Webster Bank
reviews and complaints

I am unable to get into my on line account. I give the required info to sign in as I have done 200 times since they merged with Sterling. I am given a message back saying to call this phone number once calling the number all I get is a sales pitch. here is the message "We are unable to validate your information. You may try again, or for assistance contact Customer Service at [protected].

The latest update to the mobile banking app has caused an issue when trying to deposit my checks. It does not recognize the image/amount, no matter how many times I try. IT states the amount I entered does not match the image. The old app never had an issue, it actually automatically recognized the amount on the check and rarely asked the user to manually enter it.

I have had zero luck being able to deposit thru the app since this update and now have to go to the bank every week. Extremely frustrating, especially when it worked so well on the old app.

The "brain trust at webster changed the bill paying format with out notice. I logged in to pay my bill and I was required to change my pass word 9 times. each time i tried to log in it required me to change my password, I did this more than 10 times yet it kept prompting me to change it again. This is truly the worst bank on the planet. And as far as banks go, webster banks are breached 50 times as other banks. Their tellers are not user friendly and are rude and not helpful at all. Once I get this issue resolved I am dropping them and moving my funds to Bank Of America. And if my bills are not paid in time I will take them to court. I have ample funds to pay my bill, but having to change my password 9 times is just ridiculous.

Since Webster changed over in July there website doesn't have any rates online(CD, saving, checking, etc) Can't renew online anymore cant see the rates. Went into Naugatuck branch to change an existing CD term and was told I have to make an appointment--for a simple CD term change. I am suppose to have 10 grace period. Was there today--thought banking was suppose to be convenient-------you should be ashamed of running a bank like this . Before I went to bank called 800 number and a simple minded person answered and couldn't even tell me the rates... Why are the rates a secrets?

This is a general complaint about the unprofessional and chaotic impact the recent merger of July 2023 has had on me as a customer as well as the Webster staff at my local branch in Canton CT. The call center that deals with issues of business and loan accounts disappearing from my online portal is not up to the job. Calls are transferred from one representative to another with no resolution offered other than a suggestion to go to the local branch.

I have been to my local branch no less that 4 times in as many weeks to check up on work orders. The staff there are extremely patient and are working as hard as they can to deal with the multiple complaints that angry, frustrated customers have been experiencing since this very disruptive merger took place.

I have been a Webster customer for 19 years. This is a development that is highly disrespectful to your customers as well as to your loyal employees.

I hope to get a meaningful and clear response to this complaint.

Fiona Eytan

[protected]

[protected]@comcast.net

Around 2:10 I called Webster to try and get online. I live in England for the last 19 years and they have always sent me information through the mail. Initially, I could use the online banking but then there must have been changes made and I could no longer access the online banking. This wasn't a big concern at the time, as I was still receiving statements in the mail. However, I then started to be charged for the paper bills and I was charged for going under a limit. I tried to go online again but couldn't at the time, not sure why. Recently, I was told by a representative at the bank that I should be able to, so I figured I would try again, as I don't want to keep paying a fee every month. Also, I can't access my money unless I am in West Hartford, which I no longer go to because I don't live there anymore. So, this morning, I called again to get online, at around 2:10 my time which would be around 9 your time, I spoke to a Kayna and explained my situation and the history of the account and she told me that although my account was there my address was not on file. She said to go to my local branch. I again said I live in the UK and can't and asked if there was someone else who could help me. She put me on hold yet again, and came back and said, NO. I said is there a name of a manager and she said again, No. I explained that she may not be able to help me but someone else might be. She continued to say to visit my local branch. I continued to explain that I couldn't as I am in the UK. It was incredibly unprofessional and frustrating. I know that the phones are recorded, please listen to the recording. As well, Webster has to have my address as you send me my info by mail! So, I called back a few times to a few different departments and they were pretty good. The advice was given that I could write a letter. I did speak to someone else, who then said that they will try to update it and email me back. I don't understand why someone just can't do that as you obviously have my address but it is not in the right system.

Since July 231we have been unable to access accounts due ti the merger with a New York Bank. Webster has a change over with the online Banking System I waitelld till July 26th to try to log on and was rejected. I called customer service and speaking with some who\s english I couldn't understand I was still couldn't Log On. This went on until Wednesday evening after multipul phone caslls and being locked out several times and no one able to fix the proble. I was told several lies by these customer service Agents saying the system was down and they locked me out twice thru errors of their own. Finally on the evening of the 26th I was able to get in after having to set up all new login info. The Bank made no effort to reac out to people starting Monday when they knew they had a big mess. It seems that Webdter is so worriied about Sterliung customer that Webster long term customers are having to take a Back seat wild bad service and very poor Customer Service. Maybe one of the requirements for Customer Service should be a good grasp of the English Language. Webster will pay the price with a giant loss of Customers I am sure. Especially older Customers who have been with then since they were First Federal Harry Jackson Incidentlly all The Local Tellers tried to Help but that was it.

BRIO Direct bank

It appears to us that you have gathered all our detailed personal information for identity theft or sale.

Now you say that you cannot verify our identity.

Can you certify to us that all the info you have taken from us is destroyed and can/will not be available to any parties?

Advise/assure us.

l Makowsky

[protected]@verizon.net

[protected]@experian.com/help/identity-theft-victim-assistance

Received from Brio bank:

On Wednesday, July 12, 2023 at 04:40:32 PM EDT, [protected]@app.briodirectbanking.com wrote:

Dear lawrence,

Thank you again for completing your application. We regret to inform you that, after review, your application for an account has been denied because we were unable to verify your identification during the application process. If you have any questions or require further assistance, please call us toll-free at 877.369.BRIO, Monday to Friday 8:00 am to 8:00 pm E.T. or Saturday 8:30 am to 3:00 pm E.T.

