told me so many different stories that I don't honestly believe any of it. I am also honestly not sure what they even did to help my situation. They claim they couldn't get in touch with the other bank, but I doubt there was much effort if any made in the first place because I was able to do so pretty easily, and it felt like no one from my bank was working for me to help remedy this situation. Instead, all the responsibility was put on me, but you better believe if this was YOUR money, you'd be hunting down every lead possible. Webster ought to be ashamed of such ridiculous treatment of any customer. I am strongly considering closing my accounts and taking my business elsewhere.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair 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.

  Dec 29th, 2023, I attempt to transfer money from my **** account (managed by Webster) to ******* ****** *****. They stated I need to add the external account first then it could be verified. The account information was entered. They stated it would take 2-3 business days to add the external account. Later on in the day I try to log in to my account but cannot. Never had a problem before. So, I call the bank and customer service tells me to try again. I did and it does not work. They then tell me to change my password which I did while speaking to customer service. Password is changed and I still cannot access my account. Then they try a password that they selected and again that does not work. I am then told by customer service they are sorry, and nothing is wrong with their system. They need to get in touch with IT and it may take up to 15 days.
  
  January 1st I am finally able to access my account however I still need to wait 2-3 business days because Webster bank is going to place 3 small deposits and withdrawl's into my ******* for security reasons then I am supposed to retrieve those amounts then log back into my **** account and enter those amounts. This morning I do just that and guess what, they state the amounts are incorrect? They are not. I had 2 places to put the amounts of the deposits but the problem is they placed 4 amounts. Now I call customer service and all I get is an automated service to change my password. So, then I call a different number and they say oh it is not verified you have 2 account numbers in there. Then they say I have to delete both of the accounts and start all over from scratch. Then I attempt to delete the account information and it states we are sorry you cannot delete the account at this time. I need this money now. This financial institution is a racket and a scam. I want my entire amount of money out and the entire amount closed. I will never put any money into this financial institution ever again.

  Business Response

  Date: 01/18/2024

  A written response dated 1/18/23 was sent to Ms. ******** addressing her concerns. 

  Customer Answer

  Date: 01/19/2024

  
  
  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:12/18/2023

  Type:Service or Repair 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.

  I deposited money into my account and created an online account and since that day I have not been able to access or enter my account. Calling them hasn't helped. I had one employee telling me that they are having technical issues and the next rep having no idea and saying that they don't. They ended up opening a ticket and saying I'd get an email with my bank information and a resolution. I never got an email, and I am still not able to access my account , whatever I try is not working. At this point, I would just like to withdraw my money and be done with this bank.

  Business Response

  Date: 12/28/2023

  ******** *** ****
  
  *** *** ********* ********* *** ***** *****
  
  ** **** ** *** ********At Webster Bank we
  strive for excellence in everything that we do and take pride in our customer
  service. We have attempted to contact Ms. ***** via telephone directly and have not been able to reach her. A written response dated December 28, 2023, has been sent via US Postal mail to her address on file.

  Sincerely,

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

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

  Customer Answer

  Date: 01/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have attempted to contact this bank repeatedly since missing their phone call and have been unable to get a live person on the phone. At this point I just want to withdraw my money from this bank and be done with this.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 01/10/2024

  January 10, 2024

  RE: BBB complaint rejection Case #******** - Ms. ***** *****

  Ms. ***** called back on January 4, 2024, and confirmed that she is able to get back into
  OLB.   She seems content at this time and more than likely will not
  be closing the account.  

  Customer Answer

  Date: 01/11/2024

  
  
  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:12/14/2023

  Type:Billing 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.

  I contacted Webster bank regarding an insufficient function fee that I was hoping to get refunded from 11/29. They had me on hold for upwards of 30 minutes, but thought it was resolved. It was not. I placed another call and once again put on hold with no resolution. I have attached a screen shot of the call time which was an additional 5 or 10 minutes from the time I took the screen shot until I was disconnected with no result. This is totally unacceptable and poor business practices to say the least. I also, sent an email and did a survey and have not received a response from either complaints. This is such poor customer service on so many levels. I have multiple accounts with Webster and I am beyond furious!!!!

  Business Response

  Date: 12/21/2023

  A written response dated December 21, 2023, was mailed to *** **** addressing her concerns. 

  Customer Answer

  Date: 12/29/2023

  They refunded my fee. Thanks for your assistance in resolving this matter 

• Initial Complaint

  Date:12/14/2023

  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.

  On December 8th an external transfer from Webster bank was to be sent to my **** account. The transfer should have taken up to 3 business days which should have been today. I called the ban to follow up and see why the funds were not in my **** account. Webster bank told me they had no idea why the monies were not in my **** account. I asked the representative to request the money back and that I would go to the bank and physically do the transfer myself. I was told that the request would take a couple days, now I have to wait for the money to return to my account.
  
  People do electronic external transfers everyday and no explanation was given to me to explain why transfer didn't happen except "That usually doesn't happen". I explained to the representative that this is highly unprofessional and bigger banks do not have these issues.
  
  I am very unsatisfied with the inability of this bank to do a simple external transfer. The only resolution given to me was that I had to wait even longer now for the funds to be returned to my account. This is totally unacceptable.

  Business Response

  Date: 12/21/2023

  Ms. ******** was contacted directly, and a written response dated December 21, 2023 was also sent *** ** ****** **** addressing her concerns. 

   

• Initial Complaint

  Date:12/04/2023

  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.

  Webster Bank continues to charge Overdraft fees based on the Available balance and not the Ledger / Current Balance. Due to this, my account was charged 3 overdraft fees due to a merchant double-charging my account and then allowing the duplicate charge to fall off the account. I escalated to the DM for my area, who was more interested in quoting policy vs. understanding that according to my statement, Webster bank charged me a fee for no reason. I have also filed complaints with the Banking commissioner and the CFPB.

  Business Response

  Date: 12/11/2023

  On December 6, 2023, Mr. ****** was contacted directly, and a written response dated December 11, 2023 has been sent to him addressing his concerns.

• Initial Complaint

  Date:11/14/2023

  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 Bank Escrow Department has shown incompetence and negligence in handling the finances as they pertain to my home repairs. They do not respond to emails and do not answer incoming phone calls. about 73,000 dollars are tied up and I am unable to speak to anybody or receive any service whatsoever.

  Business Response

  Date: 11/17/2023

  ******** *** ****
  
  
  
  *** ****** ** *** ****** ******** ******* **** * ********* *** **** *******
  
  ** **** ** *** ********
  
  At Webster Bank we strive for excellence in everything that
  we do and take pride in our customer service. A written response dated November 17, 2023, addressing Mr. ********* concerns was sent via US Postal mail to his
  address on file.

  Sincerely,

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

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