November 6, 2017 [redacted] Rosemount, MN 55068 Re: Revdex.com Case #[redacted] Dear Ms. [redacted]: We received the additional inquiry you submitted to the Revdex.com and appreciate...
the opportunity to respond to your concerns. We understand from your inquiry that your account has incurred additional overdraft fees following our previous response dated October 20, 2017. Our records indicate that TCF has previously assisted you with $74 in fee reversals prior to our previous aforementioned response where we reversed an additional $518 as a courtesy. While we sympathize with your situation, we are unable to reverse any additional fees at this time. Ms. [redacted], we appreciate you taking the time to share your additional concerns with us. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
August 19, 2016 Mr. [redacted] Lake Zurich, IL 60047 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. We regret any inconvenience you may have experienced when you were assessed fees on your TCF Visa Gift Card. TCF’s Terms and Conditions for VISA Gift Cards explain that a $5 monthly inactivity fee is applied after 12 consecutive calendar months of inactivity. We apologize if you were unaware of these fees. We were unable to locate a record of your Visa Gift Card with the information that was provided. To assist us in the research of this matter, please provide the full Visa Gift Card number in question. We have enclosed a postage paid envelope for the return of this documentation. Mr. [redacted], we thank you for bringing this matter to our attention and look forward to hearing from you. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
...⇄ December 5, 2017 Mr. [redacted] Saint Paul, MN 55129 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 the conversion of your TCF Bank (“TCF”) checking account. We regret that you are dissatisfied with the recent notification of changes to your checking account. By consolidating our product offerings, we hope to make it easier for customers to choose the type of account that best suits their needs. We also understand that you are concerned with the way that overdraft fee processing will change for your account. We sympathize with your desire to continue using the product as it currently operates; however, this product is no longer available. Mr. [redacted], we appreciate you taking the time to provide your feedback and hope that you will continue to take advantage of the convenience and service you have come to expect from TCF. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
December 11, 2017 Ms. [redacted] Minneapolis, MN 55409 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 that you were unable to initiate a web transfer on TCF’s digital banking website and that this inaction resulted in an overdraft fee. We sincerely apologize if your experience with TCF digital banking did not meet your expectations. It is our goal to provide services that are efficient, convenient and valuable. While we are committed to delivering a positive experience with each and every customer interaction, we understand that we may not have delivered on that promise and your experience may have been less than positive when you requested assistance from our team members through TCF’s Customer Service Line. On November 28, 2017 your account incurred a $37 overdraft fee when a transaction was presented for payment from your account when there were insufficient funds. To assist you, we have reversed this fee. Mr. [redacted], we truly appreciate that you have voiced your concerns. We value your relationship with TCF Bank. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
Initial Business Response /* (1000, 5, 2015/09/21) */
September 21, 2015
Ms. [redacted] MI XXXXX
RE: CFPB Case # XXXXXX-XXXXXX
Revdex.com Case # XXXXXXXX
Dear Ms. [redacted],
Your inquiry filed with the Consumer Financial Protection Bureau and the...
Revdex.com has been forwarded to TCF Bank for response. We appreciate the opportunity to respond to your concerns.
You expressed concern regarding the resolution of your unauthorized transaction claim and the process TCF follows for handling these claims.
TCF records indicate that on September 6, 2015 you filed a claim for unauthorized transactions on your account. On September 11, 2015 a provisional credit in the amount $1,200.00 was applied to your account while the claim is under investigation. Under federal law, a financial institution is required to provide a "provisional credit" while a claim is being investigated within 10 business days of a claim being initiated. If TCF determines that the transactions are unauthorized or erroneous, the provisional credit becomes permanent.
In reference to your concerns about TCF alerting you of this activity, TCF works with Visa Fraud Prevention to monitor card activity. Our records indicate that Visa Fraud Prevention contacted you on September 6, 2015.
We regret if the service you received from our TCF employees when you attempted to resolve this situation, 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.
Ms. [redacted], we thank you for taking the time to inquire about your account. We value you as a TCF [redacted], and we consider it a privilege to serve your banking needs.
Sincerely,
[redacted]
[redacted] Response Representative
Cc: Consumer Response, Consumer Financial Protection Bureau
[redacted] Mediation Coordinator, Revdex.com
submitted to the Revdex.com and appreciate
the opportunity to respond to your concerns.
You
express concern regarding unauthorized activity that was processed to your TCF
Bank account.
