Consumer complaint received 2026-04-08 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: GA

Complaint narrative:
On XX/XX/XXXX, I accessed the XXXX Department of Revenue Unclaimed Property website and discovered that I had a payment due to me for {$330.00} from HSA Bank, a division of Webster Bank, XXXX. for an HSA account that was closed in XX/XX/XXXX. My complete legal name and mailing address was provided in the search results from the XXXX Department of Revenue so there is no denying it is my account and balance owed. I initiated a claim process according to the XXXX Department of Revenue Unclaimed Property guidance. Part of the process includes sending a copy of " Proof of Statement '' or some other account statement showing that I owned said account that has a payment owed to me. I did not know I had such an account so I had and have no statement paperwork or other documentation from HSA Bank to send to the State of Georgia. On XXXX, XXXX, XXXX, I sent an email to HSA Bank via their " XXXX '' customer email address on their website and was advised that I needed to call and speak to a representative as they were " unable to process ( my ) request via email due to security reasons. '' On XX/XX/XXXX, I called HSA Bank at the number they provided in my email, XXXX, and spoke to a representative named " XXXX '' (? ), a female representative for HSA Bank, and I explained the above situation and how I was in need of an account statement in order to retrieve the money owed to me via the process set forth by the Georgia Department of Revenue. I was told the account was closed on XX/XX/XXXX, and that the funds, {$330.00}, had been electronically distributed to my account. I asked, " which account? '' and I was told, " it was electronically distributed to your card. '' I asked, " what card? '' and was placed on hold to research. After being on hold for 22 minutes, I was told by the representative the same information I had already been provided, " this payment is at the Georgia Department of Revenue so you will have to contact them to proceed. '' I informed the representative that I had already told her that, and relayed the process and proof of account documentation needed in order to submit my claim. I was told they " could not provide any documentation. '' I asked for a print out of the Statement of Account, even if it showed it was closed or some form of Accounting document linking my information to the amount owed to me. I was told they could not provide any information, letters, statements, or documents to me. I asked how I could get the documents. I was told I needed to log into my account online, and print it from there. I repeated that I did not know I had an account with their company so did not have an online account with them. The representative repeated the same thing, " you need to log into your account online, and print it from there. '' I repeated myself, and she said, " the account was closed in XXXX so it won't let you log into your account. '' I repeated again that I did not have an online account so how should I proceed to get a statement from their company with my name on it showing I had an account. I was told, again, that they can't produce anything and that I won't be able to create an online account for a closed account. I asked to speak to a supervisor and was told " our supervisor is very busy with other clients and can't speak to you. '' I told her that I would wait on hold. She repeated that their supervisor was very busy with other clients and unable to speak to me. I, again, said I would wait. She repeated herself again that the supervisor was unable to speak with me. I asked for a call back, and I received the same response before the representative disconnected the call. I have contacted the Georgia Department of Revenue Unclaimed Property Division at XXXX who has told me they need some proof of account from this company showing that I had an account with them. HSA Bank, a divison of Webster, XXXX. will not do so.

Company response to consumer: Closed with explanation