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:05/31/2023

  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.

  We made an appointment in person at the commerce bank Gladstone branch to have a meeting with ******, the loan officer on May 26, Friday. The meeting was scheduled for May 27, Saturday. When we went to his office, he was not there. The other clerks told us that he's been out of office for a couple of days already and that we cannot do our business. I don't understand why they made an appointment with us when they knew that he wasn't going to be in the office.
  Then, we asked them to have Mr. ****** to call us to reschedule. We have not heard from him nor the bank.
  We feel that we are underappreciated and ignored while we have done business with them over 20 years. This is unacceptable. I demand Mr. ****** to call us back to reschedule the meeting.
  ***** ******* *************

  Business Response

  Date: 06/12/2023

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

  Dear ***** ***** ******** **** ******** received your Complaint regarding your interactions with the Gladstone
  branch location (“Branch”). Below is a summary of our findings and resolution.
  As stated in your Complaint:
  • On May 26, 2023, while at the Branch, you made an appointment (“Appointment”) to meet with
  ****** ********** on May 27, 2023. When you arrived for the Appointment, the Banker was not
  at the Branch. You inquired with other Branch staff and claim you were informed the Banker
  had been out of the office for several days and they could not assist you. You ask why the
  Appointment was scheduled if it was known the Banker would be out of the office.
  • You state you asked to have the Banker call you to reschedule, but have received no call. You
  feel underappreciated and ignored. You ask that the Banker contact you.
  Bank research and resolution:
  • We regret that the Branch employee who assisted you on May 26, 2023, was not aware the
  Banker would not be available May 27, 2023. When you came to the Branch on May 27, 2023,
  another banker advised they could prepare the signature cards (“Cards”), but it would take
  around five (5) minutes. You chose not to wait. The Branch does not recall any request made by
  you that day for a call from the *****

  Customer Answer

  Date: 06/12/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. However, I want to make a note that the banker was not able to make the paper work in 5 minutes. She told me that she cannot do it, but Mr. ****** could. This was the reason why I left, not because I couldn´t wait for 5 minutes.
  
  
  
  ********
  
  ***** ****

• Initial Complaint

  Date:05/12/2023

  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 paid in full for a dream vacation February 2nd from Crystal Lake Travel with my Commerce bank credit card. Little did I know I was going to have the worst experience of my life and be charged for services and I never received. COMMERCE BANK HAS FAILED to review and protect my consumers rights. I have no human way to control how people commit fraud but I do ask when presenting facts I certainty am not financially responsible service denied or not provided, let alone have my property and rights destroyed. I have provided evidence of ticket, loss, Cc emails, photos, audio, videos and daily names and emails. With no explanation. Commerce found me liable for all charges. Despite clear evidence of service not provided Commerce bqnk continues to focus only on one partail refund for flights on my way home and not other service not received. I was received this partial credit because even after a doctor's note returning home. They still did not give me any disability services and destroyed my luggage. But they sure did take out a $175 for a seating that. I never should have paid 20 for a luggage that I never took a plane for.. But it's okay for them? Just? 2. Destroy my? Luggage? At the end and still want to get a $175. What person and they're right? Man thinks this is normal.. My trip Insurance also did not cover a lot of expenses due to the fact Spirit Airlines indicated I took their departure flight when I was involuntary removed. I have attached evidence of a United flight I took to try and save my trip.
  The vacation that I attempted to take was to celebrate my new job and decompress from daily stressors/triggers. I went through TSA, boarding, said hello to the FA entering the plane and had a seat. A FA I never saw approached me asking if I was ok, I said yes. I had a belt on, blanket, earbuds, mask, neck pillow and food in my hands. Thinking I was being cared for, next thing I knew a young man asked me to leave the plane. I asked why as I was alone? He stated I would be arrested If I didn’t leave, so I did quietly. I WAS INVOLITARY REMOVED from the craft. I was in no way shape or form doing anything other then breathing. I called 2/5/23 and requested seating adjustments for my disabilities and paid $147 for luggage and seating. I should have not been charged for seating, per ADA. The $147 was taken out of a refund $ 487.50 for flights 1021 & 2056 returning 2/24/23. This partial refund was due to the fact I did no take the flights and my luggage was delayed and taken from me. You can see photos of me following wheel chairs. I now sit with no means to pay for the medical treatment I need. No means to pursue a bag claim as it was delayed and later destroyed 2/25/23 @ 12:10am see attached. The Air Carrier Access Act (ACAA) is a law that makes it illegal for airlines to discriminate against passengers because of their disability. It's very feasible to imagine someone with a severe anxiety disorder that needs extra time to board without dealing with the rush of a normal boarding procedure. I Lost fellow classmates in a trip vs bus accident in 1995 this has really triggered stuff.
  Im so deeply traumatized at the experience of being humiliated in front of staff and other passengers, as well as being accused of intoxication despite her volunteering to take a breathalyzer test. The supervisor repeatedly told me that I did not tell them I had a disability and then she asked me what why disability was. Which I now learn is a ADA violation. SHE THEN TOLD ME anxiety and depression was not a disability. Without any respect for me she then called other counters and told them to not assist me. I never took or was refunded for ****** * **** * **** my departure. Which then told my credit card I went on some fun vaction, along with my trip Insurance. Now my United flight * ****** $169 isn’t covered or any hotel reimbursement because I was told I could not come back for 3 days. Spirit then bullied me in the baggage claims until I broke down in Punta Canna. At this point the vacation was a total loss as I stayed secure in the room having a breakdown. I am looking to recover for all the services not provided and credited back to me not a 3rd party so I can get the medical treatment I need and this vacation was destroyed.
  I then also find out it never had a chance. Looking at the Better Business Bureau I now see that apple vacations is rated an F-and Trip Mate is on consumer warning. After asking numerous times for an itemized receipt I never received one nor did my credit card commerce bank. They still don’t understand I forwarded and fought everyday. Everyone online if you look up each company you will soon learn your vacation and health is at risk.
  My full refundable departure tickets, not provided, travel delay, extra plain ticket cost. RemIng $147 taken out from spirit, $51 for my transfer not provided and 3 days at a minimum see messages from agent as proof I could not return home. It is without a doubt opticon or Spain to look through the charges and make sure that the client is fully provided the service if not refunded the money. I have provided a receipt and boarding pass for united clearly somebody is not honoring their customers so my money clearly was not safe . Honestly it's a joke that I even have to go on Here and play my case. Because if you go on G***** everyone knows spirit is rated the number one worst airline and I was taken advantage of by companies that are clearly not repeatable on. The Better Business Bureau once again if I find that thisincerely agency files I will be greatly disappointed. It is not okay. To treat people? Like. This because? You. Overbook. A plane and you wanna make an extra buck. You ruined at dream I am still suffering today from the shock. At least. Credit me for the cost not received commerce owes a reason why they didn't take the time to itemize the charges not received. I ended them to go ahead and send it to collections and add-on their fluff charges. Because they refused to ask for an animal's receipt and compare receipts and receivable. Today I have only provided proof beavuse there will be no recoding of me on the plane or in the transportation because then they would be sued. I am also seeking outside media sour es to investigated Commerce for not doing a explanation of dispute with evidence and no explanation of acces to pay .y accou t after I closed it.
  
