Consumer complaint received 2018-01-13
Company: TCF NATIONAL BANK
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
On XX/XX/XXXX, a transaction began pending on my account from XXXX in the amount of {$47.00}. At that time, the total available funds in the account were {$63.00}. The transaction posted successfully on XXXX leaving a balance of {$15.00} ; the same day, a transaction from XXXX  XXXX began pending on the account for {$26.00}. I checked my account that day and saw 2 transactions pending on the account, one for {$26.00}, and an overdraft fee for {$37.00}. 
At that time, I assumed that the overdraft fee was for the pending transaction for {$26.00} from XXXX XXXX. I called TCF with the intention of transferring funds into the account to cover the {$11.00} that the account was overdrawn hoping that the overdraft fee would be removed. Upon speaking to the TCF agent, I was informed that the overdraft fee was for the XXXX transaction that had posted that day, and that a second overdraft fee would be assessed for the XXXX XXXX transaction. 
When I asked how they could possibly charge an overdraft fee for a transaction that had posted with sufficient funds to cover the amount and leave an available balance, the TCF agent told me that, even though the transaction posted leaving an available balance, the bank had re-directed funds away from the posted transaction to cover the pending transaction because the transaction for {$26.00} from XXXX XXXX began pending on the account the same day. 
Later, on XXXX, I called TCF again to inform them that the transaction from XXXX XXXX had actually posted in error. The first agent I spoke with told me that I could dispute the transaction after it posted, and that if the merchant agreed to credit the account, the associated overdraft fees would also be credited back to the account. 
I called the merchant ( XXXX XXXX ) to let them know about the error, and that per the bank agents instructions I would dispute the transaction. The merchants representative said that they would make a note on the account and they would be happy to work with me to resolve the issue. 
On XXXX, 2 transactions posted to the account - the {$37.00} overdraft charge for the XXXX transaction, and the transaction for {$26.00} from XXXX  XXXX leaving the account overdrawn by {$48.00}. ( Please refer to screenshot TCF1 ) I called TCF to dispute the XXXX XXXX transaction. The agent transferred me to a team leader who was extremely rude and refused to help me with the dispute. I asked her if the overdraft fees would be credited to the account if the merchant agreed to credit the account without filing a dispute and she stated that the overdraft fees would be reversed. 
After the difficulty dealing with TCF agents, I was able to rectify the error with the merchant. The Customer Service Manager at XXXX XXXX agreed to credit my account for {$26.00}. 
On XXXX, another {$37.00} overdraft fee posted to the account, leaving the account overdrawn by {$85.00}, then, on XXXX, a credit for {$26.00} from XXXX XXXX posted to the account which left the account overdrawn by {$58.00}. This amount clearly reflects that there was an available balance due on the account when the overdraft fees were charged ( $ XXXX $ XXXX {$74.00}, {$74.00} - $ XXXX {$58.00} ). ( Please refer to screenshot TCF2 ) Firstly, TCF bank had no right to charge an overdraft fee for the XXXX transaction on XXXX ; I believe that they should credit my account {$37.00} for this fee. Secondly, TCF has not credited my account for the overdraft fee for the XXXX XXXX transaction as multiple agents stated that they would ; they should credit my account {$37.00} for this fee as well. The total credits to which I am entitled total {$74.00} and should bring my account balance back to {$15.00}. ( Please refer to screenshot TCF3 )

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