Consumer complaint received 2024-04-19 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: TX

Complaint narrative:
Issue : {$15000.00} USD with-drawn by XXXX XXXX / Webster bank from my XXXX XXXX XXXX checking account and stopped/suspended transfer in-between and not returning the amount back to my original XXXX XXXX XXXX account or finish the transaction . The money is held by XXXX for around XXXX weeks now ( and counting ). 


XX/XX/2024 : I created a savings account with XXXX XXXX XXXX  ( Powered by Webster Bank N.A. ) I completed the initial funding ( XXXX USD ) process during the account creation process using their partner service platform ( XXXX  ). This transfer got completed successfully after few days and I could see the amount at XXXX XXXX account. 

I enabled mobile banking once the account was created. then I added my external bank account on XXXX and initiated XXXX more transactions of XXXX USD and XXXX USD. 

XXXX XXXX suspended my external bank account as well as the XXXX transactions. I received XXXX emails from XXXX XXXX. 

Email pertaining to the issue : : " Your {$15000.00} transfer could not be deposited into Webster Bank, XXXX XXXX. If this amount was transferred from an account held with us, the debit will be returned. In most cases, this will result in an automatic deposit of the funds back into your account. If you do not receive the return deposit within XXXX business days, please contact us at XXXX for additional assistance. 
If the amount was transferred from an account held by another financial institution, please contact them and request that the transfer be returned. This action will re-deposit funds back into your account. '' XX/XX/2024 : I spoke with their Customer Service and was told my external bank account ( XXXX XXXXXXXX XXXX ) had some descrepancy and that is why everything was suspended. 

I mailed them about the issue through their website and received response that my external bank account was restored and I need to redo transfers. 

XX/XX/2024 : I checked both XXXX  XXXX XXXX and XXXX XXXX XXXX  accounts. {$15000.00} USD was not received anywhere. I called XXXX XXXX  customer service who informed verbally as well as through email that I had to resubmit my XXXX XXXX XXXX account Statement and my Drivers License Photo Copies. Agent mentioned during the call that Once I provide this information it will take XXXX days to finish up the process ( get money to my XXXX account ). 

I provided both details ( XXXX  statement, Drivers license photo copies ) to XXXX XXXX on the same day through email response. 


XX/XX/2024 : Reached out to XXXX XXXX several times to check on status of the transfer ( either return or complete the transfer ). Also Asked for any documentation of why XXXX XXXX stopped/suspended the account and what process do I need to follow to get my money back. XXXX Customer Service Agent said They will have someone send you the requested information ( what happened to transfer and why was it stopped and what are the next steps ). However I received no such information from XXXX. 

XXXX XXXX informed me that they have initiated communication with XXXX  XXXX XXXX and have sent L.O.I ( Letter of Indemnity ) to XXXX  XXXX XXXX and are waiting for response from XXXX  XXXX XXXX to further process on refund/return ACH. 
XXXX XXXX also asked me to speak with XXXX  XXXX XXXX and inform them about L.O.I / Return Debit process initiated by XXXX XXXX. 

I spoke with XXXX customer service and they mentioned they have not received any communication from XXXX. The Agent was also not aware of any Return Debit Process! Agent adviced me to start Dispute process for XXXX USD transaction. 

XX/XX/2024 : Reached out to XXXX XXXX to check on status of the transfer and asked for any documentation / process / reference that I can share with XXXX  XXXX XXXX so that XXXX  XXXX XXXX can research further. I was denied any information from XXXX XXXX. Also informed XXXX XXXX that XXXX  XXXX XXXX does not have any Return Debit Procedure and that I was adviced to start Dispute transaction by XXXX. 

XX/XX/2024 : Reached out to XXXX XXXX and asked for any documentation / reference number / ticket number for return ACH. I was denied all the information. They informed me L.O.I was re-submitted on XX/XX/2024. 

Reached out to XXXXXXXX XXXX XXXX XXXX multiple departments ( Electronic transfer department, ACH department ). ACH department said they can not dispute the transaction as transaction was Authorized by me and is not identified as Fraudulant activity. XXXX also informed me that if the other bank wants to return your money they can simply use all the accurate information ( bank account number, ach routing number, etc ) for ACH and it will finish. There was NO hold/restriction on my bank account at XXXX. 

Reached out to XXXX XXXX  / Webster again to inform them that XXXX  can accept the return ACH initiated by XXXX  if XXXX uses accurate information ( account number, ach routing number ) and that there was no hold/restriction on my XXXX  account. XXXX refused to start another return ACH and informed me that is has to follow L.O.I process. Agent informed me that first LOI was sent on XX/XX/2024 and second on XX/XX/2024. However refused to share any details ( reference / tracking number etc ) with me. 


XX/XX/2024 : Reached out to XXXX again and asked for any documentation / refenrence number / ticket number. First agent ( XXXX ) I spoke with provide me " Trace Number '' for the return ACH ( as per the agent this was return ACH Trace Number ). I was then redirected to talk with her manager. The manager ( XXXX ), confirmed that money was not returned by XXXX and is still with XXXX XXXX XXXX XXXX  needs to respond to L.O.I and refused to share any details I requested ( communication reference number / tracking / ticket number )

Company response to consumer: Closed with explanation