Business Profile

Bank

Northwest Bank

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

49 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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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: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.
Initial Complaint
Date:11/24/2024
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.
21 days ago I've been with Nortwest about 20 years and do every type of service with them. About a month ago a fraudulent gas station charge of $70 appeared on my card from Love's truck stop in conneaut OH. Filed a fraudulent claim with *******. They stated it's my problem not theirs. Well Northwest, good bye to your bank! After 20+ years with you I'm now totally discussested with your handling of fraudulent charges on my account. Looking forward to opening an account at another institution that will value me as a long time loyal customer.
Business Response
Date: 11/25/2024
Northwest Bank (Northwest) is in receipt of your letter dated November 25, 2024, regarding the above referenced complaint.

Please know that we have completed our review of the concern raised and responded directly to *********** ******* in writing addressing the situation on November 18, 2024.

Northwest considers the matter closed.

Customer Answer
Date: 12/05/2024
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 am totally dissatisfied with my bank's (Nortwest) disregarding basic customer/********************** FRAUD protections. Recently my ************* card was fraudulently used in the amount of $70.45. Unfortunately ************* views this fraudulent use as "Not our issue".
I am requesting ************* to honor their commitment to lawful and ethical business practices to protect consumers from fraudulent Bank card use as I recently suffered.

***** Cherico
Business Response
Date: 12/09/2024
Northwest Bank reviewed and processed dispute #****** on the customers behalf. At the time of filing the dispute, the customer reported that he had authorized the transaction but that the service requested was not fulfilled by the merchant. This transaction would not be considered fraudulent.

Our department has thoroughly reviewed the research, and the decision made by Northwests ************************************ regarding the dispute. Our investigation revealed that all bank policies and procedures were followed in accordance with federal regulations. The dispute was denied appropriately.

Per rules set in place by ***** transactions conducted at Automatic Fuel Dispensers are invalid for dispute and must be resolved through the merchant.

Customer Answer
Date: 12/09/2024
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.

Regards,

*********** *******
Initial Complaint
Date:11/19/2024
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.
In late 2017 I opened a checking & savings account at ********************. I had opened it with $1000 in the checking & $1000 in the savings account. There were no fees for having these accounts upon opening them. I left these accounts untouched. In 2019 I moved from the address this bank had on file. I received no statements or communication from this bank I also do not have an online account set up. I just received notice from a debt collector of an overdraft fee from Northwest bank. I called & inquired about why there is an overdraft fee on an account I have left untouched. I was told they started charging me a fee of $25 a month in 2020. They could not provide a reason as to why I was being charged a fee after years of no fees. I also received no notice of this fee. I want the money returned to my account that was fraudulently taken. If I am unaware money is being taken from my account that is blatant fraud.
Business Response
Date: 11/25/2024

Northwest Bank (Northwest) is in receipt of your letter dated November 19, 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.

Northwest considers the matter closed.

Customer Answer
Date: 11/25/2024
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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

***** *****
Initial Complaint
Date:10/07/2024
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.
I have been locked out of my online banking at Northwest. I have called customer service, their fraud department, and the local bank (**************) and no one will unlock my account. I spoke with customer service again today and they wont allow me to login in to access my account. This is the second occurrence in a month . They required me the first time to purchase a new computer or take my current computer to geek squad prior to reopening. Please help. Im on this account with my 81 year old mother (**** ******) who is struggling to cope with this stress. We keep getting the run around. Everyone keeps passing us to someone else with no success in resolution. She has bills to pay. Thanks for your kind consideration in this matter. ********.
Business Response
Date: 10/08/2024
Northwest investigated this complaint and contacted customer on October 8, 2024, to address their concerns. As of the date of this letter, Northwest Bank considers this matter resolved.
Customer Answer
Date: 10/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22390303, and find that this resolution is satisfactory to me.

Regards,

Jennifer Matijevich
Initial Complaint
Date:06/12/2024
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.
My mortgage payments are paid directly to Northwest on a scheduled monthly basis from my credit union. The payments are scheduled to be mailed 6-8 business days prior to the due date and 16-18 days prior to the date of incurring a late fee). I have have been paying my mortgage payments through this service since the inception of my mortgage in August of 2020. My payments have been always received on time every single month since August of 2020 (and I always pay more than the minimum).

In March of this year, I received notice from Northwest that my payment was not received. I checked with my bank and the payment was sent out as scheduled. Northwest charged a late fee for this. My bank sent me a letter stating that the payment was made, with the check number, amount and the date it was mailed. The payment then finally showed up 3 weeks later.

Thinking this would be a one-off situation, I didn't pursue getting a refund of the late fee, as I thought maybe it was a postal error. Then, the same thing happened again in May. My payment was again "lost" in the mail and I was charged another late fee. I obtained another letter from my bank with the date the payment was mailed, check number and amount.

