Complaints

This profile includes complaints for Northwest Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Northwest Bank has 173 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Northwest Bank

  100 Liberty St PO Box 128 Warren, PA 16365-2411

• 

  Northwest Bank

  14 Lafayette Square Buffalo, NY 14203

• 

  Northwest Bank

  2300 Grand Island Blvd Grand Island, NY 14072

• 

  Northwest Bank

  3105 Niagara Falls Blvd Amherst, NY 14228

• 

  Northwest Bank

  4435 Transit Road Buffalo, NY 14221

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone has opened a bank account in my name but it wasnt me. I spoke with a ***** from fraud at Northwest a ways back. I let him know I did not open an account at that bank. He said he would take care of it and not to worry. I just got a statement to my Dads house in my name that is overdrawn by $1,000. Please fix.

  Business Response

  Date: 04/22/2025

  Northwest investigated this complaint, and a member of the ************************** spoke with the customer on April 21, 2025, to address their concerns.
  
  As of the date of this letter, Northwest considers the matter resolved and our complaint file is closed. 

  Customer Answer

  Date: 04/22/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The bank refuses to tell me what the check in the amount of ******* is for. Also there is no online banking or debit card to be issued for my account which was agreed upon by both parties on the opening of this account, which was opened over 20 years ago.

  Business Response

  Date: 04/11/2025

  Northwest Bank investigated the complaint, and it was determined that all bank policies and procedures were followed in accordance with applicable laws and federal regulations. 
  
  Please know that Northwest Bank issued a letter directly to the customer addressing her concern on April 11, 2025. 
  
  

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/28/22 to present statement said amount due ******** I paid ******** ***** more than I owed and should have brought my account current very next payment that should have only been roughly ****** instead was ****** so again I over pay as there are supposed to be no charges per contract and gave them ******** ***** more than I owed this type of activity continues with harassing calls and for closer threats double charging everytime I called to complain or question I would be to not only do I need to pay amount due but also past due amount (see statements submitted) as they are both next to each other at the bottom of the statement but the past due is already added to the amount due at the top in explanation section also explanation of payment doesn't match payment breakdown, charges not explained moving money calling it a reversal and then charging me for it calling it a few, at signing they agreed to remove my cosigner and never did. These actions had physical mental health and financial damages as a result. I narrowed ********* they've charged ********* in fees I've paid ********* they say I owe ********* they caused losses to the extent of ********* plus the stress created and contributed to my present disability

  Business Response

  Date: 04/10/2025

  Northwest received the initial complaint directly from the customer on April 03, 2025. At that time, we investigated the complaint, and it was determined that all bank policies and procedures were followed in accordance with federal regulations. 
  
  A member of the Resolution Team spoke to the customer on April 07, 2025, at which time he was informed a secondary review would be conducted. 
  
  As of the date of this letter, Northwest is completing our review of the situation and will reach out to the customer via letter. 

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   I reply to their response as with all communications thus far and the fact that they failed to act, correct and or review. The fact that they state in response they investigated once already and admit no fault as well as the amount of time that has been allowed to pass and the huge impact that their actions have negatively physically, mentally, and emotionally impacted my life. The blatant disregard for my concerns and the communication with ******** ****** who was RUDE, unempathetic and unprofessional in her tone and concern and response. Three years I've had to except and indur this and they have been getting away with it. I have no faith nor trust in the people and or the company. Their bias actions and mishandling of my account and my money, the unfair/predatorial action. They have made no offer nor attempt to correct their wrongs to atone show remorse to return me to the whole state at which they have removed me from. Something must be done I can only imagine if they did this to me how many others has it happened to and I believe if left to handle in house they will brush it under the rug or incorrectly handle it has already been proven they can not be trusted.

