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

  1800 Cape Lacroix Rd Cpe Girardeau, MO 63701-9634

• 

  Commerce Bank of St. Louis

  7910 Clayton Rd Saint Louis, MO 63117-1327

  
• 

  Commerce Bank of St. Louis

  6327 Chippewa St Saint Louis, MO 63109-2118

  
• 

  Commerce Bank of St. Louis

  101 E Elm St O Fallon, MO 63366-2601

  

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:11/03/2023

  Type:Product 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.

  The credit card they issued to me had a $250 cash back reward if i spent $1000 within 90days. I made purchases 0f over $1400 in the the first 90 days and have not received the $250 bonus. I have talked to them 3 different times and it ended with the person telling me some one will review the matter and would call me back in 2 work days. no one has ever called back. The third time I called the person told me she would make sure I got a call on Nov 1 and even gave me her personal telephone number. Since no one called I called her but had to leave a message and have not heard back. phone calls

  

  Business Response

  Date: 11/16/2023

  Please see attached letter response. 

  November 16, 2023
  
  Louis Queensen
  1162 Bellowfalls Drive
  *******, ** 63368
  
  RE: Your complaint (Complaint) submitted to Better Business Bureau ID ********
  
  Dear ********************:
  
  Commerce **** (****) received your Complaint regarding your credit card Account ending in 3288
  (Account).
  
  As stated in your Complaint:
  You opened a credit card Account with the **** under a promotional offer issued by the ****
  that came with a cash back reward of $250 if you spent $1,000 on the Account in the first 90
  days of the Account opening.
  Within 90 days, you state that you spent over $1400 on the Account and have not received the
  promised bonus.
  You have talked with **** representatives on three occasions and have been told someone would
  call you back, yet no one has contacted you.
  
  **** research and resolution:
  You opened your Account on the ****s website on May 15, 2023.
  When you called the **** to inquire about your bonus, research showed that you were part of
  our promotional mailing but had neglected to enter your promotional code in your online
  application. Therefore, you were not enrolled in the Promotional offer and did not receive the
  bonus.
  We regret that you did not receive a return call when promised. We have addressed that with
  our **************** team.
  Because you intended to enroll in the promotion and research showed you were mailed the
  promotional offer, the **** awarded you the bonus of ****** Rewards points on October 31,
  2023. You successfully redeemed these points for your statement credit of $250.00 on
  November 8, 2023.
  
  Thank you for the opportunity to respond to this Complaint.
  
  

  Customer Answer

  Date: 11/25/2023

  The complaint has been resolved, thank you

• Initial Complaint

  Date:09/12/2023

  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 have signed up for the special connections credit card which gives $250 cashback if you spend $1000 in the first 3 months, link here:
  **************************************************************************** 
  I have met this requirement (and confirmed with their customer representative), but I have never received my cashback bonus. I was supposed to received it after July 15 (per customer rep), but I have not.
  I have called in August to follow up and I was told to wait until September, I did not receive it on Septemeber so called back on September, and I was told that they can just send an email to their reward department and get back to me in 72 Hrs. It has been a week and I have not heard back from them and have not received my cashback.
  credit card ending in: ****

  

  Business Response

  Date: 09/18/2023

  September 18, 2023
  
  ******** *******
  **** ** ******* ***
  ************ ** *****
  
  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau, ********
  
  Dear Mr. *******,
  
  Commerce Bank (“Bank”) received your Complaint regarding your Bank credit card account ending in
  **** (“Card”). Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • You signed up for the Card under the promotion that gives $250 cash back if you spend $1,000
  in the first three (3) months (“Bonus”). You state you have met this requirement, but have not
  received the Bonus, which you believe should have been credited after July 15, 2023.
  • You called the Bank in August and September to follow up on the status of the Bonus but have
  not heard back.
  
