Consumer complaint received 2022-05-20
Company: NORTHWEST BANCSHARES INC
State: NY
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
I opened a money market account with Northwest bank. I had a pretty substantial balance at one point in this account. I withdrew {$23000.00} from the account at one point. Then a few months later I withdrew {$2500.00}. I cant recall which transaction the conversation took place at but I VIVIDLY remember going into the XXXX XXXX branch of Northwest bank and asking the employee handling my request about the fee ( s ) involved in this, as I remember discussing fees at the time of opening the account. From my recollection at the time of opening, we discussed a fee if your account drops below a certain amount. So when I asked the employee to remind me what the fee ( s ) consisted of for having the account drop below the minimum needed, she told me there was a one time fee of {$10.00}. With that, I left the account open, as I didnt think a one time {$10.00} fee was a big deal. Fast forward to now and my account did drop below the minimum amount. However, since I remembered her saying it was a one time fee I didnt worry about the account. Then I recently checked the account after my spouse deposited {$100.00} into the account and realizing that not only had all of that money been taken from us to in recurring {$10.00} fees but also that the account was over-drafted for additional {$10.00} fees. With this, I planned on contacting the bank. Before I contacted them, I received an email from an associate explaining that they wanted to inquire about what we wanted to do with the account. I have emailed back and forth with a couple employees now, with the last one being an assistant manager at the branch. I had first asked to be refunded for the fees and then close the account. The employee informed me that they could submit a request but that the bank usually denies fee refund requests. Then she got back to me and low and behold they denied the request. I asked to speak to someone else about this which led me to an assistant manager who said they could refund me for only one {$10.00} fee. I re-explained the situation and asked for them to reassess. They got back to me again and asked me for information like date and name of employee who initially told me about the one time fee and then the assistant manager said the bank doesnt refund fees and that she put {$10.00} of her own money into my account to avoid an overdraft fee, along with other information all basically saying that there is nothing they can do and that they will be closing the account. 
I have been a customer at many different banks and also have multiple family members who work for banks and I have never encountered any issue with a bank refunded me for a fee and the family members have told me that their banks would never withhold money from a client after they were wrongfully informed by an employee. All I am asking for is to be refunded for the money that was left in the account after the account dropping below the minimum of {$2500.00} and any money that was deposited after ( if my calculations are correct from my statements it should be {$100.00} ). Unfortunately the bank is failing a customer and also will be losing two customers ( myself and my spouse ) because of this. I feel at a complete loss right now because I cant seem to get through to the bank and anyone that I speak with seems to not want to help and says there is nothing more that can be done. From my experience, I know that all it takes is the proper person is charge to bypass whatever rule ( s ) they are following and grant the request. I feel I am not asking for a lot here. Just simply asking for my money refunded to me. I truly hope someone can help me with this issue. Thank you in advance.

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