  
  
  
  
  
  
  Sincerely, ******* *****

  Business Response

  Date: 05/23/2023

  *** *** ****
  ******* *****
  **** * **** ***
  ******* ***** ** *****
  *** **** ********* ************* ********* ** *** ****** ******** ******* ********
  **** *** ******
  Commerce Bank (“Bank”) received your complaint regarding your Bank credit card account ending in
  8746, that was transferred to credit card account ending in 4364 on March 17, 2023 (“Card Account”).
  Below is a summary of our findings and resolution.
  As stated in your Complaint:
  • You filed a dispute (“Dispute”) for vacation charges that were assessed to the Card Account.
  • You are not satisfied with the Bank’s handling of the Dispute and want a full refund.
  • You claim the Bank has provided you no explanation of why the Dispute was denied.
  Bank research and resolution:
  • On February 27, 2023, you filed the Dispute for a total of $3,079.83 (“Charge”) that was charged
  to the Card Account on February 2, 2023, from Apple Vacations (“Merchant”). When you spoke
  with the Bank’s dispute department you stated you wanted to file the Dispute and wanted a full
  refund of the Charge because of multiple issues you experienced, including being removed from
  the flight to the vacation destination (“Flight”).
  • The Bank did a thorough investigation regarding your claims provided in the Dispute. Per your
  agreement with the Merchant, the Charge was for a vacation package that included flights to
  and from the destination, hotel accommodations and transportation to and from the hotel.
  Bank research confirmed the Merchant refunded the Flight charge of $487.50 on March 28,
  2023, as you did not take that flight. The Dispute was denied on April 11, 2023, as you admitted
  you still went on the vacation and flew back home under the original agreement with the
  Merchant.
  • In addition to the Dispute denial letter (see enclosed copy), you have been informed of the
  Dispute denial reason verbally by phone by the Bank’s dispute department and by the Bank’s
  Consumer Advocacy Program.
  As previously detailed to you, additional charges you wanted to dispute were not made with your Card
  Account and you were advised to contact that credit card issuer should you still wish to dispute charges
  with them.
  The Dispute denial stands. You may use this letter as additional record of the Bank’s decision.
  **********
  ****** ******
  ******** ******** *******
  ******** ****
  ************

  Business Response

  Date: 06/05/2023

  **** ** ****
  
  ******* *****
  **** * **** ***
  ******* ***** ** *****
  
  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau, 20049913
  
  Dear Ms. Silva,
  
  Commerce Bank (“Bank”) received your rejection (“Rejection”) of the Bank’s response (“Response”) to
  your Complaint regarding your Bank credit card account ending in ****, that was transferred to credit
  card account ending in **** on March 17, 2023 (“Card Account”). Many of the statements made in the
  Rejection have already been addressed by the Bank. For additional clarification, please see below.
  
