Complaints

This profile includes complaints for Commerce Bank of Kansas City's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Commerce Bank of Kansas City

  1000 Walnut St Kansas City, MO 64106-2145

• 

  Commerce Bank of Kansas City

  PO Box 419248 Kansas City, MO 64141-6248

• 

  Commerce Bank of Kansas City

  2830 S 4th St Leavenworth, KS 66048

• 

  Commerce Bank of Kansas City

  300 N Osage St Independence, MO 64050-2705

• 

  Commerce Bank of Kansas City

  PO Box 807011 Kansas City, MO 64180-7011

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:08/22/2024

  Type:Billing 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.

  Last Day 05-25-24$ 2,174.98 plus other payment's made thru out a year 10-16-2023 $2,973.43 Well took vehicle in for Engine Repair's that were Inadequately & Unnecessary Repairs and over charged, the light Never went off the engine No Matter What Repairs they did and they are the experts because Had they FIXED IT I WOULD HAVE Never HAD TO TAKE MY VEHICLE TO ANOTHER SHOP FOR the correct repairs .They kept my vehicle for almost a year from June 23 to May 2024. It was always a different part that need to be replace in order to repair the issue .They got an attitude with me. The part, or the work or the service was inadequate or the parts were defective. We sent messages to try and settle with them but they REFUSE ANY MAIL, EMAIL, CMAIL AND WENT TO DISPUTE CENTER AND THEY REFUSE ,PLUS BBB AND I AM REQUESTING A REFUND .They damage my engine and rods plus the timing chain .I spent almost another $2,000 at another repair shop June 05 2024.

  Business Response

  Date: 09/20/2024

  Please see the attached that was mailed in response to the complaint. 

  Commerce Bank received the Complaint. Research found that ****** ******** passed away on March 
  4, 2024, which is prior to the date the Complaint was filed. The Bank will not be providing any 
  information regarding the claims made in the Complaint as this Complaint was not submitted by our 
  customer. 

  Business Response

  Date: 10/02/2024

  Commerce Bank stands by our previous response. 

  Customer Answer

  Date: 10/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ********************** ********   Commerce bank has OVERLOOKED ALL TRUE Facts and DENIED ALL CORRECT INFORMATION.

  They said they were Notify and also they said that the email was not the address and it is on there letter head. They were Notified in April or May when they got a money order but they DISREGARG THAT as well

  It should be a zero balance because a person in Heaven can not pay a bill, no funds to pay  It is a Intense/increasing FINANCIAL HARDSHIP. The Dispute is Because the car shop NEVER FIX THE TRUCK  Properly

  Only cause more harm and over charging the people, product or item was DEFECTED/ DAMAGED FREIGHT AND THE SERVICE high POOR. Commerce bank is very  RUDE .

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  Two secured cards were opened using my money $4000 each on Feb. 1, 2019 and Sept. 7, 2022 or reaching zero. I was paid our of secured savings $4000.39 and $3773.71 checks totaling $7774.10.
  Loan Depot a lending company I acquired to pay off all debt owed additionally paid Commerce Bank 1. $3949 and $3966.

  Customer Answer

  Date: 09/28/2024

  ID ********

  This is complaint to you Better Business Bureau about Commerce Bank concerning secured credit card ending ****. Card had reached 4,000 Dollars. Bank insisted account had to test zero balance.And payments continued until closing this year at still 4,000. Dollars.

  Business Response

  Date: 10/04/2024

  For additional clarification on our previous two responses,
  we are mailing you the last two statements for the two Secured Credit Cards and
  their associated Secured Savings Accounts. These statements show the balance
  information provided in our previous responses is accurate and the Bank does
  not owe you any additional funds as you were paid the balance from the two
  secured savings accounts via check on May 7, 2024. In addition, the Bank will
  also send you copies of the two checks that were negotiated by you on May 18,
  2024. These will be sent to the address on file. Should you still have
  additional questions, you may contact me directly.
  

• Initial Complaint

  Date:08/02/2024

  Type:Billing 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 hired ***** *** Law to consolidate mine and my wife's debts in February 2023. Commerce Bank was one of the creditors handled in our consolidation but continue to report this account to be opened on my credit report and way over the limit causing my credit score to remain to low. They agreed to the amount of $875.00 to settle this account and were paid in full over 5 payments of $175.00. Still after being paid, they continue to leave false information on my credit report that has caused my score to remain low and resulting myself not to be able to gain any credit due to low score. This account has been closed for over a year but yet they continue to report it open on my credit report. This account was also paid as agreed to settle debt and yet Commerce Bank has continued to falsely report over the limit amount on my credit report. I have disputed this several times with Trans Union and Equifax but for some unknown reason it still remains on my report. I need Commerce Bank to have this account updated to report true information or just taken off my credit report all together.

  Business Response

  Date: 08/22/2024

  Please see the attached response that was mailed to the consumer. 

