HSA Bank

August 4,
*** ***
RE: Letter to the Revdex.com, Case # ***
Dear Ms***:
I am writing in response to your recent letter to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, N.A
My research regarding your
concerns as outlined in your letter indicates the following:
On September 21, 2015, an HSA Bank Transition Kit was mailed to you at the above referenced address with details regarding the migration from JPMorgan Chase to HSA Bank, a division of Webster Bank, NAwith the migration taking place as scheduled in October
The enclosed HSA Bank’s Fee Change Sheet was included with your Transition Kit reflecting the applicable fees to be associated with your Chase migrated account
On July 20, 2016, your account was credited six (6) HSA Service Fees in the amount of $
as a courtesyAs sufficient notification was provided; these fees are not eligible for further rebate
At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer serviceI have submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive management
Please contact me at ###-###-#### with any additional concerns or questions
Sincerely,
*** ***
Customer Relations Specialist
Office of the President, Webster Bank, N.A
Cc: Revdex.com

April 22, *** *** RE: Letter to the Revdex.com, # *** Dear Ms***: I am writing in response to your recent reply to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, NAI apologize for any frustration you may have
experiencedMy research regarding your concerns outlined in your letter indicates the following: At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service; I regret that you received less than our expectations in your interactions regarding this matterOn February 6, 2016, HSA Bank received your account closure requestOn February 10, 2016, check in the amount of $was mailed to your address as indicated above and your account closed effective the same dayIn your conversations with HSA Bank on March 8, 2016, you were informed that your account was closed and a check had been mailed as stated above. You requested a stop payment be placed and a new check be reissuedUnfortunately, the stop payment was not expedited as requestedWhen you advised HSA Bank on March 23, that you still had not received any check, you were informed that the initial check sent on February 10, 2016, had been returnedIn response to your request to now have the check sent via overnight mail or via wire transfer, you were advised that a physical address would be required to do soOn March 24, 2016, HSA Bank obtained your physical address and a wire transfer was processed to First Bank in the amount of $632.18; and a supervisor from HSA Bank contacted you to provide you with the tracking numberWe take these matters seriously and have addressed and shared this matter with the parties involved and the appropriate levels of m***gementI have also submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive m***gementPlease also contact me directly at ###-###-#### with any further concerns or questionsSincerely, *** *** Customer Relations Specialist Office of the President Cc: Revdex.com

June 14, RE: Letter to the Revdex.com, # *** Dear Mr***: I am writing in response to your recent letter to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, NAI apologize for any frustration you
may have experienced At Webster Bank we strive for excellence in everything that we do and take pride in our customer serviceI regret you received less than our expectations My research regarding your concerns outlined in your letter indicates the following: HSA Bank acquired your health savings accounts from JPMorgan Chase (JPMC). Your account was transferred to our system platform in March 2016. Your rollover request form that was received by JPMC in March was forwarded to HSA Bank as part of this transition and was unfortunately misplaced during this transfer process On May 19, 2016, HSA Bank received your rollover request via faxDue to an error on our part, the request was not forwarded for processing until May 31, 2016, resulting in a delay in completing your request I was able to verify your rollover request was completed and a check for the remaining balance was mailed to Optum Bank on June 8, via US Postal mailOn June 9, 2016, your account closed HSA Bank makes every attempt to process rollover requests in a timely manner Again, I apologize for any inconvenience you may have experienced due to the delay in processing your request Due to the circumstances and as a courtesy, a refund check in the amount of $will be mailed to your address on file as referenced aboveThe refund represents reimbursement for months of monthly services charges in the amount of $each for March, April and May We take these matters seriously and have addressed and shared this matter with the parties involved and the appropriate levels of managementI have also submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive managementPlease also contact me directly at 203-741-with any further concerns or questions Sincerely, *** *** Customer Relations Specialist Office of the President Cc: Revdex.com