We have
reviewed our records for your checking account ending in [redacted] and have been
unable to find any record of an electronic transaction dispute having been
filed for this account. In order to research this potential unauthorized activity,
we will need you to file a dispute. To initiate this process, please visit your
local TCF branch or contact TCF’s Customer Service Line at 800-TCF-BANK
(###-###-####).
Ms.
[redacted], we appreciate you taking the time to bring your concerns to our
attention.
October 3, 2016 Ms. [redacted] Afton, MN 55001 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 regarding the closure of your TCF checking accounts. TCF, like other financial institutions, reviews information to ensure we have a reasonable level of understanding regarding each customer’s banking relationship. As part of this process, we sent you a questionnaire requesting additional information. These procedures are required by our Customer Identification Program and are a requirement for doing business with TCF Bank. When all of the information was not returned, your accounts were closed on September 27, 2016. Our records indicate we received all the required information today and reopened your accounts effective September 30, 2016. We consider the request complete at this time. Ms. [redacted], we apologize for any inconvenience this caused you and are pleased to see that we were able to obtain the information and to reopen your accounts. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
July 27, 2016 [redacted] Berwyn IL 60402 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...
about overdraft fees that were assessed to your checking account when you had sufficient funds in your money market account. TCF’s Terms and Conditions for Checking and Savings Accounts (enclosed) explain that TCF Overdraft Protection Savings Transfer Service automatically transfers funds from your savings account to your checking account when items posted to your checking account exceed your available balance by more than $5. This service is available to customers who have a checking and savings account with the same name. Review of your account history does not show that you currently have a savings account in your name. Money market accounts are a type of checking account and cannot be used for this service. We apologize for any misunderstanding regarding your enrollment or eligibility. If you would like to open a savings account and establish transfer service, please visit your local TCF branch. You also express concern over having two debit cards accessing different accounts but looking alike. While we do not currently provide options for the appearance of debit cards, you can request a card for your money market account that would only access the ATM. The ATM card is different in appearance than your debit card, which has the VISA logo. Also, should you open a savings account to set up TCF’s Overdraft Protection Savings Transfer Service, it could be added to your debit card so that both accounts would be on one card. In response to your concerns about accessing mobile banking services, TCF’s Terms and Conditions for Checking and Savings Accounts also explain that to access your account using Mobile Banking Services you must: have an active account and be enrolled in online bankinghave a mobile device with Internet access through a service provider that supports (SMS) text message capabilities and/ or supports either a mobile browser with SSL, Protocol or apps for iOS available from the Itunes Store or apps for an android available form Google Play store and follow the online mobile banking services enrollment and activation process on your online banking website. For assistance with enrolling in Mobile Banking, please stop by your neighborhood TCF location or call 1-800-TCF-BANK (###-###-####) to speak to an Online Banking Specialist. Our records show that between July 6, 2016 and July 15, 2016 transactions were presented for payment when there were insufficient available funds, resulting in $222 in fees. To assist you, we have reversed $148 of these fees. This transaction will appear as a credit on your next statement. Mr. [redacted], we appreciate you communicating your concerns with us and trust this is helpful information. Sincerely, Deborah Z Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
August 8, 2016 [redacted] Burnsville MN 55337 Re: Revdex.com case #[redacted] Dear Mr. **, We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your concerns. ...
You express concern regarding the closure of your accounts and the service you received when attempting to obtain information from our team members. We regret if the service you received did not meet your expectations. TCF Bank (“TCF”) has a commitment to delivering a positive experience with each customer interaction. TCF, like other financial institutions, reviews information to ensure that we have a reasonable level of understanding regarding each customer’s banking relationship. As part of this process, we sent you a questionnaire requesting additional information. We regret any confusion there may have been when we received your initial response; however, we needed clarification to finalize the request. When all of the information was not returned, your accounts were closed on July 20, 2016. Our records indicate that we still need you to complete the questionnaire in order to complete our review. Please note that if this questionnaire is not returned, the accounts will remain closed. For your convenience, we have enclosed the questionnaire and a postage paid return envelope. We also understand that you may have incurred fees due to transactions that attempted to be processed when the accounts were closed. So that we can further assist you, please provide documentation for our consideration in reimbursement of these fees. Mr. **, we sincerely apologize for any inconvenience this caused you. Sincerely, Deborah Z Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
Initial Business Response /* (1000, 5, 2015/08/25) */
August 25, 2015
Ms. [redacted]
Apt 259
[redacted] N [redacted] XXXXX-XXXX
Re: Revdex.com Case # XXXXXXXX
Dear Ms. [redacted],
We received the inquiry you submitted to the Revdex.com and appreciate the opportunity...
to respond to your concerns.