  As stated in the Rejection:
  • You filed a dispute (“Dispute”) for vacation charges that were assessed to the Card Account. The
  Bank denied your Dispute. You are not satisfied with the Bank’s decision to deny the Dispute
  and want a full refund.
  • You claim you asked to appeal the Bank’s decision on the Dispute, but the Bank said there was
  no appeal process (“Appeal”).
  • You claim the Bank locked you out of your Card Account, so you have been unable to see your
  Card Account bill or make any payments electronically.
  
  Bank research and resolution:
  • The Bank denied your Dispute and sent a Dispute decline letter on April 11, 2023. In addition,
  both the Bank’s dispute department and the Bank’s Consumer Advocacy Program verbally
  discussed the Dispute denial with you by phone. The Bank has once again reviewed it’s
  investigation findings and stands by its Dispute denial decision.
  • You called the Bank on April 20, 2023, and stated you were unhappy about the Dispute decline
  letter you received. There is no record of your request for an Appeal at that time. You then
  called the Bank again on April 25, 2023, and asked to Appeal the Bank’s decision to decline your
  Dispute. Management took the Appeal under consideration and reviewed all details of the
  Dispute again. The Bank then declined to reopen the Dispute based on its prior investigation’s
  findings. The Bank stands by its Response (see enclosed copy).
  • Bank records confirm there were times you were locked out of online banking for the Card
  Account due to failed log in attempts made by you. The Bank did not lock you out of your Card
  Account. You requested the Card Account to be closed on April 19, 2023. As the Card Account is
  now closed, it can no longer be accessed via online banking. To make a payment, you may mail
  in the payment or make a payment by phone.
  
  **********
  
  ****** ******
  ******** ******** *******
  ******** ****
  ************

  Customer Answer

  Date: 06/07/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:Commerce bank is sending back a rebuttal with only 5 screenshots and NO FACTS or details on their investigation on the charges of $3,079.38 from Crystal Lake travel aka ***** *********/Spirit Airlines/tripmate. All customers should be warned about this company and lack of professionalism. Looking into services not provided or the laws that were clearly broken is part of feeling safe and secure using a credit card. Start holding these companies accountable for their wrong doings and services NOT provided. I have sent Commerce bank over 100 emails, photos, cc’ emails, screen shots of my abuse (including photos my face and arms) FACT, NOT FUN OR A DREAM VACATION. Does anyone at Commerce Bank even know the cost of the flights sold in this package? or driving transfers that were unfulfilled? ****** * **** * **** ***** ****** How much did each flight cost? ONCE AGAIN WHY WAS A credit ISSUED THEN taken back because of a dispute? See uploaded email of Spirit admitting so. Then they slander me because of my disabilities and cover their tracks with accusations that Commerce makes me look like I did by not taking the time to look at the evidence. Why with the 100% FACT same evidence did CHASE BANK FIND IN MY FAVOR?….. COMMERCE IS VERY CONFUSED BECAUSE FACT……THEY SAY I AM ASKING FOR OTHER ACCOUNT CARDS TO BE PAID. THIS IS FAULSE. IM NOT PAYING THEIR CARD FOR SERVICES NOT PROVIDED. MY $147 WAS REFUNDED BY CHASE BANK. A Completely different charge from my vacation for my luggage and seats. I DID NOT TAKE THE FLIGHTS AND MY PROPERTY WAS DESTROYED ON THE WAY BACK. A 2ND $147 WAS SUBTRACTED FROM 1 FLIGHT L, A PARTIAL REFUND FROM WHAT I can put together with the lack of receipt’s provided by Cl Travel Patty and ***** *********. I find it disturbing that they are taking a e-mail typed up as a RECIEPT prepared by a representative named AFROOZ. I managed to get the pricing on ONE flight for $519 WHERE IS THE OTHER $147??? IT IS FRAUD FOR A COMPANY like spirit or apple to take funds from one transaction and subtract it from another PAYMENT SOURCE. Did any of these CEOS take math and see these charges add up??? AS a human let alone SOMONE with disabilities and services NOT provided. I did my best to document even with the toll it was taking on my speech and writing, which is very evident in my writing …. I STILL forwarded every single item daily to Commerce Bank. I SUFFERED A GREAT DEAL AND I still am. IM SHOCKED BY Commerce Banks LACK OF EFFORT WITH FACTS PROVIDED RIGHT IN FRONT OF THEM. I FIND THAT THEY GROSSLY AVOIDED CALLS to these merchants OR REQUEST TO LOOK INTO THIS MATTER. DID COMMERCE BANK CONTACT SPIRIT OR APPLE? There PATTERN OF COMPLAINTS AND BBB CONCERNS qWILL INUCLDE SCREEN SHOTS AS PROOF OF PAGES OF EMAILS Commerce Bank REICIVED. Unlike Commerce bank I tried to do as much investigation as I could. ***** *********, TRIPMATE, SPIRIT AND CL TRAVEL 100% TOLD ME THEY COULD NOT WITH GUVE ME ANY INFORMATION. stated they would not credit or refund anything g because it was in dispute. Commerce bank investigation department even asked me to get a itemized receipt verbally on the phone. I repeated to them many times they will not answer me period as they say its in dispute. I DID NOT ASK FOR THIS and no person under this amount of torture would walk away from this nightmare undamaged. I ASKED FOR MY DREAM VACATION. I, AS A CUSTOMER Was not provided with the goods or services. I have provided photographic proof and FACTS. WHAT DID COMMERCE BANK DO, NOTHING! My purchase was not protected by Commerce Bank or the BBB consumer warning trip insurance. I GOT A CALL FROM A STRAGE NUMBER THAT I DIDN’T EVEN NO WAS REAL. A ELDERLY LIKE WOMEN JUST SAID, “ WE WENT AS HIGH AS WE CAN GO.” NO DETAIL. NO LETTER ON APPEAL RIGHTS OR PRPROCESSI even called and asked the dispute department about a appeal. I was told there was none. FACT COMMERCE BANK HAS BEEN PROVIDED DOCOTR LETTERS and abundance of proof. They gave no detail on anything investigated and never even shared a itemized reciept to ensure I was not taken advantage of. I ask they provide detailed information as to why I was mistreated and mentally abused through my entire trip. ONCE AGAIN THE BBB EVEN REPORTS THESE COMPANIES AS TAKING ADVANTAGE OF CONSUMERS. There is a paper trail of reports that are being reported repeatedly. I’m not the first and I won’t be the last. I sadly trusted Commerce Bank to fight for the truth now I’m just another victim they told to get a lawyer. As I am trying to seek legal it takes money and time. If and when I get legal going I will also include Commerce and if I need to. I told them if they don’t want to give me a reason no need to add all these extra fees just send it to collection. I have 815 credit score and I pay for ALL services I receive. THIS IS NOT ONE OF THEM! PLEASE REVIEW YOUR DOCUMENTS RECIVED COMMERCE AND DO WHATS RIGHT TAKE THE MI EY BACK FROM CRYSTAL LAKE TRAVEL OR APPLE WHOEVER I WAS SOLD A LEMON. 