July 13, *** *** RE: Letter to the Revdex.com, Case # *** Dear Ms***: I am writing in response to your recent letter to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, N.A
My research regarding your concerns as outlined in your letter indicates the following: As stated in the enclosed Chase HSA Transfer Notice dated November 9, 2015, your Chase Health Savings account transitioned to a free agent account with JPMorgan Chase effective December 9, This was in response to notification to Chase from your health plan or employer of changes to the status of your High Deductible Health Plan (HDHP) coverage. JPMorgan Chase began charging you a Monthly Account Maintenance fee of $2.50, as reflected in the enclosed Chase fee schedule that was included in this same mailing On February 20, 2016, an HSA Bank Transition Kit was mailed to you at the above referenced address with details regarding the migration from JPMorgan Chase to HSA Bank, a division of Webster Bank, NAwith the migration taking place as scheduled in March The enclosed HSA Bank’s Fee Change Sheet was included with your Transition Kit reflecting the applicable fees to be associated with your Chase migrated accountAs this was a migrated account; monthly service fees remained the same Your account was credited one (1) HSA Investment Service Fee in the amount of $on July 1, as a courtesyAs sufficient notification was provided; these fees are not eligible for further rebate At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer serviceI have submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive management Please contact me at ###-###-#### with any additional concerns or questions Sincerely, *** *** Customer Relations Specialist Office of the President, Webster Bank, N.A Cc: Revdex.com

Dear Mr***,Thank you for your submission. I beleve that we have rectified the situation per a phone conversation with you last evening. Prior to your contact, we were in the process of determining accounts such as your's that we needed to make a fee adjustment and do apologize that
we were unable to complete this before your contact. We appreciate your business and look forward to improving our service to you. Sincerely,*** ** *** ***
*** *** ** *** *** *** ***
*** *** * *** ** *** *** **

April 19, *** *** RE: Letter to the Revdex.com, # *** Dear Ms***: I am writing in response to your recent reply to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, NAI apologize for any frustration you may have
experiencedMy research regarding your concerns outlined in your letter indicates the following: When you contacted HSA Bank in January to inquire about the status of a transfer in the amount of $2,from your HSA Bank cash account to your *** investment account that was not completed, HSA Bank began their investigation The investigation indicated that in order to correct this, the transfer of $2,needed to be canceled and re-establishedThe transfer was canceled on March 14, and unfortunately, in error, was not re-established which resulted in the $2,credited back as available funds to your health savings accountWhen you contacted HSA Bank on March 31, 2016, to advise of another failed online transfer in the amount $3,000.00, your request was escalated for further researchAs a result of processing issues there was a delay in processing your requestI sincerely apologize again for any inconvenience this may have causedI have verified that the transfer in the amount of $3,from *** investment account to your health savings account was successfully completed on April 8, We calculated the market impact of the delay in your transfer request; based on the price difference for each fund on the original transfer request date versus the actual transfer dateYour investment account will be credited with the appropriate units and associated dividendsAt Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service; I regret that you received less than our expectationsIf you have any questions regarding this; please contact Ms*** *** at HSA Bank at ###-###-####We take these matters seriously and have addressed and shared this matter with the parties involved and the appropriate levels of managementI have also submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive managementPlease also contact me directly at ###-###-#### with any further concerns or questionsSincerely, *** *** Customer Relations Specialist Office of the President Cc: Revdex.com

August 26, 2016 *** *** *** ***
*** ** ***
Dear Mr***, A written response addressing your concerns as outlined in your complaint was sent to you via US Postal mail on Thursday, August 18, You should be receipt soon, if not having received it already. Please contact us at ###-###-#### if you have any additional questions. Sincerely,
*** ***VP, Customer RelationsWebster Bank, N.A

Dear [redacted],I appreciate your submission and apologize for your inconvenience.  I can confirm that the internal transfer to your new account due to your prior account being compromised occured on February 23rd, within 4 business days of your notification and we also reversed...

overdraft fees on March 3rd.   I apologize for any delay or misinformation provided.  Thank  you for your patience and please let me know if there is anything that I can assist with. Sincerely, [redacted]

At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service. A written response addressing his concerns has been sent via US Postal mail.

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service. A written response addressing Ms. [redacted]’s concerns has been sent via US Postal mail to her address on file.

December 30, 2015[redacted]RE: Letter to the Revdex.com, Case # [redacted]Dear Mr. [redacted]:I am writing in response to your recent letter to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, N.A. I...

apologize for any frustration you experienced.At Webster and HSA Bank we strive for excellence in everything that we do, and take pride in our customer service. I regret that you received far less than our expectations in this instance. My research regarding your concerns regarding your HSA Bank account indicates the following:It is my understanding that we have corrected this error and that you spoke with our HSA Bank representative, Vanessa [redacted] on December 28, 2015. Ms. [redacted] explained that you now have use of your HSA Bank Debit card without any restrictions. We take these matters seriously and have addressed and shared your concerns regarding this with the appropriate levels of management. We are also reviewing how this happened and will take steps to ensure this process is updated. We appreciate your feedback; your comments are beneficial in helping us provide the best service possible to our customers. I have also submitted your remarks to our Voice of the Customer program which is reviewed by our executive management. Thank you for taking the time to contact us; please contact me directly at ###-###-#### with any additional concerns or questions. Sincerely,[redacted]Cc: Revdex.com

