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Business Profile

Bank

Webster Financial Corporation

This business is NOT BBB Accredited.

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Complaints

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

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Webster Financial Corporation has 10 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2023

      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.
      Webster Bank has been unable to provide any answers concerning an unknown phone number listed as my "password recovery" phone number within their system. I am unable to access my account, my new debit card is also inaccessible, and no one has been able to provide answers for me. I am only ever transferred to automated system after automated system. I'm very concerned about the safety of my account and have no answers - when I have gone to the bank in person, they suggest calling their automated numbers and say they have no way of assisting me otherwise.

      Business Response

      Date: 11/07/2023

      November 7, 2023

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

      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 November 7, 2023, addressing Ms. ********* concerns was 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.

    • Initial Complaint

      Date:10/20/2023

      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 was locked out of my personal banking account. I was not able to reset my password without providing further personal information aside from my ss#, birthdate, address, and name.

      Business Response

      Date: 11/07/2023

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

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

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

      At Webster Bank we strive for excellence in everything that
      we do and take pride in our customer service. A written response dated November 7, 2023, addressing Ms. ********** concerns was 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.

    • Initial Complaint

      Date:10/18/2023

      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.
      Have banked with Webster Bank since April 2017. Starting August 21, I no longer receive automatic refunds of ATM surcharges/fess as I had for the past 5 years. I called about the August 21 transaction and received a refund.
      Today I called about an October 10 fee that hasn't yet been refunded and was told the fees are no longer refunded until my monthly account statement is issue. In this case, Nov 9 or almost a month after the transaction. When asking for an immediate refund, I was told no. When asked for the communication about the change in account benefits, I was told there was none and I wouldn't be sent one. This is a violation of my account terms -- and I cannot even close my account before I get the refund as they will not give it to me before Nov 9.

      Business Response

      Date: 10/27/2023

      A written response dated October 27, 2023 has been sent to Ms. *************** *** ** ****** ******* addressing her concerns. 

    • Initial Complaint

      Date:10/17/2023

      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.
      4 separate transactions to my bank account charging me $35.00 each for
      PAID UCF ITEM FEE Uncollected. No description of the transaction, what it was for, no transaction date. Webster took a total of $140.00 from my account with no explanation of each charge.
      I have been a loyal Webster Bank customer since 1994. Never had any problems until they did upgraded their system. When I call Webster's automated system to check my balance it gives erroneous and incorrect information. I have to sign on to my account online to get more accurate information. Today I signed in only to see 4 transactions of $35.00 each with no explanation. I made a screen print and will pursue and bring it to the attention of the ** ***** ********** ****** if necessary.

      Business Response

      Date: 10/24/2023

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

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

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

      At Webster Bank we strive for excellence in everything that
      we do and take pride in our customer service. A written response dated October
      24, 2023, addressing Mr. ******* concerns was sent via ** Postal mail to his
      address on file.

      Sincerely,

      Judy B****, VP, Client Relations

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


    • Initial Complaint

      Date:10/02/2023

      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.
      Webster bank performed an upgrade to E banking and inadvertently changed the address of a payee resulting in penalties because they sent my payments to a nonexistent address

      Business Response

      Date: 10/16/2023

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

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

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

      At Webster Bank we strive for excellence in everything that
      we do and take pride in our customer service. A written response dated October 16, 2023, addressing Mr. ******* concerns was sent via US Postal mail to his
      address on file.

      Sincerely,

      Judy B***** VP, Client Relations

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

    • Initial Complaint

      Date:09/18/2023

      Type:Billing 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.
      After numerous phone calls and assurances Webster bank has still not closed my checking account and is still charging maintenance and overdraft fees for an account which was supposed to be closed effective July 8, 2023. I have called at least four times and spoken with two different supervisors (last one was “Gloria”) who assured me the problem would be rectified. Just received a statement in the mail today (9/16/23) with account maintenance fees and overdraft fees.

      Business Response

      Date: 09/20/2023

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

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

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

      At Webster Bank we strive for excellence in everything that
      we do and take pride in our customer service. We spoke with Mr. **** and also a written response dated September 20, 2023, addressing Mr. ****** concerns was sent via US Postal mail to his
      address on file.

      Sincerely,

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

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

      Business Response

      Date: 09/20/2023

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

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

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

      At Webster Bank we strive for excellence in everything that
      we do and take pride in our customer service. We spoke with Mr. **** and also a written response dated September 20, 2023, addressing Mr. ****** concerns was sent via US Postal mail to his
      address on file.

      Sincerely,

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

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

      Customer Answer

      Date: 09/25/2023



      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,



      *** ****

      Customer Answer

      Date: 09/25/2023



      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:09/12/2023

      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.
      Webster bank upgraded their app when they merged with another bank. The app does not work and I cannot manage my account unless I log on through a browser. I have contacted Webster bank numerous times, but haven’t received an appropriate response.

      Business Response

      Date: 09/26/2023

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

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

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

      At Webster Bank we strive for excellence in everything that
      we do and take pride in our customer service. A written response dated September 26, 2023, addressing Mr. *********** concerns was sent via US Postal mail to his
      address on file.

      Sincerely,

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

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

    • Initial Complaint

      Date:09/08/2023

      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 reported a fraudulent transaction on my Webster bank account in the amount over $500 and claim was declined as Webster says a chip was used for this transaction.

      Business Response

      Date: 09/18/2023

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

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

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

      At Webster Bank we strive for
      excellence in everything that we do and take pride in our customer service.  A written response dated September 18, 2023 addressing Ms. ************ concerns has been sent via US Postal mail.

      Sincerely,

      Judy B****, VP, Client Relations

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

    • Initial Complaint

      Date:08/07/2023

      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.
      During Webster Banks switchover to a new online banking platform over 2 weeks ago, My home mortgage loan account didn't transfer over. My checking and savings account did transfer over, just not my Mortgage. Being that I'm not able to access the activity of my account, I cant see my loan payments, Insurance payments, escrow info, Taxes, interest, anything. All the information that I have the right to receive. I have reached out to Websters Customer service on multiple occasions. I have reached out to Websters Mortgage department, I even visited my local branch and not one of them could give me an answer as to what the issue is. There is no urgency on their part to rectify this issue that I am having. I wish to file a formal complaint on their lack of basic banking needs to view and access my account

      Business Response

      Date: 08/08/2023

      On August 8, 2023 Mr. ******** was contacted directly to address his concerns to his satisfaction. 

      Customer Answer

      Date: 08/08/2023



      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:08/07/2023

      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.
      Webster merged with ******** and beginning on 29 July, I unsuccessfully was unable to login to my accounts. I have changed my password 5 times; I have spoken with both a local representative in Sharon to trouble-shoot with the executive branch. The online ability to access accounts is primitive and ineffectual. I NEVER had this issue with Webster. It is outrageous that I have to go through the headache of asking to reset my password every time I want to access my accounts. I will be withdrawing my money from Webster and will conduct business with a new bank.

      Business Response

      Date: 08/22/2023

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

    Webster Financial Corporation is NOT a BBB Accredited Business.

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