  
  Regards,
  
  **** *****

   

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two purchases were made within seconds of one another at Tops Market in ********* on 1/23/25 causing an overdraft of my account at around 8 pm while the bank was closed. I signed an overdraft protection at the **** to alleviate this problem from occurring. This agreement was evidently not filed at the bank. There was more than enough money in my linked savings account at **** to cover these charges. My direct deposit check went into the bank within a few hours of these purchases being made -at 12:01 am on 1/24. The deposit was in prior to the bank opening at 9 am on 1/24. **** opted to charge my account two separate $37.00 charges for both transactions at the grocery store since they occurred prior to the direct deposit of my paycheck, in spite of the bank being closed, during both of these transactions . I attempted to resolve this issue with the bank since I have been a loyal **** customer for over 20 years and have over $16,000 in savings at this bank. The banks response was to only offer me one $37.00 overdraft charge -back into my account. I feel this is malfeasance on the part of this company and this has happened to numerous other people as well where withdrawals are being taken out prior to direct deposits even when the bank had, for years prior, accepted the deposits before taking out an auto-withdrawal sums causing these individuals to incur overdraft fees and to ultimately stop doing business with Northwest Savings Bank altogether. This banking scam they are running needs to be addressed for myself and for the other people who have been victimized by this bank.

  Business Response

  Date: 01/30/2025

  Northwest Bank received the initial complaint directly from the customer on January 25, 2025. At that time, we investigated the complaint, and it was determined that all bank policies and procedures were followed in accordance with federal regulations. 
  
  A letter was issued to the customer on January 27, 2025. A copy of our response is attached for your review. 
  
  As of the date of this letter, Northwest considers this matter closed. Any additional concerns we receive regarding this matter will be reviewed, but not addressed unless new information, that requires further investigation, is provided.
  
  

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Regards,
  
  ********* *********

• Initial Complaint

  Date:01/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A year ago, there was an issue with the online banking portal. My husband found out accidentally 2 weeks after he submitted our payment to the Northwest Credit Card that it did not go through. He called the customer service department which told him to try again. It still did not go through, so he was told to call again on Monday. After many calls and attempts, the bank just mailed the payment. By this time the payment was late. Being that this was a Northwest Credit Card and we are paying through Northwest bank, we figured it would be taken care of. When we received our bill, we were charged a late fee and interest. We pay our entire balance every month so we never pay a dime interest. We have called multiple times in the last year trying to get someone to listen to the recorded phone calls that prove we were trying to rectify the issue and not just refusing to pay. They refuse to discuss it and just say they will not clear the charges. Over the years time, they keep racking up late fees and interest payments. Now they are saying we owe over $600! All of that is their late fees and interest rates. Now every month they are putting a derogatory statement on my credit report. How is that even possible to keep getting points taken off my credit report for the same one sided issue? We do not owe a dime for anything we have bought with the card. We have never paid a bill late or not at all in over 20 years and have over $100,000 in cash in the bank. This is totally ridiculous and a one sided argument. Looking at the reviews, we are NOT the only customer that has had issues with the online banking. They have a 1.04 out of 5 star rating but yet they still have an A+ rating. All of this proof and yet I am still the one who suffers by getting bad marks on my credit report. Please explain this to me.

  Business Response

  Date: 01/22/2025

  Northwest Bank (Northwest) is in receipt of your letter dated January 20, 2025, regarding the above referenced complaint. 
  
  Northwest received the initial complaint directly from the customer in February 2024.  At that time, we investigated the complaint and responded by phone on March 20, 2024. It was explained that all calls with the ************** were reviewed, and it was confirmed there was no bank error.  Mr. ******** has been paying his wife's credit card from his online banking profile, which results in a draft check being mailed. The check will not be cashed from his account until the payment is received.  Mr. ******** was provided suggestions to make the credit card payments, through his wife's online banking as a transfer from checking, or over the phone, which are free options. Mr. ******** mentioned having to click several times to submit a bill pay payment before the system would register however, we were never able to find any error.
  
  Our investigation revealed that all bank policies and procedures were followed in accordance with federal regulations. The request for the interest charges and late fees to be refunded was declined because alternative payment options were provided before these fees were assessed.  
  
  Northwest received an additional complaint in September 2024 regarding the same issue.  The situation had not changed, and the banks position had previously been discussed with Mr. ******** in March.  We tried to contact the Mrs. ******** by phone on September 30, 2024, and left a voicemail with contact information.  To date the Bornemans have not returned our call. 
  