  Bank research and resolution:
  • Bank records confirm you opened the Card on April 14, 2023, under the Bonus promotion, giving
  you until July 14, 2023, to meet the $1,000 in purchases requirement.
  • Research found you did meet this Bonus requirement; however, due to the final purchase that
  met the minimum of the $1,000 in purchases requirement occurring on the final date of July 14,
  2023, the Bank’s system failed to register your Card had qualified for the Bonus. Please accept
  our apology for this error and any failed communication in relation to your inquiries. We are
  addressing this with management over customer service. The 25,000 Bonus points, which may
  be used for the $250 cash back credit to the Card, were manually added on September 12, 2023.
  You may login to your Bank online banking account to redeem these points however you may
  like.
  
  We thank you for the opportunity to respond to the concerns identified in your Complaint. Should you
  have any questions, you may contact me directly at the number listed below.
  
  Sincerely,
  
  ****** ******
  Consumer Advocacy Program
  Commerce Bank
  ************

• Initial Complaint

  Date:07/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have been stealing money from me. I bank Spanish Lake location. There are deductions from my account from places that I have never visited. I contacted the bank and they didn't offer any resolution. I asked for a new debit card which they provided. They took $1000.00.

  

  Business Response

  Date: 08/04/2023

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

  August 3, 2023
  
  ***** ********
  ***** ******* ****** ***
  *** ****** ** *****
  
  RE: Your complaints (“Complaints”) submitted to the Consumer Financial Protection Bureau, ******-
  ******** and the Better Business Bureau, ********
  
  Dear Ms. Williams,
  
  Commerce Bank (“Bank”) received your Complaints regarding your Bank checking account ending in
  **** (“Account”).
  
  As stated in the Complaints:
  • You state the Bank has been stealing money from you, as there are Account deductions
  (“Debits”), totaling around $1,000.00 corresponding to places you never visited.
  • You state you contacted the Bank asking for a new debit card, which was provided to you, but
  the Bank did not offer any resolution regarding the Debits.
  • You ask that $1,000.00 be refunded to the Account.
  
  Bank research and resolution:
  • As of the date of this letter, there have been no fraud cases opened for the Account.
  • The Bank does have record of receiving calls regarding the Debits. However, each time the caller
  was unable to authenticate themselves based on Bank policy. They were informed that the
  Account holder must visit a Bank branch location to verify their identity to move forward with
  reviewing the Account and any Debits claimed as unauthorized.
  • Once you have authenticated yourself in a Bank branch, you must specify the transactions
  and/or Debits you claim were unauthorized for the Bank to open an investigation.
  
  Sincerely,
  
  
  
  ****** ******
  Consumer Advocacy Program
  Commerce Bank
  ###-###-####

  Customer Answer

  Date: 08/18/2023

  Ms. ****** told me to come into the bank.  I asked for my money.  I didn't receive it.  They said they will reopen the account.  I still did not get your money.  I talked to them yesterday about this. 

• Initial Complaint

  Date:07/08/2023

  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.

  I have recently been scammed and have been very concerned about identity theft, so I have been trying for over a month to cancel my Commerce Bank credit card, which I do not use. I have tried at least 6 times, waiting on hold for over 30 minutes each time, and still have been unable to cancel my account. On the rare 2 occasions where I actually was able to talk with someone, they still were not able to cancel my account over the phone. A month ago, a service representative said they would mail me documents to fill out to cancel the account. I still haven't received them. I have told multiple representatives repeatedly that I URGENTLY want to close this account because I am concerned about identity theft and they just transfer me to someone else where I wait on hold for another 30+ minutes. I have wasted about 5 hours on the phone and after about 6 weeks STILL have this account open. On hold with them again now. Worst credit card company I've ever dealt with. Worst customer service. Absolutely irresponsible of them.

  

  Business Response

  Date: 07/14/2023

  Commerce Bank is planning on responding to this complaint. However, we require additional time to research the issues. Thank you.

