HSA Bank

May 9, 2016 RE: Letter to the Revdex.com, Case # [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 Webster Bank, N.A. My research regarding your concerns as outlined in your...

letter indicates the following: In September 2015 a 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, N. A. with the migration taking place as scheduled on October 24, 2015. The enclosed HSA Bank’s Fee Change Sheet was included with your Transition Kit reflecting the applicable fees to be associated with your Chase free agent stand-alone migrated account. As this was a migrated account; all fees remained the same. JPMorgan Chase records indicate that your account transitioned to a free agent account with JPMorgan Chase on March 14, 2013. Thereafter, JPMorgan Chase charged you a Monthly Account Maintenance fee of $3.00, as reflected in the enclosed Chase fee schedule that was mailed to you at that time. While we do not wish to lose you as a customer, your request to close your HSA Bank account was received on April 27, 2016 and is currently being processed. At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service and have addressed and shared this matter with the parties involved and their upper levels of management. 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 additional concerns or questions. Sincerely, [redacted] Customer Relations Specialist Office of the President, Webster Bank, N.A. Cc: Revdex.com

September 7, 2016
RE: Letter to the Revdex.com, Case # [redacted]
Dear Mr. [redacted]:
At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service. Please be advised we have sent a written response addressing your concerns via...

US Postal mail to your address as indicated above.
Please contact me at ###-###-#### with any questions.
Sincerely,
[redacted]
VP, Customer Relations
Office of the President, Webster Bank

[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. 
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]While I appreciate the refunding of fees charged to me by HSA bank, I have still suffered a 25 dollar loss as a result of fees charged to me in my investment account because I had to liquidate some shares of a mutual fund prior to the 30 day minimum holding time.  The manner in which HSA bank can change their minimum balance requirements is impossible for an ordinary consumer to follow, and I should not have to suffer financial losses because of it. HSA bank should also refund me the $25 charged to me in my investment account, or work with TD Ameritrade to encourage them to return my fees.
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 Mr. [redacted]’s concerns has been sent via US Postal mail to his address on file.

April 22, 2016 RE: Letter to the Revdex.com, # [redacted] Dear Mr. [redacted] I am writing in response to your recent reply to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, N. A. I apologize for any frustration you may have experienced. My...

research regarding your concerns outlined in your letter indicates the following: On March 22, 2016, our records indicate that you contacted HSA Bank to request an internal transfer from your existing individual health savings account to your new health savings account through your employer; the request was submitted the same day. When you contacted HSA Bank on April 4, 2016, you were advised your internal request was submitted but had not yet been completed. The internal transfer was completed as of April 20, 2016. HSA Bank makes every attempt to process transfers in a timely manner. I apologize for any inconvenience the delay in processing your request may have caused. We take these matters seriously and have addressed and shared this matter with the parties involved and the appropriate levels of management. I have also submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive management. Please also contact me directly at ###-###-#### with any further concerns or questions. Sincerely, [redacted] Customer Relations Specialist Office of the President Cc: Revdex.com

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]  Dear Ms. [redacted],Thank you for attending to the problem I have in closing my HSA Bank account. I tried to verify the information you sent on July 5th and as of today I would like to inform you that no transfer to my external account has been received that would confirm the closure as stated in your email. I also would appreciate to receive an official letter to my address on file from HSA Bank confirming the closure of my account aside from your email notification.Your help is much appreciated to finalize the closure of my HSA Bank account.Sincerely,[redacted]

March 25, 2016 [redacted] J. [redacted]
[redacted] RE: Letter to the Revdex.com, # [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...

sincerely apologize for any frustration and inconvenience you experienced. My research regarding your concerns with your HSA Bank account indicates the following: HSA Bank records reflect payment dates of February 24, 2016 and March 11, 2016 in the amount of $54.00 each for Action Bellaire 262. Please complete the enclosed Transaction Dispute Form; please fax or mail the completed document directly to Cardholder Services as follows: Cardholder Services Fax number: ###-###-#### Cardholder Services P.O. Box 7235 Sioux Falls, SD 57117-7235 Once the completed Transaction Dispute form is received, provisional credit will be issued within 10 business days pending the outcome of the investigation. Once the investigation is completed you will be contacted. 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] Customer Relations Specialist Office of the President Cc: Revdex.com

