Consumer complaint received 2026-01-29 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: UT

Complaint narrative:
I was reimbursing myself for a larger medical expense and could only do {$2500.00} per day. I did two days of that and on the third day, I could no longer send reimbursements. I didn't receive a single message or anything letting me know that my account had been frozen. I tried for a few days to send it and tried to get someone on their online chat to help out. Each time their wait times were very long and I couldn't just sit and wait. Eventually I had to move on and try again another day, so I missed the rep. I then called to try to figure it out. The rep I talked to couldn't answer any questions for me and told me that it was being referred to the fraud department. No explanation or anything as to why, so I asked for a supervisor to get more information. They couldn't get a supervisor on the phone for me right then, so they said I'd get a call in 24-48 hours. I never heard from anyone, so I called again the next week and tried to get info again. They told me nothing had been submitted to anybody until the day before my second call. I asked for a supervisor again and got put on hold forever and couldn't get anybody on the phone.

I kept calling again and again trying to get someone to help me out. I spent hours trying to even get someone on the phone who could do anything to answer any real questions for me. I was told conflicting information multiple times, I was put on hold for HOURS on multiple occasions. One day, I sat on hold for 6 hours trying to get someone on the phone to help me. I've been disconnected on multiple occasions and had to call back. I was told last week by a supervisor I finally connected with that my account would be taken off hold the next day. It wasn't. I finally got a hold of another supervisor yesterday ( after multiple attempts ) and demanded it gets taken care of immediately. I made sure he had my phone number in case we got disconnected and got a commitment from him that he'd call back if we got disconnected. Sure enough, the call got disconnected again and I didn't get a call back. I finally got a call back today. He informed me that my account is now corrected and off hold. I did confirm today that I finally have access to my account.

This has been a full month that I haven't had access to my funds until today. I had to call furious and mean in order to get anything done so I can access my funds. I am extremely angry and honestly feel like they let me sit on hold on purpose because they didn't want to deal with me. This a huge problem when dealing with customers ' finances. I've needed this money to pay some bills and it seems like nobody cared in the least bit to help me out. This is completely unacceptable from a financial institution. four full weeks of not being able to access my funds is not good practice and I demand they do an internal review of my case to make sure this never happens to another customer. 

This is the XXXXXXXX XXXX XXXXXXXX version. I don't have time to put every detail in here, but please trust me that it was infuriating.

Company response to consumer: Closed with explanation