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

• Initial Complaint

  Date:11/19/2022

  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.

  After many years with Commerce Trust, my wife **** and I decided to move our IRA accounts to ** *********** I initiated this process on September 7 with ** ***********
  
  Two packets of the necessary materials were sent via trackable mail to Commerce on 9/16 by ** *********** It was confirmed later that both were received and signed for by Commerce personnel on September 19. With ****** account all but the cash and two small positions, ***** and ***, were transferred over on September 27. The remainder, a few percent of the total, in early October. Her account was charged an appropriate month end management fee based on the balance at 9/30/22 of $114,073 at month end.
  
  On September 28, I inquired as to the status of the transfer of my IRA assets. I was advised by ***** ****** that Commerce had not as yet received the paperwork. After a lot of emailing back and forth between myself, ***** and my contact at ** **********, on 9/29 as I recall, ***** finally determined the package with my paperwork had been received on 9/19 but “misplaced” for lack of a better word. Having found it, they proceeded with the transfer on or about 9/29, too late to be mostly complete by month end.
  
  As a result, the transfer of my assets excluding cash, ***** and *** were not transferred until Monday, October 3. This delay due to the mishandled paperwork resulted in my account being charged a management of a bit over $1900 based on a month end balance of $3,523,173. Obviously had the paperwork not been lost for a week or more, the October 3 transfer would have occurred a week earlier (probably on 9//27 as was my wife's) and the month end balance much smaller.. The month end fee would have been around $100 but the actual amount can easily be computed with 100% accuracy.
  
  When I brought this to the attention of ***** ****** and requested an appropriate refund of the overcharge management fee based on their mishandling the paperwork, she stated it would not be refunded.
  I believe I am entitled to an appropriate refund.

  Business Response

  Date: 12/05/2022

  Commerce Bank has reviewed this complaint and come to a resolution agreeable to the client. 

• Initial Complaint

  Date:11/04/2022

  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 opened a Commerce bank account under a online promotion in Tulsa to receive 200 dollar Bonus. I met all the qualifications and never received the bonus.
  I called customer service on 11-4-2022 at 5:30pm and the CS rep said you had to enter a promo code or you dont get the bonus, all offers have a promo code. There was NO promo code! While maybe most if not all Commerce bank offers have a promo code this offer did NOT have a promo code. While maybe strange, that is how it was. I made a screen shot as proof. As you can see, no promo code is listed.
  No where at anytime did they list a promo code.
  On top of al that, the rep on ********, never mentioned any code to have to be entered when i talked with them neither did the local branch when i opened my account.
  This is a brand new bank in Tulsa headquartered in Kansas city and the bank appears fraudulent. I was born in Kansas and have no problem with Kansans but if you going to deceive people you all need to get out of Oklahoma and stay in Kansas.

