Consumer complaint received 2021-03-24
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Opening an account
Sub-issue: Didn't receive terms that were advertised

Complaint:
I have called in 3 times into Webster Bank because I still have not received the {$250.00} bonus for setting up a direct deposit {$500.00} between account opening and XX/XX/XXXX. In the promotional mailer, the terms say I would get the funds by Thursday XX/XX/XXXX. I called in first on Wednesday XX/XX/XXXX asking when the money would appear in my account, the representative confirmed that I met all the conditions and that the promo code $ XXXX was indeed applied to my account and that I should it there the next day. I then call in on Friday XX/XX/XXXX because as I already expected, the money was not there. The rep again confirmed the promotion was indeed on my account and I met all the conditions and she said she would reach out to the market department to see what was going on. She said I would hear back in 48 business hours but they are quick and I would mostly likely hear back on Monday XX/XX/XXXX. I call in today on Wednesday XX/XX/XXXX because I heard nothing back from anyone at XXXX. The representative, XXXX, informed me that a different promotion code was on my account and I would have the funds by XXXX. I told her that I didn't agree to those terms and that the terms on the mailer told me I would get the {$250.00} by XX/XX/XXXX. I asked her if someone from the market department would respond back to me as the rep on Friday XX/XX/XXXX said they would or if she could escalate this problem. XXXX told me she couldn't do anything for me and I would just have to go to a branch to get this fixed. She seemed like she just wanted to get me off the phone. I was upset by this as it completely contradicted what the last two representatives I talked to told me. I asked her again if she could escalate this and she told me she couldn't do that over the phone. How come the rep on Friday could escalate this problem to the marketing department yet XXXX didn't want to help me at all? Was there not supervisor she could have talked to to get this issues settled for your customer? I followed all your terms and I completed everything I needed to get the {$250.00} bonus for opening the XXXX Value Checking and setting up direct deposit and now you don't want to pay out? And you're changing the payout date to XXXX? I'm very upset at how I been treated at XXXX XXXX  and how difficult it is to bank with XXXX XXXX. You tried to close my account in XXXX and when I made a CFPB complaint, I got a letter from XXXX XXXX, VP Customers Relations, saying that XXXX is not closing my account after all and that " should [ my ] account continue to meet the requirements for the account opening promotion, I would be credited by XX/XX/XXXX per the terms of the promotion. '' Without even informing me, you changed my paper statement preferences and charged me {$2.00} which put me under the {$1000.00} balance, when I called to complain about this, you reverse it and told me it was a mistake given I have never had paper statements before. When I asked whether it would cause issues with being under the {$1000.00} to avoid the {$11.00} monthly fee, I was told no by the representative. Then the next billing statement, I get charged {$11.00}, I called in to XXXX and the rep reversed it, and when I asked the rep if I would be charged XXXX next month because it put my average below {$1000.00} for a few days, the rep told me no. Sure enough, this month I see again that you charged me {$11.00}, when I called in on Wednesday XX/XX/XXXX, the rep quickly reversed that charge and I also asked her when I would receive my bonus because it was clear to me that your systems aren't working. Your reps have mostly been cordial and professional over the phone but that's no use for me when they constantly give me misinformation. Why aren't you training your reps? When I point out potential issues, they tell me it won't happen and yet it happens and every single time I get different information and I spend a lot of time trying to call you guys to get it fixed.

Company response to consumer: Closed with explanation