You expressed concern regarding the overdrafts assessed to your account and TCF's notification process. We would like to take this opportunity to clarify the process more fully.
If your balance is insufficient for transactions that post during nightly processing, overdraft fees will be applied to your account the next business day. TCF mails a system generated Notice of Overdraft or Adjustment when an account is overdrawn.
To assist our customers with maintaining their account, TCF also offers account balance alerts via Online and Mobile banking. To set up the delivery method for the alerts, please sign into Online Banking and go to Home->Alerts and Messages->Manage Delivery Options. You can then add your email address or cellular phone number as an email address. An example of the cellular phone format would be [redacted]@tmomail.net. Searching for "cell phone number email address" with your phone carrier name online should bring up the correct format. If you would like to set up these alerts and need assistance you can call our [redacted] Line at 1-800-TCF-BANK (X-XXX-XXX-XXXX) to speak with an Online Banking Specialist.
You also expressed concern regarding your overdraft elections.
Review of the Overdraft Election section of your account agreement that you signed on July 17, 2010 (copy enclosed) indicates that you asked TCF to pay ATM, everyday debit card transactions, checks, and ACH transactions that exceed your account's available balance at the time of the authorization request. We are sorry for any misunderstanding there may have been when you were making your elections. It is TCF's goal to ensure our customers have a full understanding of the account at the time it is opened.
We see that you changed your election on August 17, 2015 and asked TCF to decline ATM and everyday debit card transactions that exceed your available balance at the time of the authorization request. TCF does not have record of a request to change your overdraft election for checks and ACH transactions prior to this date.
Between August 4, 2015 and August 18, 2015, your account incurred $1,221 in overdraft fees. To assist you, we have reversed $592 of these fees. This transaction will appear as a credit on your next statement.
Ms. [redacted], we thank you for taking the time to bring these matters to our attention and trust this information addresses your concerns.
Sincerely,
Courtney L.
Customer Response Representative
Cc: [redacted] Mediation Coordinator, Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 22, 2017 Ms. [redacted] [redacted]
[redacted] Saint Paul, MN 55117 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 overdraft fees that were assessed to your checking account. We would like to take this opportunity to explain why the overdraft fees were assessed. 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 February 7, 2017 (copy enclosed) shows that your beginning available balance was $276.45. From this balance, we subtracted the transactions that were pending; in this case, the three transactions totaling $272.14. The available balance was then $4.31. Then we subtracted the transactions that were posting; in this case, the transactions totaling $62.13. The available balance after pending and posted transactions was therefore negative $57.82. 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 February 8, 2017 and February 17, 2017, your account ending in [redacted] was assessed $222 in overdraft fees. On February 9, 2017, TCF reversed $37 of those fees. To assist you, we have reversed the remaining $185 in fees. This transaction will appear as credit on your next monthly 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], thank you for taking the time to bring your concern to our attention. Sincerely, Melody J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because:They have not reversed as a courtesy to me the 499.00 indicated. I have been charged over 1500 for the year. I would like to request the total amount in fees that this account has assessed in 2016, 2015, 2014 and 2013. Also if they plan on reversing these fees when. Because it was stated as though it was already done. They would not electronically verifiy that the check made to cash for 340.00 had clear and was paid resulting in Bank of america holding the check from 10/24 to 11/4 and me incurring several fees for that. Im not clear on the resolution. Also there response in the claims is not sufficient. You do not have me on video and the charges are unuathorized. There are allot of charges that could be similar to my pattern of usage is not evidence. If someone steals my card and charges gas. Then I am held responsible for those charges. As for the 120.00 that atm was clearly over and you have not provided any other proof. I took 900 out of bank of america with receipts and deposited it into tcf and now there is no record. They are stealing from their customers and it is not fair.
Initial Business Response /* (1000, 5, 2015/07/02) */
July 2, 2015
Mr. [redacted]
[redacted]
Cottage Grove MN 55016
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...
concern.
You express concern regarding bill pay debits initiated from your TCF Checking account.
Review of TCF records shows two bill payments made payable to Westconsin Credit Union were initiated through TCF's bill payment process. The payments were sent to the address you provided, which is [redacted], Ellsworth WI 54011. This address differs from the address previously used for payments to this company.
When the checks were not presented for payment from your account by the merchant, you placed stop payments on the items and incurred $70.00 in stop payment fees. The checks were presented to your account for payment on June 24, 2015 and returned due to the stop payment. In addition, you incurred a $37.00 overdraft fee. TCF already reversed these fees.
