Consumer complaint received 2025-09-21 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: ID

Complaint narrative:
Roughly 2 weeks ago, I don't remember the exact date, but close to 2 weeks ago near the XXXX or XXXX of XXXX, I submitted a reimbursement request through HSA Bank for legitimate medical expenses totaling {$2500.00}. Shortly after, I submitted a second request for an additional {$1400.00} in medical bills. Without any prior notice or explanation, HSA Bank canceled both requests and placed a fraud hold on my entire Health Savings Account ( HSA ), which locked me out of online access and prevented me from managing or withdrawing my own funds. 
I received a vague email from HSA Bank directing me to call them for more details, but it provided no specifics about the issue or next steps. When I called that same day, I was informed the wait time would be over an hour. I replied via email explaining that I am a busy individual and do not have an hour to waste on hold at any point in my day, and I requested they contact me directly with a resolution. HSA Bank did not respond to this email or make any attempt to reach out proactively. 
On Wednesday, XX/XX/year>, I called again and finally spoke to a representative after a long wait. The told me a fraud hold was placed on my account so I would have to request the funds again and then wait the 3 to 5 days for them to be deposited. Then they told me I would have to do that AFTER the fraud hold was lifted which will further delay the claim. They asked several verification questions, then informed me the fraud hold would be lifted within 24-48 business hours ( by Friday, XX/XX/year>, at the latest ). They also said that, once lifted, I could resubmit the reimbursement requests, which would then take an additional 3-5 business days to process and issue funds. 
As of today, Sunday, XX/XX/year>, the fraud hold remains in placenow over 2 full weeks since the initial issue began, and 2 full days past the promised Friday deadline. This delay has prevented me from accessing my own pre-tax HSA funds for critical medical reimbursements, causing financial hardship and unnecessary stress. During my Wednesday call, I emphasized that these are my funds, not the bank 's, and their handling feels like an unreasonable restriction on my account without justification. 
I have attempted to resolve this directly with HSA Bank multiple times but have received no updates, no apology for the delay, and no interim access. This violates expectations for timely service and account management under federal banking regulations. When I spoke with them I also told them I'm not willing to jump through their hood just in order to get MY money so I want to close my account. They told me I can do that but only after the fraud hold is lifted. Another frustrating aspect of this is that I asked to speak to a supervisor so that I could try to resolve this and was informed that a supervisor was not willing to speak to me. Furthermore, the person speaking to me wasn't even in the country.

Company response to consumer: Closed with explanation