  Customer Answer

  Date: 07/17/2023

  Complaint: 20291892
  
  I am rejecting this response because:
  
  It seems to me I have only 3 days to accept or reject a response that only says that Commerce Bank is looking into the matter. While I was called by a Commerce Bank agent after my complaint, and she was friendly and apologetic and able to finally cancel my account, I still wasted roughly 6 hours of my valuable time trying to do something that should have taken no longer than 15 minutes and my time is worth money. I'm partially satisfied but still very disappointed and I'm sure customers are still getting put on hold for ridiculous wait times.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/25/2023

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

  Customer Answer

  Date: 07/26/2023

  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:06/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a 0% APR balance transfer with a 3% transaction fee for a year. The promotion was ending soon so I called in to verify because the statements do not tell me anything about the balance transfer. The agent said to pay off my remaining balance and to call back they would refund the accrued interest to me. Ok cool, no problem. I pay off the remaining balance almost immediately and I call back a few days ago and a total different attitude. The guy said no adjustments unless it is a bank error. I argued it was a bank error that I paid off my loan in May. Apparently, the balance transfer supposed to be paid off by the billing cycle but the statements do not say that, specifically, do not say anything at all about the balance transfer. Very frustrating and misleading especially by being told one thing from one agent and then being denied by the other.

  

  Business Response

  Date: 07/05/2023

  July 5, 2023
  
  ******* ********
  **** ****** ****
  ******** ** *****
  
  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau ID ********
  
  Dear Mr. ********:
  
  Commerce Bank (“Bank”) received your Complaint regarding your credit card ending in ****
  (“Account”).
  
  As stated in your Complaint:
  • You stated that you received a 0% APR Balance Transfer offer with a 3% transfer fee for 12
  months.
  • Once you realized your 12-month promotional period was ending soon, you contacted the Bank.
  You stated that you were told by a Bank representative to pay off the remaining balance, call
  back after you paid off the remaining balance, and then the Bank would refund accrued interest
  to you.
  • After you paid off the balance on the Account and called the Bank back, you were told that no
  adjustments would be made to your Account unless they were the result of Bank error. You
  believed this was an error since you had paid off the balance in May.
  • You stated that, apparently, the balance was supposed to be paid off by the May cycle date but
  your statements do not state that.
  • You believe this is misleading and the Bank should refund interest charged to your Account in
  May 2023.
  
  Bank research and resolution:
  • You were mailed a preapproved promotional offer in 2022 to open a credit card Account with
  the Bank. The offer stated that you would receive a “0% Introductory APR for 12 monthly billing
  cycles after account opening on Purchases and Balance Transfers, then a 17.24% Variable APR
  on Purchases and Balance Transfers after your Introductory Rate period.”
  • You agreed to the terms of the offer and opened your Account on April 7, 2022.
  • You received the 0% Introductory APR for 12 billing cycles, as outlined in the mailed offer. The
  first billing cycle began on April 7, 2022, and the Introductory Rate period ended on April 8,
  2023. The Account was subject to interest at the standard rate beginning on April 9, 2023.
  • On May 23, 2023, you paid the balance on the Account ($644.70). This included an interest
  charge of $11.70 that posted to your Account on May 8, 2023 (the first interest charge on the
  Account).
  • We have not been able to find a phone call from you during which a representative told you to
  pay off the balance and call back about the interest.
  • Since there was no Bank error involved, we will not be refunding the interest charge.
  
  Thank you for the opportunity to respond to this Complaint.
  
  

• Initial Complaint

  Date:05/31/2023

  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.

  Have been charged THREE times for Safety deposit box. Was told in April when I was charged two times that one would be taken off but yesterday received information that I was charged for one more. Actually in March was made to open new box since I took a name off the box I had. I needed to take one name off and put another on. I was charged for the box I closed (Commerce said could not keep same box) and 2 times for the box they made me open. I have used this bank for over 40 years thru many names and this has been my first problem. So far $225.00 has been removed from my savings account. I feel that I should get all of this back for all my troubles. Another thing, I cannot get anyone to call me back. For at least 6 weeks I had a key to the new box but when I tried to get into it was told it had not been approved so I could not get into it even though I had the keys.