  Business Response

  Date: 11/14/2022

  The Bank responded to this consumer's complaint by mailing him the attached letter.

  Commerce Bank (“Bank”) received your Complaint regarding your Bank checking account ending in ****
  (“Account”). Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • You opened the Account under an online promotion in Tulsa (“Promotional Offer”) to receive a
  $200.00 bonus (“Bonus”).
  • You state you met all the requirements listed on the Promotional Offer but did not receive the
  Bonus.
  • You contacted both the Bank’s customer service department and a Bank representative
  (“Representative”) informed you that a promotional code (“Code”) must have been entered at
  Account opening to qualify for the Bonus. You state there was not a Code on the Promotional
  Offer. You state you believe the Bank appears to be fraudulent. You ask that the Bonus be
  credited as promised.
  
  Bank research and resolution:
  • The Bank did have the Promotional Offer advertised for the Tulsa area.
  • As detailed on the Promotional offer:
  - The account needed to be opened and funded by August 31, 2022
  - Make 10 debit card purchases within 60 days
  - Have at least $200 in the account at the end of daily processing 60 days after account
  opening
  - If all requirements are met, the bonus will then be paid within 8 weeks.
  
  • A review of the Account found you did meet all the requirements and the Bonus was credited to
  your Account on November 7, 2022, which was within the timeframe as detailed on the
  Promotional Offer.
  • We regret if you were provided incorrect information by the Representative. The Bank does
  have promotional offers that list a promotional code with instructions that the code must be
  entered at account opening. However, the Promotional Offer you responded to did not have a
  Code listed and was not a requirement to receive the Bonus.
  
  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.

  Customer Answer

  Date: 11/15/2022

  [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.
  

  I appreciate the bank keeping there promise. You are more than welcome in Oklahoma!
  
  
  
  Wish you the best success!
  
  
  
  **** *****

• Initial Complaint

  Date:10/20/2022

  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.

  Deposited a $54,000 check from ******* **** *** *******. The teller at that time told me a 7 day hold would be placed on the check. He also said partial dispersement of those funds would be available to me sooner. Talked to branch manager on ** ******** **. She said she would disperse any funds. I called Bank manager of the *********** ** location. She said she wouldn’t go against the other bank manager but would have the supervisor call me the same day…. No call and it’s now Thursday.
  ******* **** is a reputable company . I would think they would disperse some of it to me. But what really makes me mad is she didn’t call, like she was hoping I would go away.
  I will back someplace else and let everyone know that work with me. Which is the City of Springfield Mo. not to bank there any more.,
  I’m disappointed in commerce . Mom and dad had been with them
  Since 1973. I have only been with them since I have been executor of moms finances and has since passed.

  Business Response

  Date: 10/26/2022

  
  Commerce Bank (“Bank”) received your Complaint regarding your Bank checking
  account ending in **** (“Account”). Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • You deposited a $54,000 check from ******* **** and Annuity into the Account
  (“Deposit”).
  • A Bank representative informed you that the Deposit would be placed on a seven (7) day
  hold (“Hold”), but some funds of the Deposit could be made available sooner.
  • Thereafter, you spoke with a Bank branch manager and were informed the Hold would
  not be released early. You then spoke with another Bank branch manager who stated the
  same, but that a Bank supervisor would call you that same day.
  • At the time you filed the Complaint, you had not received said call.
  • You disagree with the Hold and think the Deposit should be made available to you. You
  state you will bank somewhere else and will inform everyone of your dissatisfaction with
  the Bank.
  
  Bank research and resolution:
  • The Deposit was made on October 15, 2022, and placed under the Hold due to previous
  excessive overdrafts on the Account. This is in accordance with the Funds Availability
  Policy as detailed in the Deposit Agreement, that was provided to you at Account
  opening and can be found at www.commerbank.com/depositagreement. The Bank
  representative made an error in implying funds could be available sooner, as the Hold
  was valid in accordance with Bank policy.
  • Bank records confirm management called you on October 21, 2022.
  • The Hold was released on October 21, 2022.
  
  We thank you for the opportunity to respond to the concerns identified in the Complaint. Should
  you have any questions, you may contact me directly.
  
  
  

• Initial Complaint

  Date:10/11/2022

  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.

  Repeated keying errors at the **** * **** **** ****** ***** ** ***** location resulting in debit errors on my account.

  Business Response

  Date: 10/24/2022

  Commerce Bank (“Bank”) received your Complaint regarding your Bank checking account ending in **
  (“Account”). Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • There have been repeated keying errors on the Account resulting in debit errors on the Account.
  • You believe this is occurring at a Bank branch (“Branch”) location specifically.
  
