Webster Bank

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Little concept of customer service

Jul 6, 2012
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Pros:Human-looking people in their advertisements

Cons:Take a number, be a number.

The Bottom Line: There are much better banks and credit unions out there.


After four or five years of doing business with Webster, including a checking account and home equity loan, I can confidently say they are one of the most unpleasant financial instutitons I've ever worked with.

You cannot talk to any of them on a human-tohuman basis. You will get scripts of rules and financial product offerings in reply. The training they give their footsoliders is laughably bad. You can hear the scripts being repeated. I can only conclude they pay poorly and train poorly and so end up with employees who have no clue what they're doing and really don't care.

Then it seems that their growth strategy is to beat their customers a little harder so more money comes out of them a little faster. I have felt a bit like a piñata when reading my monthly statements from them.

If you complains, well, Wesbter's reply is to show you the newly written rule book, the one they wrote to get more money out of you. And if they do anything sleazy, well, refer back to the rules we wrote that let them be sleazy. Oh, then they'll offer you another financial product, which just seems like such an odd way to handle an upset customer. But I guess that's in their script.

They also seem to think that the best way to deal with complaints is to tell the customer how wrong they are. Reasonable, respectful questions are handled with a reading of the rules and, well, those are the rules. If you become upset, they read the rules louder until you submit. The idea that they might want to understand what went wrong is just not in the script.

I have three credit cards. When I have a problem or a question, they help me understand and come up with a solution in a friendly tone of voice. perhaps its the weather in India that makes them happy and helpful. Conencticut does get cold in the winter, but I've never heard of it producing brain freeze before.

To Webster their customers are simply sources of revenue, and the idea we're human beings who might want to be treated as such--maybe with some respect--is both alien and offensive to their corporate philoshopy as it might just dent profits. So they just didn't include it in their training manual.

While banks are getting a bad rap out there these days, some of them are run by competent people who are allowed to speak to you like a fellow human being.


Recommend this product? No


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