Consumer complaint received 2025-11-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: CT

Complaint narrative:
This is related to the bank accounts of my business. I have compiled a timeline : XX/XX/year> RS received a call from Webster Bank saying that someone tried to fraud the business checking account from Texas. Webster bank came up on the caller id and it was their phone number. They had her username and company ID to the Webster E-Treasury portal even though she never used it and did not know the credentials. They actually gave RS her user name and company id she did not even know she had a login because she never uses it. AM does have access to the Webster E-Treasury portal and that is how we make ACH payments for the business. AM was alerted from XXXX that she was on the phone with Webster and that the account was flagged for fraud. XXXX received a call from Webster Bank ( showing up on the caller id as Webster Bank ) letting her know about the fraud since XXXX did not have access to her E-Treasury portal. XXXX logged in and did not see any pending or fraudulent activity but the caller from Webster Bank said not to log in to the E-Treasury again until they call us back. We were still allowed to login to the regular bank portal, we were told not E-Treasury while they investigated. When XXXX received the call, they knew her company id and user id and provided that to her, which she confirmed. They said we XXXX get a text code while on the phone but neither XXXX nor XXXX ever received the code. Then they told us they were investigating and would keep us updated. 
XX/XX/year> AM received a call showing up as Webster Bank again and they said they were still investigating and they would update us as they went along. The caller said that we XXXX get XXXX emails but to ignore them and that they would be in touch Monday XX/XX/year> with an update. 
XX/XX/year> AM received an XXXX email for {$44000.00} status pending approval. Then another one saying completion date XX/XX/year>. At this time there was nothing weird or anything pending in our account when logging into the regular bank portal. 
XX/XX/year> AM logged into the bank portal not E-Treasury and saw a withdrawal pending for {$44000.00}. She immediately called Webster bank ( before XXXX ) to say that this was not valid and that they had an open fraud case going from Thursday XX/XX/year>. The Webster rep that answered at Webster said that he did not see a fraud case for this account and that there is a lot of fraud in CT right now. So again, XXXX said to stop the withdrawal in pending status as it was not valid. The rep then said it looked like someone walked into a branch and withdrew the money because it said withdrawal not XXXX. When we asked how that could happen with no id or anything the rep said he would notify the Webster XXXX XXXX and told us to call our assigned rep, XXXX XXXX. XXXX was on his way into work when we called him and said he would call us back when he got into the office. He called us back and told us that the XXXX XXXX would need documentation, etc. Webster sent us a link to file an FBI report which we did right away ( no status update on that yet ) and we were told to scan our computers and phones for suspicious malware etc. Our devices came back clean and we sent the letters to Webster per XXXX and Webster XXXX XXXX. We were told that they would update us as they were doing the investigation. 
XX/XX/year> XXXX received a call in the morning from Webster Bank asking if the XXXX for {$44000.00} was valid to go out and she said no absolutely not and that we had a fraud investigation going. The fraudsters attempted to send the XXXX again but that one was stopped. Webster Bank assigned us XXXX XXXX from the XXXX XXXX. to work on the case. We had a zoom meeting/fraud review where we told her what had happened and she took the info down and was further investigating. 
XX/XX/year> XX/XX/year> XXXX received calls in the morning asking if the {$44000.00} was a valid ACH to go through, which she again told Webster no it is not. The {$44000.00} withdrawal changed to ACH in our account and posted. We were told that the money did not go to the recipient but was in limbo so it would take a few days to get back.

In the following days and weeks, we emailed to get updates on the fraud case and when we finally got someone to get back to us Webster had information that we did not say or give them. XXXX spoke with someone on the phone that said in the report it said XXXX gave her credentials out, which she did not. 
Webster assigned us XXXX XXXX from the fraud team to meet with us. After several emails and nobody responding to us from Webster, on XX/XX/year> we finally received a date for the zoom meeting set for XX/XX/year>. 
XX/XX/year> XXXX XXXX led the fraud review meeting and had no information on our case and then told us that in the notes it said XXXX gave out her credentials. This is not true. We did not give anyone our credentials. The fraudsters spoofed Websters phone number and called us and had our user and company ids, which they told us and we confirmed no other information was given. They did not have passwords and the codes they said might be texted to our phones never came through so we did not provide anything else except confirming the user id. When we told XXXX that this information was incorrect she kept saying she has to review everything and would get back to us asap. She was asking all the same questions from the beginning because she was not informed on our case before the call. It was almost like they were trying to blame us for the fraud when we reported it in a timely fashion and did everything they asked us to do : the computer scans, the FBI report, the calls and follow ups to Webster. We made them aware that every time we talk to them someone tells us something different than what we were told before and it was giving us an uneasy feeling. XXXX said they were aggressively trying to get our money back from the other bank ( but we had also been told prior that it did not actually go out to the other bank ). When XXXX asked how they were trying to get it back, XXXX said they contacted the other bank once when the withdrawal was pending and then again at the thirty-day mark. XXXX said it is almost XXXX days but has not been XXXX days yet so youve only contacted them once. We also said to XXXX that we called to stop the transaction when it was pending so how did it go out. She asked what rep we talked to that morning but we did not get his name since he told us to call XXXX but we told her Webster should be able to locate the call since they are recorded and I called in. We keep getting contradicting stories depending on who we talk to at Webster. They would not give us who the ACH went to or if it was actually a withdrawal from a branch or ACH ( they told us both at different points ). We also made Webster aware that when they finally removed the restriction to our E-Treasury and we got back in we found 5 fraudulent payees that we did not put in and that we assume the money was going to one of these banks. They told us to delete the payees. We felt uncomfortable doing so and not sure why they would even leave that in our account for us to access it but we did delete them per Webster. We wrote down the names and bank account info of these so we would have them for the police report. When we asked why our account was released back to us with these no one seemed to have an answer. When we asked what bank, the money went to or was trying to go to XXXX told us she couldnt give us that information. We were not even told that they knew or had this info until now. We understand if they can not give us some information details during the investigation but to not even tell us what is happening is not ok. We are a small business and this is a lot of money that we need back in our account. 
We then went to the XXXX police station to file a police report regarding this since we were not getting anywhere with Webster and it has been almost a month of no answers. 
XX/XX/year> We never received a call back from Webster so we emailed again to get a status update. No response. We spoke with the XXXX police and he did not get a response from Webster either. 
XX/XX/year> We emailed again to get a status update and XXXX XXXX our assigned rep wrote back asking XXXX to give us an update. Still no response.

Company response to consumer: Closed with explanation