Consumer complaint received 2018-07-03
Company: TCF NATIONAL BANK
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
My dad is a XXXX  XXXX XXXX who has been managing a XXXX XXXX representative payee account with TCF. We are completing this form together. A specific branch employee has shown a consecutive pattern of defaming, discriminating against my dad, & refusing funds to his account. My dad sometimes wears a XXXX, & is being hated based on his religious beliefs by this branch manager. For over 5 years, monthly he withdraws funds, without any complications. Several months ago he wore XXXX, he forgot to write the amount on the withdrawal slip, & in turn the manager told him " get out, & come back when you learned how to fill out forms. '' Customer is over 70, XXXX. Old gentleman who forgot to enter in amount. How can he speak to him that way? From that day, he has been refused access to his funds by the same manager anytime manager is  present. It all escalated today, XX/XX/XXXX, when he first came to cash his check, manager said " You only have {$1.00} in your account. Come back Thursday. Why are you bothering me with {$1.00}? Get out of here ''. My dad politely returned home, we checked the balance, & {$850.00} was available. He returned to hear " XXXX, or not, I won't serve you. I'm not cashing your money. ". He came back home empty handed for the second time. I'm on this account too, we both spoke to a TCF phone representative. She spoke to the manager, & he told her that my dad is being loud in the past, & that's why he doesn't want to give him his money. It was an invoked response to a rude refusal of funds. My dad is aging, does n't drive. He didn't want to walk miles to a different branch. So I agreed with representative that I will accompany my dad to make sure all forms are filled, & he has everything needed. As soon as I approached the manager in question, he had a very hateful look looking at my dad. Manager froze, looked at my dad with mouth open. I never spoke to this person, but he immediately started yelling at me that he feels that my dad is disgruntled because " he slams ID onto counter ''. I didn't know there was proper way of putting down ID. He said that my dad raises his voice when he is told they won't help him. I responded that I'd be offended too. He has money, someone says " I won't serve you. '' Of course my elderly father found that offensive. He is feeling like not a citizen of this Country by this person. All he had was accent, & XXXX to get this attitude. All manager said didn't explain why he told customer a lie that he has {$1.00}, to come back Thursday. Why to begin with, he is discriminating against him at every step. I know they have cameras, & they will show that my father was lied to, then refused access to his available balance. Just on this date alone. XX/XX/XXXX. So I felt like the manager was being abusive, & took out camera phone to document the behavior. Manager reached through the teller station & tried to forcefully take the phone from my hands. I called the police, who told him that I'm in the public place, if I feel something abusive is happening I have the right to record the incident. I have video footage of this person trying to take the phone out of my hands. The point is that he is abusive. I can handle it, my dad is more fragile. Of course if he refuses access to available funds, after lying they aren't available, my dad did raise his voice " What's happening? Why are you doing this to me? ", but as cameras can show, that's a response. Invoked by pure XXXX. Invoked by antisemitism, & phobia of XXXX. This manager now refuses for my dad to get his money from this branch. The corporate said they will investigate, but it seemed to me they wanted to listen more to the XXXX than checking the video & audio footage.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation