Consumer complaint received 2024-01-03
Company: NORTHWEST BANCSHARES INC
State: OH
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
I have a loan on a XXXX XXXX through Northwest Bank and have been paying on it since XXXX, in that time I have never missed a payment. In XXXX i realized i was out of loan payment slips to send in my payment. When logging into their mobile app to find contact info I was informed that I could now link an external account to make loan payments directly through the app, with the payment transferring directly from my checking account. 

I submitted all account info and waited on the trial deposits required for account verification. After three days the deposits were made and I logged into app toverify and make payment. I initiated a transfer of {$600.00} from my XXXX XXXX checking account to the loan, after i completed it I got a confirmation screen saying the transfer had been initiated. 

Early XXXX I receive a notification from a credit monitoring service saying that I had negative information on my report, upon checking it I was informed that Northwest had reported that I was over 30 days late on my account. I immediately called and explained that I had made the payment through their app. They told me they had never received it so at that time I made that payment and the next payment due at the same time. I asked them if they could remove the 30 day late mark on my credit since their app had told me it had been initiated, they told me if I did not have a screenshot to prove it then I was out of luck. When I asked why I wasnt emailed regarding my account like every other bank I use does they informed me that a letter had been sent and claimed that voicemails had been left. ( i never received an voicemails or a letter in the mail ) I called again on XX/XX/XXXX after I recieved a notification from another credit bureau regarding the late payment, during the course of tis call they asked me all of the same security questions that they have been asking since XXXX to access my account via phone. Those questions include your full address, and during this conversation I was told that I hadn't supplied the right address, I then gave them my previous address and once again they told me it was not correct. At this time I gave them the address that I had lived in in XXXX and was finally correct. When I questioned why I was never told that I was giving the incorrect address, they argued that I never changed my address and it wasnt their responsibility. But my argument was why over the years was I allowed access to a secure account even though I was not providing the correct address which was used as a security question to access said account, and had they informed me that my answer was incorrect in one of the many calls I had made since leaving that address then I would have got the letter that they claim they sent to notify me that my payment was late before it got to be XXXX  days delinquent. 

I have had a perfect payment history with Northwest bank for the life of the loan as well as all of my other creditors, and now have a negative remark on my credit report that will stick with me and adversely effect my score for the next XXXX years due to failures on many of levels.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation