Consumer complaint received 2017-11-14
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: MA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Cyber theft without protection or investigation from Webster Bank.

Webster Bank dispute reference number : XXXX Saturday, XXXX/XXXX/XXXX, we received a telephone call from Webster Bank. The caller left a message on our machine regarding unauthorized transactions and requested a call back from us. My wife returned the call after logging into our checking account and discovering 11 unauthorized transactions totaling {$580.00} that took place in five communities over 100 miles away from our home. Our XXXX check cards were deactivated and we were told new ones were on the way. The bank representative informed us that it could take up to ten business days to investigate the problem and resolve the disputed charges. She also said that a common method of stealing credit information is to attach a device onto outside retail locations like ATM 's and gas pumps. I made just such a fuel purchase at the XXXX XXXX located at XXXX XXXX XXXX in XXXX, MA on XXXX/XXXX/XXXX at XXXX pm. My wife called Webster Bank 's Customer Care Center on Monday, XXXX/XXXX/XXXX for an update. The bank representative reviewed the charges but did n't provide any further status. When my wife asked if we should report this incident to the police, the representative said, " If you want to ''. When asked who would be responsible to credit this account, Webster or XXXX, the representative stated that XXXX would. I visited the XXXX Police station on XXXX/XXXX/XXXX. I told the police officer that I suspected my card information was stolen. He took my name and number and told me someone would contact me. No one did. At this point, my wife monitored our accounts each day as we waited for correspondence, an update or some kind of status from Webster Bank. We assumed that the bank was investigating the theft. The next contact we received was the attached letter from Webster Bank denying our EFT dispute and implying that I was somehow involved with the theft by claiming that my card was physically present at each transaction. Considering the distance from my residence to the retail locations, ( maps are attached ) and the fact that I was using the card locally while someone else was using it over 100 miles away, it became obvious that whoever was investigating the matter was not devoting much thought to it. When the length of time Webster bank took to contact me was also considered ( Retail video evidence is often fungible ), I began to suspect the theft on my card and possibly that of many other victims was not being taken particularly seriously. 
I called Webster Bank 's Customer Care Center, XXXX at XXXX am Monday, XXXX/XXXX/XXXX and spoke with XXXX. I requested the exact time and physical addresses of each retail transaction. She sent eight out of the eleven to me by email. I then called my local Webster branch and arranged to meet with the branch manager, XXXX XXXX. I met with her at XXXX pm on XXXX/XXXX/XXXX. XXXX provided me with the exact time of each purchase and agreed that the denial letter I 'd received could have been phrased better as a request for additional information rather than a blunt denial. She also explained that she works with the bank 's fraud department routinely and that her employees have to check their ATM repeatedly throughout the day. XXXX asked me to provide the attached documents so she could expedite the matter. On XXXX/XXXX/XXXX, after another week, I called XXXX for an update or status. She had nothing to report. I was n't robbed in the physical sense that someone stole my wallet, but I was robbed nonetheless. The criminals in question enjoy the technical sophistication required to acquire their victim 's bank information clandestinely and produce a physical card good enough to use at a retail location. They also appear to enjoy a strong sense of immunity from punishment. When we first started banking with Webster, 19 years ago, we were under the impression that using our XXXX Check card as a credit card versus a debit card that required a PIN, that we were protected from this type of fraud and theft. The XXXX logo implied insurance and protection. We are victims of cyber theft without protection or investigation from Webster Bank.

Company response to consumer: Closed with monetary relief