Consumer complaint received 2019-06-13
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: MA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Hello, Yesterday my Husband XXXX and I went to a bank in XXXX ( Webster bank XXXX XXXX XXXX ) and got rejected without an accurate reason or any other information, my husband walked in and asked for a cash advance on his credit card and provided his drivers license and his credit card, the bank teller looked at it for a few seconds then showed his manager, the teller came back out and said his manager denied my husband because she claimed the fact that his credit card has the letter XXXX on it and not XXXX ( which is his middle name ) was one of the reasons why they declined him the second reason was because they said his signature on his ID didn't match and the card didnt match, this got my husband very offended because of the society we live in. My husband is XXXX XXXX and is XXXX feet XXXX inches, after getting turned down he told the manager and teller that his wife was going to come in and try with the same account, by her own card ( His account but I'm an authorized user ) when my husband entered the car he was extremely upset and asked me to go in because they denied him for reasons i stated above, when I went in I walked up tot he teller and asked for a cash advance and told them how much I wanted, ( {$2000.00}, the same amount my husband requested for ) the teller gave my cards to her manager who took a while looking at it then walked to her manager, I asked the teller what's wrong with my card she assured me it was nothing it was probably the amount I'm asking for or the fact that they are not my bank, after 5 minutes of the managers looking at my card the manager who took my card came to me and said " I'm sorry but we will not be doing the cash advance for you but you can try another bank and they will probably do it there '' i asked why and she said back because my signatures don't match. I responded " what??? '' to her and told her that I'm sure that's not the reason because my signatures are my handwriting and I could write my name 4 different times and it will all look different but similar, she said sorry but we don't think they match. this bank didn't ask for any additional information to try to help us as customers or for us to prove that the account was ours, I am XXXX and felt discriminated because of my race. My husband and I are very successful managers in retail and always make sure we treat people with respect and fairly as well as always making sure we help them as best we can, this bank didn't want to help us and turned us away without any question, because of that this felt like total harsh discrimination, We went to the bank in the same plaza XXXX XXXX on the same street and they were able to help me without a problem and they didn't question my signatures. He called cooperate and put in a complaint, I called a little while after soon after to put in a separate complaint. 

We could have proved that the bank we were withdrawing from was ours in 100 different ways, the fact is that they didn't seem to care to bring it that far, they took a look at our skin color and race and denied us for something that wasn't accurate. We are very saddened and hurt by this matter, Because of our race it happens to us here in there and usually we just let it slide but this was on a Different level, and brought us to tears as we pulled off in the car. This is something weve done since we have own a credit cards. 

I am emailing on behalf of my husband and me, and we hope to hear from you soon. 

Thanks

Company response to consumer: Closed with explanation