March 2, 2017 Mr. [redacted]
[redacted] Kenosha, WI 53144 Re: Revdex.com Case # [redacted] Dear Mr. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your...
concerns. You express concern regarding overdraft fees that were assessed to your account for transactions that posted February 20, 2017 on President’s Day. We begin to process or “post,” transactions to your account (both deposits/credits and withdrawals/debits) in the evening of each business day if we receive the transaction before that day’s cutoff time. We process transactions we receive after the cutoff time on the next business day. TCF defines “business day” as every day except Saturday, Sunday, and federal holidays, but includes Martin Luther King Jr. Day, President’s Day, Columbus Day and Veterans Day. In addition, funds that are transferred to your account by direct deposit are available upon their receipt by TCF and at the direction of the depositor. On February 21, 2017 a direct deposit was credited to your account at the direction of Total Source. We are sorry for any misunderstanding there may have been regarding these practices. On February 21, 2017 your account incurred $185 in overdraft fees. Further review of your account indicates that TCF has previously assisted you with courtesy reversals in 2017, the most recent being on February 10, 2017. To further assist you, we have reversed an additional $93 in fees. This transaction will appear as a credit on your next statement. Mr. [redacted], we thank you for writing and hope that this explains TCF policies more fully. Sincerely, Courtney L. Customer Response Representative
I am rejecting this response because:I have documentation of fraud from this business on being price gouged and a transaction that was processed several times after my knowledge. This business was also recorded on a conversation admitting information that was a lie about fees from the finance company. I am not pleased and they did not thoroughly investigate and they allowed tjis fraud to happen. I will be sure to let the world know how unsatisfied I am on how they chose the side of a non-customer even with evidence of the purchase being higher then advertised and faulty per the description of what should have been according to the sell. False advertisement is what only half this situation was. TCF could learn alot from "real professional banks"like Chase and/or Wells Fargo, they would neverallow this to happen to a loyal customer.
Initial Business Response /* (1000, 5, 2015/07/22) */
July 22, 2015
Mr. [redacted]
[redacted]
Eagan, MN 55122
Re: Revdex.com Case # [redacted]
Dear Mr. [redacted],
We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to...
respond to your concerns.
You expressed concern regarding overdraft fees that were assessed to your account. We would like to take this opportunity to explain why the overdraft fees were incurred.
The overdraft notice dated July 13, 2015 (copy enclosed) shows that your available balance after pending and posted transactions was negative $18.04. This is why your account was assessed overdraft fees. Overdraft fees are calculated the morning after your account is overdrawn and display as pending fees in the "Transactions pending" section of the Account Register page in online banking. In mobile banking pending fees are indicated by an asterisk (*). Pending fees appear in online and mobile banking by 12:30 p.m. Central Time.
Between July 14, 2015 and July 17, 2015, your account incurred $185 in overdraft fees. TCF reversed $15 of these fees on July 15, 2015. To assist you, we have reversed the remaining $170 in fees. This transaction will appear as a credit on your next statement.
Mr. [redacted], we appreciate you having communicated your concerns with us.
Sincerely,
Courtney L.
Customer Response Representative
Cc: [redacted], Operations Manager, Revdex.com
July 26, 2016 Ms. [redacted] Bartlett, IL 60103-1578 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your...
concerns. You express concern regarding the resolution of your unauthorized transaction claim. TCF records indicate that on July 12, 2016 you filed a claim disputing unauthorized debit card transactions that posted to your TCF checking account ending in [redacted]. TCF completed an investigation and paid your claim. The $58.30 claim credit was processed to your account on July 19, 2016. The process for investigating unauthorized transaction claims allows financial institutions 10 business days from the date of notification to determine whether an error occurred. If the claim requires additional investigation, this timeframe will extend to 90 calendar days from the date of notification. We regret any misunderstanding there may have been regarding the timeframe for resolving a claim. We also understand that you may have incurred merchant fees due to the unauthorized activity. So that we can further assist you, please provide documentation for our consideration in reimbursement of these fees. We have enclosed a postage paid envelope for your convenience. Ms. [redacted], we thank you for bringing this matter to our attention and trust that this resolves your concerns. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
April 14, 2017 Mr. [redacted] St. Paul, MN 55106 Re: Revdex.com Case # [redacted] Dear Mr. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your concerns...
regarding your experience with TCF. We sincerely apologize that the service you received from our Phalen Cub location when requesting to order a new chip-enabled debit card did not meet your expectations. It is our goal to provide service that is respectful, knowledgeable, helpful, and courteous. We assure you that TCF’s commitment to a positive experience for each and every customer is unwavering and we truly appreciate that you have voiced your concerns. We have forwarded your comments to the appropriate area for review. We also are very sorry for any confusion you may experienced regarding procedures for chip-enabled debit cards. Cards that are instantly issued will generate a new card number with each request. We also understand that you may have incurred fees due to transactions that attempted to be processed when you were waiting to receive a new card. So that we can further assist you, please provide documentation for our consideration in reimbursement of these fees. We have enclosed a postage paid envelope for your convenience. Mr. [redacted], we thank you for taking the time to share your concerns with us. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
February 21, 2017 [redacted] Farmington, MI 48334 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your...
concerns. You express concern regarding a $25.11 transfer that was processed from your account ending in [redacted] on January 11, 2017. Our records indicate that this account is held in joint tenancy with Mr. [redacted]. If you open an account in “joint tenancy,” both of you share an ownership interest in the account. TCF may lawfully deduct funds from your joint account to pay any debt that either you or the joint owner owes to TCF. We may exercise this right without notifying you in advance unless the law requires otherwise. In some instances, this is called our right of “setoff.” Our review of your account indicates that the $25.11 was transferred to pay a debt owed to TCF by the joint tenant on another TCF account. We regret any misunderstanding there may have been regarding the responsibilities of joint ownership. While we sympathize with your situation, we are unable to reimburse you for this transaction. Ms. [redacted], we appreciate you taking the time to bring your concerns to our attention. Sincerely, Nash J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
June 14, 2016 Ms. [redacted]St. Paul, MN 55107-2653 Re: Revdex.com Case # [redacted] CFPB Case # [redacted] Dear Ms. [redacted], We received the inquiries you submitted...