September 1, 2015   [redacted]
[redacted] RE: Letter to the Revdex.com Response  Dear Ms. [redacted]: I am writing in response to your recent letter to the Revdex.com with regards to our correspondence dated August 26, 2015, at which time we outlined what HSA Bank required in order to expedite the closing of your mother’s account. (Attached is a copy of said letter) I apologize for any frustration you may have experienced. HSA Bank has noted in your response to the Revdex.com, that you (with the assistance of your attorney) will be filing an amendment to the Voluntary Administrative Statement.  Once filed and processed with the probate court, please send HSA Bank an original certified copy by forwarding same to Attn:  [redacted], [redacted].  HSA Bank will process the documentation as quickly as possible once reviewed. At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customerservice.  I apologize again for your experience regarding this matter.  If you have any questions or would like further assistance, please feel free to contact me at ###-###-####. Sincerely,  [redacted]
[redacted] Cc: Revdex.com

May 9, 2016 RE: Letter to the Revdex.com, # [redacted] Dear Mr. [redacted]: I am writing in response to your recent reply to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, N. A. I apologize for any frustration you may have experienced. My...

research regarding your concerns outlined in your letter indicates the following: Records indicate you contacted HSA Bank on March 22, 2016 to request the closure of your health savings account. You were informed of the $25.00 closing fee and your request was submitted for processing. When you contacted HSA Bank on April 29, 2016 to inquire on the status of the account closure, you were advised that your request was in process and that the closing fee would not be waived. HSA Bank makes every attempt to process account closure requests in a timely manner. I apologize for any inconvenience you may have experienced due to the delay in processing your request. Due to the circumstances, the $25.00 closing fee has been waived and your account was also credited $2.00 which represents the April monthly maintenance fee. Your account closed on May 7, 2016. We take these matters seriously and have addressed and shared this matter with the parties involved and the appropriate levels of management. I have also submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive management. Please also contact me directly at ###-###-#### with any further concerns or questions. Sincerely, [redacted] Customer Relations Specialist Office of the President Cc: Revdex.com

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 form has already been filled out and provided.Also when you cancelled by credit card without my knowledge it had the same effect as canceling my medical insurance. Why ask me if you were going to do it anyway - even if I said no?
Regards,
[redacted]

April 13, 2016RE: Reply to the Revdex.com, # [redacted]Dear Ms. [redacted]:I am writing in response to your recent reply to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, N. A. On March 28, 2016, HSA Bank records reflect that your reimbursement...

transaction in the amount of $119.00 was processed and funds were deducted from your health savings account on March 29, 2016.  These funds were sent electronically via the Automated Clearing House (ACH) to the account selected ending in 9094 to Tucson Federal Credit Union.On March 30, 2016, the funds were returned to HSA Bank with an error message stating that the account ending in 9094 was closed.  On March 31, 2016, HSA Bank mailed check number 540390 in the amount of $119.00 to your address above.  Our records reflect check number 540390 was cashed as of           April 8, 2016.  Since the account ending in 9094 is closed, HSA Bank has removed this account from your profile to avoid any further confusion. On April 1, 2016, HSA Bank responded to your email asking you to contact them directly for assistance; records do not indicate any response on your part. Please note, when completing the reimbursement request, please be sure to check the radio button next to “Recipient/Patient”.  Since this is not a required field the name will appear as “Undefined” and will not affect the processing of your request. You may update this field by going to your account activity, selecting the transaction and then select “Update Expense/Recipient/Patient” to update. 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]Customer Relations SpecialistOffice of the PresidentCc: Revdex.com

July 5, 2016     [redacted]   RE: Letter to the Revdex.com, # [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 Webster Bank, N. A. I apologize for any...

