Consumer complaint received 2024-01-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: CT

Complaint narrative:
This is a very complicated situation which I will try and explain the best I can. I am attaching copies of my bank and credit card statements along with communications I had with both Webster Bank and XXXX XXXX. What complicates this matter is that Webster Bank changed the dates of some transactions and changed the wording of the transaction, ( i.e. a payment I made over the phone initially initially said pymt by phone but later was changed to ach payment and the actual date it happened! ) We had a scheduled ach payment for XXXX XXXX to be paid XX/XX/XXXX. Because of the XXXX XXXX XXXX holiday, a transfer from my credit union was delayed one day, so the bank denied the payment and charged me an insufficient fund fee. When I found this on XX/XX/XXXX, I called Webster to find out what happened. They told me because of the holiday I didnt have enough money in my account to pay the credit card bill even though my balance showed that I did! 

I called XXXX XXXX and made a payment over the phone with them. The amount of the payment was {$2300.00}. I asked the customer service rep if they were going to try and take the payment out again because the funds were not going to be there. He stated that they would try again in 5 days if no payment showed on my account, but that he didnt think that would happen. When I looked at my Webster account the next day there was an over the phone payment for {$2300.00}. 

On XX/XX/XXXX, another ACH payment was made to XXXX XXXX for {$2300.00}! As I stated earlier, I did not have enough funds to cover the second payment so I was charged fees from both Webster and XXXX XXXX. ( I was eventually refunded those fees from both parties ) I waited a month to see if the second payment was posted to my XXXX XXXX account. It was not! I called Webster and told them that XXXX deductions were made from my account ( one on XX/XX/XXXX and the other on XX/XX/XXXX which shows on my Webster bank statement ). The Webster rep said well, lets take one back ) and he put {$2300.00} back into my account on XX/XX/XXXX. I thought at the time everything was now fixed. 

When this happened XXXX XXXX then put a charge on my account because they said they only received XXXX payment and the bank took it back by the transaction on XX/XX/XXXX! 

I went back and forth between XXXXXXXX XXXX and Webster Bank for months! XXXX said they only received XXXX payment and Webster said they received XXXX! After a visit to the bank and a meeting with the Bank Manager, I was given trace numbers to give to XXXX XXXX which I did. 

What I know is XXXX withdrawals of {$2300.00} were taken out of my account in XX/XX/XXXX and only XXXX was posted to XXXX XXXX. I believe the money is in Webster Bank. Neither company was able to correct the situation. 
I didnt know about this site until the manager at my credit union company told me about it. That is why this complaint is so late. 
All I know is that my account at Webster is short {$2300.00}. 
I hope you understand what I have explained and hope that you can help us out somehow. 

Please let me know if I can provide any other information.

Company response to consumer: Closed with explanation