Complaints

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

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  Commerce Bank of St. Louis

  8000 Forsyth Blvd # 1400 Saint Louis, MO 63105-1707

  
• 

  Commerce Bank of St. Louis

  1735 1st Capitol Dr Saint Charles, MO 63301

• 

  Commerce Bank of St. Louis

  101 S 3rd St Louisiana, MO 63353-2001

• 

  Commerce Bank of St. Louis

  14317 Manchester Rd Manchester, MO 63011-4048

  
• 

  Commerce Bank of St. Louis

  956 Jeffco Blvd Arnold, MO 63010-1427

  

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:11/16/2024

  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.

  0n 11/9/2024, I arrived at the bank, requested a cash withdrawal of ******. Bank teller, Mrs ******** asked what it was for, I advised it was for a private cash transaction and to keep in private cash reserves. She asked what transaction, I advised it's not her business. She contacted a corporate fraud investigator , *******/*******?, who I spoke with on the phone. The investigator authorized the release of the funds and advised that the bank had the funds on hand. ******* went to the back of the bank, laughed, then returned to tell me she would not be releasing my funds because she didn't like my attitude, I was not answering her questions, (even though the investigation team authorized the release) and proceeded to get hostile and demand I leave. 20 minutes of jumping through hoops to access my cash she decided I couldn't access because of my "attitude"

  

  Business Response

  Date: 11/25/2024

  Please see attached letter response to this consumer. 

  Customer Answer

  Date: 11/26/2024

  The funds were approved to release by the corporate fraud investigator. 

  I needed cash to pay foe medication, I dont use electronic payments.

  I was cursed at by ******* stating "I'm not f****** dealing with this" after she yelled at me and told me to leave because I questioned her justification to refuse service. 

  I've worked law enforcement and corporate investigations for 15 years and understand the due diligence to investigate potential scams, I provided information that the investigator concluded was sufficient to determine it was not a scam. 

   

  ******* deliberately refused service because of her bad attitude, poor ability to answer difficult questions, and dissatisfaction to count out ****** in cash. 

  Yelling she was scared, throwing a fit, demanding I leave, locking the business, then cursing loud enough for my kids to hear was inappropriate and criminal.

• Initial Complaint

  Date:11/10/2024

  Type:Sales and Advertising 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 want to opt out of receiving solicitations for products or services via direct mail marketing from Commerce Bank, but there is no option to do so on the company's website. I don't have an account with the company, and I don't want to go into a branch and try to explain to someone that I want to opt out of direct mail marketing if I don't have an account.

  

  Business Response

  Date: 11/12/2024

  Commerce Bank will be happy to add this consumer to our Do Not Solicit list. To do so, we need his address and full name. He can email it to **********************************************************************************. 

• Initial Complaint

  Date:09/27/2024

  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.

  01/18/2022 went to get access to my deceased moms account. $4,000 have been taken out of her account when it should have been frozen I had filed the police report. And talk to the bank several times and no one will help me and no one will get back to me they actually fired the lady that was trying to help me. Went back recently to try to get some help and get this money back into the account and the lady was very disrespectful continuously telling me that my name was not on my mother's account but hadn't even asked my name yet. I convinced her to Check because I know prior to this I had access to the account. I already been in it . So she enters my mother's name says that she is looking at the account and my name is not on it so she can't tell me anything about the account. even turns the computer away from me, assures me that my name is not on account she was looking at and I don't know how that could be possible can you please cash a check for me she put in my name an says she found the account that has both our names She can talk to me about this account but not the other one how can I be on my account but not the other one so I just took all the money out of my mother's account that my name is on close the account out and was trying to get contact someone else that could actually help me everything should have been transferred upon death . So why can't I get the money that was stolen back out of the account lol they won't call me back they won't answer the phone they won't answer my questions when I go up there they insist on telling me what they know

  

  Business Response

  Date: 10/24/2024

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

• Initial Complaint

  Date:09/06/2024

  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.

  Tried to withdrawal $20 from ATM at **************** on August 23rd. Machine kept my card for about 3 minutes and nothing happened. Screen went dark and read "temporarily out of service". Card returned to me with no $20. Didn't bother to check account because I wasn't concerned. Looked at account on Monday the 26th and noticed I was debited the $20. Called the 800 number and was assured by the *** that the money would be credited to my account in a day or two at most. Said she would send it to investigations and they would for SURE credit the account which turns out to be totally untrue. Been with this bank for a very long time and not trying to scam them out of $20. Very disappointed especially with the customer service agent that kept making what turns out to be FALSE promises about MY money being returned to my account.

  

  Business Response

  Date: 09/13/2024

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

  Customer Answer

  Date: 09/16/2024

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a checking account online from a promotional link from my employer, ************** District. The promotion was Milestones 0324. I met all requirements and was told on July 23, 2024 that the requirements were met and the $300.00 would be deposited into my checking account on August 19, 2024. Nothing was deposited on August 19, 2024. I called and in person said they sent in a correction and it should be deposited within 15 minutes. That never happened. When I called on August 20th and 21st, I was told it would be up to 5 business days. This is not right and false advertising. I held up my end of the promotion and did everything required and Commerce Bank has not.

