Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was trying to dispute the balance and I never used my card nor I made payments on this account in trying to settle the balance on the late fees but the creditor is not working with me won’t transfer me to dispute dept and I call the disputes dept and they told me they never service TCM bank credit cards anymore this account is hurting my credit report and they close my account back in February for no reasons at all. The fraud dept rep was rude to me and threatened call the cops on me if I keep on calling TCM bank they wouldn’t send me a statement so I can dispute the charges . I’m asking TCM to remove the late fees and remove the late remarks off my credit report so I can continue dispute the charges

  Business Response

  Date: 11/29/2023

  November 27, 2023

  To Whom It May Concern,
  

  Recently, **** forwarded TCM Bank correspondence from the BBB advising that ******* ***** submitted a complaint. ******* ***** stated that they are having difficulty disputing transactions on their credit card account. They requested TCM Bank to remove late fees and any delinquencies reporting to the credit bureaus.

  Upon investigation, it appears that TCM Bank had concluded the dispute that ******* ***** filed.
  

  ******* ***** has spoken with our Fraud Prevention department multiple times about the account. It appears that the transactions conducted were completed by ******* ***** and we are holding them responsible for the balance due. TCM Bank will not remove the late fees or delinquencies on the credit bureau report in reference to ******* *****’s credit card account.

  Thank you for contacting us so that we had the opportunity to respond to this matter. If you have any further questions, please contact our 24/7 Customer Contact Center at ###-###-#### or email [email protected].
  

  Sincerely,

  Compliance
  TCM Bank, N.A.

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I don’t know how this bank got my debt, they fail to provide me with that information everytime I call. I’ve spent 5+ hours on the phone being to department to department, hung up on by various representatives and supervisors, some of which tell me “the debt and account looks weird” while I’m simply trying to close out my account and pay off the balance of $2,465.28. My suspicion is this debt came from an ********* Bank of ******* from years ago, I’ve recently opened up a debt consolidation loan to successfully consolidate debts from ********, **** ****, ********* via ******, and a ******* Bank. All have cooperated with the consolidation and closing of accounts, this company I do not even recognize not only escalates my requests to pay and close out the account, they say it can only be done by charging a credit card they sent me in May 2021 they confirm has never been activated and there has been 0 purchases on my card since then. Further more when I contact ********* bank of *******, they refer me to this number. This number then tells me they don’t recognize the debt, don’t know how it got there, can’t pay it off unless I’m paying from a card they sent me that I never applied for with them nor was activated, and send me through cycles while disconnecting the call. My complaint is simple and stating it now, let me pay off the debt I have and close the account. If this is not legitimate debt, forgive it and stop harassing me with letters and horrific service sending me in circles. It seems really telling this company can’t give me any legitimate answers when I’m looking to consolidate and move on to a positive credit future. I never signed up for any debt with them, if it isn’t from **** or Chicago it’s fraudulent debt and a horrific company that needs to be investigated.

  Business Response

  Date: 08/04/2023

  August 4, 2023

  Dear Dispute Resolution Team,

  Recently, we received correspondence from the Better Business Bureau that ******* ********* filed a complaint about their TCM Bank, N.A. (TCM) credit card account. The
  complaint stated they didn’t understand how TCM Bank got their debt and had been trying unsuccessfully to contact us. They feel it may be an Amalgamated Bank of Chicago
  (ABOC) card but are unsure. Thank you for contacting TCM Bank and allowing us to respond to this complaint.

  An investigation of this complaint revealed that *** *********’s credit card account was acquired by TCM Bank from ABOC. At that time, a letter went out to all affected
  cardholders detailing the transition and the new arrangements. Also, monthly billing statements from TCM Bank with transaction history and payment information were sent.
  TCM Bank understands *** ********* would like to make arrangements to pay off the debt. ******* *******, Customer Experience Manager, has been attempting to reach **.
  

  ********* to make those arrangements and has left him several voicemails and emails to return his call. Please have *** ********* contact ******* ******* at ###-###-#### or email him at ***************@tcmbank.com.
  

  Sincerely,
  ***** ********
  EVP, Chief Risk Officer

  Customer Answer

  Date: 08/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The responder was not available during off hours, I work until past 6PM EST and furthermore if they want to say it’s resolved on here, I’d like to dispute ever owning the debt in the first place. I never opened up anything with TCM, and will challenge the “bank” to show when I opened it up with them.
  
  Since their reps initially wanted to make this difficult and laugh at me when I asked, I want to put this out publicly and ask where this debt came from. I never opened any account with TCM, I’m asking them to answer publicly here where it came from. 

  Regards,
  
  *********************************

• Initial Complaint

  Date:03/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 28, 2023 8:50 p.m. CT ************ my landline phone **** I've tried the ********** number for customer service. I want to sign up for email statements on my **** credit card and be awarded $15 on my account. I want to ask about my points, some will expire the end of June, 2023. I want a brochure giving this information how to use them. Their customer service number keeps repeating give the 16 card number over and over. I asked "can you hear me" no response. It's probably a fake number. Their mailing address previously was in Tampa and I notice my current statement shows the Atlanta, GA address I want to enter my mobile number on the record so I am able to sign in to "mycardstatement". Otherwise, I can't log in. I use caption phone, cochlear implant hearing assists. Age 89. I would appreciate help in this matter using landline phone number. Mobile number just for logging in "mycardstatement". Or the TCM Bank may email me  *******************

  Business Response

  Date: 05/23/2023

  May 23, 2023 
  

  To Whom It May Concern, 
  

  Recently, TCM Bank was forwarded a BBB complaint for a TCM Bank credit card accountholder, *****  ****. Within this complaint, ***** **** advised that she had difficulty reaching a representative at TCM  Bank and was asking for assistance in reaching a representative and accessing mycardstatement.com. 
  