  As of the date of this letter, Northwest considers this matter closed.  Any additional concerns we receive regarding this matter will be reviewed, but not addressed unless new information, that requires further investigation, is provided.
  
  

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  This response from Northwest Bank is extremely lacking in important details.  For example, *** ******** has reported numerous failed online banking payments to Northwest Bank and none of them have ever been resolved.  There are many more exaples that have been given to Northwest bank besides the credit card payment.  *** ******** was on a recorded phone call with a Northwest Bank representative when he attempted to reenter the payment in question and was told it didnt go through with no explanation as to why and it definitely wasnt because the funds were not available.  Northwest Bank did offer other ways to pay rather than the draft check being mailed but each one was (on recorded calls) found to not be reasonable available options.  The most import of these is that the credit card in question as well as the one issued to *** ******** do not show up (transferred from checking in this response) when logged into online banking with Northwest Bank.  It was determined that is because Northwest Bank set up *** ********* online banking profile under a business account and therefore they were not able to link personal credit cards to the profile.  That is a Northwest Bank issue and there is nothing *** or **** ******** can do about that and eliminated that option.  There werent any other options given like paying by phone as stated in this response.  *** and **** ******** were both standing in a Northwest Bank branch ready and willing to pay the balance in full and no option was given to do that.  All we were told is there was nothing they could do.  How much more can be expected from a consumer?  Was every effort not made?  There was no other faster way available to pay the bill even though it took three attempts to do so due to Northwest Banks online banking failures.  The good news is *** ******** has developed his own system to identify these failures as they are so common and he has explained it to Northwest Bank.  If not for that the issues would not be noticed until the next months bills were sent out.  It is also important to note that Northwest Bank told *** ******** he should be able to pay the bill any way he wants (specifically including online billpay) and that this method worked without issue many times before.  This response references **** ********* online banking profile, she never had one.  What are they talking about?  This response says calls have not been returned, that is a complete lie.  Both *** and **** ******** have been in contact with Northwest Bank about this issue countless times for over a year now.  Each time the call is recorded and Northwest Bank has all the recordings which they refuse to give to the *********.  Must be things they dont want everyone to hear, what other conclusion can one come too?  The September 30, 2024 call referenced in the response is a perfect example.  We have a voice messaged saved that we can and will share if need be that says this is not an urgent matter and and you only need to call back if you want to.  At that point we had been explaining the situation for eight months, what else would we have to add.  Now Northwest Bank wants to say we never called them back as a result of that call when the truth is we have talked to Northwest Bank countless times both before and after that call.  Its interesting that they note that call when we have the voice mail proving them wrong.  Just another total lie.  The truth is when we asked to speak with management at Northwest Bank we were told that someone would call us back but to date nobody has.  All we can ever get is another person we have to start all over from the beginning with.  I guess nobody there can read the notes or listen to all the recordings they are keeping.  Why is that?  When *** ******** told them he would not consent to the recording of calls because they would not share it with him, they said they would not be able to speak with him anymore if he didnt consent.  How is that going to solve anything and why dont they want to share the recordings?  In the end the conversations continued in an effort by the ********* to resolve the issue and to this day Northwest Bank has not shared any recordings.  Its also important to note that every time the ********* called everything had to be explained from the very beginning over and over even after being told notes were being recorded and the calls were being recorded.  How could none of the people we spoke with know what was going on all along?  Now all of a sudden Northwest Bank has details and dates to respond to this complaint, why didnt they have that during the countless phone calls between us?  Why didnt they know what was going on, most likely because they didnt want to make it easy for the customer and they hoped we would just give up.  There are many more details that could be discussed but based on this response, countless discussions and other complaints with the BBB it looks like Northwest Bank would rather lose another good customer than solve a problem and work with their customers.  The ********* will give ************************* days from the date of this response to come up with something better than the lies and lack of action they have taken for almost a year now including reversal of any and all negative credit reports or the ********* will move on to a bigger better bank.  That is not our preference but this has to end and it appears Northwest already considers the matter closed.  Thats a shame.  We will move on to the next forum if this one doesnt resolve the issue.  There is no new information related to the matter that Northwest Bank doesnt already have if they look for it which they wont because they dont want to find it or they will try to twist it in a way to favor themselves.  Thats not a game we will continue to play.
  

