Consumer complaint received 2021-06-28
Company: TCF NATIONAL BANK
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
TCF Bank Dissatisfied Customer Since I have had a bank account with TCF Bank, I have deposited money from every source of income. These sources included part time jobs, birthday/holiday gifts, odd jobs, as well as direct deposits from full time jobs. 
The following situation occurred with TCF Bank on XX/XX/XXXX. On XX/XX/XXXX, I tried to use my debit card, it said insufficient funds. I went to my bank Branch only to be told my bank account was down to XXXX. When I told the teller that I do not get a statement mailed, and she said I was enrolled in online banking. I informed her that I did not sign up for on-line banking. I then asked her what e-mail they have on my account, and she informed me that there was not an e-mail listed for me. I also asked what phone number they had on file, and she informed me that they did not have a phone number on file. So basically it looks like TCF enrolled me in online banking without my approval. 
At this point I asked for a list of transactions and found that {$5700.00} taken out of my account until there was no balance. An individual had stolen my account number and had been using " cash App '' to send money to different people since XX/XX/XXXX. When I said I do not have a cash app account, she started the dispute process. TCF decided that it was my problem that they were denying all the disputed transactions, that I should have reported it as soon as I noticed it. I said I do not get a statement and I do not do online banking. I then was in contact with higher levels of customer service, and the dispute department decided they would look further into it. After numerous requests to speak to the Dispute Department, I was never allowed to speak with a member of the Dispute Department. 
When I reached yet another level of Customer Service, I wanted to know why the fraud department had not shut down the card or contact me. As a valued customer of TCF, my expectations are that they have a Fraud Department that looks for irregular activities on my account on a daily basis. The increase in volume alone should have been a Reg Flag. When there are transactions being sent to an individual named XXXXXXXX XXXX this would be a giant Red Flag. 
Prior to XXXX of XXXX, I averaged 4 to 6 purchases a month. When the fraudulent activity began, the transactions jumped to 20 to 25 transactions per week. At first the transactions where at a low amount in the range of {$20.00} - {$35.00}. The individual would take out {$300.00} - {$500.00} a month in order to drain my savings in smaller chunks. The longer the fraudulent activity went on, the number transactions became larger, with the XX/XX/XXXX transactions of $ XXXX {$2000.00} until the account was empty. This was the same account my check was automatically deposited. 
The thief had sent money to XXXXXXXX XXXX on a majority of the transactions. At first the transactions had started about {$20.00} to {$35.00} dollars all through XXXX XXXX. I contacted cash app to confirm I did not have an account. TCF did not contact XXXX XXXX. The customer service rep said in our first conversation she could see that I had not ever signed into online banking. I contacted my cellular phone company to see if I ever downloaded the TCF online banking App. I never even had the app. When all of this was reported to TCF they said they had made their decision and I should have checked my statement, once again I said I did not have online banking, and I did not get statements in the mail. I have finally received {$3500.00} back to my account, this still leaves me short {$2100.00}. Again, my expectations are that once TCF 's Fraud Department did not contact me or see the radical change in use, they should be responsible for the entire amount of my loss. Visa was responsible for the credit back to my account. TCF would only ask VISA to review the 35 largest transactions. If they were willing to send the 35 largest transactions, why not all of them? Again, all the fraudulent activity was executed by XXXX XXXX and was verified to be criminal activity. So, why stop at the top 35 transactions when TCF Bank knows that the remainder is fraudulent as well? 
Near the end of the contact with customer service they became almost accusatory, we had taken so much of their time, and we should just be happy with what we got. 
To be honest, I can not believe how poor the Customer Service has been with TCF Bank. From conversations with other people, this type of activity is flagged immediately. Debit cards, credit cards, etc. are put on hold until the customer validates the activity. After reviewing the volume of transactions and the ridiculous names of who the transactions were sent to, Im shocked that TCF Bank would not take care of the issue immediately. I have also taken the time to review the experience of TCF Banks Board of Directors and Corporate Officers. Even more surprising is the fact that their experience ranges from the top financial institutions in the world, like XXXX XXXX, XXXX XXXX XXXXXXXX XXXX  XXXX XXXX and other prominent financial institutions. Unfortunately, their prior experience with these reputable financial institutions did not carry over to their leadership roles at TCF Bank. From this experience, I would stack rank TCF Bank at the bottom of the list as it relates to providing security to your personal savings!

Company response to consumer: Closed with explanation