  TCM Bank’s Customer Experience Manager, ******* ******* did reach out to ***** **** and assist her  with all of her questions and unlocked her mycardstatement.com access so she could log into her  account. ******* was happy to answer all of her questions and address her concerns and she seemed  satisfied with the outcome. 
  

  Thank you for contacting TCM Bank and allowing us to respond to this matter.  
  

  Sincerely, 
  **** ** ********** 
  Compliance 

  Customer Answer

  Date: 05/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  
  

• Initial Complaint

  Date:12/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid $19,713.00 to my **** account, but it has been credited to an old card number that had to be discontinued in Oct 2022. After 4 phone calls **** has still not credited the correct account. They put a HOLD on my card, all charges are being denied. Ive had to throw in another $5000 even though I should have a an outstanding credit of almost ( now $ 8 or $9000). Every time I call the mistake is acknowledged; steps are taken to rectify( supposedly); been told it would be corrected in 24 hours ( on Dec 8) , it was impossible to fix on a Sat (Dec 10), it would take 5-7 business days (. Dec 12); they would EXPEDITE on Dec 12 and call back to confirm on Dec 14 ( they did neither); Dec 15. - we will correct in 24 hours and call you back on 16 th ( RE: ****). It is Xmas. I cant not charge for anything. I can't buy air tickets to get my family home. They ARE VERY SORRY, BUT NOTHING GETS FIXED.

  Business Response

  Date: 02/17/2023

  February 16, 2023 
  To Whom It May Concern, 
  Recently we received correspondence from **** advising that one of our cardholders, ***** *****, filed a complaint regarding her TCM Bank credit card account. In this complaint, ***** ***** advised that  she paid $19,713.00 and it was credited to her old account number. She advised she had to make four  phone calls and the credit was not applied to her new credit card account. She further explained that  this issue resulted in not being able to use her card for purchases prior to Christmas as she was planning. 
  Upon investigation the following was found: 
  1. ***** ***** called TCM Bank on December 6, 2022, to advise that her payment was submitted  and not reflected on her statements. The representative was able to find that her BillPay was  referencing an old account number that had been closed due to fraudulent activity. During this  conversation, the representative advised ***** ***** to update her BillPay so future payments would post to the correct account number. ***** was also advised that TCM Bank would  transfer the payments to her open account. The TCM Bank representative did notify *****  ***** that this will be corrected in 24 hours. 
  2. ***** ***** called TCM Bank and spoke with our back up customer service who was not able to  assist further with the matter. 
  3. ***** ***** spoke to the chargeback department about the payments and was transferred two  more times until she spoke to a TCM Bank representative. The representative spoke advised ***** ***** to allow two business days for completing the transfer. 
  4. TCM Bank posted the payments to the correct account on December 15, 2022. The transaction  dates match the date when the payments were received. 
  TCM Bank apologizes that it did not post the payments in the time frame quoted to ***** *****. The  management team is aware of the delay and have since taken steps to better manage customer’s  expectations. A new supervisor has joined TCM Bank, and it is expected that this addition will assist 
  with meeting the deadlines established by TCM Bank. TCM Bank has verified that any late fees and  interest have been properly waived during the period in question. 
  Thank you for contacting TCM Bank and allowing us to respond to this issue. If you have any questions,  contact our 24/7 Customer Contact Center at 1-800-883-0131 or email [email protected].  
  Sincerely, 
  Jill *. H********* 
  Compliance 
  TCM Bank, N.A.
  
  

  Customer Answer

  Date: 02/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *****
  
  

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TCM brought the bank from my credit card company did not inform me of the new transition, my credit was ruin!!!! Countless times i paid my monthly bill, it was returned to my bank, I couldn't get any answers to why!!!! Then they closed my account, and sent it to collections!!!!!! Totally ruined my credit score

  Business Response

  Date: 09/15/2022

  September 14, 2022 
  Dear Dispute Resolution Team, 
  Recently, we received correspondence from the Better Business Bureau that **** ******** filed a complaint about their TCM Bank, N.A. (TCM) credit card account. The complaint  stated that their credit card was bought by TCM Bank, they had not been informed of the  transition, and their credit was ruined. Thank you for contacting TCM Bank and allowing  us to respond to this complaint. 
  An investigation of this complaint revealed that **** ********’s credit card account was  acquired by TCM Bank in August 2021. At that time, a letter went out to all affected  cardholders detailing the transition and the new arrangements. Also, monthly billing  statements from TCM Bank with transaction history and payment information were sent.  TCM Bank telephone records show that **** ******** communicated with TCM Bank C3  representatives on several occasions dating back to October 2021 where the same  information was relayed. In one of those conversations, **** ******** mentions they had  failed to update their bill pay details, so the payments were returned. Due to nonpayment,  their account was sent to collections and is currently in a charged off status. 
  TCM Bank understands **** ******** would like their credit bureau information  corrected. Per the Fair Credit Reporting Act, TCM Bank may not alter repayment history  that is being accurately reported. The investigation detailed above shows the credit  history is reporting accurately and all disclosure requirement of the Truth In Lending and CARD Acts were met. 
  Sincerely, 
  David G******* 
  EVP, Chief Risk Officer