Consumer complaint received 2023-11-29
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
On XXXX XXXX accidentally charged my account {$180.00} to my debit card. I didn't realize it had been charged, however, it created a hold on my account which caused my available balance to fall below {$0.00}. On XX/XX/XXXX, when I checked my balance, I saw I had 3 fee listed as " Paid Hold Item Fee ''. When I called the customer service line, the agent did not know what this fee was, however, when she got clarification, it was a form of Overdraft fee. I was advised that this should not have been charged due to the charge only affecting my available balance but not my current or ledger balance. I was then told if I wanted to get the fees reversed, I would need to talk to the branch, since any fee rebate comes out of the branch 's budget. I then talked to XXXX at my local branch in regard to this matter, while I was on the phone with her, XXXX once again charged my account {$180.00}. This charge was for the same transaction creating a duplicate hold on my account. I put money to cover these charges right away as I did not want my account to go negative, and XXXX told me she needed to investigate this and would follow up with me on XX/XX/XXXX. On XX/XX/XXXX, the charge XXXX charge from XXXX fell off the account and did not go to my ledger balance. 
On XX/XX/XXXX, XXXX contacted me stating that these fees were Overdraft fees caused by my available balance going below XXXX and that she would return one of the 3 fees, but no more because I have a " History '' of getting fees back. I advised her that I had been told by multiple Webster Bank employees that in the instance where a transaction caused the available balance to fall below XXXX fell off the account, any fees associated with that transaction would also be returned. XXXX brought this to her District Manager, XXXX, who told her to return XXXX more fee, but not all. I told her I would like XXXX to call me. XXXX said XXXX should get back to me within 24 hours however she also provided me with her phone number in case something went wrong. I gave it the 24 hours and then attempted to call XXXX. I left a message, and then gave it two days and tried again. It took until Monday, XX/XX/XXXX for XXXX to call me back. 
When XXXX finally called me back, she acted like I was an annoyance right from the start. Her position was that because she had refunded me fees in the past she was not going to refund me the money. When I pointed out that on my statement, there is no evidence of an overdraw because of the duplicate charge and the first falling off the account, then asked her to associate the fees to a charge, her response was " Well I can only assume you went over on your account. '' But there is no evidence of that. 
I then asked her to connect me with her Regional Manager. She reportedly escalated me to the office of the President of the Bank, however I'm not holding my breath.

Company response to consumer: Closed with monetary relief