Consumer complaint received 2026-05-19 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
Institution being complained about : HSA Bank Product : Health Savings Account ( HSA ) Issue : Drastic restriction of account access without prior notice Description : Approximately three weeks ago, HSA Bank implemented a significant and undisclosed policy change that drastically reduced account holders ' ability to access their own funds via ATM. Previously, the daily ATM withdrawal limit was {$300.00}, and ATM surcharge fees were not counted toward that limit. Under the new policy, the daily limit has been reduced to {$50.00} total, with ATM surcharge fees now included in that {$50.00} cap. This represents an approximately XXXX XXXX reduction in accessible funds per day with no advance notice provided to account holders. I discovered this change not through any communication from HSA Bank, but by attempting to withdraw {$300.00} at an ATM as I had done previously. The transaction was declined for exceeding my daily limit. When I contacted HSA Bank customer service to inquire whether there was a problem with my account, a representative informed me that the policy had been changed approximately three weeks prior. I was not notified of this change by any means, including email, mail, or in-app notification. This restriction causes me general harm by significantly limiting my ability to access funds I have deposited specifically for healthcare expenses. I believe this policy change raises the following concerns : XXXX. Lack of notice. Federal regulations under the Electronic Fund Transfer Act require financial institutions to provide advance notice before making changes that materially affect consumers ' ability to access their accounts. No such notice was provided. XXXX. Unreasonable and dramatic access restriction. Reducing the daily ATM limit from {$300.00} excluding fees to {$50.00} including fees is an extreme and unreasonable restriction on account holder access to their own funds, particularly for a healthcare account where timely access may be medically necessary. XXXX. Practical impact worse than stated. Because most ATMs dispense cash only in {$20.00} denominations, the effective daily withdrawal limit is {$40.00}, not {$50.00}. The stated policy does not reflect the practical reality of ATM operations. XXXX. No surcharge-free ATM network disclosed. HSA Bank does not provide account holders with a clear and accessible list of surcharge-free ATM partners, meaning customers have no practical way to avoid fees that further reduce their already restricted access. I am requesting that the CFPB investigate this policy change, determine whether proper notice was given to account holders, and assess whether this restriction complies with applicable federal banking and consumer protection regulations. Please be advised that as an account holder, this information is not posted anywhere on the website. I am also requesting a formal written response from HSA Bank addressing the legal basis for this restriction and what remedies are available to affected customers. Thank you for your attention to this matter. XXXX XXXX

Company response to consumer: Closed with explanation