Consumer complaint received 2024-09-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: NY

Complaint narrative:
It was XXXX evening, the end of the month, XX/XX/year> when I looked at my bank balance online to see how much money I had to hold me over until my social security check would be deposited on the XXXX of the month. I was shocked to see XXXX separate withdrawals for {$500.00} plus banking fees. 
I immediately called the bank and spent hours either on hold or being transferred back and forth to different departments since nobody was apparently able to be of proper assistance. After endless calls I was told I would have those XXXX transactions for {$500.00} each looked at and someone will get back to me. 
I went back online again that same night and saw another {$160.00} was taken out of the same account after I had an endless amount of calls already put in to object to the XXXX other transactions. 
Now I felt really nervous and very violated. I was not that person that took the money out and after an extensive amount of follow up calls I made I discovered it was using a canceled debit card. It was a temporary card while waiting to get a new one. I have no idea how anyone could have that card and to also have my pin # to use it. I was frantic since my account was cleaned out with less than {$100.00}. I called the police since I really felt scared. They came to my home late at night with flashing red lights to make all my neighbors alarmed and told me I had to go to the bank on Monday morning and they couldn't really do anything at that time. First thing Monday morning my husband and I went to the XXXX XXXX XXXX XXXX location on XXXX XXXX We met with XXXX XXXX, the branch XXXX. She told us she had no control of any of this and insisted we contact a phone XXXX she had on a notepad using our own cellular phone while sitting at her desk in the bank. She was obviously not able to help us and actually did very little to help. We were tossed back and forth again while sitting at her desk dialing XXXX phone # after another and went in the same circles we had when calling from home that previous Saturday. The bank sends us to the fraud dept and that dept then sends us somewhere else and the waiting and time spent got us nowhere. 
We were then told they will credit our account back which I saw in a few days but the transactions weren't matching with the original with the added fees that get added on. 
I saw the credit and then a few days later they took it all back and again the amounts weren't a clear match. 
I called again and was told they had traced it back to the ATM machines that were used. XXXX at XXXX place and then the last one for {$160.00} at a different ATM. How can anyone do this and know my password to get in? It wasn't me or my husband that did this. They of course stated that they show it on the cameras. I was naturally interested to see who was showing up and requested a copy to see. 
Time has passed and I got busy. I have not received any validation stating this was an actual transaction taken at any ATM machine as stated. At this time I am out all the money and have not seen any follow up proving anything. 
We went back to the bank the following week and spoke with another person since XXXX had resigned after being with the bank a very long long time. I can only imagine how many stories like mine she dealt with over the years. This is not OK. The customer service both on the phone and in person is horrendous. We are treated like criminals when we have been personally violated and no proof has been seen from their side to state anything different.

Company response to consumer: Closed with explanation