Report: #432403

Complaint Review: TCF Bank

  • Submitted: Mon, March 09, 2009
  • Updated: Mon, March 09, 2009
  • Reported By: Schaumburg Illinois
  • TCF Bank
    1069 Roselle Road
    Hoffman Estates, Illinois
  • Phone:
  • Web:
  • Category: Banks

TCF Bank lost my cash deposit of $600 - money was never credited to my account Hoffman Estates Illinois

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I recently made a cash deposit of $600 on Feb. 21st, 2009. Even though it was snowing hard that day, I still went in person to make the deposit to my bank account because I was not comfortable having that much cash lying around the house. So I went in around early noon to go to a TCF branch inside a jewel store. The branch location was 1069 Roselle Road, Hoffman Estates, IL 60195. I didnt have a deposit slip pre-filled out so I went to fill out a blank one and wrote my account number in the deposit slip. As per usual, I made sure to double check the account number that I wrote in the piece of paper.

There was a short line, but I patiently waited. When it was my turn, I went up to the teller and handed him a white envelope full of $20 bills. The total amount of the deposit was $600. The teller took the money and gave me a receipt. Before I left, I even requested to exchange 2 $20 bills in quarters. I figured I will need the quarters for laundry. And then I left and put the receipt in my bag.

I never gave it a second thought to check if my account was credit with the amount of money I deposited. In my mind, they were cash so it will be reflected in my account right away (unlike with checks where it has to clear). But on March 3rd, I decided to check my online banking statement since I normally try to balance my accounts at the end of each month. And I was shocked to see that the amount of my deposit was not there. My account was never credited for the cash deposit I made.

I frantically looked for my despoit slip, but I must have thrown it away. I searched everywhere in the house and in my purse and in the car - any possible places where I could have kept it, but to no avail. I panicked. I lost my deposit slip - the only proof that I made the cash deposit.

So I called customer service. I told them my situation. I made a cash deposit of $600 on Feb 21st, but my account was never credited. The first person I talked to was rude. She told me that since I dont have my desposit slip there is nothing she can do. She asked me when I made the deposit. At that time, I was so shocked by the the realization that I lost the money I deposited that I couldnt think straight. I couldnt initially recall the date or the location ( there are two locations where I normally despoit money) of where I made the deposit. So I hung up and told her I will try to recall more details.

I called the second time, and talked to a second agent on the phone. She said since I dont have the deposit slip it will be hard for them to trace the transaction. Since at that time, I was getting confused and was in a panic to remember the specifics of the transaction, I provided a possible time frame of the transaction. The agent told me she will open a 'Resaearch Request' to look into it. But could not specify how long it will take for me to get an answer.

After that call, I retraced my steps and tried to remember the exact date of when I made a deposit in the hopes that it could expedite the process. I finally recalled that the exact date was Feb 21. and the location was 1069 Roselle Road, Hoffman Estates, IL 60195. I called the branch to talk to the manager but the manager was not there so I was asked to talk to the supervisor. I explained the situation to Ricardo, the floor supervisor at that time, and based on the description of the teller, he mentioned that the teller's name was Adam. He told me he will talk to Adam and will call me back. He never returned my call.

On March 4, I went to the branch to talk to the branch manager hoping to explain the situation and to follow up with Ricardo as to what happened with his talk with the teller. But the branch manager was out and I talked to the supervisor, a different person whose name was Mahul. He checked the tellers log from his computer but said that he could not open the log from Feb. 21 since it was too long ago. And this is what I dont understand - it was barely three weeks when I realized that my deposit was missing, I dont understand why they can not seem to have access to their records for that date when I know by law they need to retain records of their transactions. So Mahul suggested that I open another 'Research Request' so someone can look in to it. He said to stop by in a week to follow up.

Today, March 9, I called the main customer service hotline again to provide specifics for the missing deposit. The exact amount, date, location and even the name of the teller. Now I was told that it could take up to 30 days for my request to be answered. I know for a fact that TCF scans their deposit slips as well as each teller has a log of their transactions. Also, banks keep a daily proof sheet of all the transactions made at each day. I do not understand why they can not just look in those records. Not to mention the video cameras around the bank that they check to prove that I was there and made a deposit.

I am very upset and worried that I will never get my money back. Just because I do not have the deposit slip, does that mean I am screwed?

Schaumburg, Illinois
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