TCF's Online Banking Agreement explains that we do not guarantee that any payee will receive payment by a certain date. While we are unable to ascertain why the checks in question were not presented for payment by Westconsin Credit Union earlier, we apologize for any confusion there may have been regarding these payments and if the service you received when attempting to resolve the matter did not meet your expectations.
Mr. [redacted], we appreciate you bringing your concerns to our attention.
Sincerely,
Pamela M.
Customer Response Representative
Cc: [redacted], Operations Manager, Revdex.com
November 16, 2016 [redacted]
[redacted] Kenosha, WI 53140 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 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 7, 2016 (copy enclosed) shows that your available balance after pending and posted transactions was overdrawn $102.22. 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 on November 8, 2016 your account incurred $148 in overdraft fees. To assist you, we have reversed those 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. Mr. [redacted], thank you for taking the time to bring your concern to our attention. Sincerely, Nash J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
March 30, 2017 Ms. [redacted] [redacted] Joliet, IL 60435 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 cash deposits that you make to your TCF Bank (“TCF”) checking account. Cash deposits made with a teller and at ATMs that accept cash deposits will be available funds on the day of deposit. If your balance is insufficient for transactions that post during nightly processing, overdraft fees will be applied to your account the next business day. TCF records indicate that an $80 cash deposit was initiated at an ATM on March 18, 2017, which was the day after the insufficient funds activity on March 17. We are sorry for any misunderstanding there may have been regarding this practice. Between March 20, 2017 and March 21, 2017 your account incurred $148 in overdraft fees. To assist you, we have reversed these fees. This transaction will appear as a credit on your next statement. Ms. [redacted], we hope this clarifies TCF’s policies more fully. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 2016
[redacted]
XXXXX [redacted]
[redacted] XXXXX
RE: Account Number XXX-XXX-XXXXXXX-XXXX
Dear Mr. and Mrs. [redacted]
Your letter to the Revdex.com has been forwarded to TCF Bank for response....
I apologize for the difficulties you encountered when trying to pay your account. Feedback from our customers is always important and gives us an opportunity to address issues that may occur.
Upon review of your account, it does appear that TCF made an error when posting your December payment and for that, I apologize. We have waived the late fee that was assessed due to the payment being applied incorrectly and have backdated your payment to reflect the date of the check (XX-XX-XX). Although there was a posting error, TCF did not report any derogatory remarks on your credit bureau. However, if you have documentation that states there has been negative reporting, please provide documentation so we can further review.
Sincerely,
Jean [redacted]
Supervisor Retail Lending
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
The customer indicated that he/she ACCEPTED the business response.
March 16, 2017 Ms. [redacted]
[redacted] Mesa, AZ 85202 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 electronic transaction fraud dispute. TCF Bank (“TCF”) records indicate that you filed a fraud dispute regarding ATM and pin-based debit card transaction on December 30, 2016. TCF completed research and was unable to pay the dispute because the transactions resembled your normal account activity in transaction amount and retailer type. Furthermore, the card attempts stopped after the dispute was filed. On February 27, 2017, TCF received a letter from you disputing the resolution and re-opened the dispute. Based on our additional review, we stand by the decision not to pay your dispute. Ms. [redacted], we appreciate you taking the time to share your concerns with us and regret we are unable to assist you further. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
July 28, 2016 [redacted] Dolton, IL 60419 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received your additional inquiry submitted through the Revdex.com and appreciate the opportunity to clarify the activity on your account. Our records indicate that on July 1, 2016 an insurance payment processed from your account. While we understand that this was an automatic payment, there are other undisputed card transactions that processed from your account during and after the disputed charges. We are unable to pay your dispute because of these transactions. Ms. [redacted], we trust that we have further clarified the actions that were taken with regard to your transaction error dispute and regret that we are not able to assist you further. Sincerely, Nash J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because TCF is changing it's policy to charge higher fees at an unfair rate. They are increasing their fees from $28 per day to $185 per day, an increase of 6.6 times the previous fee. This is totally unfair to the consumer. To state this is to help the customer is a fallacy and false. It is being instituted to increase the profits of TCF Bank and will unfairly hit the poor in the worst way. I am going to contact the Minnesota Attorney General about this unfair pricing practice unless I receive a response which is satisfactory. Thank you.