to the Revdex.com and the Consumer Financial Protection Bureau. We appreciate the opportunity to respond to your concerns. You expressed concern that your account balance as shown in our online banking site was not accurate, causing you to incur overdraft fees. When checking your account balance online, you should refer to your available balance. This generally represents your available balance as of the date and time displayed. The available balance is the most current information that TCF Bank (“TCF”) has about funds available for withdrawal from accounts, as it reflects pending debit card transactions and other electronic deposits and payments. Also included in available balance are any portion of check deposits that are not yet available for withdrawal, and other holds that may affect the account. The available balance may change throughout the day as the account is used and as TCF processes transactions. Your account may incur an overdraft fee for any transaction that exceeds your available balance at the time it is processed. The overdraft notice dated June 7, 2016 (copy enclosed) shows that your available balance after pending and posted transactions was negative $90.35. This is why your account was assessed overdraft fees. In arriving at the available balance, we deduct outstanding check card authorizations and check deposits that are not yet available for withdrawal. While there may be sufficient funds in your account at the time we authorize a check card purchase, later transactions may cause the purchase to overdraw your account once it arrives at TCF for payment (“settlement”). Our records indicate that between June 8, 2016 and June 10, 2016 your account incurred $333 in overdraft fees. TCF reversed $74 of these fees. To further assist you, we have reversed the remaining $259 in fees. This transaction will appear as a credit on your next statement. We have also enclosed a copy of our brochure “What You Need to Know About Bank Service Charges and Overdraft Fees” for your review. This is a great resource to assist customers with avoiding or reducing overdraft fees in the future.Ms. [redacted], we hope this explains TCF’s policies more fully. Sincerely, Courtney L.Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.comConsumer Response, Consumer Financial Protection Bureau
August 21, 2017 Mr. [redacted] ** South Saint Paul, MN 55075 Re: Revdex.com Case # [redacted] Dear Mr. [redacted]: We received the inquiry you submitted to the Revdex.com and appreciate the opportunity...
to respond to your concerns. You express concern regarding the running balance display in our new online banking platform. We understand that this is a feature that customers want and regret for any inconvenience you may be experiencing given that there is no option to show a running balance at this time. Please be assured that this is a function that we plan to implement in the near future. TCF has a commitment to delivering a positive experience with each and every customer interaction. We appreciate your feedback as it assists us in determining areas that could be improved to provide a better customer experience. You also express concern regarding overdraft fees on your account. Our records indicate that on August 9, 2017 your account ending in [redacted] was assessed $74 in overdraft fees. To assist you, we have reversed these fees. This transaction will appear as credit on your next monthly statement. Mr. [redacted], we appreciate you taking the time to share your concerns with us. Sincerely, Melody J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because:I have not understood that any policies have changed. I alerted TCF Bank on October 6th that there was an issue with the account and that someone else's information was accessible to me (along with $7,000). I would like to see the policy changed so that a manager can take immediate action to rectify a situation where a client's information is accessible to another person. I feel like my information is vulnerable now after seeing how TCF handled someone else's information. I am looking for the practice of taking care of complaints to change. If a person ever has their information breeched, especially at fault of the bank, it should be fixed immediately.Please let me know how something has changed and I will feel differently about this.Kind Regards,[redacted]
September 30, 2016 Ms. [redacted] Chicago, IL 60620 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to...
respond to your concerns. You express concern regarding the availability of your automated deposit and the timing of when checks that you write post to your account. Funds that are transferred to your account by direct deposit are available upon their receipt by TCF and at the direction of the depositor. TCF’s Terms and Conditions for Checking and Savings Accounts explain that if you receive an electronic credit, the credit is not final until we receive final payment from the payer. TCF adjusts your Available Balance for ACH deposits at the start of the Business Day designated as the “settlement date” for the transaction. We then post these transactions when we process them. Processing starts in the evening on Business Days. Please note that Available Balance does not reflect checks you have written but that have not yet been presented to TCF for payment and posted to your account. TCF has no control of when a merchant or recipient of your check will submit the item to us for payment. Once a check is submitted to TCF for payment, it is processed the same business day it is received. TCF records indicate that on September 16, 2016, an automated deposit was processed to your account. If your balance is insufficient for transactions that post during nightly processing, overdraft fees will be applied to your account the next business day. The fees that you incurred on September 16 were because of transactions that were processed on September 15. We are sorry for any misunderstanding there may have been regarding this practice. To assist you, we have reversed the $74 in overdraft fees that were assessed to your account on September 16, 2016. This will show as a credit on your next statement. Ms. [redacted], thank you for banking with TCF and for bringing this matter to our attention. Sincerely, Erik M. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because:
I could accept this response EXCEPT TCF makes no reference to the very reasons why I had to take my time to file this complaint. When did TCF become a ghetto bank that allows its Hmong supervisor to repeatedly and relentlessly attack its Hmong customers. I have heard that other Hmong customers were attacked the same way by Bynie [redacted]. I could have not wasted my time if she didn't repeatedly attack. I feared for the safety of myself and my son that's why I repeatedly asked her to stop which she refused to until we walked out of TCF. the fees are going to be very expensive considering the time I also needed to change each and every one of my 20 plus bills. Is TCF willing to pay all of them including my labors. I charge $500 an hour. wheres the apology?so I need to seek a court ordered apology? Sweeping under the rug is not making it go away aplogize now or else I will ask a court
August 12, 2016 [redacted] Duluth MN 55805 Re: Revdex.com case # [redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your concerns. We apologize if the...
