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Thomas said the case was reopened and TCF was currently in the process of recouping the funds from Southwest, a process that can take up to 45 days. Thomas said the bank initially denied Lindmeyer’s claim because the information, such as her address, matched the gift card purchase.
“There are parts of the experience where we handled it exactly according to regulation,” Thomas said. “But I think we could have been more helpful with it, and that’s something we will be following up on with the individuals that were involved.”
For example, he said, Lindmeyer wrote TCF Bank a letter saying a branch manager told her they were unable to help her file a claim, which Thomas said should not have happened.
Thomas said Lindmeyer’s experience was unique and is not a reflection of the bank’s customer-service expectations.
The U.S. Public Interest Research Group released a report Tuesday saying TCF Bank was the most complained-about bank in the country, based on the ratio of consumer complaints and total deposits.
The biggest complaint was about the opening, closing or management of a checking account.
Thomas said the report’s methodology is flawed because TCF Bank does not have a significant amount of commercial deposits. TCF has only $14 billion in deposits but 1.2 million checking accounts. By comparison, a similar-sized bank would have 50 to 60 percent more commercial deposits, he said.
Thomas does not dispute that there is room for improvement, and said the bank takes all customer complaints seriously.
Lindmeyer isn’t convinced. She’s moving her money into a credit union and away from TCF.
“I think customer service is not that high on their list, ” Lindmeyer said.
Alejandra Matos • 612-673-4028 • Twitter: @amatos12