• Initial Complaint

  Date:03/20/2024

  Type:Billing 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.

  My Commerce Bank credit card bill was paid online in full from my Commerce checking account on January 30, a day before the deadline on the bill. Even though my account showed it to have been paid then and I have the canceled check which verifies it, Commerce charged both a late fee of $29 and interest of $94.31. I contacted the 13th and Woodlawn branch of the bank in person on Feb. 5 and was told the matter had been referred to the Kansas City office and that I would be called when there was a response. After not hearing I returned to the bank a week later and this time the late fee was refunded by crediting it to my account. However, the bank employee said the interest rebate would have to come from KC and that I would be called when word arrived. After not hearing the following week and I again went to the branch. The employee told me no word had come from Kansas City but that I'd be contacted. A week later I wrote the president of the company, **** ** ******, outlining the problem. I have not had a response.
  
  My position is that the interest should be refunded to me because (1) the bill was paid to Commerce on time and (be) because the bank's refund of the late payment fee is an indication of agreement. However, I have received to refund and most no response from the bank after four inquiries.

  Customer Answer

  Date: 04/03/2024

  I now have heard from the bank and we can consider the matter closed although not in the way I had wanted.    Thank you for your help.  *** *****

  Business Response

  Date: 04/11/2024

  Commerce Bank previously received a letter from this consumer and we responded by sending him the attached letter. 

• Initial Complaint

  Date:12/13/2023

  Type:Billing 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 am reaching out as to my recent attempt to get a auto loan with Commerce Bank for a 2012 Rav4.
  
  We went to speak with someone yesterday Dec 12th 2023 and they helped us walk through the process of creating a profile and submitting the application.
  
  We received the news today Dec 13th 2023 that we were not approved for this loan for our 2012 Rav4. We are deeply sadden by this but understand your decision.
  
  We are asking at this time, in good faith, as because we are not doing business together, if you can remove the hard inquiry on both mine and my wife's credit file?
  
  I understand you are in no obligation to do so but due to us not being approved and you choosing not to proceed with doing business we are kindly asking for the hard inquiry to be removed to prevent further damage of our credit file as we continue to future seek guidance for financing for our vehicle.
  
  Thank you again for your consideration in our application and hope you would comply with our request.
  
  Have a good day

  Business Response

  Date: 12/22/2023

  The Bank is contractually obligated to report the facts to
  the credit bureaus, which we have done in this case. As you applied for a loan,
  the hard inquiry is part of the application process and we will not be removing
  the hard inquiry.

  Customer Answer

  Date: 12/22/2023

   
  
  Complaint: ********
  
  
  I am rejecting this response because: while I appreciate the response, we were under the impression our application would be accepted. As I understand how the credit system is done, I do not agree with hard inquires being left on a consumers credit file if the lender refuses to proceed to do business. This was more of a simple goodwill request given no reason or explanation was or has been given as to why we were denied. Thank you for your consideration.
  
  
  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 12/28/2023

  We regret to
  hear that you rejected our response; however, our response remains the same.
  

• Initial Complaint

  Date:10/02/2023

  Type:Billing 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.

  Paid the final balance as directed and then they send me another bill. They didn't even have the courtesy to deduct the last payment of 15.00. We owe them nothing and they should relieve me of this. Just not right after all I have paid in to them. All I paid was the late payment fee of the 15.00. We can not reason with these people.

  Business Response

  Date: 10/13/2023

  Please see the attached response that was mailed to the consumer. 

• Initial Complaint

  Date:08/28/2023

  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.

  For 2 months I have been trying to establish online connections with Commerce Bank. Each time they have failed. I've called bank several times and they agreed to escalate this matter but nothing has been resolved.
  
  
  They will not call me back and refuse to make the correction on their end.
  
  I want to have online connectivity so I can manage my account.

  Business Response

  Date: 09/18/2023

  The Bank mailed the attached letter response to this consumer. 

  Customer Answer

  Date: 09/19/2023

  [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:08/11/2023

  Type:Billing 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.

  Hello, so I've tried repeatedly over the last 8 days (Starting Aug 2, 2023) to simply raise the spending limit on my debt card. I've complied with all the request for verification requests made of me. Several phone calls, hours on hold, emails to at least 2 departments within Commerce all have not only not resulted in my debt card limit being temperately raised but the apparent closing of my checking account or at least my debt card.
  
  Boggles the mind that they can hold my money essentially hostage for whatever reasoning they have after meeting all of their verification requests. All while not reaching out to my cell, email, or messaging system on their online banking system to try to let the "real me" know that someone has all of my info is trying to raise the limit. Seems like something that would a standard practice in the advent of a suspected breach. Which is the only I can think they must assume is happening as they're not only refusing to raise my limit but now closing the account. As otherwise they're declining it out of some form of personal entertainment or non professional conduct.
  