service you received through our Customer Service Line did not meet your expectations. It is our goal to provide service that is respectful, knowledgeable, helpful, and courteous. TCF has a commitment to delivering a positive experience with each and every customer interaction. You can be assured we are looking into the encounter you described in your letter and will be addressing it appropriately. You express concern about overdraft fees that were assessed to your checking account when you had sufficient funds in your account. We would like to take this opportunity to explain how the overdraft fees were incurred in this situation. Your account may incur an overdraft fee for any transaction that exceeds the available balance at the time it is processed. In arriving at the available balance, we deduct outstanding check card authorizations and check deposits that are not yet available for withdrawal. In the notice dated August 1, 2016, your beginning available balance was $41.95. From this balance, we subtracted the transaction that was pending; in this case, the transaction for $137.88. The available balance was then negative ($95.93). Then we subtracted the transactions that were posting; in this case, the transactions totaling $38.83. The available balance after pending and posted transactions was therefore negative ($134.76), which is why your account was assessed overdraft fees. Overdraft fees are assessed to an account on the business day following the insufficient fund activity. We have enclosed copies of your Special Handling notices for your review of this process. Our records show that between August 1, 2016 and August 2, 2016 transactions were presented for payment when there was an insufficient available balance, resulting in $148 in overdraft fees. TCF already reversed $52 of these fees. To assist you, we have reversed remaining $96 in fees. This transaction will appear as a credit on your next account statement. To further assist you, we have also enclosed our brochure, What You Need to Know About Bank Service Charges and Overdrafts. This is a great tool for our customers to understand how overdraft fees are assessed and how to reduce or avoid them in the future. Ms. [redacted], we appreciate you communicating your concern with us and trust this clarifies the activity on your account. Sincerely, Deborah Z Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because:
In reading this letter it seems that TCF Bank is telling me to 'be more aware' of my account. This is not only insulting but also a lazy answer to my issue. Tcf bank gouged me with fees when their was money in my account....
Even if my account was insufficient, most banks these days have a 24 hour to 48 hour grace period. This is just one more reason why I should be taking my business elsewhere.
I am rejecting this response because: There was nothing I wrote to respond to a letter they stated was sent to me and was returned back to them. It was suppose to have additional information for me to fill out. The second request to re-open the dispute was a one paragraph response from me asking them what did it me that there were similarities on the account that appear to be normal. My dispute was not so much fraud but a lost/stolen card while I was in California. I returned back to Arizona on the 28th of December and make a complaint of my card being lost or stolen. I had another bank teller who asked me questions pertaining to this incident that was very detailed. She said they didn't have any information as to what happened or what took place, where I was, or when I was out of State. I have nothing to do with nothing else happening to the card. It should have been allowed any more transactions as the card was locked because of it being stolen and I replaced the card at the very first opportunity. I cannot identify having the same or similar activities that went on in another State and or course nothing would continue if you report a card lost/stolen. This bank seems to identify similarities as a mean to deny a lost or stolen card. I take money out and put money in my account. Did money come in my account with the other card as well? I have no knowledge of this. I believed the card was shut off the day I reported it lost/stolen. No I will not accept TCF bank denial because of similar activities unless these activities were done in Arizona where I used my card. The only way I knew my card was gone was because I tried using another bank card I had in my purse that was from an account that I once was going to open but did not deposit 50.00 into the account. I tried using the card but it did not accept my pin number and this is when I called TCF to report my card lost/stolen. Was this card used again? no it wasn't because I cut this card up because it was not a card I could use. I would like to continue this case because it appears that the reason behind my denial is not that of what a bank would look for in two different States at the same time. Whatever took place on the dates it was used wasn't noticed by me until the day I called into the bank to explain that my card was missing because I tried to use the card I had in my possession which was told by the banker that it was an old card not the card I should have for my account.
December 19, 2016 [redacted] [redacted] Chicago, IL 60644-1978 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received the additional inquiry that you submitted through the Revdex.com and appreciate the opportunity to clarify the activity on your account. You express concern regarding overdraft fees that were assessed to your checking account and the balance information that we provide about your account. When checking your account balance, you should refer to your available balance. This generally represents your available balance as of the date and time displayed. The available balance is the most current information that we has about funds available for withdrawal from accounts, as it reflects pending debit card transactions and other electronic deposits and payments. Also included in available balance are any portion of check deposits that are not yet available for withdrawal, and other holds that may affect the account. The available balance may change throughout the day as the account is used and as we process transactions. Your account may incur an overdraft fee for any transaction that exceeds your available balance at the time it is processed. For example, the overdraft notice dated November 30, 2016 (copy enclosed) shows that your available balance after pending and posted transactions was overdrawn $311.97. This is why your account was assessed overdraft fees. In arriving at the available balance, we deduct outstanding check card authorizations and check deposits that are not yet available for withdrawal. While there may be sufficient funds in your account at the time we authorize a debit card purchase, later transactions may cause the purchase to overdraw your account once it arrives at TCF for payment (“settlement”). Our records indicate that between November 3 and December 2, 2016 your account incurred $555 in overdraft fees. TCF reversed half of those fees on December 12, 2016. While we sympathize with your situation, we are unable to reverse any additional fees at this time. Ms. [redacted], thank you for taking the time to again bring your concern to our attention. Sincerely, Nash J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
February 22, 2017 Mr. [redacted]South Saint Paul, MN 55075 Re: Revdex.com Case # [redacted] Dear Mr. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to address your...
concern. You express concern regarding overdraft fees that were assessed to your account. We would like to take this opportunity to explain why overdraft fees were incurred in this instance. Your account may incur an overdraft fee for any transaction that exceeds your available balance at the time it is processed. If your balance is insufficient for transactions that post during nightly processing, overdraft fees will be applied to your account the next business day. Please note that available balance does not reflect checks you have written or other transactions that you have authorized but that have not yet been presented to TCF for payment and posted to your account. TCF has no control of when a merchant or recipient of your check will submit the item to us for payment. Once a check is submitted to TCF for payment, it is processed the same business day it is received. We regret any misunderstanding there may have been regarding this process. Our records indicate that on February 7, 2017 you incurred $111 in overdraft fees. To assist you, we have reversed these fees. This transaction will appear as a credit on your next statement. Mr. [redacted], we thank you for your long standing banking relationship with TCF and trust this information will assist you in reconciling your account. Sincerely, Melody J.Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
November 1, 2017 Ms. [redacted]
[redacted] [redacted] Chicago, IL 60621 Re: Revdex.com Case # [redacted] Dear Ms. [redacted]: We received the inquiries you submitted to the Revdex.com and TCF Bank...
