Business Profile

Bank

Commerce Bank of St. Louis

Complaints

This profile includes complaints for Commerce Bank of St. Louis's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

51 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/10/2025
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.
This account was illegally opened in my name and I had nothing to do with it and the bank refused to help me with it and I had it removed from my credit report, and they added it back tanking my credit again. I turned in an identity theft report, and they broke federal law by reporting it again anyway.
Business Response
Date: 06/18/2025
Please see the attached that was mailed to the consumer.
Customer Answer
Date: 06/19/2025
Complaint: 23452013

I have reviewed the business' response and am rejecting it because:

I had nothing to do with this account and refuse to deal with it

Sincerely,

Jacob Nester
Customer Answer
Date: 06/19/2025
All they do is lie I’ve never charged 1336 in addition they have lied saying they have sent a pre approval to my address and sent a settlement offer in march of 2025 all they do is lie this bank is extremely fraudulent and crooked
Business Response
Date: 06/26/2025
Commerce
Bank has no additional information to add to its previous responses. Bank staff
diligently completed a review of the fraud claims made, and found evidence that
the customer: (i) was aware of the account; (ii) made a single charge on the
account, a transfer to his own PayPal account; (iii) immediately defaulted
following the single transfer to his PayPal account; and (iv) following
default, inquired twice with Bank staff if he could pay a reduced amount to
settle the unpaid balance due. There was no evidence identified in the review,
to substantiate a claim of fraud.
Initial Complaint
Date:05/22/2025
Type:Sales and Advertising 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 am on the DMC/FTC do not mail list, with whom I previously filed a complaint against this business. Neverthless, I continue to receive unsolicited mailers from them. I have never contacted them or expressed any interest in doing business with them. They should not have my information but, since they do, they need to remove it from their system.
Business Response
Date: 05/29/2025
May 28, 2025

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

RE: Your complaint (Complaint) submitted to the Better Business Bureau, ********

Dear Ms. **********

As stated in your Complaint, you are on the DMC/FTC do not mail list. You state you previously filed a
complaint against Commerce ************ Nevertheless, you continue to still receive unsolicited
mailers from the Bank. You state you have never contacted the Bank directly or have expressed any
interest in doing business with the Bank. The Bank should not have any of your information and you ask
that you be removed from the Banks solicitation list.

While the ************************ (***) does not have a national do not mail registry, the Bank
maintains its own Do Not Solicit list (***). The Bank has no record of receiving a prior notification to
have you placed on the Banks *** list. Upon receipt of your Complaint, you were added to the *** list
for a period of five years. Any current solicitations that may already be in process, could still potentially
be sent to you. However, you should not receive any future solicitations while you are on the Banks ***
list.

We thank you for the opportunity to respond to your Complaint.

Sincerely,

****** ******
Consumer Advocacy Program
Commerce Bank
************
Customer Answer
Date: 05/30/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

Sincerely,

******** *********
Initial Complaint
Date:05/08/2025
Type:Delivery 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 identified that your "Your One-Time Security Code" emails are being delivered at an abnormally slow pace compared to industry standards. This is significantly impacting *****************************************, making it unusable for me.Please investigate the root cause of this issue immediately and implement a solution to ensure the prompt delivery of these essential security codes. This is a critical problem that needs immediate attention to restore the usability of your *********** addition, "Commerce Bank Support ******************************************************************** seems to have a backlog and is not prompt to customer replies. I have seen delays between two to four business days.
Business Response
Date: 05/14/2025
Please see the attached response that was mailed to the consumer.
Customer Answer
Date: 05/15/2025
Complaint: 23304491

I have reviewed the business' response and am rejecting it because:

It is not yet fixed. And I am unable to activate online account because I do not have access to current billing information including Minimum Payment Due and Due Date until I am able to login into the bill pay system.
I need to be able to perform these actions after my worknig hours which the bank closes.
The most recent attempt yesterday to enter HSF billpay I entered the *** from email within 10 seconds of receiving (>5 minutes after requesting) and the *** was already invalidated. (*********************************************************************)
I will only accept once a working solution for me is available at my convenience.
Sincerely,

