Consumer complaint received 2018-07-27
Company: TCF NATIONAL BANK
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
When i check my account the running balance the posted and pending transactions are deducted from what is shown as available. But once the pending charge posts that money is again deducted from my balance. Also the records for my account show that I opened the account with a negative balance. And every transaction that has gone through is then calculated wrong. For example $ -XXXX was my opening balance and I deposit $ +XXXX it would show my balance as $ -XXXX. Or $ -XXXX and I spend XXXX it shows as $ -XXXX - $ -XXXX = $ -XXXX. This is only one of the errors my bank makes that has caused my wife and I to lose an apartment we were supposed to move into and caused us to become homeless and lose our jobs. Another thing they have done is not allowing me to stop or charge back any unauthorized charges made to my account. They make me wait until the charge posts then I have to dispute it and they " investigate '' which takes 6 weeks and the outcome is always, and this is a direct quote, " not in favor of the customer '' even when i presented the paperwork showing that my card number had been entered manually and proof that the bank requested that I was not even in the same city at the times these transactions occurred. The bank had shut down my card then called me to alert me the transactions had happened without my authorization. I never received the money that was stolen because the banks investigation results were " not in favor of the customer ''. When I went into the branch to show the branch manager her response was it's different because you're not on a computer. Also I noticed that at least a month of transactions is missing between XX/XX/XXXX and XX/XX/XXXX which you will see in my attachment. She completely ignored me when I pointed out that it shouldn't matter if I'm on the mobile application, mobile site, computer site or the branch, the information should be the same. And to dismiss me, She printed out the statements from XX/XX/XXXX present and gave me a highlighter to go over. There was no attempt at explaining, apologizing or rectifying the situation. My concern is that the consumer side websites and apllications are intentionally wrong so that money can be skimmed off without anyone knowing. The branch computer then becomes the only place to get account details which forces the customer to accept that information as fact which then takes away the customers ability to manage their own finances. On XX/XX/XXXX our running balance was XXXX $ and some change then after my wifes paycheck was deposited on XX/XX/XXXX, which was XXXX $ the running balance went to XXXX . The bank claims there was only XXXX $ in at the time of deposit but the mobile app and website both say XXXX . We are missing an immense amount of money due to the bank branch having what must be a completely separate ledger than the one I have access to online. The branch withheld several months of statements from XXXX after i requested all statements from XX/XX/XXXX - present and several months are missing from XXXX online. The nearest i can calculate missing is {$13000.00}.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation