Consumer complaint received 2023-06-07
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX, I contacted Webster Bank in regards to my account. I have a XXXX account with Webster Bank and have been a customer for over XXXX years now. On XX/XX/XXXX I realized my account was over-drafted. My account was in the negative because I filed a dispute, was given provisional credit and after the result, that provisional credit was debited out of my account. For that reason, Webster Bank has been assessing XXXX dollar overdraft fees on my account. According to the CFPB 11 ( d ) ( 2 ) " Debiting Provisional Credit '' The Financial institution must ( i ) Notify the consumer of the date and amount of the debiting ; ( ii ) The financial institution may comply with the requirements of this section by notifying the consumer that the consumer 's account will be debited five business days from the transmittal of the notification, specifying the calendar date on which the debiting will occur. Webster Bank never notified me of the day the provisional credit was being debited they just do it and leave your account negative. 

On XX/XX/XXXX I contacted Webster Bank to ask them to waive the XXXX dollar fees they have been giving me everyday. I advised them that I can not afford those fees but I will transfer the amount owed on my account but the fees have to be removed. The representative I spoke to stated a manager will return my call as she is unable to waive the fees but the manager would. Fast forward to today XX/XX/XXXX. I called Webster Bank again in regards to my account, just to learn my account is closed. I requested for a manager to give me a call. Surprisingly today a manager contacted me.

When I spoke to the manager by the name of XXXX, I explained to her what has been happening. I told XXXX that I expressed my concern with Webster Bank on XX/XX/XXXX. Webster Bank stated they have been sending me letter in the mail and I told them I have not been receiving any letter in the mail. After speaking with XXXX, we found out that they have been sending my mails to a former address! I've updated my address with Webster Bank a million times but nothing has changed. I asked XXXX why would they close my account when XXXX ) a manager was suppose to contact me but never did. XXXX ) Webster Bank has been sending my letters to an address I no longer reside in. As someone who has been a victim of Identity Theft this is very alarming to me, as this is a major data protection breach. 

XXXX then attempted to update my new mailing address. I expressed to XXXX that it is too late now to do that. my address should have been updated the moment I changed it in XXXX! I've spoken to the dispute team a couple of time and updated my address a XXXX times. Just to learn that it was never updated to begin with. 

Now XXXX has closed my account and charged it off, when they're the one in the wrong! They have been sending my personal information to an address I no longer live at. They have my apartment number wrong I asked XXXX the address they have on file XXXX XXXX XXXX Apt XXXX. This is not my address anymore and I updated this in XXXX, XXXX, XXXX XXXX stated that it says on the system Webster Bank contact me on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I told XXXX it is not true, I have been waiting for their call since XX/XX/XXXX and no one contacted me. She then claimed it was the automated system. 

I didn't do anything wrong to have my account closed. I was just following the rules of waiting!

Company response to consumer: Closed with explanation