Passawit Kaovilai
Customer Answer
Date: 05/15/2025
Keep in mind the Phone system is not really 24 hours.. actions requires human on the other side. it's infinite loop of "let me transfer you to agent" "sorry we're closed, go back to automated system?".
Customer Answer
Date: 05/15/2025
While I have not yet received indication that system is fixed. Today I got my statement in the mail which provided enough info to activate account online. The *** from the "online banking" is usable compared to the prior HSF billpay system.. so for me personally, while system maybe unresolved, I am no longer pursuing this case further. Case can close.
Business Response
Date: 05/16/2025
The Bank stands by our previous response. Thank you.
Customer Answer
Date: 05/16/2025
Better Business Bureau:

I have reviewed the business' response regarding complaint ID ******** but I am unable to investigate further the issue with the *** OTP issues due to now having a "proper" active online account.

Sincerely,

Passawit Kaovilai
Initial Complaint
Date:04/21/2025
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've been trying to resolve fraudulent charges that occurred on my debit card with no success. Instea,d Commerce Bank closed my account and sent me a threatening letter telling me to never step foot in their bank again. I'm looking for the letter to rescinded, fraudulent charges refunded and this matter resolved/
Business Response
Date: 04/30/2025
March 8, 2022

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

Re: Your letter dated February 24, 2022

Dear Mr. *******

We received your recent letter dated February 24, 2022, regarding your dissatisfaction with the outcome of the
investigation conducted by Commerce (Bank) regarding potentially fraudulent transactions. The Bank received your
original claim of fraudulent transactions on your debit card ending in 6269 (Card) on January 15, 2022. After our
investigation of your claim, we mailed a letter dated January 26, 2022 to you denying the fraud claim. Our Fraud
Department representatives have attempted to reach you by phone to discuss the reasons for the denial but were unable
to reach you and you have not returned their calls.

After investigating the transactions listed on your claim, the Bank denied the fraud claim based on the following reasons:

You informed the Bank that your Card was never out of your possession during the time the listed transactions
occurred.
Legitimate charges were made using the Card between transactions you claimed were fraudulent.
You did business with these merchants in the past prior to the dates included on your list of fraudulent
transactions.
All purchases were made with the Card and chip present for the transaction, with the exception of the transactions
with ***** *****, which were ordered and paid online and are consistent with orders placed in the past and
picked up by you, according to the merchant.
Some of the transactions on your list were also made by entering the PIN.
I hope this helps to better explain the results of our investigation.
Customer Answer
Date: 04/30/2025
Complaint: 23229986

I have reviewed the business' response and am rejecting it because:

the charges are fraudulent and I have been provided zero evidence of any of the investigation that was done by the business. Theyve only provided generic letters and blanket statements to protect the business. However I as the consumer am impacted and because these charges are fraudulent have no evidence to submit other than my ability to dispute them as such and continue to fight for my right. The business has done nothing to satisfy the compliant other than send the same blanket letter over and over again. Theyve only provided have provided zero evidence from any of the investigation theyve done. Theyve made broad blanket statements that all companies provided when fraud is reported.

