Consumer complaint received 2020-03-16
Company: TCF NATIONAL BANK
State: MI
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2020, TCF withdrew {$1000.00} from my checking account. The transaction showed up as a transfer to account XXXX. I contacted customer service immediately upon seeing this on XX/XX/2020 ( call made at XXXX ). The customer service rep told me that it was a transfer to another account that had a negative balance. I knew that my sister, XXXX XXXX, had a negative account due to fraudulent charges through XXXX and asked if it was her account. The rep said she couldnt disclose this information as I am not on the other account. I asked how they were able to take my money without ANY any type of notice. The customer service rep told that XXXX XXXX is on both accounts and thus, they could do that. I stated that there was an ongoing investigation with the local police department and they were made aware that there were fraudulent charges. My sister XXXX XXXX lives with my parents, has only SSD as her income, has never had XXXX XXXX  and would not be able to manage setting it up on her own. TCF was put on notice within 24 hours of the hack/fraudulent charges when these were discovered by my mom XXXX XXXX. 
I requested to speak to manager after no resolution with the customer service rep. I was transferred to XXXX and she was extremely rude and sarcastic. She told me that they have a right to take money any way they can to bring a negative account positive. I told her that I would be unable to make my mortgage payment, car payment and other payments with the money they stole from me. Her response was to ask your mother for that money back. I asked for a call back number to reach out after seeking legal advice and she said I dont have a direct line. 

On the same day, I went to my local TCF bank branch in XXXX MI on XXXX and spoke with the branch manager, XXXX XXXX. I explained the endures situation and requested to close my accounts to avoid them taking any additional money from me. I was told I could not close my accounts due to pending automatic payments. They said I could come back once all my payments were no longer pending. 

1-2 weeks later ( exact date unknown ), I received a letter ( only addressed to XXXX XXXX ) stating that I was previously notified that my account ending in XXXX was overdrawn. The notice then said that they transferred {$1000.00} to my account ending in XXXX. The account ending in XXXX is NOT associated with my name and never has been. That account is my sister XXXX XXXX account, and my mother XXXX XXXX is secondary. 
Since XXXX, TCF bank has taken XXXX SSD to cover her negative balance as well as {$1000.00} from my account. This still wasnt enough money taken to bring XXXX account balance to {$0.00}, so TCF sent her collection letters, and theyve now turned her over to a collection agency. The police investigation concluded recently and determined that her information was hacked and stolen and then sold on the dark web. Despite these findings, TCF is still refusing to reimburse her the funds that that were fraudulently stolen. TCF has been nothing but rude and unhelpful.

Company response to consumer: Closed with explanation