Consumer complaint received 2016-12-07
Company: TCF NATIONAL BANK
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On XX/XX/2016 between the time of XXXX and XXXX my apt was broken into and some personal documents of mine were stolen. Including one of my debit cards, check books, and other banking info, my social security card, birth certificate and state i.d . When i returned home later that day i noticed a few things out of place but I did not think much of it because that is normal with my XXXX son. However when i woke up the next morning I checked my bank account online and noticed several unauthorized transactions. I then checked my curio cabinet where my personal documents were kept and quickly called my bank to report the items stolen and my made a police report right after. Based on other break ins on the exact same block that I live on the officer determined that someone could have picked the lock off of my door. I recently moved into my apartment so the officer encouraged that i change the locks on my door which i did. While working on getting my new documents is going well, my bank closed my claim and it did not turn out in my favor. Already having to wait for my bank to solve the dispute this crisis has gotten worst because as the holidays approach I dont have access to my funds nor was i reimbursed the funds that was taken from me. On top of that the bank put a consumer hold on my name and now i can not open a new bank account with any bank for up to 5 years. This is bad because I serve for the XXXX and I can not get paid unless I have a direct deposit set up with a bank. Also, it has taken an ugly toll on my reputation. The most frustrating issue I am having is that I was told that i could not talk directly to the dispute department of my bank so I can not speak to the person who handled my claim and determined why the claim was not solved in my favor. When I spoke to a bank representative over the phone he contacted the dispute department, and initially he was told that my claim was closed because " the person who was at the branch performing the unauthorized transactions was identified as me '' when i explained that i could provide proof that the person at the branch could not be me I was then told that the claim was closed because " I was aware that someone had my pin and I did not inform them in a timely manner '' That is also false '' I did not know that my pin ( which was kept on a folded piece of paper in a folder, inside my curio cabinet ) was stolen until XXXX on the day of XX/XX/2016 and i called the bank immidietely. At this point I requested any records the bank has which led them to make such an allegation and asked for the claim to be re-investigated but when i call the bank to check the status to see if they have any new information I dont get anywhere with the agents they tell me to wait until XX/XX/2016 to see how the investigation turns out. Also, I still have not received the records I requested that led to my claim being initially closed nor when I call on the phone they wont tell me when I already submitted in writing that i would like that information. The false allegations make me feel that I am being discriminated against. Maybe because I am young? However it is not fair. I have been a loyal and honest banker with my bank since I started banking 3 years ago and the fact that the claim was not turned in my favor and that a consumer hold was put on my name makes me feel disrespected because i would never do anything to ruin my career as an U.S Veteran. The consumer hold makes me look like a criminal of fraudulent activity and that I am not. I make my living honestly fighting for the freedom of this country.

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