Sincerely,

**** ******
Business Response
Date: 05/01/2025
Your claims have been investigated and the Banks response remains the same.
Customer Answer
Date: 05/02/2025
The bank provided no documentation and no proof of any investigation. Theyve made blanket statements. Theyve done nothing yet claim theyve done all theyre required to do.
Customer Answer
Date: 05/02/2025
The company has provided no evidence or documentation of their investigation. Just blanket statements. Theyve proved nothing. Theyve just said they dont believe the charges are fraudulent. But theyve provided no evidence that they were charges made by me. I cant provide further evidence as the charges are fraudulent. So I dont have anything to provide other than they werent charges made by me. The bank hasnt proved they are charges made by me. Just made statements they dont see why they cant be.
Initial Complaint
Date:04/17/2025
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 was notified of a new program with Commerce Bank called Smart Save. I joined and money was automatically taken from my checking, and split ***** into my savings, and another savings called smart save. After I accumulated $819 I decided to transfer $800 back into my core savings. When I made the transfer the money was taken from the smart save account and DID NOT show up in my savings. I notified the bank and a ticket was opened to IT. I then planed the smart save on pause for 1 week in order to get this straighten out, but despite being paused it continued to take more money out. So I was then up to $69 in the smart save and I discontinued the program as I did not want any more money come out. That money then disappeared out of the smart save but then again DID NOT show up in my savings. So I am missing a total of $869 of my money. I have spoken to several people via the customer service number and no one can giver an answer as to where my money went, they show no record of a transfer, and cannot tell me a time frame of when I will get my money back. I keep getting told IT is looking in to what happened. So after a week I still do not have my money and no one can tell me how/why this happened, or when I will get my money back. I have asked to speak with those in charge of this program and not gotten to, and have asked to speak to supervisiors for answers, yet I still dont have any answers.
Business Response
Date: 05/23/2025
Please see the attached that was mailed to the consumer.
Initial Complaint
Date:04/15/2025
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've had automatic payments on a Heloc account since 2021. ********************** Bank had an update to their system around November 2024. This update removed my automatic pay, which is still on the site and listed as the favorite. They claim I haven't paid since November, which is correct; however their system removed my information. I didn't update or change anything on my account. It goes from ********************** checking account to the ****** My mortgage does the same thing and haven't missed a payment. When I try to talk to anyone they push me to another person. I have been dealing with this since February and each time they call there is no resolution. They are trying to make me pay fees and interest when they went into my account and removed said payment. I told them I would pay the amount, no problem, but I am not paying fees associated with late payments, as this was their doing. They have given me a number for a resolution specialist and for 72 hours they haven't answered the phone. ************. I have now talked to (9) people who have either sent me to another person/department or just hung up.
Customer Answer
Date: 04/08/2025
I'm confused by your response. This is not a template response. This is something I am dealing with on a daily basis since November. What exactly does BBB need from me to further show this is happening to me personally. I have every source of proof needed for this. I've contacted numerous high ranking employees via ******** for assistance. I can be contacted at ************ for any additional information needed.
Business Response
Date: 04/14/2025
This individual does not have a banking relationship with Academy or *****************. This appears to be filed under the wrong bank.
Customer Answer
Date: 04/14/2025
I have no idea why ************ got chosen. I chose Commerce Bank. Their Headquarters are in St Louis and I have a bank account with the location in *************** off 7 highway. Apologies for the confusion of this was caused on my part.
Business Response
Date: 05/14/2025
Please see the attached that was mailed to the consumer.
Initial Complaint
Date:03/31/2025
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.
We opened an account at ********************** Bank on May 21, 2024. My wife and I went in to close the account on March 17, 2025. We were told that the account was closed on November 12, 2024 and $613 cash was given to the closer. This was at the Commerce Bank in *********** at ************************. The signature of the withdrawal did not match my signature. Assistant manager, ******* ***, told us that the manager, ***** ******, could get the video surveillance. Two weeks later we were told that we needed a police report to get that video. When the *********** police went to that branch, they were told that they had no video record of that withdrawal. I also learned that a retired detective from the *********** police had recently been hired to work for that *********** branch. It is entirely possible that my husband, who is 82, and forgot but my family has recently been scammed of $5,000 so we just want to check all the boxes and request you to intercede on our behalf. We have also called the CEO of Commerce Bank and have not received a response. Moreover, we contacted the **** who said they sent our request to the bank. Thank you for your help.
Business Response
Date: 04/25/2025
April 15, 2025

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

RE: The complaint (Complaint) submitted to the Better Business Bureau, ********

Dear Mr. *******

Commerce ************ received the Complaint regarding your closed sole owner checking account
ending in 7954 (Account). The Bank has made multiple unsuccessful attempts to reach you by phone.
In addition, the Bank has received multiple calls from an individual other than yourself requesting to
discuss this matter. It has been explained that the **** is unable to discuss any Account with a non-
account holder.

Records show that the Account was closed on November 12, 2024. The Bank followed all standard
account closing procedures, including customer identification. As you know, you provided your drivers
license during the Account closure process.