November 6, 2017 [redacted] Rosemount, MN 55068 Re: Revdex.com Case #[redacted] Dear Ms. [redacted]: We received the additional inquiry you submitted to the Revdex.com and appreciate...
the opportunity to respond to your concerns. We understand from your inquiry that your account has incurred additional overdraft fees following our previous response dated October 20, 2017. Our records indicate that TCF has previously assisted you with $74 in fee reversals prior to our previous aforementioned response where we reversed an additional $518 as a courtesy. While we sympathize with your situation, we are unable to reverse any additional fees at this time. Ms. [redacted], we appreciate you taking the time to share your additional concerns with us. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
August 19, 2016 Mr. [redacted] Lake Zurich, IL 60047 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. We regret any inconvenience you may have experienced when you were assessed fees on your TCF Visa Gift Card. TCF’s Terms and Conditions for VISA Gift Cards explain that a $5 monthly inactivity fee is applied after 12 consecutive calendar months of inactivity. We apologize if you were unaware of these fees. We were unable to locate a record of your Visa Gift Card with the information that was provided. To assist us in the research of this matter, please provide the full Visa Gift Card number in question. We have enclosed a postage paid envelope for the return of this documentation. Mr. [redacted], we thank you for bringing this matter to our attention and look forward to hearing from you. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
...
...⇄ December 5, 2017 Mr. [redacted] Saint Paul, MN 55129 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 the conversion of your TCF Bank (“TCF”) checking account. We regret that you are dissatisfied with the recent notification of changes to your checking account. By consolidating our product offerings, we hope to make it easier for customers to choose the type of account that best suits their needs. We also understand that you are concerned with the way that overdraft fee processing will change for your account. We sympathize with your desire to continue using the product as it currently operates; however, this product is no longer available. Mr. [redacted], we appreciate you taking the time to provide your feedback and hope that you will continue to take advantage of the convenience and service you have come to expect from TCF. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
December 11, 2017 Ms. [redacted] Minneapolis, MN 55409 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 that you were unable to initiate a web transfer on TCF’s digital banking website and that this inaction resulted in an overdraft fee. We sincerely apologize if your experience with TCF digital banking did not meet your expectations. It is our goal to provide services that are efficient, convenient and valuable. While we are committed to delivering a positive experience with each and every customer interaction, we understand that we may not have delivered on that promise and your experience may have been less than positive when you requested assistance from our team members through TCF’s Customer Service Line. On November 28, 2017 your account incurred a $37 overdraft fee when a transaction was presented for payment from your account when there were insufficient funds. To assist you, we have reversed this fee. Mr. [redacted], we truly appreciate that you have voiced your concerns. We value your relationship with TCF Bank. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
Initial Business Response /* (1000, 5, 2015/09/21) */
September 21, 2015
Ms. [redacted] MI XXXXX
RE: CFPB Case # XXXXXX-XXXXXX
Revdex.com Case # XXXXXXXX
Dear Ms. [redacted],
Your inquiry filed with the Consumer Financial Protection Bureau and the...
Revdex.com has been forwarded to TCF Bank for response. We appreciate the opportunity to respond to your concerns.
You expressed concern regarding the resolution of your unauthorized transaction claim and the process TCF follows for handling these claims.
TCF records indicate that on September 6, 2015 you filed a claim for unauthorized transactions on your account. On September 11, 2015 a provisional credit in the amount $1,200.00 was applied to your account while the claim is under investigation. Under federal law, a financial institution is required to provide a "provisional credit" while a claim is being investigated within 10 business days of a claim being initiated. If TCF determines that the transactions are unauthorized or erroneous, the provisional credit becomes permanent.
In reference to your concerns about TCF alerting you of this activity, TCF works with Visa Fraud Prevention to monitor card activity. Our records indicate that Visa Fraud Prevention contacted you on September 6, 2015.
We regret if the service you received from our TCF employees when you attempted to resolve this situation, 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.
Ms. [redacted], we thank you for taking the time to inquire about your account. We value you as a TCF [redacted], and we consider it a privilege to serve your banking needs.
Sincerely,
[redacted]
[redacted] Response Representative
Cc: Consumer Response, Consumer Financial Protection Bureau
[redacted] Mediation Coordinator, Revdex.com
January
23, 2017
Ms. [redacted]
[redacted]
Minneapolis,
MN 55429
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 unauthorized activity that was processed to your TCF
Bank account.
We have
reviewed our records for your checking account ending in [redacted] and have been
unable to find any record of an electronic transaction dispute having been
filed for this account. In order to research this potential unauthorized activity,
we will need you to file a dispute. To initiate this process, please visit your
local TCF branch or contact TCF’s Customer Service Line at 800-TCF-BANK
(###-###-####).
Ms.
[redacted], we appreciate you taking the time to bring your concerns to our
attention.