I called Northwest asking that the fees be waived, as I clearly (as evidenced by the letters) was making the payments each month prior to the due date. They refused stating it was not a bank error, so they were not going to remove the fees. When I talked to the first customer service representative, she did state that she had other customers calling saying that payments were not received. This sounds like it is a Northwest bank error to me. Are they intentionally "not receiving payments" as a way to charge non-refundable late fees?

I pay all of my bills through the same bill pay service and not a single other one has been late or not received, so it certainly sounds like an issue with Northwest.
Business Response
Date: 06/20/2024
Northwest investigated this complaint and sent a letter
to ******* ****** today to address their concern. As of the date of this
letter, Northwest Bank considers this matter resolved.
Initial Complaint
Date:04/18/2024
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.
I have been paying on a car loan for 3 years and the bank has not allowed me to set up autopayments. I keep having to pay over the phone which is costing me 10$ each time. Everytime I keep trying to set it up they come up with an excuse that I can't. This last time I set it up perfectly and they told me my external account had been erased and the payment didn't go through and they wanted to charge me a late fee. I believe this company is scamming and nickel and dining people every chance they get. I have every other account set up with autopsy except them something needs to be done about it and the money they've been scamming me for
Business Response
Date: 04/26/2024
Northwest Bank is in receipt of your letter dated April 18, 2024 regarding the above referenced complaint. Northwest investigated this complaint and attempted to contact Mr. ***** by phone on April 23, 2024. When we did not hear back, Northwest issued Mr. ***** a letter via email to address their concerns on April 26, 2024.

As of the date of this letter, Northwest Bank considers this matter resolved.

Customer Answer
Date: 04/26/2024
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.

*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

They done nothing to fix this matter just brushed it under the rug like all big corporations do they will keep scamming and nickel and dimming people. They are pretty much trying to justify all the fees they've given me all because I couldn't set up the direct pay

Regards,

***** *****
Business Response
Date: 05/02/2024
Northwest Bank responded directly Mr. ***** and provided multiple options to make loan payments remotely,
including but not limited to: by mail, through Online Banking, and over the
phone with a fee via BillMatrix. A welcome letter was sent August 5, 2020 with additional information and was included with our response. Further more Mr. ***** has not accessed his OLB profile since August of 2021 nor has an Automated Clearing House transfer been established. Mr. ***** can call ************** for further assistance in setting up the external account transfer.
At this time Northwest Bank considers this matter closed.
Initial Complaint
Date:03/25/2024
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.
On Feb. 28th I called for a payoff and requested my automatic billing be canceled. That day I overnighted my payoff to them. 3 weeks later they took another payment of $387 from my account. This charge overdrew my account and caused me to miss payments to other bills. I called to let them know and they informed me they couldn't cover the over draft since I only have a loan with them and no other accounts and that I should have known they'd still pull payments on a loan I no longer have and I needed to contact customer service. I called the number provided and was told that I needed to contact a different department and that it could take up to 6 days from the date it processed to go into my account. That payment processed March 15th. I contacted them again after that 6 day period and explained I really needed that money returned to make a bill payment and was told that the time frame isn't always 6 days and can be longer. I'm worried about not getting my money and late fees on other bills for something that I was told on my first call would be canceled.
Business Response
Date: 04/02/2024
Northwest Bank investigated this complaint and attempted to contact ******* ****** on April 02, 2024, to address their concerns. A voice mail was left with contact information for Ms. ******.

As of the date of this letter, Northwest Bank considers this matter resolved.
Initial Complaint
Date:03/08/2024
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.
To whom this may concern,

I’m showing an incorrect item just reported on my credit report from Northwest bank, they submitted on my account a charge off in error, this is incorrect as recorded. Northwest has received a final payment of $15,500 in Jan 2024 to close out the account as this was the number reported to me from Northwest. I’m needing some help from BBB to clear up this item as I have tried to get a resolution with no help from Northwest
Business Response
Date: 03/13/2024
Northwest Bank is investigating this complaint and will contact Mr. ******** to address their concerns.
Initial Complaint
Date:02/23/2024
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.
On February 21st, 2024 Northwest charged me $300.00 dollars for a settlement of $600.00 dollars I thought was received from Senior Life Insurance Company. I was not aware that the decision was reversed and the bank had credited me an additional $300.00 so once the decision was overturned and I wasn't notified by the bank my checking account was minus $300.00 in which I owe. I went to the bank on February 22nd,2024 and was told they will take the money once my Social Security check is deposited and not the whole situation. Wouldn't let me close my checking account and told me a another bank would not open a new account until the balance is paid. I won't be able to pay my bills.
Business Response
Date: 03/07/2024
Northwest is in receipt of your letter dated February 26, 2024, regarding the above referenced complaint. Northwest investigated this complaint and attempted to contact ********* ***** on February 27, 2024, and again on March 1, 2024, to address their concerns. As of the date of this letter Ms. ***** has yet to return our call.

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Northwest Bank is NOT a BBB Accredited Business.