Webster Bank — Local services in Glastonbury

I don’t think I’ve ever written a review of any establishment as I work in a customer service type role myself and I’m aware that many things can go on behind the scenes that can influence a customers experience. However, I was so bothered by the experience I had with the staff at this Webster branch the other day, I felt the need to say something. Thursday morning on my way to work I inadvertently left my wallet on the roof of my car while getting gas and drove off. Upon realizing it hours later, I called the gas station I was at as well as the local police department to see if it had been turned in, which it had not. Realizing I had no cash on me and just enough gas to get from New London where I work, to the closest branch that I am aware of in Glastonbury, I left work a few minutes early to get there. Knowing that I had no license due to my wallet being gone, I figured my work ID that provides a photo ID ,government issued with a security chip, as well as my full social would be enough to verify my identity and take some money out as I literally had nothing in my possession. Wrong.

I walked in and the only person to acknowledge me was a young blonde who was pleasant and willing to help once I explained my situation…until her co-workers overheard. I soon realized she must have been new. I heard one of them say “uh uh… do you know her. Who is she?” Another one quickly intervened and the whole exchange took a turn. Apparently my work ID was useless despite it being government issued because it doesn’t have my signature on it. I quickly offered to provide my full social and was repeatedly dismissed. The teller who took over explained she would have to call the branch I opened the account at. Ok, fine. After a few minutes she comes back and basically told me she’s “doing me a favor” by even considering this as she handed me a withdrawal slip. I filled it out and signed it. At which point she nearly threw it back at me and said “it doesn’t match! It’s not even close to what we have on file!” ….. ok. So you mean the signature I used 10 years ago when I was 22? Once again I offered to provide my full social and was dismissed again. At this point I’m upset and crying as a very stressful situation is becoming more stressful and I feel like I’m being treated like a criminal trying to steal someone else’s money. The teller tells me she’s “sorry” but she’s trying to protect my identity. Uh huh. Right. So after me basically begging for them to allow me access to my own money, the lovely teller whose name I did not get, finally agreed to let me withdrawal my money. But remembered to remind me she was doing me a favor. Right. This lovely lady who put me through hell for a 200 dollar withdrawal, who was so concerned about my identity, and also refused to give me a temporary bank card… at the end of all that, since she was so concerned about protecting my money and my identity… you’d think she would have cancelled my lost card, right? No. No, she did not. As I found out today after going to the Enfield branch and dealing with a much kinder staff who allowed me to withdrawal money based on the identification I provided and also gave me a temporary card so I wouldn’t have to go through that again.

I apologize for the length of this review, but other than filing a formal complaint, this is the best I can do. To the young blonde who was training that day, thank you for trying to be helpful. Im sorry you had to end your...

The drive through at this location is painfully slow. No lie, I have sat waiting in the drive up line for 10 minutes. This is totally unacceptable. Every now and again the drive up service will be relatively fast but for the most part it's just plain awful. They appear not to have a dedicated person handling the drive up. I live on the East Hartford/Manchester side of Glastonbury and often find it easier to go to the Webster Bank on Silver Lane in East Hartford because it's so much faster. It's a shame this is the only Webster location in Glastonbury. Stop being cheap and...

Our company has been working with Webster for quite a few years now. We have several million dollars worth of business with them. I have to say being only here going on a year, I am always pleasantly surprised with the service we receive. You would image with that many irons in the fire we might be considered a pain in the you know what but every time we are met with smiling face and an eagerness to assist. So a special thanks to Eve Acosta for everything you do! I really appreciate it and look forward to our continued growth and...