Consumer complaint received 2023-11-14
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Friday, XX/XX/2023 at approximately XXXX I used the outer ATM located at Webster Bank XXXX XXXX XXXX XXXX XXXX XXXX CT XXXX to make a deposit of {$3900.00} ( XXXX check totaled : {$670.00} and the other two were both in the amount of : {$1600.00} ) in to my Checking Account. 

I proceeded through the deposit prompts, and eventually came to the screen where I could see the three checks and the total with a " confirm '' button. As soon as I touched the screen, it went blue and flashed " Restarting '' with a spinning wheel. I waited a moment before I exited my car and waved at the XXXX ( XXXX XXXX ) who was seated inside at the drive up window. When she looked at me, I pointed at the ATM and stated " It just restarted ... what do I do? My card and deposit are in there! '' to which she responded " There's nothing I can do. '' and looked back at her computer screen. I began shouting to get her attention again until she looked at me and I said, " I'm not leaving, someone needs to help me, my deposit is in there. '' XXXX then looked over her shoulder and I could see her indicating that there was an issue at the ATM. After about XXXX minutes XXXX XXXX XXXX XXXX and I explained what just happened, he wrote down my information and took my drivers license back inside while I waited at the ATM. He came back out a few minutes later and explained that the only person who can open the ATM is the XXXX security driver and they can not contact him. 

My only option I was given at this point was to call XXXX myself and open a claim to get my money back and I also would have to receive a new Debit card as mine would " be shredded by the machine. '' This was infuriating to me that I would now have to wait an extended amount of time to receive my money that I had deposited in good faith. I was told by XXXX I had to come inside the bank in order to receive a temporary debit card, at which point I did. I was handed my new card and then was told to wait while XXXX and XXXX XXXX went into a door just to my left. When they returned They tried to hand me XXXX XXXX gift cards, which I refused. I feel that was insulting considering at this point I am now out {$3900.00} for an unknown period of time. I don't feel there was any resolution at this point and that all these issues are now in my lap to solve. I admit, I left the bank in tears and went home. 

Shortly after returning home I received a voicemail from XXXX XXXX that stated " the checks were deposited into your account if you want to take a look at it, it should be available when you're online banking. '' I checked my account online and I could see the deposit with a " XXXX Hold '' attached to it, but it was in the account. The next day ( Saturday XX/XX/XXXX ), my husband checked the account again and the deposit was gone. It was as if the transaction never occurred. I tried to call the bank, but they were not open, so I decided to give it until Monday morning to see if the deposit was finally posted. 

On Monday ( XX/XX/XXXX ) the {$3900.00} had still not been posted to the checking account, so I returned to the bank on XXXX XXXX at about XXXX. I waited in line until XXXX XXXX ( XXXX ) called me over to help me. She remembered who I was and seemed surprised the money was not in the account. I told her I feel the bank has stolen from me, because I still do not have the money in my account and I am very angry because I do not feel any XXXX at XXXX is trying to help me, that instead it's " my problem '' to deal with. XXXX told me the bank " isn't in charge of the ATMs '' even though they are on their property and that's why they really can't do anything in this situation. 

XXXX claimed to only way she could put the money into my account was to get a " XXXX XXXX '' from the Disputes Department at XXXX. Looking back I see this was the banks way of getting me to be quiet and do what they originally wanted me to do which was wait for my money. I called XXXX with her next to me and opened a case number. XXXX assured me she would call me in an hour ( " It is my top priority '' ) and the money would be posted to my account that afternoon. I left at approximately XXXX. By XXXX XXXX I had not received a call from XXXX, and the money had still not been deposited into my account, so I called XXXX back. No one answered the phone the first time I called, but when I called a second time and let the phone ring for about XXXX minutes she answered the phone. I explained who I was and that the {$3900.00} was still not posted to my account, and she stated, " Yes, dear I put a rush on it, it will be deposited by this evening. '' I waited until XXXX this morning ( Tuesday XX/XX/XXXX ) and checked again and the money is still not posted to my account. I tried calling the bank again, and again there was no answer until I called a second time and just let it ring. XXXX XXXX answered the phone and I told her who I was ( although I believe they know who's calling because of caller id ) and asked for XXXX XXXX. She stated that she " was in a meeting '' to which I asked when she would be returning. XXXX replied that she " didn't expect her at all today. '' and I said to XXXX, that I needed someone to help me today, to which she responded " I can't help you. '' I stated back to her, " I need to be helped today as I was promised my deposit and I have yet to receive it. '' She then said, " Hold on '' and proceeded to place me on hold. I remained on hold for XXXX minutes when I decided to stay on the phone and drive down to the branch, since they were clearly trying to avoid having to deal with me. I was able to drive down to the branch and stay on hold a total of XXXX minutes and XXXX seconds while XXXX was just sitting at her desk. 

When I walked up to her teller window she looked at me and I asked her " how long she was planning on leaving me on hold for? '' She stated, " I told you I couldn't help you. '' and I replied, " No, you put me on hold. '' ( I took screenshots of the hold screen. ) She tried to get into an argument regarding that which I refused to engage in. Is this how employees are taught to deal with customers - just put them on hold? 

XXXX then repeated very angrily that " there's nothing they can do for me. '' and at this point a man named XXXX XXXX walks over and begins to verbally " gang up '' on me about my reaction to the situation ( He obviously is uncomfortable that I am angry and no one is willing to take responsibility of the situation to help me ) and then proceeded to laugh in my face several times when I expressed how upset I am over how this situation is being handled. He then demanded I put " what it is exactly you want '' in writing. When I was writing down that all I wanted was my {$3900.00} that I deposited and the Case Number, he proceeded to walk away back to the teller window but continued to glance and laugh at me. I was waiting for him to come back since he's the one who demanded I write information down, and when he didn't I expressed that I felt once again that everyone is just ignoring the fact that I'm upset and no one is trying to help me. XXXX then snaps and responds " I was waiting for you! You're just standing there! '' Again, making me feel as if I am the problem, when all I am looking for is for any one at XXXX to act like they are concerned a little bit about this. 

I handed XXXX the paper and she picks up the phone and begins to call the disputes department. While she's on hold I am just standing and waiting and again XXXX XXXX laughs at me when I tell them I would like to file a complaint about the way I am being treated, to which XXXX makes eye real big, rolls them and turns away from me and states " Go ahead and file your complaint. ". I then tell her I do not appreciate her rolling her eyes at me and she proceeds to argue that she didn't. I then stated to her that all I want is for somebody to act like they care. She responded by snorting/chuckling at me, and said that I had no right to be upset. I asked her if she was on my side of the counter if she wouldn't be upset? I continued to stand at the counter furious and mortified until she handed me the paper and very shortly stated, " XXXX here 's your case number. '' I took the paper and walked out, again in tears. 

I feel humiliated and sad, and like the bank is angry with me- when in fact, I am the victim. They obviously don't appreciate that I was so angry, but that was a lot of money that was deposited and I need it to pay my bills and support my family. I don't know what else to do other than file a complaint- especially because of how I was treated - that is unacceptable. I can not fathom in what world it is acceptable to laugh in a customers face when they are so obviously upset. 

Also, Gift Cards to XXXX XXXX were not an acceptable solution.

Company response to consumer: Closed with monetary relief