Consumer complaint received 2021-04-21
Company: TCF NATIONAL BANK
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Disputed charges to my debit account : {$39.00} from XXXX on XX/XX/XXXX {$39.00} from XXXX on XX/XX/XXXX The merchant XXXX XXXX XXXX is supposed to send three XXXX records every month as part of a subscription, however, after XX/XX/XXXX, they stopped sending me anything at all. I tried to reach out to customer service and was unable to, initially to ask why I had not received anything and subsequently to request a refund and tell them to cancel my account. This all took place in XXXX prior to the XX/XX/XXXX charge. 

After that charge, some basic internet searching revealed that the company is basically a scam in that they will not send you products, their customer service team is impossible to reach or does not exist, and it's impossible to cancel your account outside of putting a stop charge on them through your bank/credit company. 

Some of the modes I used to attempt to reach XXXX  to request a refund/cancelation : - Via telephone, as their website lists they can only cancel an account is via phone. However, I have called over 200 times within the hours listed on their website and have never had anyone answer. The call sends you to a voicemail box requesting that you leave a name and number but they do not call back. 
- Several emails, only twice received a response that was not helpful and did not respond to my questions or requests. Since them have received no response to any of my emails. 
- Private messaging on both XXXX and XXXX. 

Despite telling TCF bank all of this several times, over two so-called investigations after I submitted a dispute and the above info they have responded that they are " unable to recover your funds. If you wish to continue recovery efforts, you must work directly with the merchant who charged your account. '' I can not " work with '' a merchant who is scamming customers and has purposely made itself unreachable. 

Attached below please find the documents I sent to TCF in my dispute request, namely : 1. Email chain requesting refund and cancelation of subscription ; 2. Screenshot of XXXX direct messages requesting same ; 3. Screenshot of XXXX direct messages requesting same ; 4. XXXX XXXXerms of Services, including billing and cancelation policy ; 5. Screenshot of my XXXX account showing that the only shipment they ever sent me was one paid for by someone else as a gift, prior to the XXXX and XXXX charges to my account ( so no shipment of a product on either of the charges to my account ) ; 6. Screenshot of XXXX site indicating that subscription can only be canceled by phone ; 7. XXXX XXXX XXXX business profile for XXXX ; including XXXX investigation results detailing numerous complaints of customers not receiving products purchased and being unable to get in contact with XXXX to cancel or request refunds, as well as notation that XXXX has an " F '' grade ; and 8. Numerous reviews on XXXX  ( third party review platform ) indicating above detailed behavior.

Company response to consumer: Closed with monetary relief