Consumer complaint received 2020-04-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: TCF NATIONAL BANK
State: IL

Complaint narrative:
In early XXXX of XXXX, it was discovered that one of my two checking accounts had been stolen from, while I was away from home on business and with personal affairs. I reported this situation to my bank as soon as I found out about it. These claims were then denied. 

Despite reporting my claim as soon as I was aware. And transactions being forgiven after this claim that were caused by the same person or theft. The bank refused to forgive the duration of the theft. Through they had forgiven instanced committed by the same person after the fact I reported this issue to the police. And the police in my county have proof without a doubt this man or independent person stole my money. The police report number was submitted to the bank, and all transactions that I could prove were also submitted.

Covid 19 happened and communication with the bank became scarce. Everyone is doing what they can. 

They are essentially refusing my claim because it is a large sum of money and they dont want to push it though. They have stated I have online banking and I should have known. I have two bank accounts and that is not my main account. When my bills started getting kicked back I re downloaded my app on my new phone and discovered what was going on. 

They originally filed my claim wrong. And kicked it back not because of the online registry I had with online banking. But because a clerk filed my original claim that someone had stolen my information only and not my card. Nothing was sent or stated to me that I had online banking so good luck. Nothing about this. 

I disputed this with the management at the XXXX location. The manager said it  was filed wrong and called the agency that deals with this. She said she was going to put through all transactions not just the ones I could prove on camera. Despite what I told her about what the XXXX county investigator said to stick to what he could see. Although he knows all were fraudulent transactions. I listened to the advice of my banking institution. As I have been banking with them since I was 16 years old and I am now XXXX. 

This claim was now denied because of how long it had been. Covid 19 and duration is not my fault when the original claim was denied due to a data entry error by their staff at the XXXX, IL location. 

I called and tried to resolve this. Was told there was nothing they could or would do for me. That the theft was for too long a period and time should have known. Despite being away and not having internet other than my phone and no updated app on my current device. Despite having two bank accounts and trusting my account was safe in my residence while I was away. Despite coming to them and having them say nothing about online banking and duration of time until the end of this claim just to come up with any reason to not give my money back. 

I can prove without a reasonable doubt this was theft, and the perp is in jail. During Covid 19 we are all suffering. I had to suffer through this theft with no help and correct direction from my banking Institution I should be able to trust when things like this happen to help me through to the correct resolution. Accounts have protection against theft. 

This was a major theft over a duration of time that resulted in over 6,000 of funds being drained from me between XXXX of XXXX and XXXX of XXXX. And then Covid happened and I lost multiple lines of work. 

Why did no one say to me at the start of all of this that I should be help liable because I have online banking? Why was my original claim entered incorrectly by staff? Why did management give me poor advice, and not again say anything to me about online banking? Why is online banking a cop out to blame me for someone coming in and taking my card to drain my account of all of my savings? 

I have never had any instance like this, and the theft had been proven. I am behind on my mortgage and life due to this issue and have come to TCF BANK time and time again on this issue, only to be turned away. 

Then they stated this person knew my pin. No. He guessed my pin. How can I control an independent? Other than to turn to all the legal outlets I can, and where the theft happened. How can they acknowledge this happened and refund transactions after the fact ( time and date in question ) from the same stealing person .... but not the Instances prior that were committed by the same individual! 

It is disgusting to do this to people that have been nothing but loyal to a business almost their entire lives! I will have to bank with another institution I can trust once this pandemic is over and I can stop my direct deposits.

Company response to consumer: Closed with explanation