There was no notification received of any concern regarding your account until March 17, 2025. As
detailed in the Deposit Agreement, which was provided to you at account opening and available at
*********************************** You must promptly review statements and any accompanying items. Notify
us in writing of any account dispute or difference for any reason, including but not limited to, (a) any
improper or unauthorized charges or calculations, (b) any unauthorized debit, (c) any unauthorized
signature, (d) any missing signature, (e) any alteration, (f) any errors (including but not limited to
encoding error), and/or (g) any other matter that you dispute or you believe was improper (including
but not limited to any fees or charges that have been assessed to your account(s)). You must report any
account dispute or difference promptly, and when not involving an electronic funds transfer as defined
in Section VII of this Agreement (EFT), no later than 30 days after your statement and items were
received or otherwise made available to you. As the Bank was not informed of any potential issues with
your Account within thirty days of the Account closure on November 12, the terms of your Deposit
Agreement limit the actions the Bank can take. However, if you would like to discuss this further, we
encourage you to call us directly or visit your local Bank branch in person.

Sincerely,
****** ******
Consumer Advocacy Program
Commerce Bank
************
Customer Answer
Date: 05/05/2025
I responded several weeks ago to you thatBriana ****** made no effort to contact me. That is certain.

I went into the bank after we returned from ******* where we usually stay several months and only when I went into the bank was I told that our $613 had been withdrawn. We had talked to the bank assistant manager about 14 times until the assistant manager ******* *** said not to contact him anymore. I can forward you the email if you like. I have asked ****** ****** many times the times when she called me but they have never responded.
I was told the bank could show me the copy of the drivers license used on NOvember 12. for the withdrawal But then ******* *** at the bank said that I needed a subpoena to do that.

