Consumer complaint received 2017-12-01
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: CT
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
This complaint is regarding webster 's insufficient and ficticious response to my initial complaint. Webster did not address many of my points, and the points they did address were explained away with lies. 

One key point - webster states that it will not refund any further over draft fees because i have already receieved 2 refunds due to overdrafts that were " not their fault. '' In reality, at the time of these refunds a webster representative stated ( in a recorded conversation ) that the reason she was issuing these refunds was because " an overdraft would not have occured if the online banking was accurate ". I would appreciate if webster would review this phone call and apologize for what is an obvious lie., as obviously, the online banking being inaccurate can be noones fault but their own. 

Also, webster claimed in their response that they have a very specific and reliable posting order. While the ORDER may be true, the bigger issue is when items are being introduced to this " order '' I have seen items from different merchants taking 3-5 days to appear, even when a PIN is used. Yes, they will post in that order, when they finally appear. No explanation is given to my initial point of why some items take so long to appear. This is reindorced by my branch managers own words " you never know when something will post '' - branch manager XXXX XXXX 's own words, also on a recorded line, i believe. 


Also never addressed or even mentioned in websters response is an explanation to one of my biggest questions - if webster has overdraft protection available, how was this not offered to me a single time in my dozens of phone calls with them? One of my biggest concerns in my intial complaint was that webster must welcome my overdrafts if not a single one of the representatives i spoke to took the very easy steps to help me get enrolled in overdraft protection. Not only did they not address this, they drove the point home by offering a 2nd form of overdract protection that i was totally unaware of. The response to my complaint was the first time this 2nd method of overdraft protection was mentioned by  ANYONE. If webster had any interest in enrolling me in either of these programs, they missed many clear oppertunities to offer them. Or maybe they make more money if im not enrolled in either? 

Perhaps most disturbing is websters claim about an online transfer. Webster claims that the reason i had a " immediate transfer '' REAPPEAR in its original account, on the 2nd day, was because it was still pending. This is a complete lie. The transfer had already cleared to the " 2nd account '' account and in fact the funds had already been used out of this " 2nd account '' by the time the original amount reappeared in the 1st account the day after the transfer. So, it was an indesputable fact that the " 1st account '' was not only reflecting funds that were not there the day before, but, had already been spent. I have provided photographic proof of this phenomenon to my branch manager XXXX XXXX. This instance is important because it proves without a doubt that regardless of what the costumer does, websters online banking system is ubreliable to the point of sheer incompetence. Had i not kept track of this large sum of money myself, the results of this could have been resulted in an overdraft of thousands of dollars. Trying to explain this as " still pending '' is laughable. 

Also never mentioned in websters response is an explanation as to why i was told " this account is impossible to overdraw '' when opening the account ... 
Another obvious lie.

Company response to consumer: Closed with explanation