Sincerely,
Courtney
L.
Customer
Response Representative
Cc: [redacted], Mediation Coordinator,
Revdex.com
October 3, 2016 Ms. [redacted] Afton, MN 55001 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 regarding the closure of your TCF checking accounts. TCF, like other financial institutions, reviews information to ensure we have a reasonable level of understanding regarding each customer’s banking relationship. As part of this process, we sent you a questionnaire requesting additional information. These procedures are required by our Customer Identification Program and are a requirement for doing business with TCF Bank. When all of the information was not returned, your accounts were closed on September 27, 2016. Our records indicate we received all the required information today and reopened your accounts effective September 30, 2016. We consider the request complete at this time. Ms. [redacted], we apologize for any inconvenience this caused you and are pleased to see that we were able to obtain the information and to reopen your accounts. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
July 27, 2016 [redacted] Berwyn IL 60402 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...
about overdraft fees that were assessed to your checking account when you had sufficient funds in your money market account. TCF’s Terms and Conditions for Checking and Savings Accounts (enclosed) explain that TCF Overdraft Protection Savings Transfer Service automatically transfers funds from your savings account to your checking account when items posted to your checking account exceed your available balance by more than $5. This service is available to customers who have a checking and savings account with the same name. Review of your account history does not show that you currently have a savings account in your name. Money market accounts are a type of checking account and cannot be used for this service. We apologize for any misunderstanding regarding your enrollment or eligibility. If you would like to open a savings account and establish transfer service, please visit your local TCF branch. You also express concern over having two debit cards accessing different accounts but looking alike. While we do not currently provide options for the appearance of debit cards, you can request a card for your money market account that would only access the ATM. The ATM card is different in appearance than your debit card, which has the VISA logo. Also, should you open a savings account to set up TCF’s Overdraft Protection Savings Transfer Service, it could be added to your debit card so that both accounts would be on one card. In response to your concerns about accessing mobile banking services, TCF’s Terms and Conditions for Checking and Savings Accounts also explain that to access your account using Mobile Banking Services you must: have an active account and be enrolled in online bankinghave a mobile device with Internet access through a service provider that supports (SMS) text message capabilities and/ or supports either a mobile browser with SSL, Protocol or apps for iOS available from the Itunes Store or apps for an android available form Google Play store and follow the online mobile banking services enrollment and activation process on your online banking website. For assistance with enrolling in Mobile Banking, please stop by your neighborhood TCF location or call 1-800-TCF-BANK (###-###-####) to speak to an Online Banking Specialist. Our records show that between July 6, 2016 and July 15, 2016 transactions were presented for payment when there were insufficient available funds, resulting in $222 in fees. To assist you, we have reversed $148 of these fees. This transaction will appear as a credit on your next statement. Mr. [redacted], we appreciate you communicating your concerns with us and trust this is helpful information. Sincerely, Deborah Z Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
August 8, 2016 [redacted] Burnsville MN 55337 Re: Revdex.com case #[redacted] Dear Mr. **, We received the inquiry you submitted to the Revdex.com and appreciate the opportunity to respond to your concerns. ...
You express concern regarding the closure of your accounts and the service you received when attempting to obtain information from our team members. We regret if the service you received did not meet your expectations. TCF Bank (“TCF”) has a commitment to delivering a positive experience with each customer interaction. TCF, like other financial institutions, reviews information to ensure that we have a reasonable level of understanding regarding each customer’s banking relationship. As part of this process, we sent you a questionnaire requesting additional information. We regret any confusion there may have been when we received your initial response; however, we needed clarification to finalize the request. When all of the information was not returned, your accounts were closed on July 20, 2016. Our records indicate that we still need you to complete the questionnaire in order to complete our review. Please note that if this questionnaire is not returned, the accounts will remain closed. For your convenience, we have enclosed the questionnaire and a postage paid return envelope. We also understand that you may have incurred fees due to transactions that attempted to be processed when the accounts were closed. So that we can further assist you, please provide documentation for our consideration in reimbursement of these fees. Mr. **, we sincerely apologize for any inconvenience this caused you. Sincerely, Deborah Z Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
Initial Business Response /* (1000, 5, 2015/08/25) */
August 25, 2015
Ms. [redacted]
Apt 259
[redacted] N [redacted] XXXXX-XXXX
Re: Revdex.com Case # XXXXXXXX
Dear Ms. [redacted],
We received the inquiry you submitted to the Revdex.com and appreciate the opportunity...
to respond to your concerns.
You expressed concern regarding the overdrafts assessed to your account and TCF's notification process. We would like to take this opportunity to clarify the process more fully.