  

  Business Response

  Date: 06/07/2023

  The **** is mailing the attached letter response to this consu
  June 6, 2023
  
  *************************
  *********************************
  St. Louis, ** 63114
  
  RE: Your complaint (Complaint) submitted to the Better Business Bureau ID ********
  
  Dear ****************:
  
  Commerce **** (****) received your Complaint regarding your safe deposit box account (Account)
  at our St. *******************. Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  You state that you were charged three times for a safe deposit box Account at the St. *******************.
  You were told that one charge would be refunded but that did not happen.
  You state that in March 2023, you were told you needed to open a new safe deposit box Account
  since you were removing an owner from your current box and adding a new owner.
  You were charged for the box that was closed and twice for the new box that was opened.
  Your savings account has been debited for a total of $225.00 for these charges and you believe
  you should be refunded for these charges.
  You cannot get anyone to call you back. For at least six weeks, you had the key to your new box
  but could not access the box because it has not been approved. You request a refund of $225.00
  
  **** research and resolution:
  You visited the St. ******************* on April 7, 2023 and told Branch personnel that you wanted to
  remove an owner from your safe deposit box and add a new owner.
  You were informed that since the current owner that was to be removed was not deceased, the
  **** would need to close that box and open a new one.
  The **** closed the box and opened a new one on April 7, 2023 and you were charged $75.00 for
  the new box. Unfortunately, branch personnel made an error and charged you another $75.00
  on that same day.
  The branch sent paperwork for the new box to our operations department and problems with
  how the paperwork was completed were discovered. To correct the paperwork, we closed the
  new box and reopened it under the same number box number. This, unfortunately, caused our
  system to automatically charge another $75.00 to your account.
  Due to the paperwork issues experienced, you were unable to access the new box for several
  weeks. We apologize for that inconvenience.
  Our branch manager called you on May 15, 2023 and left you a voicemail. We have no record of
  unanswered calls. We apologize for any communication issues you experienced.
  The box paperwork is now in order and we refunded all three box fees to your account on May
  31, 2023. Please accept our apology for the issues you experienced.
  
  We thank you for the opportunity to respond to the concerns identified in your Complaint.
  
  mer. 

   

  Customer Answer

  Date: 06/08/2023

  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:05/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my bank account in 2021 with no money owed to your institution at the commencement time. I just recently saw that I have a balanced owed to your institution via my credit report. I contacted your main branch in Clayton. They weren't any help. Please have this matter rectified asap. Thank you for your expedited help.
  
  My address at the time was as follows
  **** ********* ***** ******** ******** ** *****

  

  Business Response

  Date: 06/06/2023

  The attached letter response is being emailed to this consumer. 

  June 6, 2023  ***** ****** ********************  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau ID ******** Dear Mr. ******:  Commerce Bank (“Bank”) received your Complaint regarding your closed checking account ending in **** (“Account”). Below is a summary of our findings and resolution.  As stated in your Complaint: • You state that you closed your Account in 2021 with no money owed to the Bank. • You assert that you recently became aware that you have a balance owed to the Bank on your credit report.  You contacted the Bank’s Clayton Branch and state they did not help you. • You want this corrected.  Bank research and resolution: • You opened your Account with the Bank on June 10, 2021. •  You filed a debit card dispute with the Bank on October 21, 2021 for a charge of $360.87 that posted to your Account on September 10, 2021. The Bank filed a formal dispute for this matter and you received provisional credit for the charge on November 1, 2021, pending the result of the Bank’s investigation.  • The Bank’s Disputes Department contacted you regarding the charge. Through conversations with the Disputes Department, you stated that you rented a car from Turo® and retained the car for two additional days from the original planned return date. • You acknowledged that this charge on your Account was for the additional days of rental. You stated that the charge did not read “Turo®” as your original charge for the rental was listed and were, therefore, unsure what the charge was for.  • You stated that the car had mechanical problems and the rental company referred you to their roadside assistance service. When the car had mechanical problems a second time, you stated that the rental company did not give you a new car or otherwise made arrangements for you.  • Your rental agreement contained specific terms regarding problems experienced with the car. o “If the vehicle you’re driving breaks down or won’t start, immediately contact your host. Then call roadside assistance at ###-###-#### (US) or ###-###-#### (CA). Report your location, the suspected problem, and if you are in a Turo Go car. If you are driving a Turo Go vehicle and suspect a dead battery, don’t jump start the car. Wait for roadside assistance to help. We’ll cover the cost to dispatch help to your location. You may be responsible if service was needed because of carelessness, abuse, or a violation of Turo policy. You may also be responsible for damages if your host files a damage claim. If you get a flat tire on your trip, we may charge you the cost to repair or replace the tire if we find that the host wasn’t at fault for the flat. Flats caused by accident or vandalism are unfortunate, but they are the guest’s responsibility. If you’ve chosen the Premier protection plan, you won’t pay flat tire costs. Read more about flat tire charges.” •  By renting through the Turo® platform, you agreed to those terms. Although the terms required you to do certain things in the event of mechanical issues with a rented vehicle, you did not return the car to the rental company.  • In a phone conversation with our Disputes investigator on November 30, 2021, you acknowledged receiving a letter from the Bank requesting more information about the car rental. This letter was mailed to your ********* address in Richmond Heights on November 1, 2021. During the phone call with the Bank’s investigator, you stated you would send the Bank requested additional information on the car rental and your dispute. The Bank did not receive any additional information.  • On December 24, 2021, you transferred the available account balance of $451.50 via PayPal.  • On January 18, 2022, you were mailed a letter informing you that the dispute was declined and that the Bank was removing the provisional credit.  • On February 4, 2022, you contacted the Disputes Department by phone after receiving our letter informing you that your dispute was denied and that the Bank was removing the provisional credit. It was explained to you that, as you requested to maintain possession of the car for the two additional days and you used the car, your dispute was declined. You then terminated this call prematurely.  • On March 16, 2022, you received a monthly statement notifying you of the negative balance on your account.  • Your Account was closed by the Bank with a negative balance of $-360.87 on March 22, 2022. You are responsible for the remaining negative balance as you are responsible for the charge that was denied. Please contact the Bank Recovery Department to pay this debt at ###-###-####.    We thank you for the opportunity to respond to the concerns identified in your Complaint.   

