Webster Bank Mobile App 4+

Horrible App

For the last few months I can never deposit my checks! If you try calling, no one answers. I was left waiting 30 minutes and then after 30 minutes it said another 30 minutes. I should just change banks at this point. I’ve been with this bank since it was Astoria. Astoria was the best. Sterling needs to care more about service to customers. This is a horrible app and horrible customer service. I also worry if I had a bank emergency, there is no help.

Developer Response ,

Dear catlove21, If you are willing to give us another chance, please contact us at sterlingsupport@snb.com so we can understand your situation better in order to try and turn your experience around. Please do not share account or SSN numbers in this communication. Thank you.

Locked out 3 days in a row/unknown security question

My account has been locked three days in a row. I called each day and the first two days Customer Service said I tried to open the App too many times and unlocked it without my changing my password. Today I asked for a text with a password reset link and got one, changed it, then was forced to get another verification text, then went through this same process on the App. It then asked me to answer a Security question I have never seen. I am increasingly worried that someone else is trying to access my account. I have been a customer for 35 years and learned along the way that the Developers actually read, respond and improve the App and online banking program, unlike Customer Service. I asked tonight to speak with a Supervisor and the Representative refused. FYI, I was locked out on an iPhone with a saved password which has been working with Face ID. Hence me being nervous about being locked out repeatedly. I noticed Face ID was disabled the first day and reset it only to be locked out again.

SMS notifications

transaction SMS notifications do not work as they should. the old version of the app sent me the exact amount that was charged at the time, this app sends (or not) messages without details at some odd times, never at the time when I'm doing transactions. Previously, it was immediately clear whether the transaction passed or not, and now you have to log in to your account every time and check in case of doubt. sometimes it's not possible because there are people around. earlier, you could just glance at the phone discreetly and it was known. I'm talking about this because I had several situations where the card reader jammed, I got an SMS from the bank with the transaction passed, and the seller wanted to make the transaction again because he thought it had failed. Only after showing him the SMS did he believe that one transaction had taken place. Notifications can now only be set from a given amount up or down, and as I mentioned before, they do not show the exact sum and Real time. it's frustrating.