Consumer complaint received 2023-10-27
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Cashing a check

Complaint:
I was a victim of check fraud for over {$25000.00} and my bank has notified me that they will NOT be crediting all of my money back. The following is a summary of what happened : On XX/XX/XXXX I visited my local branch of Webster Bank at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX I went to the bank to cash a check. I also went to discuss not receiving mailed statements and to get help with not being able to access my account online as well. I was informed that the banker had stepped out for lunch and would be returning shortly. The banker returned about 10-15 minutes before closing and requested I return another day since there wasnt much time before closing. I revisited the bank the following Saturday, XX/XX/XXXX. I met with the same banker and I explained the three problems I had to address. One not receiving monthly statements, two-not being able to access my account online and three-my account balance being incorrect from a teller receipt that I got that day. We were quickly able to determine I was a victim of fraud because the payee, dollar amounts, and other details were changed on two of my personal checks. I DID NOT write the checks to the people listed on either check and I DID NOT write the dollar values now shown on the checks. It was crystal clear they were fraudulent checks and the banker was in total agreement. The original checks were mailed out as payment for a XXXX XXXX XXXX bill and for a XXXX XXXX payment. The original check amount for the XXXX XXXX XXXX bill was {$110.00}. The altered payee was an unknown person, and the altered amount was {$16000.00}. The original check amount for my XXXX XXXX bill was {$1100.00}. The altered payee for that check was an unknown person and the altered amount was {$8900.00}. I left the bank and immediately stopped by my local XXXX XXXXXXXX. and filed a police report for check fraud. I also filled out an Affidavit of Unauthorized Checks and Forged Withdrawals provided to me by the banker. I had to wait about 4 days before I could bring the paperwork to the banker because the bank was performing a computer systems upgrade that Friday and Saturday, XX/XX/XXXX and XXXX. I had to delay filing my documents to XXXX, XX/XX/XXXX because I was informed there were some lingering computer issues on Monday, XX/XX/XXXX. When I did submit all my paperwork on Tuesday, XX/XX/XXXX the banker notified that the funds of the two checks would not be available to me until the bank had conducted their investigation which would take at a minimum 90 days. Although I expressed my objections over the length of time, I was told that this is the procedure that must be followed and there was nothing I could do. In conclusion here I am, 3 agonizing months later, after which I was notified by letter received I think XX/XX/XXXX. Webster Bank concluded that my claim filed for the fraudulent check in the amount of {$16000.00} was accepted BUT my claim for the fraudulent check in the amount of {$8900.00} was denied. I will attach this letter to this complaint.

Company response to consumer: Closed with explanation