The *********** police had already been contacted. I called and emailed the bank manager and assistant manager so many times that I received a "I have assisted you as much as I can" message. from ******* Ulm We gave them a police report upon the bank's request.
Business Response
Date: 05/12/2025
The Bank reiterates its previous stance that the account holder has not contacted the Bank directly. All communications and complaints have been filed by another individual who is not on the account.The Bank can only communicate with the account holder regarding their account and will not engage with anyone else on this matter. However, Mr. ****** is welcome to contact the Bank by calling the number on the previous responses or by visiting his local bank branch.
Initial Complaint
Date:03/27/2025
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 was issued an insurance check for $11,612.49 for a roof replacement for mine and my daughters home back in Oct. I grew concerned upon not receiving it as a prior payment from the insurance company was direct deposited into my account. When I didnt receive it, I contacted my insurance agent and discovered my ex-wife using my daughters information intercepted payment and had mailed to her. This was verified and confirmed by the insurance agent as when stating she was my daughter, gave her personal number which has a 786-area code. The check was made payable to myself and my daughter, the homeowners and policy holders, and mailed to the house where my now ex-wife lives. They informed me that it had been cashed at the ********** branch deposited 10/15. I have through my daughter. In fact, SHE did NOT make a call request requesting that payment be mailed Check was made payable to ****** ******* and myself was not signed by either party, again confirmed by my daughter.
I then alerted the bank on 10/15 speaking with *** ****** who confirmed the check was indeed deposited and was signed by me. Neither myself nor my daughter had ever seen the check let alone sign it and informed him that my signature was fraudulently signed. I was told he was looking into it and funds would be frozen and he would call me back on 10/16.
I went to the Belleville branch and spoke with *** again on 10/16 after not receiving a return call who provided the check, and I was able to verify that the signature was not mine and he stated they were still looking into it. I then GAVE *** my daughters number and he called her in front of me but not on speaker. *** stated that my daughter told him that she saw me sign the check, a statement my daughter very strongly denied saying to him. I then returned later in the day on 10/16 with the contractor and was surprisingly met by ***** ******* and *** with hostility, being told that they didnt care if the contractor needed paid, the fraudulent activity and forged signatures were not their problem and then threatened with police. I repeatedly just kept pleading with them stating that I was the one who alerted them of the fraudulent activity. I never raised my voice, threatened, or even spoke firmly to anyone and was shocked as I was nothing but professional and concerned that the bank allowed a check to be cashed and my signature to be forged. **** ******* the bank manager stated that they had spoken with their corporate security team who advised them to close the account and issue a cashier's check made payable to my daughter ****** ******* and myself that cashier's check would be available for pick up the next day however only my daughter could pick it up with the appropriate ID. I was assured that the account was being closed and that there was no way any additional fraudulent activity could be done and the only way that the cashier's check could be cashed would be with both of us present and both of our signatures I left feeling confident that the account was closed and that the funds would be available via cashier's check from commerce bank. I then called over the course of the next week trying to confirm if my daughter ever was able to pick up the cashier's check and a message had always been taken, and I never received a return call.
Upon speaking w Commerce security on 10/18 I was advised to contact my insurance company regarding the original check and submit the appropriate documentation through farmers. I immediately contacted the insurance company and was advised that a Forged Endorsement Claim would need to be submitted. IF Commerce was unable to guarantee funds for original checks. This was not done as I was confident Commerce had found a resolution.
In an effort to address concerns regarding forged signatures, I was assured the only way the cashiers check issued by Commerce could be cashed would be for BOTH signatures (mine & my daughters) endorsed on the check and both parties present.
On 11/7 after weeks of trying to see if Cashiers check was ready ort picked up, I met w my ex to go to the bank to resolve this issue and meet my daughter in order to obtain the cashiers check: Instead a phone call occurred between my ex-wife and ***** ******* in which she told ***** to leave $2612.49 in the account and issue a cashiers check for the rest in which I personally ***** ***** tell her that this was not going to happen and that the amount of the cashiers check was going to be for the exact amount of the original insurance check on the same date. I was unaware that my ex-wife was going to state this, and I was not in agreement whatsoever for this to happen. However, I overheard it and felt secure knowing that ***** was making it clear to my ex that only ****** could pick it up and would have to provide identification. I was still concerned as to why only my daughter could pick it up and not myself considering the check was made payable to both and was never provided a reason I did not press the issue because it seemed as if we were working towards a resolution and so at this point I felt that the situation was handled and that no additional fraud could occur
On that very same day, 11/7 my ex-wife ***** drove to the ************** branch for reasons I do not know and took $9000 out of the account that was supposed to be closed. How was this event allowed to occur? ***** ******* very explicitly told her that she absolutely could not do that and would not do that as Commerce would not allow it they did. Not only did they allow fraudulent activity on one check they've now allowed it on 2! My first question would be why wasn't the cashier's check drafted back in October as we were assured would happen?
On 12/12 I received a money order in the amount of $9000 in my mailbox. Still short of the amount of the original check I immediately called the Belleville branch and left a message.
On 12/18 I called the branch again speaking with ***** and asked how this could happen I explained her that she personally guaranteed me that there was no possible way that this could ever happen again her response was that the account was closed and it was not done at their branch it was done at the ************** branch. I couldnt believe my ears when I received her response because I just didn't understand how they allowed this to happen now twice I was very confused yet calm, and obviously concerned and shocked that my complaint was noy being takes seriously and stated that because she personally guaranteed it that I was going to hold her accountable in which she ended the call. No threats were made my voice was never raised.
On 12/18 I attempted to call the branch at *************************** and discovered my phone number had been blocked from calling ANY Commerce bank. After calling my provider I was informed that it was not blocked on their end and would have had to have been by someone at the bank. I used another phone and was able to speak with **** *** who stated that he remembered something about the situation and would have to call me back the next day and provided me with his direct number in case I needed it.
Upon returning home on 12/18 I received a Fed Ex envelope from Commerce bank on ******** in St Louis with a KC number enclosed was a very adolescent, undated, unsigned, trespass notice with the header and footer cut off that resembled a ****** notice informing me that I am not to enter any property owned or leased by Commerce bank ever again. This notice was not from anyone or any department at Commerce nor was it dated, signed or able to be identified as a formal notice from Commerce nor did it indicate a reason. Confused as I was nothing but professional and had someone present during each visit to the branch and during each phone conversation, I decided it was best no longer to deal with anyone by the security team to resolve the issue and receive my money back. At this point I could only come to 2 possible scenarios, I was being bullied by someone at Commerce who was making a poor attempt at trying to ensure that I not proceed with a fraud investigation or complaint or someone at Commerce was trying to cover up any negligence on their part.
On 12/20. I used another phone and left a message with the teller and was told that **** was on the phone and would call me back and never did.
On 12/26 I called the security phone number and spoke with ***** ***** who was extremely helpful and withing the hour was able to email me a cashiers check copy for $2129.49 the remitter was ***** ******* drawn off the account that was supposed to be closed. so that this couldnt happen a second time and signed by **** ******* AGAIN forging my signature and my daughters signed over to my ex. I was given a guarantee by ***** ******* that this would not and could not happen as she was notified in October that my ex forged my signature! WHY WOULD THE BRANCH ALLOW THE SAME PERSON TO COMMIT THE SAME CRIME A 2ND TIME? WHY WOULD COMMERCE PUT ME THROUGH ALL OF THIS A 2ND TIME? WHAT WAS THE POINT? IVE BEEN LIED TO FOR 3 MONTHS AFTER BRINGING IT TO THE BANKS ATTENTION IMMEDIATELY STATING THIS WAS NOT AUTHORIZED BY MYSELF OR MY DAUGHTER? Looking at the check you can clearly see that the same person signed all three signatures. This was the first time I saw this as I was expecting to see the full $11,612.49. ***** stated she was going to investigate and research where the remaining funds were and would get back to me.
On Jan 2 I hadnt heard from ***** and attempted to call her direct number and was informed by a man named ******* that ***** was no longer with Commerce. I then had to start from the beginning with what had happened and told him I would send the time line of events that was sent to ***** to him to bring him up to speed in which ******* said he didnt have access to a direct e-mail and told me that I would need to send it to the generic e-mail address he also stated that he did not have a direct number should I need to follow up. I was told he would call me back the next morning. At no point did anyone mention the alleged trespass notice sent. I inquired about the validity of the notice with ***** as well as ******* and neither denied nor confirmed nor confirmed nor confirmed nor confirmed nor confirmed nor confirmed or confirmed.
1/3 ******* called me back and stated someone would be sending me an email with a copy of the cashiers check as requested; to date I have never received the email.
1/7 I attempted to contact ******* and was transferred to a woman who was more concerned that I may have gotten her number from somewhere instead of identifying herself. Once she realized I had been transferred to her she was very helpful and promised to send me the copy of the additional cashiers check for the remaining amount. I then received an email from ********* ****** who sent the copy of the original insurance check and stated I am unable to talk with anyone else due to my alleged behavior. I then informed MS ****** that. prior to making false and slanderous statements she should know that my behavior has been nothing but professional and of great concern, regarding the blatant disregard of my claims and the banks failure to investigate.
Business Response
Date: 04/03/2025
April 3, 2025