   

  Regards,
  
  **** ********

  Business Response

  Date: 02/11/2025

  We appreciate the customer taking the time respond. We would like to reiterate the sequence of events:
  
   
  
          In January 2024, the customer reported a problem with *********************** **************************************** that prevented him from paying his wifes Northwest credit card.
  
          The matter was investigated but no systemic error or problem could be identified.
  
          A ************** Specialist suggested to the customer that the credit card payment could be made either as a Transfer through his wifes ******************************* or over the phone           with a Specialist. Both are free options and payments are processed on the date theyre made.
  
          The customer made the credit card payment using his **************** on January 24, 2024.
  
          Check was issued and mailed to Northwest on January 25, 2024.
  
          ***ment Due Date: January 26, 2024.
  
          A Late Fee and Interest Charges posted on February 1, 2025.
  
          Check was received and posted to the account on February 5, 2024.
  
          The Late Charge was refunded as a courtesy on February 15, 2024, but Northwest declined to refund the Interest Charges because there was no bank error.
  
   
  
  The above was explained to the customer by phone on March 20, 2024.
  
   
  
  Customers may pay their ********************** credit card at any Northwest ***************** This is also a free option, and payments are processed on the date theyre made.
  
   
  
  To clarify, the husbands online banking profile was set-up correctly. He cant access his wifes credit card account through his online banking nor authorize a payment over the phone with a ************** Specialist because he isnt the owner of the account.
  
   
  
  The fact remains other payment options were available, and the customer chose to make the payment through his Bill *** and the payment was received after the due date.
  
   
  
  Northwest considers this matter closed.
  
   
  
  
  
   

  Customer Answer

  Date: 02/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To whom it may concern,
  I do not accept the response from Northwest Bank as a resolution.  The fact that they are saying there was no issue with the online banking system is a flat out lie.  If they would pull all of the phone calls from my husband and my cell phone numbers, you would see that there was in fact an issue.  The calls began around the second week of January, well before our payment was due. You will find that my husband not only found an error, but the error was duplicated while on the phone with one of the Northwest bank customer service representatives. Blindly accepting that what they say is true is an injustice to consumers. 
  In addition to this blatant lie, I dont understand what they are charging us for.  They stated that they removed the late fee.  What else do they keep charging us for???  If you look back at all the credit card statements, we paid all of our balances in full.  The only changes are their continued charge of late fees and interest. If you truly want to get to the bottom of this complaint, you will ask for the phone records.  If that is not an option, then this will never be resolved and I refuse to pay for fees and charges for something that was not our fault.  Again, look back at all bills that we have ever had with Northwest, you will see they were all paid IN FULL each month.  We have never paid a dime in late fees or interest since we opened this account.
  If there is no resolution other than clearing this charge and restoring my credit score, we have no choice but to close all of the accounts that we have with Northwest Bank.  Unfortunately, they will be losing a great customer who has had multiple accounts and a stelar reputation with our money management. We will be pulling over $100,000 in cash at once along with a number of mortgages that have never been delinquent. If they choose to lose a loyal customer over their made up fees then so be it.
  
  Sincerely,
  **** ********
  

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refuse to cash checks issued by them i have made several attempts to do this they keep telling me they have to contact the issuer and they only have phone number to answering machines so I cant cash them until they speak with someone this has been going on since September and I have no salution

  Business Response

  Date: 12/24/2024

  Northwest Bank (Northwest) is in receipt of your letter dated December 20, 2024, regarding the above referenced complaint. 
  
  Please know that we have completed our review of the concern raised and responded directly to Merchant Miley addressing the situation on December 19, 2024. 
  
  Northwest considers the matter closed.  
  