  Bank research and resolution:
  • Bank records show there have been three (3) debits (“Debits”) to the Account in error: $103.16
  on May 15, 2019, $971.35 on June 22, 2021, and $238.74 on September 30, 2022. All 3 Debits
  have been credited back to the Account.
  • A detailed review of these Debits found that each time another financial institution’s check
  MICR reader incorrectly read the intended account to debit as your Account number. As a result,
  the Debits posted to your Account in error. We regret that this has occurred and understand the
  frustration. Should you wish to change your Account number in an effort to avoid this matter in
  the future, your Branch Manager, ***** ******, is aware of the situation and happy to assist.
  You may stop by the Branch or call her at ***** ********.
  
  Thank you for the opportunity to respond to the concerns identified in your Complaint. Should you have
  any questions, you may contact me directly.
  

  
  

  
  

  Customer Answer

  Date: 10/26/2022

  [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 Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Another incorrect mount was debited from my account on 10/25/22. Debiting and crediting accounts is actually not difficult. Figure it out.
  
  
  
  Regards,
  
  
  
  ******* *********

  Business Response

  Date: 11/02/2022

  We regret you are not satisfied with our response to your
  complaint. We have credited the account for the occurrence that happened after we
  had responded. Commerce Bank has no way to prevent this from happening as
  occurrences are the result of the bank of first deposit providing Commerce with
  an incorrect account number.  Unfortunately, there is no way for Commerce
  to know that we are being provided incorrect information in this circumstance. As previously suggested, changing your account number
  should help this situation from occurring again.

  Customer Answer

  Date: 11/02/2022

  [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:09/28/2022

  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.

  On September 23, 2022 around 2 pm I happened to check my balance on bank account online. I noticed that someone had charged 534.99 on my debit card to ** **** Store. This person made multiple attempts in different amounts. My card was declined not before the 534.99 went through though I called Commerce bank and had asked them to correct this. It is now Sept 28, 2022 they still have not done anything to reverse the charge or to give me credit. I am now negative in my account of 433. and some change. I also tried contacting ** **** Store. They never reversed the payment made on my card they did not do anything about the situation. I am out of money. This coming Friday my paycheck is going to be less than half of what it should be because I am negative and they are going to take out the 433. and some change along with the 37.00 over draft fee!! They have been rude and have not shown any interest in trying to work with me so that I will not lose more than half of this paycheck on top of having my bank account over drawn.

  Business Response

  Date: 10/06/2022

  Commerce Bank (“Bank”) received your Complaint regarding your Bank checking account ending in ****
  (“Account”). Below is a summary of our findings and resolution.
  
  As stated in the Complaint:
  • On September 23, 2022, you checked the Account balance and saw debit from ** **** STORE
  (“Merchant”) for $534.99 (“Transaction”) that you claim you did not authorize. You claim there
  were additional transaction attempts for different amounts that were declined.
  • You called the Bank to correct this matter, yet on September 28, 2022, the Transaction still
  reflected on the Account.
  • You claim you attempted to contact the Merchant to reverse the Transaction, but they would not
  assist. You are concerned the Account is negative and claim the Bank has been rude and shown
  no interest in assisting you in this matter.
  
  Bank research and resolution:
  • On September 23, 2022, you contacted the Bank to file a dispute (“Dispute”) regarding the
  Transaction. The Bank is unable to see any additional transaction attempts you claim were
  declined.
  • The Bank began the process for investigating Disputes and, pursuant to Bank regulations, the Bank
  has up to ten (10) business days to issue provisional credit (“Provisional Credit”) while the Dispute
  investigation is underway. The Bank provided Provisional Credit on September 28, 2022, which is
  within the required timeframe.
  • The total Dispute process may take up to sixty (60) days. The Bank will send you a letter once the
  Dispute is finalized, with the outcome of the Dispute.
  • Five (5) overdraft fees (“Fees”) in the amount of $185.00 associated with the Dispute were
  credited to the Account on September 29, 2022.
  
  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.
  

  
  

• Initial Complaint

  Date:09/06/2022

  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.

  On September 16th 2021 I put a deposit down on the new engine. After a little research, I realized that this was a fraudulent company. I called and canceled within an hour or two. I contacted my bank and let them know I did not want to buy anything from this company. ********* *******. My bank hung up on me. They paid ********* ******* the $1,650 against my wishes on September 20th 2021. I sent a letter to my bank per their request. They, a few months later, gave me a refund. In April of 2022 they took the money again. I had to send them another letter and they are saying they're findings are not in my favor. I never received my money back or any product they charge me the 1650 for. My bank is stealing from me.

  Business Response

  Date: 09/14/2022

  Mr. ********* *****:
  
  Commerce Bank (“Bank”) received your Complaint regarding your Bank checking
  account ending in **** (“Account”). Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • On September 16, 2021, you put a deposit of $1,650.00 (“Transaction”) for a new engine
  from ********* ******* (“Merchant”).
  • Thereafter, you came to believe the Merchant was fraudulent and requested Merchant to
  cancel the Transaction.
  • You then contacted the Bank and asked that the Bank not allow any transactions from the
  Merchant (“Dispute”), but you allege the Bank hung up on you.
  • The Bank processed the Transaction out of the Account on September 20, 2021.
  • You disputed the Transaction with the Bank, and it initially issued a refund of the
  Transaction amount. However, in April 2022, the Bank debited the Transaction amount
  from your Account.
  • You received a letter from the Bank stating the Dispute was not found in your favor.
  • You allege that you never received any product form the Merchant and you feel the Bank
  is stealing from you.
  • You are requesting that the Transaction amount be credited back to the Account, with
  interest included, and a refund of a $37 overdraft fee (“Fee”) that was assessed.
  
