Consumer complaint received 2017-06-22
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I 'm stunned that a government regulated bank feels it can blatantly advertise one set of service terms, and completely ignore those terms with customers instead adding numerous very high fees in clear violation of it 's own publicly published policies shown at it 's website. Also that they can dance around for hours in phone calls, place on hold and eventually drop anyone asking for clarification and for the terms they list. After being separated by my employer, I received a letter on   XXXX   XXXX  , 2017 from   XXXX   XXXX   stating as of   XXXX   XXXX  , 2017 they intended to start charging me monthly fees for my basic   XXXX   and Investment accounts, with no means to avoid those fees. It further obfuscates the ability to contact them for clarification stating I can contact them AFTER   XXXX   XXXX   regarding my account. Over a month in limbo until after they 've begun charging usurious fees that their own website claims they do not charge. On   XXXX   XXXX  , I called their customer service number, but was put on hold and dropped twice. The same day I emailed them asking why the fees when their site claims they do not charge with blaance over {$5000.00} and mine is over {$11000.00}. Their response on   XXXX   XXXX   : We are sorry to hear that you are upset with the {$2.00} monthly   XXXX    service fee. Although there is not a way to waive this fee without maintaining an average daily balance at $  XXXX or greater, we will happy to pass along your concerns regarding the fee.
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This fee is based upon the industry standard, and it is common amongst   XXXX    providers. I understand your concern regarding keeping that average daily balance in the account when you also need to pay for your medical expenses. Please keep in mind the fee is not a penalty for not maintaining the average daily balance ; it is a fee that helps   XXXX   XXXX    pay for the administration of the account.
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We would be happy to discuss this fee with you further to explain exactly what it covers. As I mentioned, I will also pass along your concerns regarding this fee.
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If you have any questions or would like further assistance, please feel free to contact our Client Assistance Center toll-free a  XXXX   XXXX    or international  XXXX . Our representatives are available to assist you, 24 hours a day, 7 days a week.
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Have a nice day!
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  XXXX   XXXX   Associate Representative Contact Center | Client Assistance Center tel/fax :  XXXX  |  XXXX  I responded immediately reminding them yet again that I had more than double the required balance, but have yet to receive any acknowledgement. On   XXXX   XXXX  , I called and spoke to  XXXX  for about half an hour regarding the issue. She told me they would charge me twice the stated investment account fee for 2 unfunded investment accounts, but with my persistence she claims they 've been removed. Given my experiences with them, I still expect to see charges on   XXXX   XXXX    for those 2 " accounts '' despite never having had money in them. Throughout the conversation  XXXX  was unable to tell me why I could not be exempted from the numerous fees, and that even as customer service she could n't convert my account or even tell me if the account terms listed on their website were available at this time. Though she was clearly looking at my infromation, she advised my only option was to fill out an application for a new account on the website, she could not assist me in that, and in a week they 'll have me in their system and I can call to see if they might be able to offer me better terms ( still not the terms listed on their site, and of course this delay would allow them to have started charging my account already. ) Although the website tells you to call to transfer an   XXXX   balance, the website will not allow you to apply if you are not in a HDHP health plan which as we 've established I 'm not currently enrolled.On   XXXX   XXXX  , I called again, and getting the same runaround from  XXXX , I stated I was forced to move my account, but she informed me it would take 2 months to do so, and I 'd be charged all monthly fees until that time. Other providers I 've called claim a 48-72 transfer time. The new fees they sent me did not show any fees to close account, but I 'm sure they will stick to that fee as shown on their website ... I do not comprehend how   XXXX   XXXX   can refuse to honor it 's own terms and conditions.

Company response to consumer: Closed with explanation