  As far as what I've provided them:
  I've called them with the phone number on the account.
  I've emailed them with the email on the account.
  I have provided my:
  Full name.
  Date of birth.
  Mothers maiden name.
  Full SSN.
  Address on file.
  Card number related to the account.
  A photo of me and my Military ID, which is a valid "Real-ID". But for whatever internal reasoning, a Military ID isn't valid.
  A photo of me and my drivers license.
  
  The employee that started this issue (as far as I am aware):
  ***** * *******
  Senior Fraud Specialist - BankCard
  Bkcrd Sec Ctr - Night
  *** **** ** ****** **** ******** ***** ************ 
  The employee that supposedly closed my account:
  ***** * **** Supervisor, Fraud - BankCard Security
  Bkcrd Sec Ctr- Day
  *** **** *** ****** ****** **** ******** ***** ************ 
  I intend to continue trying to resolve this issue on my end.
  Thank you for your time.

  Business Response

  Date: 08/25/2023

  The Bank mailed the attached letter response to this consumer 

• Initial Complaint

  Date:06/21/2023

  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.

  On June 5th, they approved a $1,000 limit card with no questions asked. On or about the 15th of June, they had taken it back again. For 2 days, I was on hold with multiple people on hold trying to activate the card. The problem was that they put it into the system, and had quietly taken it out of the system deceptively.
  
  They say that Commerce Bank was given bad information by a creditor to do me harm. I wish to have a face-to-face meeting with said creditor, so that I may file a claim in court to hold them accountable for this.
  
  It is unacceptable that they do this bait-and-switch to exploit unsuspecting victims of the fraud they wish to perpetuate, and I wish to hold them as well as they creditor who provided the information responsible.
  
  This has also been filed on my credit report as an inquiry I wish to have removed. I should receive $1,000 compensatory for the claims directly damaging to me and my name.

  Business Response

  Date: 07/14/2023

  The Bank will be responding to this complaint but requires additional time to complete our research and respond. Thank you. 

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service 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 have a loan through commerce bank. The phone number connected to this is not in service. You can get customer support but not be connected to were they direct your call . I have tried several times to get in contact with them several different ways to no avail. I just want to pay my loan without this extra stressful hassle. I did have my account set for auto pay . Which seems also to not be working. I wish to avoid late fees. Any incurred thus far shall need to be removed. I set up auto pay it did work until recently. Thank you for your help. And attention in this matter.

  Business Response

  Date: 07/03/2023

  Please see the attached response that was mailed to Mr. *****

  Business Response

  Date: 07/03/2023

  Dear Mr. ***** 

  Commerce Bank (“Bank”) received your Complaint regarding your Bank Health Services Financing (“HSF”) account ending in **** (“Account”). Below is a summary of our findings and resolution.  As stated in your Complaint: • The phone number connected to the Account is not in service and you have been unable to get customer support from the Bank. You state you just want to make a payment for the Account without any extra hassle. • You claim the Account was previously on autopay but is now not.  • You ask that any incurred late fees be removed from the Account.  Bank research and resolution: • As listed on the Account statements, the phone number to call for assistance and/or to make a payment on HSF accounts is **************. Bank records confirm on two (2) occasions when you called the Bank, the Bank representative erroneously transferred you to a disconnected phone number that was once associated with the Bank’s Health Savings accounts. We apologize for their error and have addressed this with our customer support team. • The Account was established on January 20, 2023. There have been two (2) payments received. You made an online payment of $208.37 on February 20, 2023. You then set up recurring payments online, for the minimum payment due with a start date of April 6, 2023. That payment posted successfully on April 6, 2023. On May 2, 2023, our records show that you cancelled the recurring payments and then re-signed up for recurring payments with a start date of June 6, 2023. You were unable to set up recurring payments for the payment due date of May 6, 2023, as it was too close to the current due date. There was no payment received for the May 6, 2023 payment, so a late fee of $15.00 was assessed on May 22, 2023. The Bank received the Account billing statement (“Statement”) returned on June 6, 2023, as undeliverable by the USPS. As a result, the Account was placed in returned mail (“RM”) status. On June 6, 2023, the recurring payment tried to process, but was unsuccessful due to the RM status. A late fee was assessed on June 22, 2023.  • Due to the customer service issues you experienced, the Bank has waived the two (2) late fees and brought the Account back to a current status.  • As the address you provided on the Complaint is the same as the address the Bank has on file, we have removed the RM status. Your recurring payment scheduled for July 6, 2023 for the amount of $415.40, will process as normal.  We thank you for the opportunity to respond to the concerns identified in your Complaint. Should you have any questions, you may contact me directly at the number listed below. If your address has changed, please call HSF to update your address, so no future Statements are returned. 

   

  **********   
  
  ****** ****** ******** ******** ******* ******** **** ************