Complaint sub-issue: Funds not handled or disbursed as instructed

On XX/XX/2019 I realized my checking and savings account had been emptied and immediately called my bank (TCF)At which time I was made aware that someone called in on the XXXX of XXXX claiming to be me, asked for all of my account balances and transferred all the money from my savings to my checking account. They then reported my card ending in XXXX as stolen and went to a TCF location to pick up a new card. They then used this card to remove all the money from my checking account totaling an amount of $XXXX.This same day I made my fraud claim letting them know that it was likely the theives used an I.D and social security number that was stolen with my purse sometime early in XX/XX/XXXX and committed Identity theft. It should be noted that tcf was aware of this theft because I gave them this information when I cancelled my card ending in XXXX in early XX/XX/XXXX (when my purse was stolen). for them to send me the card which I had in my possession at the time of this incident ending in XXXX (which the thieves cancelled to enact these fraudulent transaction). I made them aware of this again on XX/XX/XXXX, let the representative know that it was not me that called in on the XXXX, and gave them the reference number for the police report which details that my purse along with my I.D, S.S card, and tcf card ending in XXXX was stolen after a theif busted out my car window to take my property. The reference number to that police report is XXXX. I also assured them that no where in my stolen possessions was there any documentation detailing my security pin because I have never written it down and have never given it to another party.On XX/XX/XXXX I called TCF to check the status of my claim and was told that on XX/XX/XXXX my claim was denied because they believed I was the person who canceled my card ending in XXXX on the XXXX, picked up the new card, and withdrew the money from my account.On this day I requested a reevaluation requesting, if possible, that they check their camera footage from the bank where the card that was issued fraudulently was claimed to verify this was not me. I also reiterated to them that I was not the person who called in on the XXXX to cancel my card ending in XXXX which is the last card I had in my possession. In addition I pointed out that typically whenever I contact TCF about my account they would verify my current address and phone number which is information that was not stolen with my purse ( they had an old I.D with an address that was 2 years old)which caused me to suspect these security checks were bypassed when the theives called in and when they picked up a new card at a branch. Other information I gave them which I thought might be helpful included the facts that I have not called in to get my balance in years because I use their app (which is how I found out my account had been cleared out) and also that I have only ever called them from my current phone number which would have been different from the number the thieves called from.Since XX/XX/XXXX they have refunded money that was taken with the fraudulently achieved card that was spent at some gas stations and a dunken donuts but have not acknowledged the $XXXX that was stolen from me via atm. To this date (XX/XX/2019) my reeavulation has been pending eventhough I was given the expectation that my case would be resolved in 5-7 business days.