Consumer complaint received 2019-07-30
Company: TCF NATIONAL BANK
State: MN
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with fraud alerts or security freezes

Complaint:
Well, about my complaint. On XX/XX/2019, my issue is I experienced fraud worth {$4700.00} on my account. Initially, I had my Tcf bank card attached to my XXXX XXXX account.

I was at work on that very day, the XX/XX/2019 when I received notifications that my money was taken from my account and wanted to know if I was the one who did it. I oof them I wasnt me, and ordered the to stop authorizing any money out of my account. After the call with the bank, I went straight to the police and filed a dispute. Police information is as below.

Case # XXXX, file police report was about fraud Case # for the dispute XXXX File a police report -have fraud on my a/c Some called XXXX XXXX via XXXX XXXX I called to Confirm becoz some one is using ya name to Fruad I want my $ XXXX  -tcf manager # XXXX  My case is Under review!!! Need argent help funds, my family is so damaging and have bills polling up.

Possibility of expediting this ; need provisional credit ASAP!

Have upcoming deliverables with family and they all need money Dispute assigned to an analyst.

That will be going over it, by Monday will shall have updated information Covered with a liability, they have to go through a process to recover.

By this, Bank does instigate to get back funds back.

XXXX XXXX phone - is the police that I called after the fraudulent activity and his information is as below ... ..

Budge # XXXX Cell phone : XXXX Call police tomorrow and have a fair hearing.

The type of problem I have is, my bank wont re-imburse me bank my money claiming that after their investigation, they found no information in my favor, yet I still have no idea how some one got money from my account. I never had this merchants name in my XXXX XXXX in the first place, secondly, they money in the amount {$4700.00} Here is some of m information with the XXXX XXXX representative..

Hello, Does the bank now have to refund me since they are reliable to protect me as a reliable customer. I even tired calling the number which was provided ( recipient ) and was never existed? Whats the way forward here, I am getting a court hearing soon with my attorney and wan na know whats in for me from now on.

All that way investigate is what any person would see, by just collecting what the fraudulent activity was from my XXXX XXXX account and putting on paper. Why didnt they go against the receipt thereafter? Loads of unanswered questions that I guess will present to court.

Get XXXX for XXXX From : XXXX XXXX <XXXX> Sent : Wednesday, XX/XX/2019 XXXX XXXX To : XXXX Subject : RE : Refund a Payment Hello, Thank you for reaching out. A dispute ( or chargeback ) occurs when a cardholder contacts their bank and requests a payment be reversed.

Unfortunately, the bank resolved the dispute in the recipients favor. Please note, this decision was made by your card-issuing bank and not XXXX XXXX.

This resolution is final, so we are unable to continue challenging this dispute. If you would like to further pursue the returned funds, you will need to resolve it directly with the recipient.

Excessive disputes may lead to termination of services. To learn more, please visit XXXX XXXX Terms of Service and Payment Terms.

Best regards, XXXX | XXXX XXXX -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX XXXX [ XXXX ] Sent : XX/XX/2019 XXXX XXXX To : XXXX Subject : RE : Refund a Payment Hello, We have completed our investigation and we have reset your XXXX XXXX account. Because the 3rd party was unable to gain full access, we have been able to secure and return your account back to its original status. This has allowed us to preserve your payment history and retain any funds that were present in your XXXX   Balance.

Regarding any transaction involving your debit card ending in XXXX, the most expedient way for you to recover these funds is to contact your bank and dispute the unauthorized activity. When the dispute is filed, your card-issuing bank will handle resolving the issue.

For additional security, we created a new XXXX XXXX number that is immediately available for use in-app. This action disabled your active physical XXXX XXXX. To order a new physical card : Tap XXXX XXXX at the top of your XXXX XXXX.

Follow the prompts to Order your XXXX XXXX and add your signature. Once you are happy with your signature, ta

p Next. Confirm your first and last name and enter in the correct mailing address and hit Done.
Currently, our XXXX XXXX XXXX only communicates via email. We will never ask you to provide us with your XXXX XXXX Sign-In Code or PIN outside of the app. Additionally, XXXX XXXX will never require that you send a transaction, add funds to your balance, or make a purchase outside the app to receive account support.

To further ensure your account security, please complete the following : Security Lock - Enable this setting to require your passcode or XXXX XXXX to authorize every XXXX payment.

Personal Identification Number ( PIN ) - Protect it and keep it private. Do not write it on your card or store it with your card.

Use a PIN that is difficult to guess.

Avoid number sequences ( 1234 ), DOB, SSN, address, phone number, etc.

Push Notifications - Enable for every transaction.

We strongly encourage using an alternate or secondary email for additional security.

Virtual Card - Hide your card details by clicking on your card.

XXXX XXXX / XXXX XXXX / Passcode - Enable enhanced login security measures on all devices.

Because all devices vary, you may need to check your device manual for more information.

Email Two-Factor Authentication - Enable for an additional layer of security.

We appreciate your patience throughout the review process. Please let us know if you have any additional questions.

Thank you, XXXX   XXXX XXXX -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : [ XXXX   ] Sent : XX/XX/2019 XXXX XXXX To : Subject : Refund a Payment Hello there, I want a complete update for the dispute I filled about fraud on my account in last couple days.

ref : XXXX : ref Step 1 : What is this complaint about? Fraud Step 2 : What type of problem are you having? Wanted my money back in full Step 3 : What happened? Money was taken out of my account worth {$4700.00} Step 4 : What company is this complaint about? Fraudulent activity Step 5 : Who are the people involved? XXXX XXXX, Tcf bank and me XXXX XXXX

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