(“TCF”). We appreciate the opportunity to respond to your additional concerns. You express concern regarding service you received in connection with a withdrawal that was processed from your TCF account ending in [redacted] effective August 19, 2016. TCF records indicate that we have responded to you regarding this issue on September 12, 2016. We have attached a copy of our response. In our response, we explained that the withdrawal request was honored because the requester [redacted] was a joint account owner. While we sympathize with your situation, we continue to maintain that the withdrawal transaction was processed in accordance with the ownership on your account. ...⇄ Ms. [redacted], we trust this information clarifies the withdrawal transaction and why TCF considers the matter closed. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
June 17, 2016 [redacted] [redacted] South St Paul MN 55075-2030 Re: Revdex.com case #[redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your concern. You...
express concern regarding a hold that was placed on TCF checking account ending in [redacted] due to a balance owing on a former TCF account. TCF’s Terms and Conditions for Checking and Savings Accounts (enclosed) explain that TCF may deduct funds from any of your accounts to pay any debt or other amounts you owe TCF or any of our affiliates. TCF may exercise these rights without notifying you in advance unless the law requires otherwise. This will reduce your available balance. In some instances, this is called our right of “setoff”. Our records show that when your former account remained overdrawn, on November 6, 2012, TCF assessed a $35 collection processing fee and closed the account. The $194.92 balance owing was sent to Millennium Credit Consultants (MCC) for collection and reported to ChexSystems for insufficient funds activity. TCF sent notice of the account closure to the address on file with TCF at that time. On May 31, 2016, when you opened your current TCF checking account ending in [redacted], this amount was still owing to TCF; therefore, a hold was placed on the funds in this account to be withdrawn to pay the debt. The hold resulted in two transactions being returned unpaid and each incurring a $37 overdraft fee. To assist you, TCF has reversed these fees Based on your authorization through TCF’s Customer Service Line on June 10, 2016, TCF withdrew $194.92 from your recently opened checking account and applied the funds to the balance owing at MCC. To further assist you, we have requested a Paid-In-Full letter to be mailed to you. We regret any misunderstanding there may have been regarding the “set off” process. Ms. [redacted], we appreciate you communicating your concern with us and trust this explains TCF’s policy more fully. Sincerely, Deborah Z Cc: [redacted], Mediation Coordinator, Revdex.com
Initial Business Response /* (1000, 5, 2016/01/19) */
January 19, 2016
Ms. [redacted]
[redacted] S [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Case # XXXXXXXX
CFPB Case # XXXXXX-XXXXXX
Dear Ms. [redacted],
We received the inquiries you submitted to the Revdex.com and the Consumer...
Financial Protection Bureau. We appreciate the opportunity to respond to your concerns.
You express concern regarding overdraft fees that were assessed to your TCF Bank checking account. We would like to take this opportunity to explain why the overdraft fees were incurred.
Your account may incur an overdraft fee for any transaction that exceeds your available balance at the time it is processed. For example, the overdraft notice dated January 5, 2016 (copy enclosed) shows that your available balance after pending and posted transactions was negative $120.74. This is why your account was assessed overdraft fees. In arriving at the available balance, we deduct outstanding check card authorizations and check deposits that are not yet available for withdrawal. While there may be sufficient funds in your account at the time we authorize a debit card purchase, later transactions may cause the purchase to overdraw your account once it arrives at TCF for payment ("settlement").
Our records indicate that between January 5, 2016 and January 14, 2016 your account incurred $518 in overdraft fees. To assist you, we have reversed $259 of these fees. This transaction will appear as a credit on your next statement.
Please note that your current overdraft elections authorize TCF to pay overdrafts on your ATM, everyday debit card, check, ACH, and electronic transfer transactions. Changing your election(s) may help you avoid future overdraft fees.
To further assist you, we have also enclosed a copy of our brochure "What You Need to Know About Bank Service Charges and Overdraft Fees" for your review. This is a great resource to assist customers with avoiding or reducing overdraft fees in the future.
Ms. [redacted], we hope this explains TCF's policies more fully.
Sincerely,
Courtney **
Customer Response Representative
Cc: [redacted] Mediation Coordinator, Revdex.com
Consumer Response, Consumer Financial Protection Bureau
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
$333 of those overdraft fees were due to fraudulent charges on my account. I had to get in touch with TCF reps 4 different times to make sure I got credited the full amount. My complaint was with the $185 TCF charged me in overdraft fees. Crediting my account $259 did not answer my complaint at all
We
received the follow up inquiry you submitted to the Revdex.com and
appreciate the opportunity to respond to your request.
As stated
in our previous response, we reversed the $259 in overdraft fees that were
assessed to your account between June 14 and June 17, 2016. This transaction
will appear as a credit on your next statement.
Ms. [redacted], thank you for taking the time to follow
up with us.
