Consumer complaint received 2023-10-10
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
You may see some of teh conversation ( only the web based getting help and not teh phone calls ) from the bottom but I have been asking for months to help me fix my quickbooks. Everything was working finally and this bank merged and changed their website. I have been unable to use XXXX with XXXX since they merged. 

ALso they changed all the login information so I can not send checks out from the bank from my corporation that has the right name on it. I have spent hours on these and after XXXX years with the bank you would think they care. You can see how ludicrous of service they are when they FINALLY admit they have a problem with quickbooks. Yet they allowed me to keep calling an dencouraged to call and waste time when they knew they had a problem. I would think that in this day of computers they could afford a XXXX that can fix something as disastourous as this. 


Thank you for contacting us at Webster Bank! 

We sincerely apologize for your dissatisfaction. We have escalated your feedback regarding XXXX to be reviewed. We can provide an update once available We value your relationship and look forward to continuing servicing our banking needs. If we can provide additional help, please compose a new message. You can also visit one of our branches local to you or call us at XXXX. For additional self-service banking options please visit WebsterBank.com. 


Thank you for your business! 

XXXX XXXX Customer Service -- - Original Message -- - Sent : XX/XX/2023 XXXX PM To : XXXX Subject : RE : RE : RE : Account Problem So why has your bank not communicated this. I have wasted over XXXX hours trying to accomdate your bank to service my business. I don't know about you, but your bank is a dis-service for me. 
I am shiopping banks that want my business because for this year XXXX has scored XXXX. 

-- - XXXX XXXX -- - From : Webster Bank, XXXX. 
Subject : RE : RE : RE : Account Problem Received : XX/XX/2023 We are still experiencing an issue with QuickBooks connectivity and our IT Teams are working on a solution. 

-- - Original Message -- - Sent : XX/XX/2023 XXXX PM To : XXXX Subject : RE : RE : Account Problem To this dayI still can't connect with quickbooks. Your bank moved the address and so far the branch didn't help me, soeone called the other day who PROMISED that he would find somone capable of helping me. I tried the suggestion you gave and called up but none of the peiople know what to do and have wasted HOURS of my time. If your bank wants to keep my business XXXX you better have someone follow up WHO KNOWS WHAT THEY ARE DOING to allow me to download and import into QUIOCKBOOKS -- - Original Message -- - From : Webster Bank, XXXX. 
Subject : RE : RE : Account Problem Received : XX/XX/2023 Thank you for contacting us at Webster Bank! 

We apologize for any inconveniences you've experienced with our recent changes. 

Please know that we take these matters seriously and your feedback has also been submitted into our XXXX of the XXXX program. 

We value your relationship and look forward to continuing servicing our banking needs. If we can provide additional help, please compose a new message. You can also visit XXXX of our branches local to you or call us at XXXX. For additional self-service banking options please visit WebsterBank.com. 


Thank you for your business! 

( Banker First Name/Last Initial ) Customer Service XXXX XXXX Original Message -- - Sent : XX/XX/2023 XXXX AM To : XXXX Subject XXXX RE : Account Problem Find a real person that can help me. Going to branch is useless as I need to connect my account with quiockbooks THAT YOU CHANGED. I have spent XXXX hours so far and have made XXXX calls. 

Your service ____________! 

-- - XXXX XXXX -- - From : Webster Bank, XXXX. 
Subject : RE : Account Problem Received : XX/XX/2023 Hello, Thank you for contacting us at Webster Bank! 

I regret any inconvenience this matter has caused you and would like to get this resolved for you. Upon review, here 's what I have been able to find out. 

- A support ticket was submitted to our technical support team. Please allow XXXX hours for review. 

We appreciate the opportunity to address your concerns. Please note that we take these matters seriously and your feedback has also been submitted into our XXXX of the XXXX program. 

We value your relationship and look forward to continuing servicing our banking needs. If we can provide additional help, please compose a new message. You can also visit XXXX of our branches local to you or call us at XXXX. For additional self-service banking options please visit WebsterBank.com. 

Thank you for your business! 

XXXX XXXX. 

Customer Service -- - Original Message -- - Sent : XX/XX/2023 XXXX PM To : XXXX Subject : Account Problem I am frustrated with your bank and if it doesn't get fixed I am taking all my accounts and go to a bank that wants my business. 

XXXX Since you changed your login information due to your merge I can't download into quickbooks transactions. THIS IS A MAJOR PROBLEM. 

Its amazing a major bank like you has no idea your customer service sucks. 

I have spent opver an hour on the phone today where XXXX person actually told me we don't have time for you today. In addition XXXX number nobody knows nothing and local branch knows nothing. 

XXXX your bank doesn't recognize my social security number even though I have been a customer for over 20 years. 

SO how do I get a callback

Company response to consumer: Closed with explanation