If your balance is insufficient for transactions that post during nightly processing, overdraft fees will be applied to your account the next business day. TCF mails a system generated Notice of Overdraft or Adjustment when an account is overdrawn.
To assist our customers with maintaining their account, TCF also offers account balance alerts via Online and Mobile banking. To set up the delivery method for the alerts, please sign into Online Banking and go to Home->Alerts and Messages->Manage Delivery Options. You can then add your email address or cellular phone number as an email address. An example of the cellular phone format would be [redacted]@tmomail.net. Searching for "cell phone number email address" with your phone carrier name online should bring up the correct format. If you would like to set up these alerts and need assistance you can call our [redacted] Line at 1-800-TCF-BANK (X-XXX-XXX-XXXX) to speak with an Online Banking Specialist.
You also expressed concern regarding your overdraft elections.
Review of the Overdraft Election section of your account agreement that you signed on July 17, 2010 (copy enclosed) indicates that you asked TCF to pay ATM, everyday debit card transactions, checks, and ACH transactions that exceed your account's available balance at the time of the authorization request. We are sorry for any misunderstanding there may have been when you were making your elections. It is TCF's goal to ensure our customers have a full understanding of the account at the time it is opened.
We see that you changed your election on August 17, 2015 and asked TCF to decline ATM and everyday debit card transactions that exceed your available balance at the time of the authorization request. TCF does not have record of a request to change your overdraft election for checks and ACH transactions prior to this date.
Between August 4, 2015 and August 18, 2015, your account incurred $1,221 in overdraft fees. To assist you, we have reversed $592 of these fees. This transaction will appear as a credit on your next statement.
Ms. [redacted], we thank you for taking the time to bring these matters to our attention and trust this information addresses your concerns.
Sincerely,
Courtney L.
Customer Response Representative
Cc: [redacted] Mediation Coordinator, Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
February 22, 2017 Ms. [redacted] [redacted]
[redacted] Saint Paul, MN 55117 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 overdraft fees that were assessed to your checking account. We would like to take this opportunity to explain why the overdraft fees were assessed. 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 February 7, 2017 (copy enclosed) shows that your beginning available balance was $276.45. From this balance, we subtracted the transactions that were pending; in this case, the three transactions totaling $272.14. The available balance was then $4.31. Then we subtracted the transactions that were posting; in this case, the transactions totaling $62.13. The available balance after pending and posted transactions was therefore negative $57.82. 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 February 8, 2017 and February 17, 2017, your account ending in [redacted] was assessed $222 in overdraft fees. On February 9, 2017, TCF reversed $37 of those fees. To assist you, we have reversed the remaining $185 in fees. This transaction will appear as credit on your next monthly 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], thank you for taking the time to bring your concern to our attention. Sincerely, Melody J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because:They have not reversed as a courtesy to me the 499.00 indicated. I have been charged over 1500 for the year. I would like to request the total amount in fees that this account has assessed in 2016, 2015, 2014 and 2013. Also if they plan on reversing these fees when. Because it was stated as though it was already done. They would not electronically verifiy that the check made to cash for 340.00 had clear and was paid resulting in Bank of america holding the check from 10/24 to 11/4 and me incurring several fees for that. Im not clear on the resolution. Also there response in the claims is not sufficient. You do not have me on video and the charges are unuathorized. There are allot of charges that could be similar to my pattern of usage is not evidence. If someone steals my card and charges gas. Then I am held responsible for those charges. As for the 120.00 that atm was clearly over and you have not provided any other proof. I took 900 out of bank of america with receipts and deposited it into tcf and now there is no record. They are stealing from their customers and it is not fair.
Initial Business Response /* (1000, 5, 2015/07/02) */
July 2, 2015
Mr. [redacted]
[redacted]
Cottage Grove MN 55016
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...
concern.
You express concern regarding bill pay debits initiated from your TCF Checking account.
Review of TCF records shows two bill payments made payable to Westconsin Credit Union were initiated through TCF's bill payment process. The payments were sent to the address you provided, which is [redacted], Ellsworth WI 54011. This address differs from the address previously used for payments to this company.
When the checks were not presented for payment from your account by the merchant, you placed stop payments on the items and incurred $70.00 in stop payment fees. The checks were presented to your account for payment on June 24, 2015 and returned due to the stop payment. In addition, you incurred a $37.00 overdraft fee. TCF already reversed these fees.