March 2, 2017 Mr. [redacted]
[redacted] Kenosha, WI 53144 Re: Revdex.com Case # [redacted] Dear Mr. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your...
concerns. You express concern regarding overdraft fees that were assessed to your account for transactions that posted February 20, 2017 on President’s Day. We begin to process or “post,” transactions to your account (both deposits/credits and withdrawals/debits) in the evening of each business day if we receive the transaction before that day’s cutoff time. We process transactions we receive after the cutoff time on the next business day. TCF defines “business day” as every day except Saturday, Sunday, and federal holidays, but includes Martin Luther King Jr. Day, President’s Day, Columbus Day and Veterans Day. In addition, funds that are transferred to your account by direct deposit are available upon their receipt by TCF and at the direction of the depositor. On February 21, 2017 a direct deposit was credited to your account at the direction of Total Source. We are sorry for any misunderstanding there may have been regarding these practices. On February 21, 2017 your account incurred $185 in overdraft fees. Further review of your account indicates that TCF has previously assisted you with courtesy reversals in 2017, the most recent being on February 10, 2017. To further assist you, we have reversed an additional $93 in fees. This transaction will appear as a credit on your next statement. Mr. [redacted], we thank you for writing and hope that this explains TCF policies more fully. Sincerely, Courtney L. Customer Response Representative
I am rejecting this response because:I have documentation of fraud from this business on being price gouged and a transaction that was processed several times after my knowledge. This business was also recorded on a conversation admitting information that was a lie about fees from the finance company. I am not pleased and they did not thoroughly investigate and they allowed tjis fraud to happen. I will be sure to let the world know how unsatisfied I am on how they chose the side of a non-customer even with evidence of the purchase being higher then advertised and faulty per the description of what should have been according to the sell. False advertisement is what only half this situation was. TCF could learn alot from "real professional banks"like Chase and/or Wells Fargo, they would neverallow this to happen to a loyal customer.
Initial Business Response /* (1000, 5, 2015/07/22) */
July 22, 2015
Mr. [redacted]
[redacted]
Eagan, MN 55122
Re: Revdex.com Case # [redacted]
Dear Mr. [redacted],
We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to...
respond to your concerns.
You expressed concern regarding overdraft fees that were assessed to your account. We would like to take this opportunity to explain why the overdraft fees were incurred.
The overdraft notice dated July 13, 2015 (copy enclosed) shows that your available balance after pending and posted transactions was negative $18.04. This is why your account was assessed overdraft fees. Overdraft fees are calculated the morning after your account is overdrawn and display as pending fees in the "Transactions pending" section of the Account Register page in online banking. In mobile banking pending fees are indicated by an asterisk (*). Pending fees appear in online and mobile banking by 12:30 p.m. Central Time.
Between July 14, 2015 and July 17, 2015, your account incurred $185 in overdraft fees. TCF reversed $15 of these fees on July 15, 2015. To assist you, we have reversed the remaining $170 in fees. This transaction will appear as a credit on your next statement.
Mr. [redacted], we appreciate you having communicated your concerns with us.
Sincerely,
Courtney L.
Customer Response Representative
Cc: [redacted], Operations Manager, Revdex.com
July 26, 2016 Ms. [redacted] Bartlett, IL 60103-1578 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your...
concerns. You express concern regarding the resolution of your unauthorized transaction claim. TCF records indicate that on July 12, 2016 you filed a claim disputing unauthorized debit card transactions that posted to your TCF checking account ending in [redacted]. TCF completed an investigation and paid your claim. The $58.30 claim credit was processed to your account on July 19, 2016. The process for investigating unauthorized transaction claims allows financial institutions 10 business days from the date of notification to determine whether an error occurred. If the claim requires additional investigation, this timeframe will extend to 90 calendar days from the date of notification. We regret any misunderstanding there may have been regarding the timeframe for resolving a claim. We also understand that you may have incurred merchant fees due to the unauthorized activity. So that we can further assist you, please provide documentation for our consideration in reimbursement of these fees. We have enclosed a postage paid envelope for your convenience. Ms. [redacted], we thank you for bringing this matter to our attention and trust that this resolves your concerns. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
April 14, 2017 Mr. [redacted] St. Paul, MN 55106 Re: Revdex.com Case # [redacted] Dear Mr. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your concerns...
regarding your experience with TCF. We sincerely apologize that the service you received from our Phalen Cub location when requesting to order a new chip-enabled debit card did not meet your expectations. It is our goal to provide service that is respectful, knowledgeable, helpful, and courteous. We assure you that TCF’s commitment to a positive experience for each and every customer is unwavering and we truly appreciate that you have voiced your concerns. We have forwarded your comments to the appropriate area for review. We also are very sorry for any confusion you may experienced regarding procedures for chip-enabled debit cards. Cards that are instantly issued will generate a new card number with each request. We also understand that you may have incurred fees due to transactions that attempted to be processed when you were waiting to receive a new card. So that we can further assist you, please provide documentation for our consideration in reimbursement of these fees. We have enclosed a postage paid envelope for your convenience. Mr. [redacted], we thank you for taking the time to share your concerns with us. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
February 21, 2017 [redacted] Farmington, MI 48334 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your...
concerns. You express concern regarding a $25.11 transfer that was processed from your account ending in [redacted] on January 11, 2017. Our records indicate that this account is held in joint tenancy with Mr. [redacted]. If you open an account in “joint tenancy,” both of you share an ownership interest in the account. TCF may lawfully deduct funds from your joint account to pay any debt that either you or the joint owner owes to TCF. We may exercise this right without notifying you in advance unless the law requires otherwise. In some instances, this is called our right of “setoff.” Our review of your account indicates that the $25.11 was transferred to pay a debt owed to TCF by the joint tenant on another TCF account. We regret any misunderstanding there may have been regarding the responsibilities of joint ownership. While we sympathize with your situation, we are unable to reimburse you for this transaction. Ms. [redacted], we appreciate you taking the time to bring your concerns to our attention. Sincerely, Nash J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
June 14, 2016 Ms. [redacted]St. Paul, MN 55107-2653 Re: Revdex.com Case # [redacted] CFPB Case # [redacted] Dear Ms. [redacted], We received the inquiries you submitted...
