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 has 22 locations, listed below.

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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

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  Commerce Bank of Kansas City

  300 N Osage St Independence, MO 64050-2705

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  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:08/24/2022

  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.

  Payment made for my credit card account in July of 2022 was rejected by Commerce Bank because they stated "No account by this name". Commerce Bank would later assess a late fee for their action. Commerce Bank has failed to send a credit card in my current legal name on it for two years, unblock me from having online access and being able to communicate with a human. I have reported the discrimination to the Colorado Division of Cvil Rights and all I ask now is that the illegal late fee be refunded and the account closed when a balance transfer request for the balance from July is received. Commerce Bank will not give me an account number or any other valid information that will prevent them from rejecting this balance transfer rrquest so if they refuse that payment I ask that they forfeit the right to collect on the principal.

  Business Response

  Date: 09/06/2022

  Commerce Bank (“Bank”) received your Complaint regarding your credit card ending in **** (“Account”).
  Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • You state that the Bank rejected a payment you made to your Account in July because the Bank
  stated there was no such account under your name. The Bank charged a late payment fee to your
  Account.
  • You state that the Bank failed to send you a credit card in your current, legal name for two years,
  that the Bank blocked Online Banking access. and the Bank will not allow you to speak to a human
  being.
  • You reported the Bank to the Colorado Division of Civil Rights, and you ask that the “illegal” late
  payment fee charged to your Account be refunded.
  • You state that you want the Bank to close the Account once you execute a Balance Transfer to
  transfer the balance on this Account to another bank.
  • You state that if the Bank rejects this Balance Transfer, you believe the Bank should forfeit the
  right to collect on the Account.
  
  Bank research and resolution:
  • You notified the Bank in December 2020 of your legal name change and requested to have your
  Account changed to your current name and a new card issued. The Bank immediately issued a
  new card in your current name and changed the Account to your current name. You
  acknowledged receipt of this card in an email to the Bank dated December 7, 2020.
  • During that time, a Bank employee worked with you via email to unlock your Online Banking
  account. This employee gave you his personal phone number, so you had a direct contact at any
  time. Several other Bank employees also attempted to contact you directly to walk you through
  setting up the account but further attempts to reach you were unsuccessful.
  • The Bank successfully received a timely payment of $50.00 on June 24, 2022 for the July 2022
  payment. The Bank has no record of ever receiving or rejecting a payment from you in July.
  However, a timely August payment was not received and a late payment fee was assessed on
  August 11, 2022. As a courtesy to you, a one-time refund for this late fee was issued on August
  25, 2022.
  • You paid the full balance in the amount of $3,613.22 on the Account on August 24, 2022. At your
  request, a new card was mailed to you.
  • You have been given instructions on contacting customer service should you need assistance in
  setting up an Online Banking account. You will need to follow set-up instructions when the new
  card is received to continue having access to Online Banking.
  • If the Account accrues an additional balance and a Balance Transfer is appropriately requested,
  the Bank will transfer the balance to another account according to the instructions and applicable
  procedures.
  
  Thank you for the opportunity to respond to this Complaint.
  
  

  Customer Answer

  Date: 09/06/2022

  [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:
  
  
  
  Regards,
  
  
  
  ******** *****
  
  Nothing was recieved in the mail.

  Business Response

  Date: 09/13/2022

  Commerce Bank (“Bank”) received your rejection of our response to your BBB complaint regarding your credit card ending
  in **** (“Account”). Below is a summary of our findings and resolution.
  
  In your rejection of our Response (attached), you state “nothing was received in the mail.” Although you do not specify
  what you did not receive in the mail, the Bank assumes you are referring to the portion of our response explaining that
  the Bank immediately issued a new credit card in your legal name. However, you acknowledged receipt of the new card
  in an email dated December 7, 2020.
  
  On December 7, 2020, the Bank received the following email from you:
  
  
  
  Additionally, as you are aware, you asked the Bank to send you an additional replacement card recently. That card was
  sent to you on August 29, 2022 via mail.
  
  Thank you for the opportunity to respond to this Complaint.

  Customer Answer

  Date: 09/13/2022

  [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:
  
  
  
  Regards,
  
  
  
  ******** *****

  No response mailed or attached.