Consumer complaint received 2026-01-29 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: WI

Complaint narrative:
On Friday, XXXX XXXX, 2026, I submitted a receipt and reimbursement request for myself to HSA Bank, to be direct deposited into my checking account, which had already been verified with HSA Bank. 

I attempted to check on this Status, Sunday, XXXX XXXX5, 2026 and found that I could no longer access my account. 

I then called HSA Bank at XXXX on Monday, XXXX XXXX, 2026XX/XX/year>. They said they were not sure why my account had been locked out, but would look into it. After an extended period on hold, they came back to me and said they had tried to unlock the account, but they did not have access to do so as they option was " grayed out ''. They advised I would have to call XXXX directly to have the account unlocked. I then called XXXX my healthcare insurance and discussed with them. After an extended period with them on the phone, they advised they did not see my account as locked out and I should call HSA Bank back and let them know. 

I then called HSA Bank back and advised them. Again after being On Hold and discussing with customer service I was told my account should be unlocked by Tuesday, XX/XX/scrub>XXXX XXXX, 2026. 

On XXXX XXXX, 2026, I again found my account to be locked out. Calls were made to XXXX and again, I was told to wait 24 hours. 

On XX/XX/scrub>XXXX  XXXX, 2026, my account was still locked out. I called HSA Bank back and spoke with a customer service representative who just kept repeating the same thing, that they did not know when the lock would be lifted. 

I requested a supervisor call me back. I was contacted later in the day and spoke to a supervisor, who again stated the lock should be lifted by tomorrow. I explained I needed the lock lifted as soon as possible so I could resubmit the reimbursement request as this delay was causing me financial hardship. After being On Hold for an extended period, the supervisor came back on the line and stated she will send a notice to the correct department to unlock my account and will mark it as Urgent. She explained normally they will then unlock the account within 1-4 hours, but I should keep checking into the night, but would be unlocked by Thursday, XX/XX/scrub>XXXX XXXX, 2026. 

On Thursday, XXXX XXXX, 2026, I again checked and found my account to be locked. 

I again called HSA Bank at XXXX and spoke to a customer service representative. 

This representative stated there was nothing they could do and that the lock could not be released for 3 to 5 business days. 

I explained to her the several calls I have made and persons spoken with. She placed me On Hold for an extended period. 

She came back and told me that the account would not be unlocked for 3 to 5 business days. After explaining my frustration she said per IRS guidelines, the account could not just be unlocked. 

I explained to her I have called every day and everyday I have been told it will be tomorrow. 

She then stated that because I did not answer when XXXX called me on XXXX XXXX, 2026 to confirm the transaction, that the account had been locked. I asked her what she meant, nobody had called me from HSA Bank. My first interaction with HSA Bank was when I CALLED THEM on Monday, XXXX XXXX, 2026XX/XX/year> at XXXX PST. There were no prior calls or messages from them. 

I then asked what number they would have called from and she said the HSA Number. 

I advised the only calls I have would have been calls marked as SPAM, but again no messages were left if that was them calling me and nobody had every mentioned calling me prior to this conversation. 

She again stated the account could not be unlocked. 

I asked to have a supervisor call me immediately and that my next moves would be to file formal complaints against them for denying me access to my funds, when all I did was file a medical reimbursement request. 

As of this writing, I am still waiting on a return call from a supervisor.

Company response to consumer: Closed with explanation