Consumer complaint received 2025-05-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: CT

Complaint narrative:
Subject : Complaint Regarding Poor and Discriminatory Service. 

I am writing to bring to your attention a concerning matter of my experience with Webster Bank. I have been a customer of Webster Bank since the XXXX, and regret to inform you that I have encountered an issue that has left me dissatisfied and concerned about the lack of professionalism, the poor level of service provided and blatant discrimination. 

On XX/XX/year>, I visited Webster Bank located at XXXX XXXX XXXX in XXXX CT. The purpose of my visit was to cash a check. The check was from a landscape company and issued to me in the amount {$4000.00}. To my disappointment, the teller refused to cash my check. 

When I presented her with the check and my license, she asked for the last XXXX digits of my social security number. I provided her with the last XXXX digits. Then, the teller started asking me non-security questions, such as, where do you work, do you have any direct deposits. Then, she stared at the check for about XXXX minutes, and she said, I dont know you and XXXX cant cash this check. 

I took the check and my license and went outside to my car and called Webster Bank customer service. I explained to the customer service representative that I was onsite at the bank and that the teller asked me non-security questions and refused to cash my check. I told the customer service representative that I was going to go back inside the bank and speak with the XXXX. 

The representative stayed on the phone with me the entire time. When I got back inside the bank, I stopped at the first office and asked the women who was sitting at the desk if she was the XXXX. She said, yes I am. I said, I would like to cash my check and your teller refused to cash it and asked me several non-security questions. I gave the check and my license to the XXXX XXXX. She made a photocopy of my license and the check. Then we walked out of her office and up to the teller station. 

Once at the teller station, the XXXX XXXX made another photocopy of my license and check. Then she asked me why a check from this landscaping company would have an out of state address. I said to her, how would I know, only the landscaping company would know the answer to that, why dont you call them. 

Then, the XXXX XXXX told me that she would cash the check and put a hold on my account. I asked her how long the hold would be and she did not provide me with a clear answer. She filled out a deposit/withdrawal slip and asked me to sign it. I signed the slip, and she said that my signature didnt match the one that was on my license. She said I should ditch the signature that was on my license. 

Then she gave my check and license to teller # XXXX ( not the original teller ). XXXX # XXXX, stared at the check for XXXX minutes or more. I asked her why she was still staring at the check, I asked her to cash it so I could be on my way. 

Finally, teller # XXXX cashed the check and put the money in an envelope. I opened the envelope and counted the money in front of teller # XXXX and the XXXX XXXX. Then I handed the money back to the XXXX XXXX and said theres {$100.00} too much. The XXXX XXXX recounted the money and said the amount was correct. 

I took the envelope, cash and receipts and left the Bank. I thanked the Webster Bank customer service representative for staying on the phone with me through the biased experience. 

Later, on the same day, I called Webster Bank customer service and filed a complaint against the XXXX CT XXXX. Although the check was ultimately cashed, I felt compelled to escalate the matter to your attention in hopes that it will be addressed promptly and appropriately. 

I would like to request a thorough investigation into the incident mentioned above and urge you to take corrective action to prevent such occurrences in the future. 

Additionally, I would appreciate if you could provide me with updates on the progress of the investigation and any steps taken to rectify the situation. 

Thank you for your attention to this matter, I look forward to a prompt resolution.

Company response to consumer: Closed with explanation