***** *******
1 ******* Ct
Fairview Heights, IL *****

Your complaint (Complaint) submitted to the Better Business Bureau, ********

Dear Mr. ********

Commerce *********** received your Complaint regarding an insurance check (Check) you state was
fraudulently deposited into an account at the Bank. Below is a summary of our findings and resolution.

From your Complaint:
You stated the Check, which was payable to both you and your daughter ****** *******
(******), was deposited at the ************************ location (Branch) on October 15,
2024.
You contacted the Bank the same day and spoke with a Branch representative who informed you
the Check had your endorsement. You stated neither you nor ****** ever saw the Check or
signed it.
You stated you visited the Branch multiple times on October 16, 2024, and said you were met
with hostility, and with no regard to your concerns about the Check. You said that during a later
visit on that day, Branch threatened to call the police, which you claimed you did not understand
as you never raised your voice nor were threatening. The Branch informed you that ******
advised she witnessed you endorse the Check, which you claimed ****** strongly denied.
As you continued to assert you did not endorse the Check, the Branch involved the Banks
******************** (Security). You said Security advised you to contact the issuer of the
Check and file a Forged Endorsement Claim (Claim). You stated you did not do so, as you felt
the Bank would handle the issue.
You said you provided additional information you believed showed the Bank allowed fraudulent
activity, for which you felt the Branch and Security should assist.
You stated you received a no trespass letter (No Trespass Letter) from the Bank on December
18, 2024. On December 26, 2024, you spoke with Security about the Check and your request for
additional information. You said you were provided a copy of the Check on January 7, 2025.
You requested: (1) a thorough investigation into the circumstances surrounding the negotiation
of the check, the Banks internal procedures and safeguards connected to this matter, (2)
investigation into the allegations which resulted in the issuance of the No Trespass Letter, and (3)
for the Bank to credit you the full amount of the Check.

