Consumer complaint received 2026-06-08 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: CA

Complaint narrative:
I sent this to the business relations team of HSA Bank and am including it as it provides a thorough explanation of my complaint with HSA Bank : To Whom It May Concern, I am writing to file a formal complaint regarding the handling of my HSA Bank account and the unacceptable customer service I have experienced over the past XXXX weeks. On XX/XX/year>, HSA Bank placed a hold on my account, preventing me from accessing my funds or using my debit card. When I first contacted customer service after discovering the issue, I was informed that the Fraud Department had placed the hold on my account. I was further advised that there was no direct phone number for the Fraud Department and that someone would contact me within 710 business days. After receiving no communication within that timeframe, I called again and was told that the Fraud Department was experiencing delays and that my request would be expedited. I was instructed to wait an additional XXXX business days. I complied and waited. When no action was taken and the hold remained in place, I called again and requested to speak with a supervisor. I spoke with XXXX, who assured me that the matter would be resolved within another 23 days. Once again, I waited, and once again, nothing happened. I attempted to follow up directly with XXXX, but my calls were not returned, forcing me to contact customer service repeatedly for updates. After weeks of receiving conflicting information and no resolution, I finally received an email from XXXX on XX/XX/year>, explaining for the first time that the hold was related to a negative account balance. Had this information been communicated to me from the beginning, the matter could have been resolved immediately. My linked banking information had changed, and I would have gladly updated my payment method and brought the account into compliance had I been properly informed. The XX/XX/XXXX email instructed me to mail a check to cover the negative balance of {$56.00}. I promptly complied and mailed a check for {$250.00} to not only satisfy the negative balance but also ensure sufficient funds were available in the account. Despite taking immediate action and following every instruction provided by HSA Bank, my account remains on hold as of XX/XX/year>. More than XXXX weeks have passed since the original restriction was placed on my account, and nearly XXXX weeks have passed since I mailed the requested payment. As a result of HSA Bank 's failure to communicate effectively and resolve this matter in a timely manner, I have been unable to access funds needed to pay medical expenses. Several medical bills are now past due, creating financial hardship that could have been entirely avoided through competent customer service and basic communication. I find the level of disregard demonstrated throughout this process unacceptable. At every stage, I have been required to initiate contact, wait through repeated delays, and endure a complete lack of transparency regarding the status of my account. No customer should have to spend over a month attempting to resolve a simple account issue while receiving inconsistent information and unfulfilled promises. I am requesting the following : Immediate review and release of the hold on my account. A written explanation detailing why this matter has taken more than XXXX weeks to resolve. Confirmation that the payment mailed on XX/XX/XXXX was received and properly applied. A review of the customer service failures and communication breakdowns that occurred throughout this process. Please consider this correspondence my formal complaint. In addition, I will be filing complaints with the Consumer Financial Protection Bureau ( CFPB ) and the Office of the Comptroller of the Currency ( OCC ) regarding HSA Bank 's handling of this matter. I expect a prompt response and immediate action to resolve this issue.

Company response to consumer: Closed with explanation