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I just received notice from my new custodian that the funds requested in the original Nov 2016 transfer request have been wired from HSA Bank today, which satisfies my conditions for fair resolution of the matter. 
Regards,
[redacted]

On Sat, 21 Mar at 7:40 AM , [redacted] wrote: Late Friday HSA Bank contacted me by email indicating they were crediting my account with the fee incorrectly charged by them.  I have confirmed this morning the credit is pending in my account.  Thank you. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate their response but I want to keep the complaint open until the matter is resolved. I had to call HSA Bank to get the information required to process my mother's account. They let it go three weeks without contacting me. I had to do the follow up when it should have been the other way around. I am not confident that they will process my mother's account in a timely manner once they receive my amended voluntary administration statement. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The letter I received simply stated they were in receipt of the complaint and were working on a resolution. It did not resolve my concern.
Regards,
[redacted]

August 28, 2015
[redacted]
RE: Letter to the Revdex.com,
ID # [redacted]
Dear Ms. [redacted]:
I am writing in response to your recent letter to the RevDex.com regarding an account at HSA Bank, a division...

of [redacted] I apologize for any frustration you experienced.
My research regarding your concerns as outlined in your
letter indicates the following:
HSA Bank received the transfer paperwork and the divorce
decree via fax on July 7, 2015.   
When you called HSA Bank on
August 13, 2015, the representative incorrectly advised you that the transfer
paperwork and divorce decree had not yet been received, when in fact it had
been, as indicated above.  I regret that
you also did not receive a return phone call as was promised on August 14,
2015.When you contacted HSA Bank
again on August 20, 2015, the representative provided you with inaccurate
information, stating the review process would take another four (4) to six (6)
weeks to process.  As of August 25, 2015,
the transfer has been processed, and a check in the amount of $2,314.00 has
been mailed to [redacted].
Please be assured that we
have addressed this with the parties involved and the appropriate levels of
management for coaching.  I sincerely
apologize again that you were provided with inaccurate information and that
your transfer was not processed in a timely manner.
At Webster and HSA Bank we strive for excellence in
everything that we do and take pride in our customer service. I have submitted
your remarks concerning this to our Voice of the Customer program which is
reviewed by our executive management.
Please contact me directly at ###-###-#### with any
further concerns or questions.
Sincerely,
 [redacted]
Cc: Revdex.com

By way of update, HSA Bank did recently correct my 1099 reporting.  They stated that internal IT system upgrades would preclude them from doing so until May 11, 2015, however, they actually did send me a corrected Form 1099. Although I am very disappointed it took...

so long to resolve the erroneous reporting, I'm satisfied with HSA Bank's resolution.  It is shameful that they were completely unresponsive until I finally involved the Revdex.com of Wisconsin.   Thank you for your assistance.  Please let me know if you need anything further from me.

July 21,
2015
 
Dear Mr.
[redacted]:
 
I am writing
in response to your recent letter to the Revdex.com regarding your
account at HSA Bank, a division of Webster Bank, N.A.  I apologize for any
frustration and/or inconvenience you may have...

experienced.
While
researching your concern regarding the duplicate Investment Service Fee that
was charged to your HSA Bank account I was able to conclude the following:
Our records
indicate that you were charged the $3.00 investment service fee twice in the
month of June. This was not a duplicate charge as one of the fees was for May
and one was for June.  HSA Bank attempts
to process the fees consistently each month. However, due to some manual
processing it is possible the investment fee will not be charged at the same
day each month.  On July 9, 2015 a
request was submitted by a representative to refund one $3.00 investment fee as
a goodwill gesture for this confusion.
At Webster
and HSA Bank we strive for excellence in everything that we do and take pride
in our customer service. I apologize again for your experience regarding this
matter.
If you have
any questions or would like further assistance, please feel free to contact our
Customer Contact Center toll-free at ###-###-#### or international
###-###-#### Monday through Friday between the hours of 7 AM to 9 PM CST and
Saturday 9 AM to 1 PM CST
 
Sincerely,
Charlotte E. K[redacted]

Please be advised that the attached acknowledgment letter was dated August 31, 2017. A separate written response dated September 6, 2017, has been mailed to Mr. [redacted] to address his concerns. I apologize for any confusion.