• Initial Complaint

  Date:04/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had credit card of Commerce bank. When I file the form I had do transfer balance from my paypal credit card to commerce credit card but after that about 2 week. I called ###-###-#### canceled. But after they still show up on my commerce credit’s balance. I did not receive any money from them. Why now I own that??? It from where. After that I still call back that number and tell them that problem. They said they request refund money back for me. I need wait 10 days. I’m ok. But after that not any thing happen. I called again few times like that. Waitting waiting and waitting. And still not refurn back for me. Now is almost 3 months already. I’m really upset now. Are you scam??????? I don’t want talk bad but. Commerce bank is so terrible. I will talk with every people I know about that. How’s Commerce bank work.

• Initial Complaint

  Date:04/14/2023

  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.

  This bank forced me to drive up to their branch 5 times to correct the signature card and pick up my instant issue debit card. Each time I was unable to pick up my debit card and they not only wasted my valuable time, as I work during banking hours and had to take time off, but my gas money as well and I drove a full size truck. Then my wife went in to see what was going on with my debit card and they lied to her about mailing it out on March 30th. It's now April 14th and I was just told that they never mailed it out and were waiting for me to come pick it up, a 8th trip to the bank. They have cost me 7 hours of work, which I make $52 an hour, but uneeded wear and tear on my truck and a ton of gas because of their direct incompetence. I wish to be compensated for my wasted time, gas and my wife's wasted time.

  

  Business Response

  Date: 04/21/2023

  ****************,
  Commerce **** (****) received your Complaint regarding your **** checking account ending in **** ******************* ******* account ending in **** (Savings Account) and debit cards ending in **** (Debit Card(s)). Below is a summary of our findings and resolution.
  In your Complaint:
  You allege that the **** required you to visit the **** branch (Branch) five (5) times to correct signature cards (Signature Cards) for the Checking Account and Savings Account.
  During each visit, you were unable to pick up the corresponding Debit Cards for the Checking Account which resulted in a waste of your time.
  You state that your wife also visited the Branch and was misinformed your Debit Card had already been mailed. You were then later informed your Debit Card had not been mailed and was available to be picked up at the Branch (Instant Issue).
  You have requested compensation for the time this matter took.
  **** research and resolution:
  **** records confirm Signature Cards for the Checking Account and Savings Account were completed on February 23, 2023, at the Branch.
  When you visited the Branch on March 29, 2023, it was discovered the Signature Cards had not been processed due to a clerical error, and the Branch made the needed correction at that time. We apologize this was not completed correctly when you initially visited the Branch.
  **** records confirm the Debit Card for your wife was mailed and your Debit Card was available for Instant Issue, which you received at the Branch on March 30, 2023.

