Consumer complaint received 2023-12-23
Company: NORTHWEST BANCSHARES INC
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Check deposited on XXXX  XX/XX/XXXX, was posted and available on XXXX  XX/XX/XXXX, between XXXX money was available not just current and 100 % processed, then switched to unavailable and put on another hold after already being fully processed, ( THE CHECK WAS ALREADY PAID AND DEPOSITED FROM THE PAYEE ACCOUNT ) I obviously was very concerned especially with the Holiday and expressed that religiously and reached out multiple times in several different ways, at one point I spent over a hour on the phone just to keep being told they couldnt help me with anything and they kept putting me on hold for another department, I explained the issues and clarified this was unacceptable, the refusal to be any help over phone to me was unacceptable, and the only way they can help and unlock my account and give me access to my funds was to come to a local branch with in there time schedule and they treated me very uncaringly. I was left with no choice to leave work especially after receiving confirmation of the check being paid in full from the other bank! I drove 32min to North West Bank local branch in XXXX in XXXX  XXXX were I met with XXXX inside the bank who spent over the first 20minutes on and off the phone trying to get into her own computer, I addressed the problem respectfully, provided all my information, and proof of payment being sent processed received etc, she had some knowledge of the issue from one of the brief phone calls Ive made prior to coming in person. I spent a additional hour and half taking turns on the banks phone with XXXX speaking to someone in another department, verifying all my information to them as well as XXXX pleading all my info matched up and I provided her with proof of payment and she strongly advised the person on the phone that I am who I said I am, the person on the phone name was XXXX also I blew was very disrespectful, aggressive, treated me as a burden with no remorse or anything, didnt care about the holiday or about all I had to do just to come to branch, he refused to unlock my account and give me access to any of my money, threatened me, etc!! Most answer I got is I can do whatever I want with your money and your account and because your making my day difficulties Im keeping your account restricted and not rereleasing any part of your money for another 7 days, O refrained from acting the way I should and prepared to leave, receiving a very basic apology from XXXX with no significant sincere and was offered to open a saving account, I left and now here I am screwed, IVE PROVIDED PROOF IN THE SCREENSHOTS IN REGARDS OF MY MONEY BEING AVAILABLE AND THEN BEING WRONFULY SWITCHED TO ON HOLD AND NOT AVAILABLE I ALSO INCLUDED PROOF OF CHECK BEING PAID ETC, I will directly file a police report if Im advised to by legal team of this matter and will make sure this robbery and the person on the phone is investigated and action of the matters will be taken against all involved if not respectfully handled immediately and my money, account access is not granted!

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 non-monetary relief