Sincerely,

The BrioDirect T

I had $500 fraudulently stolen from my Webster Bank debit visa/ checking. I filed a complaint through Webster customer service. A week after I received a letter from Webster the claim was denied due to insufficient evidence. I had the evidence, however, the "so-called investigators" never asked me for it. I then called Duarte and told her I was taking my money out and closing my accounts, which was just about $130,000, out of Webster and I needed to know from her what was the protocol to withdraw such a large amount in cash. Duarte then tells me to please not close the account, instead for me to bring the evidence I had on the fraud and she was going to try all she could to try and get the fraudulent charge reversed. She kept my file for over two months and only gave me one call before she went on her long vacation to Brazil saying, she was still working on it, to please give them more time to continue investigating. On the eighth week, I had enough, I called the bank and asked for Sheila Duarte, but she refused my call and told her employee what to tell me. Originally my complaint was a private matter Duarte personally took care of now all of a sudden she's relaying messages through a third party to tell me over the telephone. I told her employee to tell her to call me and gave her my number of contact and Duarte never called me. When I made my original $170,000 deposit, Duarte did everything she could to value me as a client, she almost rolled out the red carpet. However, when the fraud claim came about Duarte and Webster threw my almost twenty years as a client, down the drain. I was upset she hadn't done anything about my missing $500, didn't call me with an update after she got back to work on May the ninth, and made every effort to avoid speaking with me.

The fraudulent purchase was through the use of a debit card, which should be protected by the bank, the customer shouldn't be responsible. I am filing a complaint with the banking commission and every other institution I can until Webster investigates my account and reimburses the $500 stolen. I also demanded over the telephone to Webster employee my money in a couple of days in $100 bills, she in return told me I had to come in and that they were a small bank that doesn't have that kind of money. That's when I decided to transfer my monies electronically out to other banks from Webster. I'm still in the process of emptying my accounts.

Just received our letter stating the Old Saybrook, Ct branch is being closed 6/9/23. We are upset and disappointed that this is happening. We have been with you for years and years and feel like Cheryl and Jackie are like family. A sad day.

There are other banks in the area who still care about their customers. Unfortunately for you there are other banks on the same street or next who will be glad to service your customers without the drive.

My father in love passed away on December 13th. After checking with the Social Security Administration, we confirmed that the SAA pays a month behind - July benefits are paid in August, and so on. My mother in law got my father in laws November benefit payment in December, as scheduled. When the SSA notified the Webster of his passing, they withdrew the November benefit payment from her account - even though he didn’t pass until December and the SSA confirmed the check was hers to keep. When we called Webster, customer service told my mother in law that she was wrong and the check was for Decembers benefits (which is not correct and can easily be checked on the SSA website). They were rude about it, and really need to do better about knowing SSA policies (or how to check if they aren’t sure) and need to change the way they speak with customers - especially those who are calling in a time of grief.

Any time of the day from 8am on you will be on hold for an unacceptable length of time. A message says

"Due to extremely high call volume your wait time to speak to a representative is in excess of 30 minutes" that's bad enough but when you reach the 30 minute mark you get the same message that you have to still wait more than 30 minutes again! if you continue to hold and the call reaches the 60 minute mark, at that moment that you reach 60 mins their phone system hangs up on you. This has happened to me many times since Webster took over Sterling. They offer you a call back so when you type your phone number in, it repeats it back to you but no one ever calls you back that day or any other day, It's very very frustrating to say the least! I was able to get through the other day after 52 mins on hold and when I spoke to the rep they weren't able to answer my question so they said "hold on for a supervisor" after being on hold another 8 mins at the 60 min mark exactly their phone hung up on me and I got nowhere. So I called my local branch that same day during regular business hours and I know they have several people working at that time and guess what? I got an answering machine that said to leave a message? absolutely outrageous! I started with This bank in 1962 when it was Greater NY savings bank when I was 5 yrs old. After many years it was taken over by Astoria federal and everything was fine for years and the Sterling took over and I thought that was bad but I have to say that Webster by far has the worst customer service in the history of banking! I am moving my assets to another banking institution that answers the phone within 5 minutes or less every time you call. The big executives up in Waterbury Ct are completely out of touch with what is happening. By the time they fix this situation it will be too little too late and people will have pulled millions out of Webster bank and they will start cutting jobs starting at the top hopefully. Get your act together! 60 year customer Albert B

i have paid almost 1000 in overdraft fees at Webster bank they will not even take money out your saving account. If you deposit money they will steal it. This is illegal and they not care. they will overdraft your account be rearranging your transaction to create them. This bank sucks and no one should ever do business with them. Their customer service will not help you and you are always wrong, They steal from everyone and get away with it.

This has been going on for the past two years and been getting steadily worse ever since. I am getting charged overdraft fees from Webster bank even though I don't actually overdraft my account. I own a business and I am forced to have a business account to clear checks. They seem to take advantage of my multi-six figure cash flow and use it to fund themselves. Eight fees yesterday and two more today, the pattern has been like this for two years now. Obviously not everyday but i have racked up $3, 000 in fess this year so far. I call for answers and they have none, except that business accounts are not federally protect and if this was a personal account they wouldn't be able to do this kind of activity. They are stealing from me. I have tried to go elsewhere but the Chex system as just as much corruption. I don't owe any banks money but I seem to be black listed. Webster bank needs another class action lawsuit and I want my money back!