Consumer complaint received 2023-08-17
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I currently have an online account with XXXX XXXX. I tried to make an online transfer of {$75000.00}. This did not go through. I called the Bank and spoke with XXXX. XXXX told me that I was unable to transfer any funds until the previous transfer that I had made last week went through. I informed her that their written disclosure stated I was allowed to transfer {$75000.00} DAILY ( as opposed to when the prior transaction cleared ). XXXX confirmed that I was correct and it did say daily in their disclosure. She said she could arrange the transfer for me. She also told me that to transfer more than {$75000.00}, I would have to go through a verification process. I told her I would like to transfer {$100000.00}. She asked me several questions and then told me I was not approved. ARE YOU KIDDING ME!!! What was the pupose of these questions? She already verified me and therefore obviously knew who she was talking to. If there was any question of fraud, she should have called the FBI. I spoke with her supervisor named XXXX. She told me she can't make any transfer as the first {$75000.00} had not cleared. She said I could not even transfer the {$75000.00} that XXXX told me I could transfer. I asked to speak with her supervisor. XXXX XXXX then got on the phone and told me that I couldn't make any transfers until the previous transaction ( from last week ) had cleared. I asked if I could make a wire transfer. She replied that I was unable to move ANY money until the transfer made last week had cleared. I asked if my money was frozen. She replied No. If my money is not frozen, then why am I not allowed to move it? I told her that I considered this theft of my money. If they have no legal reason to hold my money, I should be allowed access to it. To repeat, she would not even allow a wire transfer. She said I have to wait until tomorrow to have access to my money. As we were going in circles, I asked to speak to her supervisor. Both XXXX XXXX XXXX and XXXX XXXX were unavailable. I was told XXXX XXXX would call me back. XXXX XXXX returned my call and told me that I failed their questionnaire and couldn't make any transfers today. If I wanted to take money out of my account, I could request it through another bank. I asked him what I could do if I had no accounts linked to this account. I asked if I could go to a branch and get my money. He replied that I could not. If I am not able to move MY money electronically and Brio will not give me my money if I go to a branch, to me this is theft! 
Additionally, I asked what was incorrect about the answers I gave to XXXX? He responded that he doesn't know. The questions are from a third party and should they have misinformation it has nothing to do with Brio. WHAT!! This is outrageous! In addition, if there was a doubt as to who they were speaking with, how could they be discussing my account information? Clearly, this is a game to prevent people from accessing their hard earned money. In the meantime, they are investing this money and making a profit. If they were honest and there was any question as to my identity why was I not allowed to come into a branch with ID to verify who I am? This behavior MUST come to an end! The fact that they have a lot of money does not give them the right to hold my money XXXX while they use it to make money for themselves. Several days later I finally was able to move my funds. 
I filed this complaint with NY XXXX. They told me to report the issue to you.

Company response to consumer: Closed with explanation