Consumer complaint received 2025-02-16 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem accessing account
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
I have been unable to use XXXX with my Webster bank XXXX  account since XX/XX/year> when I got an email from Webster Bank stating " We've deactivated XXXX for use with XXXX because it can't be used to send or receive money. '' I went into the Webster branch located at XXXXXXXX XXXX XXXX XXXX XXXXXXXX, NY XXXX XXXX XX/XX/year> and spoke with a banker XXXX XXXX XXXX XXXX my XXXX reactivated . XXXX informed me that my XXXX was restricted due to a transaction that was sent to my number via XXXX at the number that was connected to it at the time XXXX. The transaction date was XX/XX/year> and the sender 's name was XXXX XXXX who sent XXXX to the XXXX number. XXXX had explained to me that the sender XXXX reported this transaction as unauthorized/fraudulent/scam and therefore my XXXX was restricted pending an investigation. I explained to XXXX I am not aware who XXXX XXXX is nor am I even affiliated with XXXX XXXX. He asked me to fill out a form at the branch and I have attached a photo of that document to this compliant. Truthfully, this transaction was sent to my XXXX by someone unknown to me. Therefore on the form itself, I selected my reason for the claim to be " I did not authorize the party listed above to debit/credit my account ''. Once the form was filled out and submitted at the branch, XXXX assured me my XXXX would be restored shortly after in a few days. Long story short, my XXXX was never restored despite the numerous phone calls I made in to speak with customer service at Webster bank as can be seen by all the notes and records of me calling in to discuss my XXXX not working. After a while, I kept getting the run around and gave up because customer service always made promises that they would eventually get my XXXX up and running again and so did XXXX as well as the branch supervisor but it never happened. On some occasions on my phone calls with customer service, I was even told Webster would not remove my XXXX restriction without giving me a reason. It is unclear to me what I did here to have my XXXX restricted and quite frankly, I had thought the block came from XXXX themselves as Webster always blamed it on XXXX saying XXXX had restricted me. This was far from the truth as I decided to try to use XXXX with other bank accounts I have and it works perfectly fine at XXXX as well as at XXXX XXXX. However, XXXX thing is true. At either XXXX or XXXX XXXX, although I am able to use XXXX at those bank accounts with another phone number or email address, I am not able to use the XXXX at all. And within Webster bank itself, I am blocked from XXXX entirely as I keep getting the error that I'm unable to use XXXX due to the reason that there is a problem with the information in my profile. I've come to the conclusion that if XXXX were to actually block me and my identity from using XXXX entirely, I would not be able to use XXXX at any other financial institutions. This isn't the case. The block isn't a universal block from XXXX 's end. There is for sure a block from Webster completely removing me from using the XXXX service at all at Webster, and I believe Webster has frozen my phone number XXXX on Webster 's end. This is preventing me from using my phone number with XXXX at other financial institutions.

Company response to consumer: Closed with explanation