Consumer complaint received 2023-10-26
Company: NORTHWEST BANCSHARES INC
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a company's investigation into an existing problem
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
On XX/XX/XXXX I had to file a police report for cyber hack and identity theft with the following XXXX XXXX and XXXX XXXX of NY and Northwest XXXX bank and XXXX  XXXX  the police XXXX at the time only written in the report what I had access to which at the time was a credit report from XXXX so she took my report her name is XXXX XXXX who works with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX XXXX, NY XXXX so on the report it shows XXXX XXXX with part of the account number and Balance owed and date it was reported. The second account that was written in the report was XXXX XXXX of NY XXXX with the balance owed and date the account was reported to the credit bureau. On XX/XX/XXXX I have been in contact with a woman who works for northwest XXXX bank located at XXXX XXXX XXXX XXXX, NY XXXX our conversation was on the telephone her name is XXXX I had explained how I am a victim of identity theft and cyber hack and explained that I had filed a police report on XX/XX/XXXX she was very sarcastic and rude and was taunting me because I do have a learning XXXX and have trouble with comprehension a little not bad and a little trouble with spelling so because I had asked her how do you spell your name she was appalled that I didn't know how to spell her name about the account I owe {$670.00} to Northwest XXXX bank now back in XX/XX/XXXX I had spoken to the branch XXXX who was a man I advised him at the time my account was hacked into and I'm a victim of Identity theft well as I am explaining all of this to her she rudely interrupted me on the phone and starts to talk over me and say that if your looking for any account statements we will not be providing you with any statements and that they have a research department that handles requests for account statement request they charge {$100.00} per hour and {$6.00} per page and that she felt that I should have saved every single statement as they have all been sent in the past I further went on to explain to her I had to go to XXXX XXXX with my husband twice XXXX in XXXX of XXXX for XXXX days and second trip was in XX/XX/XXXX to XX/XX/XXXX for a family emergency I said to her so let me make this right so your saying with everything I told u about me being in contact with your branch XXXX in XX/XX/XXXX then me being cyber hacked and a victim to ID theft you aren't gon na consider taking my police report and filing a dispute or won't give me any account statements she said you bet I am not gon na then says before her research team can get started on my request for statements I would need to pay {$670.00} first then pay {$100.00} per hour and {$6.00} per page copy she had no bedside manner or care for me being a victim to someone using my account with out my permission or knowledge. She also said I am past the 60 day statue of limitations for NY. 

When it comes to family first of NY XXXX located at XXXX XXXX XXXX XXXX NY XXXX I had called on the phone and spoke to a fraud XXXX her name is XXXX I had called her on the phone on XX/XX/XXXX and had a diolog with everything that me and my family have been through with the cyber hack and identity theft and this account was also hacked and told her I am not responsible for the entire balance now I did explain to her I did open this account and yes I did make a transaction but not responsible for the rest due to the fact it's fraud she was also very rude and kept on asking the same question over and over again telling me she used to work for the fbi and that I am past the statue of limitations I told her this isn't my first time this has happen because it happen to me when i banked with XXXX XXXX bank and XXXX and explained that statue of limitations is wrong because why would that bank help me with a claim and not then I asked her I need copies of every bank statement and she told me why what for she then said that I did all the transactions with out hearing me out fully she was rude and not being fair with me and said I would have to drive to the XXXX XXXX branch to get my statements after I have a interview with her she was speaking to me like a police XXXX and was wanting to interrogate me I didn't appreciate her attitude on the first call so after her telling me I would need to be seen in her office in person before any statements can be handed over and have a talk with her on Monday well I called her back and she went over some transactions with me and starts putting words in my mouth that I did every single transaction all because she looked and checked and said that all the transactions were done in the area where I live I told her that doesn't mean I did the transactions and asked her if there was any possibility of me going to the XXXX XXXX where I originally opened my account to get copies of statements she asked why do u want them when I just went through every transaction with you and no u can't you have to come to me I am the only person with your account I told her it was an inconvenience to me to drive XXXX minutes from my house when I have a medical XXXX and am in palliative care she did not care and I asked her can u mail the copies of every statement to my house she then says my address is listed as a bad address that's a lie cause I get all my mail packages medications with no problems so on XX/XX/XXXX XXXX calls again and is wanting me to call her but I don't feel comfortable calling her because of the way I was treated

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