Consumer complaint received 2017-08-25
Company: TCF NATIONAL BANK
State: SD
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Lender trying to repossess or disable the vehicle

Complaint:
Well, it all started with the first time I filed a complaint with the company. ( I got behind on a few payments because I had close to 1,000 dollars taken from my account with out my knowledge or my consent. And because of that happening 5 of my bills did n't get paid. ) I was hoping that things were going to get better, but clearly they did n't. After the first complaint i was told I would be contacted through email and that when I called in I would only speak to one individual only, and her name was XXXX. I had set up payments for every 2 weeks and when those payments were made I called in again and set up more payments. Back in XXXX I noticed that a payment that I knew I had set up has n't been made I called in to see what was going on and she told me that the payment came back with non sufficient funds. Well, that was a lie, because there was PLENTY of money in the account and I never got a fee from my bank for a return check fee. But i just ignored it and set up more payments. When I called the last few times to set up my payments I was un able to get ahold of XXXX. The person that took my call could n't tell me her extension or even had a clue who she was. I guess with my account being locked to regular associates ( because I 've been told it has been locked and I had to be trandfered ) they assumed who to send my call to being as they had to transfer me in the past. Anyways, I had looked at my online account 2 weeks ago to see how things were going i noticed it said I was behind nearly 2,000 dollars. Right there I knew something was wrong so I called in, the first girl that I spoke to said I would be transferred to the right department but she could n't tell me, she just transferred me. I left a message tell them it 's urgent they called me back. The next day I called again and the guy said he needed to transfer me. First he said that I was in the repossession department, then he said no, that is wrong that was flagged and i was in the cease and desist department. I called and left a message there. I never got a call back from anyone. I waited a day to see if they would call back and all of a sudden I get a knock at my door and my vehicle is being repossed. I never got a letter or email regarding this. Now my vehicle is in some lot I do n't know where with my belongings in it. The gentlemen says by law I have 10 days to get it back I just need to call the company to see what I have to do. Then he mentions I need to do it quick because a transport may be in the area and could take my vehicle and I 'm left with this loan with no vehicle to show for. I am very disappointed. This company is very unprofessional. They have 2 offices, one in Florida and one in California. The individual I 'm trying to get intouch with to see what 's next was gone for the day, but that seems to be the answer I get every time I called. If they say they are open to a certain time Pacific time they should still be open. So I feel like I 'm being docked around and treated very poorly. When I 've been trying to call and keep in touch and get this handled. And with me paying every two weeks of XXXX dollars I do n't understand how in the world I am XXXX dollars behind. Where is my money going?? I 've been trying to get answers but no one will answer me, they just go and take my vehicle.

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