frustration you may have experienced.   At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service. I regret you received less than our expectations.   My research regarding your concerns outlined in your letter indicates the following:   Unfortunately, due to an extremely high work volume, there was a delay in processing your request to close your account when you contacted HSA Bank on April 12, 2016.   In your subsequent calls to HSA Bank in May and June 2016, you were informed that your account close request was received and in process.   I have verified that on July 1, 2016, funds for the remaining balance were transferred to your external bank account on file. Subsequently, your account closed on July 2, 2016. Due to the circumstances, HSA Bank has credited the $2.50 monthly service fee for April, May, and June 2016 for a total rebate of $7.50.   HSA Bank makes every attempt to process such requests in a timely manner. I apologize again for any inconvenience you may have experienced due to the delay in processing your request.   Please be assured we take these matters seriously and have shared this matter with the appropriate levels of management. I have also submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive management. Please also contact me directly at ###-###-#### with any further concerns or questions.   Sincerely,       [redacted] Customer Relations Specialist Office of the President   Cc: Revdex.com

Dear
Mr. [redacted]:
 
I
am writing in response to your recent submission to the Better Business Bur Bureau
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. My research regarding the concerns you outlined
in your submission indicates the following:
 
HSA
Bank charged your HSA account with a monthly fee of $3.00 for the investment
service fee and $ 2.50 for the monthly service fee for the months of March and
April 2015. At this time I would like to inform you that HSA Bank will refund
the service fees charged for both months as a goodwill gesture and confirm that
for 2014 the minimum daily average balance requirement was $ 4,925 as you
mentioned in your letter, however service fees change each year and are tied to the IRS Limits. 
You
can view the service fee amount information online under the tab Tools &
Support and view fees schedule for each year. For 2015 the service fees changed
as follow:
 
HSA
Service Fee $2.50 Fee will be waived when the average daily balance exceeds
$4,999.99
 
HSA
Bank HSA Investment Service Fee $3.00 Fee is waived when the bank account
balance at or above $5000.00.
 
Once
again Mr. [redacted], I want to apologize for any inconvenience this situation
caused you. You are a valued accountholder, if you have any further questions
regarding your Health Savings Account, please feel free to contact our Client
Assistance Center at ###-###-#### Monday through Friday between the hours of
7 a.m. and 9 p.m. CT and Saturdays from 9 a.m. to 1 p.m. CT.
 
Sincerely, Charlotte ** K[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 Mr. [redacted]’s concerns has been sent via US Postal mail to his address on file.

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 [redacted]’s concerns has been sent via US Postal mail to his address on file.

[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 mostly satisfactory to me.  The account transfer fee was waived.  The monthly services fees for the 3 months I have been trying to transfer were not waived.  I suppose I can live without $7.75.  No explanation was given for the lost transfer request forms nor the monthly service fees.  
Regards,
[redacted]

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 received the refund the day the response was received.  Hopefully the charges get a little more streamlined going forward so they are drawn consistently the same months.  Perhaps a feature would be to add the month the fee is for in the note of the transaction.
Regards,
 
[redacted]

November 13, 2015[redacted]
[redacted]
[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 Webster Bank, N.A....

 I
apologize for any frustration you experienced.My research regarding your
concerns, as outlined in your letter, indicates the following:HSA Bank records show that the
account holder, [redacted], contacted HSA Bank to add you as an authorized
signer to his health savings account on January 30, 2015.  An HSA Bank debit card, ending in [redacted], was
issued in your name and sent to you in February 2015.In February and March 2015, HSA
Bank notified account holders, via email, with important information regarding
upgrades scheduled for March 23, 2015, and how the changes would affect account
holders.  One of the changes involved the
issuance of new HSA Bank debit cards, which were sent to all account holders
and authorized signers in March 2015.  You
were sent a new debit card ending in [redacted].On November 5, 2015 you contacted
HSA Bank to activate your debit card.  At
that time, you were unfortunately provided with incorrect information in that
your debit card could not be found and that the debit card replacement fee of
$6.00 would not be waived.  Please be
assured that there was no fraud on the account and we have addressed this with
the parties involved as well as the appropriate levels of management for
coaching.  As a
courtesy and based on the circumstances, the $6.00 debit card replacement fee
has been waived.  If you are still
interested in obtaining a replacement debit card at no cost to you, please contact
Vanessa Hutchison at HSA Bank directly at ###-###-####.  I sincerely apologize again that you were
provided with inaccurate information. 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

At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service.
We have contact Mr. [redacted] directly and a written response addressing his concerns has been sent via US Postal mail.