  

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Northwest Bank along with *********** are colluding together to defraud me of $500.00 both blaming the other person/entity, but both being part of the same FDIC corrupt organization.

  Business Response

  Date: 12/20/2024

  Northwest investigated this complaint and responded to ******* ****** in writing on December 4, 2024. Our investigation revealed that all bank policies and procedures were followed in accordance with federal regulations, and it was explained that he would need to contact the merchant directly to recover the funds.  
  
  As of the date of this letter, Northwest Bank considers this matter closed.
  
  

  Customer Answer

  Date: 12/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference below I still have concerns.
  

  I have reason to believe the bank has not followed policies and procedures in accordance to federal regulations. I also have reason to believe the Northwest Bank is in fact still in receipt of the funds. Northwest Bank has not provided proof otherwise. 

  Regards,
  
  **** ******

  Business Response

  Date: 12/27/2024

  Northwest Bank (Northwest) is in receipt of your letter dated December 26, 2024, regarding the above referenced complaint. 
  
  As previously stated, Northwest investigated this complaint and responded to ******* ****** in writing on December 4, 2024. Our department has thoroughly reviewed the research, and the decision made by Northwests ************************************ regarding Mr. ******* dispute.  Our investigation revealed that all bank policies and procedures were followed in accordance with federal regulations. The dispute was denied appropriately.  Due to the payment being a business CCD (cash concentration and disbursement) transaction Northwest is unable to return the payment past the 24-hour time frame.  Mr. ****** will need to work with the merchant directly to recover the funds.
  
  In the response provided to Mr. ****** on December 4, 2024, Northwest provided documentation from the *************** regarding the *********** transaction in question along with the Final Determination letter for his dispute, and the checking account statement dated October 31, 2024, reflecting the posted transaction in question.
   
  As of the date of this letter, Northwest Bank considers this matter closed.  Any additional concerns we receive regarding this matter will be reviewed, but not addressed unless new information, that requires further investigation, is provided.
  
  

  Customer Answer

  Date: 12/31/2024

  Better Business Bureau:
  
  Northwest Bank is full of it. Everyone should withdraw their money from Northwest Bank. They are dishonest. The *** hasnt even settled yet where they owe payment to the other institution. Settlement doesnt take place for 60 days. 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:12/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Northwest customer here for 40+ years! Was advised by customer service on the telephone I had to physically go to my branch bank in ******, ** to address why I was charged a $10 service fee on an account that had a $0 balance. The very nice teller told me she couldn't do anything about it so I asked to see the manager as I was told on the phone they could handle my problem about the charge. I was told no one in authority was there. Then a rude teller who I'd dealt with on 10/14 came over and interjected that my deceased partner had been paying the charge previously. So what? He made more comments which I didn't hear thankfully. I said I wanted to close my 2 accounts and be done with Northwest after that and just deal with *** who has treated me fairly over the years. Again, the rude teller interjected "they don't always treat people right".! I was told I couldn't close my money market account with the service charge until I paid it! So I had to pay $9.98 (account had accrued .02 interest). As I left the buidling the rude teller hollered an apology at me across the bank lobby. Contacted Northwest customer service and filed a complaint. Was called back and told they can't refund the $9.98 service charge because it was "policy" unless the bank made an error. The bank errored in sending me to the bank to ask for a refund in the first place if they knew they wouldn't give it to me, and the bank errored by having a teller that treat me rudely. I would like my $9.98 cents refunded to me and that is my "policy".

  Business Response

  Date: 12/11/2024

  Northwest is in receipt of your letter dated December 10, 2024, regarding the above referenced complaint. Northwest investigated this complaint and contacted the customer on December 10, 2024, to address their concerns. As of the date of this letter, Northwest Bank considers this matter resolved

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The bank did contact me, but offered no resolution when I asked for my $9.98 service charge on my $.00 balance in that account.  They said it was "policy" unless the (the bank) made an error.  The bank errored when their customer service phone *** told me to drive to the branch bank to have this charge resolved. I went to the bank only to be informed by a rude teller that all the branch manager could do is file a request, but it is "policy" not to refund the charge.  After a 20 year mortgage that was paid off I thought this would be handled in a fair way.  Instead, Northwest puts "policy" and money ahead of good will toward the customer, which is not what they advertise.  I consider this a bank error and kindly request my $9.98 refunded to me. 
  