TCF's Online Banking Agreement explains that we do not guarantee that any payee will receive payment by a certain date. While we are unable to ascertain why the checks in question were not presented for payment by Westconsin Credit Union earlier, we apologize for any confusion there may have been regarding these payments and if the service you received when attempting to resolve the matter did not meet your expectations.
Mr. [redacted], we appreciate you bringing your concerns to our attention.
Sincerely,
Pamela M.
Customer Response Representative
Cc: [redacted], Operations Manager, Revdex.com
November 16, 2016 [redacted]
[redacted] Kenosha, WI 53140 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 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 7, 2016 (copy enclosed) shows that your available balance after pending and posted transactions was overdrawn $102.22. 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 on November 8, 2016 your account incurred $148 in overdraft fees. To assist you, we have reversed those 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. Mr. [redacted], thank you for taking the time to bring your concern to our attention. Sincerely, Nash J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because: They have been reviewing this situation since April 11th, 2017 with no movement or path to resolution.
March 30, 2017 Ms. [redacted] [redacted] Joliet, IL 60435 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 cash deposits that you make to your TCF Bank (“TCF”) checking account. Cash deposits made with a teller and at ATMs that accept cash deposits will be available funds on the day of deposit. If your balance is insufficient for transactions that post during nightly processing, overdraft fees will be applied to your account the next business day. TCF records indicate that an $80 cash deposit was initiated at an ATM on March 18, 2017, which was the day after the insufficient funds activity on March 17. We are sorry for any misunderstanding there may have been regarding this practice. Between March 20, 2017 and March 21, 2017 your account incurred $148 in overdraft fees. To assist you, we have reversed these fees. This transaction will appear as a credit on your next statement. Ms. [redacted], we hope this clarifies TCF’s policies more fully. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
Initial Business Response /* (1000, 5, 2016/02/10) */
February 10, 2016
[redacted]
XXXXX [redacted]
[redacted] XXXXX
RE: Account Number XXX-XXX-XXXXXXX-XXXX
Dear Mr. and Mrs. [redacted]
Your letter to the Revdex.com has been forwarded to TCF Bank for response....
I apologize for the difficulties you encountered when trying to pay your account. Feedback from our customers is always important and gives us an opportunity to address issues that may occur.
Upon review of your account, it does appear that TCF made an error when posting your December payment and for that, I apologize. We have waived the late fee that was assessed due to the payment being applied incorrectly and have backdated your payment to reflect the date of the check (XX-XX-XX). Although there was a posting error, TCF did not report any derogatory remarks on your credit bureau. However, if you have documentation that states there has been negative reporting, please provide documentation so we can further review.
Sincerely,
Jean [redacted]
Supervisor Retail Lending
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/02/19) */
The customer indicated that he/she ACCEPTED the business response.
March 16, 2017 Ms. [redacted]
[redacted] Mesa, AZ 85202 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 electronic transaction fraud dispute. TCF Bank (“TCF”) records indicate that you filed a fraud dispute regarding ATM and pin-based debit card transaction on December 30, 2016. TCF completed research and was unable to pay the dispute because the transactions resembled your normal account activity in transaction amount and retailer type. Furthermore, the card attempts stopped after the dispute was filed. On February 27, 2017, TCF received a letter from you disputing the resolution and re-opened the dispute. Based on our additional review, we stand by the decision not to pay your dispute. Ms. [redacted], we appreciate you taking the time to share your concerns with us and regret we are unable to assist you further. Sincerely, Courtney L. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
July 28, 2016 [redacted] Dolton, IL 60419 Re: Revdex.com Case # [redacted] Dear Ms. [redacted], We received your additional inquiry submitted through the Revdex.com and appreciate the opportunity to clarify the activity on your account. Our records indicate that on July 1, 2016 an insurance payment processed from your account. While we understand that this was an automatic payment, there are other undisputed card transactions that processed from your account during and after the disputed charges. We are unable to pay your dispute because of these transactions. Ms. [redacted], we trust that we have further clarified the actions that were taken with regard to your transaction error dispute and regret that we are not able to assist you further. Sincerely, Nash J. Customer Response Representative Cc: [redacted], Mediation Coordinator, Revdex.com
I am rejecting this response because TCF is changing it's policy to charge higher fees at an unfair rate. They are increasing their fees from $28 per day to $185 per day, an increase of 6.6 times the previous fee. This is totally unfair to the consumer. To state this is to help the customer is a fallacy and false. It is being instituted to increase the profits of TCF Bank and will unfairly hit the poor in the worst way. I am going to contact the Minnesota Attorney General about this unfair pricing practice unless I receive a response which is satisfactory. Thank you.