  Bank research and resolution:
  • Bank records confirm you contacted the Bank about the Dispute on September 17, 2021.
  • There is no record that supports your claim that the Bank hung up on you during this call.
  • The Transaction amount was debited from the Account on September 16, 2021, and was
  a pending transaction until the transaction posted to the Account on September 20, 2021.
  • As you had already pre-authorized the Transaction with the Merchant, the Bank was
  required to honor the Transaction while the Dispute was investigated.
  • The Bank issued a temporary credit (“Provisional Credit”) on September 24, 2021, as the
  Dispute investigation was still in progress at that time.
  • On March 28, 2022, the Bank’s investigation of the Dispute was complete.
  • The Dispute was not found in your favor; therefore, the Provisional Credit was debited
  from the Account on April 5, 2022.
  • The Bank denied the Dispute after it attempted a chargeback of the Transaction and the
  Merchant provided written documentation showing that you agreed to their terms and
  conditions (“Terms and Conditions”) that states “All deposits are non-refundable.” You
  agreed to this by clicking you accepted the Terms and Conditions before authorizing the
  Transaction. The Merchant further reported that no items had been sent to you, as there is
  still balance owed for the products ordered.
  • Given the documentation and explanation provided by the Merchant, the Bank will not
  refund the Transaction amount.
  
  Thank you for the opportunity to respond to the concerns identified in your Complaint.
  

  Customer Answer

  Date: 09/16/2022

  [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 Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  The bank has informed me that they have notified the vendor. They should have never paid the vendor. Especially months after when I never received any product. They have nothing to pay them for.
  
  
  
  Regards,
  
  
  
  **** *********

  Business Response

  Date: 09/22/2022

  Commerce Bank (“Bank”) received your rejection to our Complaint response. The Bank denied the
  Dispute after it attempted a chargeback of the Transaction and the Merchant provided written
  documentation showing that you agreed to their Terms and Conditions which state, “All deposits are
  non-refundable.” You agreed to this by clicking you accepted the Terms and Conditions before
  authorizing the Transaction as detailed in the enclosed copy of the Terms and Conditions provided by
  the Merchant, and as we have previously explained in the Complaint response. The Merchant further
  reported that no items had been sent to you, as there is still balance owed for the products ordered.
  Given the documentation and explanation provided by the Merchant, the Bank will not refund the
  Transaction amount.
  
  The Bank’s decision regarding the Dispute is final as you initiated the Transaction by placing a deposit for
  the purchase of merchandise. Any “dispute” is now between you and the Merchant over the requested
  cancelation of the order and return of the deposit.
  

  
  

• Initial Complaint

  Date:09/02/2022

  Type:Billing 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.

  1) I made an error and selected the wrong option on my other banks screen when trasnferring funds. No worries, the "money" was returned. - There was no money because it was a $0 balance 09 Aug 2022. 10 Aug 2022 I was charged $37 in fees for having a returned item. I contacted Commerce Bank about this charge. I received a reply, 24 Aug from ******* saying that I was being charged a returned item fee because the item was returned even after explaining to her I didn't understand how it was returned when there was nothing in the account to begin with.
  
  2) Due to Item 1, my account had been overdrawn. Any and all charges that hit my account were returned because there was no money in the account. I was due to be paid 26 August. Commerce Bank knew this and saw the pending transaction and paid an item on 25 August causing me to incur yet another $37.00 charge.
  
  3) 01 Sep 2022 my savings account was charged $14.00 for a service charge/partial payment for what I don't know. I sent them a message and am still waiting to hear back.

  Business Response

  Date: 09/12/2022

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

  Dear Mr. ************,
  
  Commerce Bank (“Bank”) received your Complaint regarding your Bank checking account ending in ****
  (“Checking Account”) and your Bank savings account ending in **** (“Savings Account”). Below is a
  summary of our findings and resolution.
  
  As stated in your Complaint:
  • You state you made an error and selected the Checking Account when transferring funds and
  the money was returned as the Checking Account was at a zero balance and this resulted in a
  $37.00 returned item overdraft fee (“Fee(s)”). You contacted the Bank and were informed the
  Fee was valid.
  • You claim since the Checking Account was overdrawn, additional charges to the Checking
  Account were also assessed Fees.
  • On September 1, 2022, you noticed the Savings Account had been assessed $14.00 and you do
  not know why. You have contacted the Bank but have not yet heard back.
  • You ask for a refund.
  