  Regards,
  
  *** *******

  Business Response

  Date: 12/11/2024

  Northwest Bank understands the customer is unhappy with some of the terms of the product, such as the required minimum balance and monthly service charges. 
  
  While we understand the customer is dissatisfied, all fees were appropriately disclosed and correctly assessed.  For this reason, we are unable to accommodate the request for reimbursement.
  
  

  Customer Answer

  Date: 12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I'm sorry Northwest Bank wouldn't refund my $9.98 unnecessary charge. They state the reason for this charge is well documented.  I've never seen this documentation nor was I ever forewarned there would be such a charge.  The bank made several errors in my opinion which they won't even acknowledge from a rude teller to making statements that were clearly untrue. Just disappointed that Northwest Bank puts their "policy" ahead of doing the right thing for a customer. And I thought this small charge would have been easy to get resolved.

  Hope other people read this before they get caught up in ridiculous "policies" that clearly shows Northwest Bank puts put their profits, no matter how small it is, ahead of the customer concerns and just plain good customer service.
  
  Regards,
  
  *** *******

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has been happening the last couple of days. I have been trying to close my checking account. There were documented unauthorized transactions. I tried repeatedly to dispute the unauthorized transactions. But, they would not let me. They kept on charging me $37 every time the transaction was reversed. Because of this, the checking account is -$74. They want me to pay what I do not owe.When I called the bank making the unauthorized transactions, they admitted that the transactions were unauthorized and that they wouldn't stop them unless a stop payment was issued.

  Business Response

  Date: 12/11/2024

  Northwest Bank (Northwest) is in receipt of your letter dated December 09, 2024, regarding the above referenced complaint. 
  
  Please know that we have completed our review of the concern raised and responded directly to the customer addressing the situation on December 11, 2024. 
  
  Northwest considers the matter closed.  
  
  

  Customer Answer

  Date: 12/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They closed the account and took care of the negative balance that was incurred to an unauthorized transaction that kept on coming out.
  
  Regards,
  
  *********** ******

• Initial Complaint

  Date:12/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Against Northwest Bank for Unjustified Refusal of Car Payment To Whom It May Concern,I am writing to formally lodge a complaint against Northwest Bank concerning their refusal to accept a car payment of $1600 for my auto loan account, without providing any formal notice or justification. This action has caused significant inconvenience and potential harm to my credit rating, and I seek immediate intervention to resolve this issue.**Details of the Complaint:**-**Account Information:** Loan Account Number: [ *********** ] Vehicle Details: [ ************* AMG GLE 53, 2022] -**Incident Description:** On November *******, I attempted to make a scheduled payment for my auto loan through an external bank transfer, from my ***** personal checking account . However, ********************** refused to accept the payment without any prior notice or explanation. This refusal occurred despite my account with ********** being in good standing and having the verified funds.-**Consumer Protection Concerns:** Under federal consumer protection laws, particularly those concerning fair lending and debt collection practices, financial institutions are required to provide borrowers with clear communication regarding their accounts. *********************** failure to accept my payment and their lack of communication constitutes a breach of these obligations and may violate regulations under the Consumer *************************** (CFPB).**Impact on Consumer:**- The refusal to accept my payment has caused undue stress and confusion.- This incident could potentially impact my credit score and financial standing, as it may be recorded as a missed payment.- I have incurred additional costs and time in attempting to resolve this issue directly with the bank, with no satisfactory response.

  Business Response

  Date: 12/09/2024

  Northwest Bank (Northwest) is in receipt of your letter dated December 7, 2024, regarding the above referenced complaint. 
  
  Please know the customer filed a complaint with the ********************** *************************** and Northwest will provide a detailed response in writing directly to the regulatory agency along with the customer on or before December 20, 2024.