Bank research and resolution:
On August 22, 2024, you visited the Branch with ****** and ***** ******* and opened a
checking account ending in 5565 (Account). The Account was opened as a joint deposit
account, with all three Account holders having equal access and rights to the Account as set
forth in the Banks Deposit Agreement.
On October 15, 2024, the Check was deposited into the Account.
On October 15, 2024, you called the Bank and claimed you did not endorse the Check. Bank
records show Security advised you to complete a forged endorsement claim with Farmers
Insurance (Farmers), and to file a police report for the claimed forgery. As of the date of this
letter, the Bank has not received documentation from Farmers or law enforcement related to
this matter.
Due to your behavior and language, both on the phone and during visits to the Branch, Security
chose to issue the No Trespass Letter. The Account was closed on November 13, 2024, and the
conditions set forth in the No Trespass Letter remain in effect.
******** issued a cashiers check (Cashiers Check) for the remaining balance of the Account
payable to all Account owners. The Cashiers Check was negotiated on November 26, 2024.

Sincerely,

****** ******
Consumer Advocacy Program
Commerce Bank
************
Initial Complaint
Date:01/28/2025
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 have been trying to get customer service to assist me with having automatic debits taken out of my account on a monthly basis. I went into the Kirkwood branch and was told I could do it online although I was there that day. When I attempted to do it online, I could not and was told to call both a third party vendor and Commerce customer service. I went back and forth with both and have spent countless hours trying to deal with this issue. My neighbor and I even left 2 long personal phone messages to the ******** branch about 10 days ago and have heard "0"!!!! My neighbor also emailed the attorney for Commerce a week ago and has heard nothing. I cannot go back into the branch because I am frail and elderly and it takes a lot out of me. Regardless, I went into the Kirkwood branch and was told it would be very simple to do online. It has been an actual NIGHTMARE!!Can you please have them fix this for me? I know I am not asking a lot. I'm wondering if they are discriminating against me because I am elderly or it's because I do not have a lot of money. Either way, they refuse to give any type of customer service. Something definitely is up and I have no idea if it's something illegal.
Business Response
Date: 03/10/2025
Please see the attached that was mailed to the consumer.
Initial Complaint
Date:01/04/2025
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.
First I would like to wish this greedy billion dollar company a Non-Happy New Year. And then I would like to get to down to the order of business of appealing their unjust decision on a $80.00 charge that was credited to me on 09/17/2024 that I should have stayed credited to me. $80.00 is probably what their CEOS spend on their breakfast every morning. I entirely disagree with their argument for taking back such needed money away from me. Their reasoning has nothing to do with my reason for disputing that charge in the first place. I had already paid money for goods and or services from ***************, but then that company turned right around and charged me an extra $80.00 on this card for no reason. Do you people understand? They charged me an extra fee that had nothing to do with "goods or services" that I already received. I was overcharged. And I also had already sent documentation proving that I had already made a separate transaction to pay for those "goods and or services," and then Central Arkansa had charged me a whole separate transaction of $80 that had nothing to do with what I already paid for. And then refused to give it back by pretending it never happened...Just like this bank is doing now.Separately, I would also like to appeal their decision about rejecting a bigger dispute amount that was around $6,000 something. They are lying about not receiving the paperwork for that. I did indeed send them the paperwork for that dispute. To this day, they still lie about never having received my documents for it and then acting like it was too long ago for me to dispute now. But the matter of fact is that I DID send them signed documents for that dispute as well. Commerce Bank is lying about not receiving anything. Lying lying lying!
Business Response
Date: 01/21/2025
Please see attached letter response to this complaint along with a copy of a previous complaint response.
Customer Answer
Date: 01/24/2025
Complaint: 22767980

I have reviewed the business' response and am rejecting it because:

I never received any such refund. I have no idea what they're talking about. Also, I did indeed send the requested documents in the past for the B&H dispute and would like that dispute reopened as a result.

Sincerely,

**** ********
Business Response
Date: 01/24/2025
Attached is a water bill provided to the Bank by this customer. It shows a credit for $80.00 that went to this customer on the bill.
Customer Answer
Date: 02/03/2025
Complaint: 22767980

I have reviewed the business' response and am rejecting it because: F*** you.

Sincerely,

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

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