  Bank research and resolution:
  • On August 9, 2022, the Checking Account had a debit of $14.00 from ********* which was
  returned due to insufficient funds and the applicable Fee was assessed August 10, 2022.
  • On August 17, 2022, the Checking Account had a debit for $21.55 to ****** ******* which was
  returned due to insufficient funds and the applicable Fee was assessed August 18, 2022.
  • On August 25, 2022, the Checking Account had a debit of $55.46 from *********** Insurance.
  This item was paid by the Bank with a paid item overdraft Fee, assessed on August 26, 2022.
  • These three (3) debits were all ACH debits meaning they were preauthorized by you to debit the
  Checking Account. The Bank may choose to return ACH debits when there are insufficient funds
  available, or the Bank may pay the transaction as a courtesy. However, either option does result
  in a Fee as detailed in the Deposit Agreement, which you were provided at Checking Account
  opening and can be found at *************************************.
  • As stated in the Savings Account fee schedule, “Zero to three monthly withdrawals or transfers
  from the account are free. Four or more are $2 each.” A review of the Savings Account found
  you often exceeded this limit and the $14.00 charge (“Service Charge”) on August 31, 2022, was
  for withdrawals or transfers that exceeded the limit. This fee is detailed in the fee schedule
  which was provided at Savings Account opening and is described at
  https://www.commercebank.com/personal/bank/savings/myrewards-savings.
  • While there was no Bank error in the assessment of any Fee or Service Charge, as a courtesy, on
  September 9, the Bank has refunded the two (2) retuned item overdraft fees for a total of
  $74.00.
  
  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.
  
  

  Customer Answer

  Date: 09/12/2022

  [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:09/01/2022

  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.

  Attempted to withdraw money from my account at an atm machine. The machine deducted money from my account, but failed to give me my money. I attempted this a second time, and videotaped the whole process. The screen on the machine said “‘This ATM is unable to dispense your cash. Your account will not be dented.” However, my account was debited (twice) $100.00 dollars, for a total of $200.00. Again the machine said that my account will not be debited. I have this on video! The ATM has programming issues, yet, they refuse to turn the non-working machine off and they refuse to actually fix it. This was on 08/30/2022. A similar event occurred on 08/15.2022. During that event, I cancelled the transaction, before it was complete. The machine still took $100 out of my account; again, I had cancelled the transaction. I attempted to immediately try again to withdrawal $100 from my account, completing the transaction. The Machine did not give me my money; stole another $100 from me. Not only is Commerce bank not fixing the machine, but they are turning the machine back on, to scam the public with more false transactions. They are not even attempting to fix the machines, watch the video or trying to diagnose any malfunction. It’s not a ‘paper jam” issue! The machine is not attempting to hand out the money to customers. The machines are new; they have issues but are making ******* profit, so they will not fix. They refuse to even watch the video or admit that there is an issue.
  
  ****************************

  Business Response

  Date: 09/12/2022

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

  Commerce Bank (“Bank”) received your Complaint regarding your Bank checking account ending in ****
  (“Account”) and issues you have experienced using the Bank ATM located in Gladstone, MO (“ATM”).
  Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • On August 30, 2022, you attempted to withdrawal $100.00 from a Bank ATM located in Gladstone,
  Missouri. The funds were deducted from your Account, but were not dispensed by the ATM. You
  attempted to withdrawal $100.00 again and the ATM screen displayed a message which stated
  “This ATM is unable to dispense your cash. Your account will not be debited.” However, the
  second $100.00 was deducted from your Account, for a total of $200.00.
  • You state this situation also occurred on August 15, 2022.
  • You claim the Bank is refusing to turn the ATM off and fix it. You feel this is to scam the public
  with false transactions to steal money. You want the ATM removed from service until the Bank
  fixes it.
  
  Bank research and resolution:
  • On September 2, 2022, the two (2) attempted $100.00 ATM withdrawals from August 30, 2022,
  were credited to the Account.
  • Bank records confirm on August 12, 2022, you attempted two (2) $100.00 ATM withdrawals which
  were also unsuccessful but were deducted from the Account. The Bank erroneously applied the 2
  $100.00 credits to your Bank credit card account ending in **** (“Credit Card”) on August 16,
  2022, when the funds should have been credited to the Account. This has been corrected by
  transferring the $200.00 from the Credit Card to the Account, which is reflected in two (2) $100.00
  credits on September 7, 2022.
  • The ATM software issue which caused these errors has been corrected. We apologize for any
  inconvenience these errors may have caused.
  
  Thank you for the opportunity to respond to the concerns identified in your Complaint. Should you have
  any questions, you may contact me directly.

  Customer Answer

  Date: 10/04/2022

  I just saw your email.  I’m not sure why, but it went into my spam folder for some reason.  I also never received a call about my complaint.
  
  The only response from commerce bank I received, was a letter saying my account was credited funds that were debited by the atm machine.  
  
  There was no explanation, nor an admission of an error, or apology by the bank.  I was advised to bank elsewhere, by their dispute department.  The statement on their response, to you, was not the same one sent to me.
  
  There is still no means to have a malfunctioning ATM, removed from service by consumers.