Consumer complaint received 2026-04-29 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: TX

Complaint narrative:
On XX/XX/XXXX, I discovered that HSA bank had my birthday incorrect in my account information. I contacted them on XX/XX/XXXX and XX/XX/XXXX and they requested I submit a form as well as XXXX proofs of identification such as social security card and birth certificate to have the hold removed I sent in the requested information on XX/XX/XXXX and was informed that the hold would be removed in XXXX business days. It was not removed and it was then stated that they now need my passport information. I sent in an email of my updated passport via their website as they requested. On XX/XX/XXXX, the hold had still not been removed. I called and they stated they hadn't received the passport information. I stayed on the phone for XXXX hours waiting for a supervisor. I spoke with XXXX and he asked for me to email him the passsport again. I stayed on the phone until he verbally confirmed he received the passport and had sent the information to the correct department and the hold would be removed in XXXX business days. I have this entire interaction recorded. On XX/XX/XXXX, the hold was still on the account. I called back and spoke with XXXX, he states that now the department in control of the hold is stating they never received the original form and documents. XXXX then looks through the email at my insistence and finds the form and the documents confirming that I did in fact send them in back in XXXX. He states once again that the information has been sent to the appropriate department and the hold will be removed in XXXX business days, verbally confirming that this is all of the information they need. I have this conversation recorded as well. It is now XX/XX/XXXX and the hold is still on the account. I called to get their legal departments information and now they are stating that they need a utility bill. I spoke with a supervisor name XXXX who stated that XXXX was notified on XX/XX/XXXX that I would need a utility bill to be sent in. According to XXXX 's notes he called an left a message on XXXX around XXXX. I have that voicemail and have attached it. In the voicemail all that is said is " Hello XXXX XXXX '' and then it cuts out. Being as this was from an unrecognized XXXX number I did not pick up the phone. The resulting abnormal aforementioned voicemail lead me to believe that this was a scam caller. XXXX verbally confirmed that a written notice had not been sent out. I also do not have any follow up calls from XXXX informing me of the now fourth piece of identity confirming information. XXXX also confirmed that I am unable to use my account while there is a hold and that my birthdate had already been correctly updated, which was the initial reason for this hold. I can confirm that since XXXX, I have been able to use their automated verification system when calling and have not had any issues with using my correct birthday to automatically verify when calling in. This means that since XXXX my birthdate has been updated which was the cause of the hold, and yet they continue to hold my funds. I have the conversation with XXXX on recording as well. I have attached all recordings to the complaint. This has been a long drawn out process of them holding my money due to their mistake and then refusing to remove the hold despite me sending in the requested information over the last 4 months. I have the recordings however I can not upload them since they are XXXX files but I am happy to provide them.

Company response to consumer: Closed with explanation