  

  Business Response

  Date: 08/27/2024

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

• Initial Complaint

  Date:08/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am making contact through BBB because all other attempts on the issues addressed in this complaint fell on deaf ears. I have initiated a few disputes through Commerce Bank in the past that they never followed up on or helped me with. In fact, a large part of the reason that I'm so much in the hole with Commerce Bank is because of this.I'll start with the most recent dispute. Way back on April 1, 2024, I initiated a dispute through Commerce Bank to contest $80 of the total amount of $467.49 from a charge stemming from **********************. The transaction date was 01/09/2024. I had initiated the dispute because Central Arkansas Water had overcharged me $80 on my water bill and I wasn't able to peacefully resolve it with them. Since then, Commerce Bank informed me that they'd be "happy" to assist with my dispute, yet they never got back to me since.The first and biggest dispute with a charge(A charge that has left the biggest effect on my balance) is a $6,646.79 charge from B&H Photo. The charge is all the way back from Feb 09, 2022. I had originally initiated the dispute on 3/15/2022. After not hearing back for awhile, I called Commerce and they claimed to have sent me a "correspondence letter." A letter to this day that I have never received. When I kept pushing about it for months through their messaging system and phone calls, they finally turned around and said it had been resolved as of 5/23/22. So then I'm like, "Ok, so then where is the credit that's supposed to be returned back to my account?" Well the agent I talked to had apologized about that and said she would reach out to the **************************** for details and get back to me within 2-3 business days...Wanna guess how long ago that was? That last communication about the matter was alllll the way back in Aug 1, 2022...Today as I write this complaint, the date is Aug, 16 2024...Sounds a lot longer than 2-3 business days.But boy, when I miss a payment, they're on top of that fast!

  

  Business Response

  Date: 09/11/2024

  Please see attached Bank response. 

• Initial Complaint

  Date:08/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an United States disabled army veteran living in **********, ******* since March 8, 2023. On Saturday August 6, 2024 I relocated from ********** to *****, *******. Commerce Bank put a hold on my debit card now I can't pay for anything. My debit card is being declined at the executive boutique hotel I stayed at. I just happened to have 1000 dirhans with me. I have called Commerce Bank 5 times telling them is me in **********, ******* and that I just moved from ********** permanently. My debit card is still being declined. I need to get an apartment here or hotel. I can't pay for nothing. I don't know anyone in this city. Can you please help me straighten out this matter. Commerce bank put a blocking device on my debit card.

  

  Business Response

  Date: 08/23/2024

  Please see attached letter response to this complaint. 

• Initial Complaint

  Date:07/26/2024

  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.

  Location: ************************************************* I wanted a printed out copy of my bank statements because of a purchase from Best Buy of 2 smart tvs and I wanted to get money back for one of them. Best Buy charged me for 3 smart tvs and I only ordered 2 smart tvs. There was a charge in between the 2 purchases that I did make and a charge that I didn&#**;t make to them. They said they needed my telephone number. It was a fraudulent charge and I couldn&#**;t check it because I don&#**;t get a paper statement. The only way to get this was to go online and I am computer illiterate. Then they said they will send me a paper statement and I still haven&#**;t gotten one. It has been 5-6 months since they said I would get a paper statement. I would like to get a paper bank statement from them going forward and to dispute the fraudulent charge from Best Buy.

  

  Business Response

  Date: 08/06/2024

  Attached is our response to this consumer complaint. 

• Initial Complaint

  Date:06/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CASE# ****** Charge on My Commerce Bank credit card for $269.54 by XFINITY AND XFINITY **************** confirmed to the **************** who initiated a three-way call, that there was no charge from Xfinity with that date or amount on 4/17/2024 (cod #******). They confirmed my account was closed and I had a $60.00 refund. The charge does not belong to me! All I know I spend money with this bank every month and they lie about "0 liability " for customers. Bank may have good offers but they have Disastrous ****************!

  

  Business Response

  Date: 06/27/2024

  Please see attached letter response to consumer. 

  Customer Answer

  Date: 07/05/2024

  hello,

  Sorry for delay but I have to go to XFINITY store to clarify this matter. I do not recall anything about one account open when I had 3 way talk and today the XFINITY worker confirm that to me and here is proof, bought account are closed!There is nothing about $269.54 in my record with XFINITY,this charge reflect only on my credit card! This is the worse bank I work with! I wish they here professional and not playing game with there customer! They say I have one open account with XFINITY, why they do not come with proof? I contact them ****** a way, I did everything I suppose to do as a customer. IT is unfortunate for us ,, CUSTOMERS"

  Thank you!
  

  Sincerely

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

• Initial Complaint

  Date:06/03/2024

  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.

  On December 26, 2023, I had five fraudulent charges on my Commerce **** Card. The first two charges were for items on a mirrored national retailer's site. After ordering, the perpetrator charged my card three additional times for the same item. I called Commerce Bank and shut down the card. When the items were posted on my card billing online, I called Commerce and told them to stop payment on the charges. The billing address was a ******* Wallet account. No national retailer uses a ******* Wallet account. They refused, even on the three additional charges that I didn't make for the same item. So, I opened a dispute case on all five charges. A month later, I received a letter stating they ruled against me on the dispute because they did not pay a sixth fraudulent attempt that they blocked, and I knew nothing about. So, they opened a second dispute case. The second dispute ruled in my favor, but the case was only for the three additional fraudulent charges. They failed to include the two original charges. That case was opened on March 17. That was 78 days ago, and I've heard nothing from Commerce Bank. The dispute department stated it takes ***** days for resolution. I've been waiting over five months. I've called their customer service over a dozen times, waiting about an hour each time to talk to a representative. Each representative was rude and of no help. I've even complained to my local branch manager in April, who did a great job checking into why it's taking so long for a resolution. His involvement most likely resulted in slow-walking this dispute. Once this third case is resolved, the card will be shredded. There's no way to check on the status online. This experience was worse than the actual fraud.

  

  Business Response

  Date: 07/15/2024

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

  Customer Answer

  Date: 07/16/2024

  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.
  
  Sincerely,
  
  *****************