  You spoke with the **** Branch Manager (Manager) on April 17, 2023, who apologized for the original delay regarding the Signature Cards. The Manager advised that you may contact him directly with any future banking needs. Please also accept our apology for any inconvenience this caused.
  As a tangible sign of our apology for your service experience, we are sending you a $50.00 **** gift card, which will arrive separately in **** business days.
  We thank you for the opportunity to respond to the concerns identified in your Complaint. Should you have any questions, you may contact me directly at the number listed below.
  Regards,
  *************************
  Consumer Advocacy Program

  Customer Answer

  Date: 04/21/2023

  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:04/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a personal checking with this company on march 4th I was scammed out of 500$ on my personal account with this bank reported to there fraud department immediately they informed me that I should be able to get help with the scam on my account and should able to credit me the money back to account I was contacted the next day by there fraud department and the lady on the phone was very rude and acted like she didn’t want to help me at all or listen to really what I have to say I waited for a few days was told I’d get a credit in 5 days went to my local bank where I lived to see if they could help me and come to find out according to the teller she told me they denied the fraud on my account but I never received a statement or really was told why also come to find out to that they had my address wrong also so when they originally send my debit card when I opened my account well anyone could have taken that and used it then today 4-12 I called and was on the phone with someone but they kept giving me the run around so I decided today to go back up to my local bank and talk to someone face to face about what was going on I was scammed I just want the money that was stolen out of my account this company doesn’t obviously know how to treat people or doesn’t want to help there customers at all pretty sad honestly I hope someone can help me because 500$ to be taken out of your account it’s a lot of money thanks

  

  Business Response

  Date: 04/20/2023

  April 20, 2023
  
  **** *****
  **** ************ ***** *** ****
  ****** ***** ** *****
  
  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau ID ********
  
  Dear Mr. *****:
  
  Commerce Bank (“Bank”) received your Complaint regarding your claim of fraud on your checking
  account ending in **** (“Account”).
  
  As stated in your Complaint:
  • You stated that you were scammed out of $500 on March 4, 2023, and you reported this
  immediately to the Bank’s Fraud Department.
  • You stated that you were told you should be able to get your money back.
  • You stated that you were contacted by the Fraud Department and the representative treated
  you rudely.
  • You also stated that the Bank did not have your correct address and you did not receive a
  statement or letter.
  
  Bank research and resolution:
  • You opened your Account with the Bank on March 13, 2023. You would not have received a
  statement on the Account until after April 13, 2023. A statement was mailed to you on or about
  April 16, 2023. However, the statement was produced prior to your address being updated to
  show Apartment **** (instead of Apartment ***). Attached to this letter is a copy of that
  statement.
  • On April 11, 2023, during a call to our Customer Service Department, you informed us of our
  error in your address. We put through a correction of the address.
  • You filed a dispute with the Bank on April 5, 2023, regarding three debits that posted to the
  Account on April 4, 2023 (not March 4, as stated in your Complaint). These three debits (totaling
  $500.00) were cash transfers from your Account through third party transfer entities.
  • A representative of our Fraud Department spoke with you on April 5, 2023, where you explained
  that you executed the transfer of funds on April 4, 2023, after receiving a message through
  social media asking for money. You admitted to authorizing the transfers but believe you were
  scammed and said that this happened to you previously while you were with another bank.
  • After reviewing recordings of calls you made to the Bank, and the call our Fraud Department
  made to you, we found that Bank representatives were not rude in their conversations with you.
  • On April 6, 2023, the Bank denied your dispute and mailed the attached letter to you. Again, this
  letter was sent out before we corrected your address.
  • Because you authorized and executed these items, they are not considered fraudulent. The
  Bank will not be refunding these funds.
  
  Thank you for the opportunity to respond to this Complaint.