to the Revdex.com and the Consumer Financial Protection Bureau. We appreciate the opportunity to respond to your concerns. You expressed concern that your account balance as shown in our online banking site was not accurate, causing you to incur overdraft fees. When checking your account balance online, you should refer to your available balance. This generally represents your available balance as of the date and time displayed. The available balance is the most current information that TCF Bank (“TCF”) has about funds available for withdrawal from accounts, as it reflects pending debit card transactions and other electronic deposits and payments. Also included in available balance are any portion of check deposits that are not yet available for withdrawal, and other holds that may affect the account. The available balance may change throughout the day as the account is used and as TCF processes transactions. Your account may incur an overdraft fee for any transaction that exceeds your available balance at the time it is processed. The overdraft notice dated June 7, 2016 (copy enclosed) shows that your available balance after pending and posted transactions was negative $90.35. This is why your account was assessed overdraft fees. In arriving at the available balance, we deduct outstanding check card authorizations and check deposits that are not yet available for withdrawal. While there may be sufficient funds in your account at the time we authorize a check card purchase, later transactions may cause the purchase to overdraw your account once it arrives at TCF for payment (“settlement”). Our records indicate that between June 8, 2016 and June 10, 2016 your account incurred $333 in overdraft fees. TCF reversed $74 of these fees. To further assist you, we have reversed the remaining $259 in fees. This transaction will appear as a credit on your next statement. We have also enclosed a copy of our brochure “What You Need to Know About Bank Service Charges and Overdraft Fees” for your review. This is a great resource to assist customers with avoiding or reducing overdraft fees in the future.Ms. [redacted], we hope this explains TCF’s policies more fully. Sincerely, Courtney L.Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.comConsumer Response, Consumer Financial Protection Bureau
August 21, 2017 Mr. [redacted] ** South Saint Paul, MN 55075 Re: Revdex.com Case # [redacted] Dear Mr. [redacted]: We received the inquiry you submitted to the Revdex.com and appreciate the opportunity...
to respond to your concerns. You express concern regarding the running balance display in our new online banking platform. We understand that this is a feature that customers want and regret for any inconvenience you may be experiencing given that there is no option to show a running balance at this time. Please be assured that this is a function that we plan to implement in the near future. TCF has a commitment to delivering a positive experience with each and every customer interaction. We appreciate your feedback as it assists us in determining areas that could be improved to provide a better customer experience. You also express concern regarding overdraft fees on your account. Our records indicate that on August 9, 2017 your account ending in [redacted] was assessed $74 in overdraft fees. To assist you, we have reversed these fees. This transaction will appear as credit on your next monthly statement. Mr. [redacted], we appreciate you taking the time to share your concerns with us. Sincerely, Melody J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because:I have not understood that any policies have changed. I alerted TCF Bank on October 6th that there was an issue with the account and that someone else's information was accessible to me (along with $7,000). I would like to see the policy changed so that a manager can take immediate action to rectify a situation where a client's information is accessible to another person. I feel like my information is vulnerable now after seeing how TCF handled someone else's information. I am looking for the practice of taking care of complaints to change. If a person ever has their information breeched, especially at fault of the bank, it should be fixed immediately.Please let me know how something has changed and I will feel differently about this.Kind Regards,[redacted]
September 30, 2016 Ms. [redacted] Chicago, IL 60620 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to...
respond to your concerns. You express concern regarding the availability of your automated deposit and the timing of when checks that you write post to your account. Funds that are transferred to your account by direct deposit are available upon their receipt by TCF and at the direction of the depositor. TCF’s Terms and Conditions for Checking and Savings Accounts explain that if you receive an electronic credit, the credit is not final until we receive final payment from the payer. TCF adjusts your Available Balance for ACH deposits at the start of the Business Day designated as the “settlement date” for the transaction. We then post these transactions when we process them. Processing starts in the evening on Business Days. Please note that Available Balance does not reflect checks you have written but that have not yet been presented to TCF for payment and posted to your account. TCF has no control of when a merchant or recipient of your check will submit the item to us for payment. Once a check is submitted to TCF for payment, it is processed the same business day it is received. TCF records indicate that on September 16, 2016, an automated deposit was processed to your account. If your balance is insufficient for transactions that post during nightly processing, overdraft fees will be applied to your account the next business day. The fees that you incurred on September 16 were because of transactions that were processed on September 15. We are sorry for any misunderstanding there may have been regarding this practice. To assist you, we have reversed the $74 in overdraft fees that were assessed to your account on September 16, 2016. This will show as a credit on your next statement. Ms. [redacted], thank you for banking with TCF and for bringing this matter to our attention. Sincerely, Erik M. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because:
I could accept this response EXCEPT TCF makes no reference to the very reasons why I had to take my time to file this complaint. When did TCF become a ghetto bank that allows its Hmong supervisor to repeatedly and relentlessly attack its Hmong customers. I have heard that other Hmong customers were attacked the same way by Bynie [redacted]. I could have not wasted my time if she didn't repeatedly attack. I feared for the safety of myself and my son that's why I repeatedly asked her to stop which she refused to until we walked out of TCF. the fees are going to be very expensive considering the time I also needed to change each and every one of my 20 plus bills. Is TCF willing to pay all of them including my labors. I charge $500 an hour. wheres the apology?so I need to seek a court ordered apology? Sweeping under the rug is not making it go away aplogize now or else I will ask a court
August 12, 2016 [redacted] Duluth MN 55805 Re: Revdex.com case # [redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your concerns. We apologize if the...
service you received through our Customer Service Line did not meet your expectations. It is our goal to provide service that is respectful, knowledgeable, helpful, and courteous. TCF has a commitment to delivering a positive experience with each and every customer interaction. You can be assured we are looking into the encounter you described in your letter and will be addressing it appropriately. You express concern about overdraft fees that were assessed to your checking account when you had sufficient funds in your account. We would like to take this opportunity to explain how the overdraft fees were incurred in this situation. Your account may incur an overdraft fee for any transaction that exceeds the available balance at the time it is processed. In arriving at the available balance, we deduct outstanding check card authorizations and check deposits that are not yet available for withdrawal. In the notice dated August 1, 2016, your beginning available balance was $41.95. From this balance, we subtracted the transaction that was pending; in this case, the transaction for $137.88. The available balance was then negative ($95.93). Then we subtracted the transactions that were posting; in this case, the transactions totaling $38.83. The available balance after pending and posted transactions was therefore negative ($134.76), which is why your account was assessed overdraft fees. Overdraft fees are assessed to an account on the business day following the insufficient fund activity. We have enclosed copies of your Special Handling notices for your review of this process. Our records show that between August 1, 2016 and August 2, 2016 transactions were presented for payment when there was an insufficient available balance, resulting in $148 in overdraft fees. TCF already reversed $52 of these fees. To assist you, we have reversed remaining $96 in fees. This transaction will appear as a credit on your next account statement. To further assist you, we have also enclosed our brochure, What You Need to Know About Bank Service Charges and Overdrafts. This is a great tool for our customers to understand how overdraft fees are assessed and how to reduce or avoid them in the future. Ms. [redacted], we appreciate you communicating your concern with us and trust this clarifies the activity on your account. Sincerely, Deborah Z Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because:
In reading this letter it seems that TCF Bank is telling me to 'be more aware' of my account. This is not only insulting but also a lazy answer to my issue. Tcf bank gouged me with fees when their was money in my account....
Even if my account was insufficient, most banks these days have a 24 hour to 48 hour grace period. This is just one more reason why I should be taking my business elsewhere.
I am rejecting this response because: There was nothing I wrote to respond to a letter they stated was sent to me and was returned back to them. It was suppose to have additional information for me to fill out. The second request to re-open the dispute was a one paragraph response from me asking them what did it me that there were similarities on the account that appear to be normal. My dispute was not so much fraud but a lost/stolen card while I was in California. I returned back to Arizona on the 28th of December and make a complaint of my card being lost or stolen. I had another bank teller who asked me questions pertaining to this incident that was very detailed. She said they didn't have any information as to what happened or what took place, where I was, or when I was out of State. I have nothing to do with nothing else happening to the card. It should have been allowed any more transactions as the card was locked because of it being stolen and I replaced the card at the very first opportunity. I cannot identify having the same or similar activities that went on in another State and or course nothing would continue if you report a card lost/stolen. This bank seems to identify similarities as a mean to deny a lost or stolen card. I take money out and put money in my account. Did money come in my account with the other card as well? I have no knowledge of this. I believed the card was shut off the day I reported it lost/stolen. No I will not accept TCF bank denial because of similar activities unless these activities were done in Arizona where I used my card. The only way I knew my card was gone was because I tried using another bank card I had in my purse that was from an account that I once was going to open but did not deposit 50.00 into the account. I tried using the card but it did not accept my pin number and this is when I called TCF to report my card lost/stolen. Was this card used again? no it wasn't because I cut this card up because it was not a card I could use. I would like to continue this case because it appears that the reason behind my denial is not that of what a bank would look for in two different States at the same time. Whatever took place on the dates it was used wasn't noticed by me until the day I called into the bank to explain that my card was missing because I tried to use the card I had in my possession which was told by the banker that it was an old card not the card I should have for my account.
December 19, 2016 [redacted] [redacted] Chicago, IL 60644-1978 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received the additional inquiry that you submitted through the Revdex.com and appreciate the opportunity to clarify the activity on your account. You express concern regarding overdraft fees that were assessed to your checking account and the balance information that we provide about your account. When checking your account balance, you should refer to your available balance. This generally represents your available balance as of the date and time displayed. The available balance is the most current information that we has about funds available for withdrawal from accounts, as it reflects pending debit card transactions and other electronic deposits and payments. Also included in available balance are any portion of check deposits that are not yet available for withdrawal, and other holds that may affect the account. The available balance may change throughout the day as the account is used and as we process transactions. Your account may incur an overdraft fee for any transaction that exceeds your available balance at the time it is processed. For example, the overdraft notice dated November 30, 2016 (copy enclosed) shows that your available balance after pending and posted transactions was overdrawn $311.97. This is why your account was assessed overdraft fees. In arriving at the available balance, we deduct outstanding check card authorizations and check deposits that are not yet available for withdrawal. While there may be sufficient funds in your account at the time we authorize a debit card purchase, later transactions may cause the purchase to overdraw your account once it arrives at TCF for payment (“settlement”). Our records indicate that between November 3 and December 2, 2016 your account incurred $555 in overdraft fees. TCF reversed half of those fees on December 12, 2016. While we sympathize with your situation, we are unable to reverse any additional fees at this time. Ms. [redacted], thank you for taking the time to again bring your concern to our attention. Sincerely, Nash J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
February 22, 2017 Mr. [redacted]South Saint Paul, MN 55075 Re: Revdex.com Case # [redacted] Dear Mr. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to address your...
concern. You express concern regarding overdraft fees that were assessed to your account. We would like to take this opportunity to explain why overdraft fees were incurred in this instance. Your account may incur an overdraft fee for any transaction that exceeds your available balance at the time it is processed. If your balance is insufficient for transactions that post during nightly processing, overdraft fees will be applied to your account the next business day. Please note that available balance does not reflect checks you have written or other transactions that you have authorized but that have not yet been presented to TCF for payment and posted to your account. TCF has no control of when a merchant or recipient of your check will submit the item to us for payment. Once a check is submitted to TCF for payment, it is processed the same business day it is received. We regret any misunderstanding there may have been regarding this process. Our records indicate that on February 7, 2017 you incurred $111 in overdraft fees. To assist you, we have reversed these fees. This transaction will appear as a credit on your next statement. Mr. [redacted], we thank you for your long standing banking relationship with TCF and trust this information will assist you in reconciling your account. Sincerely, Melody J.Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
November 1, 2017 Ms. [redacted]
[redacted] [redacted] Chicago, IL 60621 Re: Revdex.com Case # [redacted] Dear Ms. [redacted]: We received the inquiries you submitted to the Revdex.com and TCF Bank...
(“TCF”). We appreciate the opportunity to respond to your additional concerns. You express concern regarding service you received in connection with a withdrawal that was processed from your TCF account ending in [redacted] effective August 19, 2016. TCF records indicate that we have responded to you regarding this issue on September 12, 2016. We have attached a copy of our response. In our response, we explained that the withdrawal request was honored because the requester [redacted] was a joint account owner. While we sympathize with your situation, we continue to maintain that the withdrawal transaction was processed in accordance with the ownership on your account. ...⇄ Ms. [redacted], we trust this information clarifies the withdrawal transaction and why TCF considers the matter closed. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
June 17, 2016 [redacted] [redacted] South St Paul MN 55075-2030 Re: Revdex.com case #[redacted] Dear Ms. [redacted], We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your concern. You...
express concern regarding a hold that was placed on TCF checking account ending in [redacted] due to a balance owing on a former TCF account. TCF’s Terms and Conditions for Checking and Savings Accounts (enclosed) explain that TCF may deduct funds from any of your accounts to pay any debt or other amounts you owe TCF or any of our affiliates. TCF may exercise these rights without notifying you in advance unless the law requires otherwise. This will reduce your available balance. In some instances, this is called our right of “setoff”. Our records show that when your former account remained overdrawn, on November 6, 2012, TCF assessed a $35 collection processing fee and closed the account. The $194.92 balance owing was sent to Millennium Credit Consultants (MCC) for collection and reported to ChexSystems for insufficient funds activity. TCF sent notice of the account closure to the address on file with TCF at that time. On May 31, 2016, when you opened your current TCF checking account ending in [redacted], this amount was still owing to TCF; therefore, a hold was placed on the funds in this account to be withdrawn to pay the debt. The hold resulted in two transactions being returned unpaid and each incurring a $37 overdraft fee. To assist you, TCF has reversed these fees Based on your authorization through TCF’s Customer Service Line on June 10, 2016, TCF withdrew $194.92 from your recently opened checking account and applied the funds to the balance owing at MCC. To further assist you, we have requested a Paid-In-Full letter to be mailed to you. We regret any misunderstanding there may have been regarding the “set off” process. Ms. [redacted], we appreciate you communicating your concern with us and trust this explains TCF’s policy more fully. Sincerely, Deborah Z Cc: [redacted], Mediation Coordinator, Revdex.com
Initial Business Response /* (1000, 5, 2016/01/19) */
January 19, 2016
Ms. [redacted]
[redacted] S [redacted]
[redacted] XXXXX-XXXX
Re: Revdex.com Case # XXXXXXXX
CFPB Case # XXXXXX-XXXXXX
Dear Ms. [redacted],
We received the inquiries you submitted to the Revdex.com and the Consumer...
Financial Protection Bureau. We appreciate the opportunity to respond to your concerns.
You express concern regarding overdraft fees that were assessed to your TCF Bank checking account. We would like to take this opportunity to explain why the overdraft fees were incurred.
Your account may incur an overdraft fee for any transaction that exceeds your available balance at the time it is processed. For example, the overdraft notice dated January 5, 2016 (copy enclosed) shows that your available balance after pending and posted transactions was negative $120.74. This is why your account was assessed overdraft fees. In arriving at the available balance, we deduct outstanding check card authorizations and check deposits that are not yet available for withdrawal. While there may be sufficient funds in your account at the time we authorize a debit card purchase, later transactions may cause the purchase to overdraw your account once it arrives at TCF for payment ("settlement").
Our records indicate that between January 5, 2016 and January 14, 2016 your account incurred $518 in overdraft fees. To assist you, we have reversed $259 of these fees. This transaction will appear as a credit on your next statement.
Please note that your current overdraft elections authorize TCF to pay overdrafts on your ATM, everyday debit card, check, ACH, and electronic transfer transactions. Changing your election(s) may help you avoid future overdraft fees.
To further assist you, we have also enclosed a copy of our brochure "What You Need to Know About Bank Service Charges and Overdraft Fees" for your review. This is a great resource to assist customers with avoiding or reducing overdraft fees in the future.
Ms. [redacted], we hope this explains TCF's policies more fully.
Sincerely,
Courtney **
Customer Response Representative
Cc: [redacted] Mediation Coordinator, Revdex.com
Consumer Response, Consumer Financial Protection Bureau
Initial Consumer Rebuttal /* (3000, 7, 2016/01/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
$333 of those overdraft fees were due to fraudulent charges on my account. I had to get in touch with TCF reps 4 different times to make sure I got credited the full amount. My complaint was with the $185 TCF charged me in overdraft fees. Crediting my account $259 did not answer my complaint at all
June
28, 2016
Ms. [redacted]
[redacted]
Clear Lake, MN 55319
Re: Revdex.com Case # [redacted]
Dear Ms. [redacted],
We
received the follow up inquiry you submitted to the Revdex.com and
appreciate the opportunity to respond to your request.
As stated
in our previous response, we reversed the $259 in overdraft fees that were
assessed to your account between June 14 and June 17, 2016. This transaction
will appear as a credit on your next statement.
Ms. [redacted], thank you for taking the time to follow
up with us.
Sincerely,
Erik M.
Customer
Response Representative
Cc: [redacted], Mediation Coordinator,
Revdex.com