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:04/11/2023

  Type:Order 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 never in my life had Commerce Bank. Never applied for an account with them. All of the sudden Commerce Bank is sending me junk mail to my address with my name on it. I emailed them to please remove my address and they still continue to do so. My address is on the federal do not mail list and Commerce a bank is violating that list by soliciting to me.

  

  Business Response

  Date: 04/14/2023

  Dear ****************,
  Commerce **** (****) received your Complaint. Below is a summary of our findings and resolution.
  As stated in your Complaint:
  You state you have never had an account or applied for an account with the ****. Recently you have been receiving solicitation mail (Mailers) from the **** with your name and address.
  You state you have emailed the **** to remove your address, but have continued to receive Mailers.
  You state your address is on the Federal do not mail list and the **** is violating this with the Mailers.
  **** research and resolution:
  **** records confirm no record of you having any account with the ****.
  The **** researched the email address you provided on the Complaint and can find no record of receiving any emails from you.
  The **** was unable to confirm whether your information was listed to receive Mailers from the ****. In an effort to ensure your information is not listed to receive Mailers from the ****, the **** has expressly excluded your address from any future Mailers as of April 12, 2023. Please note that if your address was listed to receive Mailers any generated Mailers prior to April 12, 2023, may still arrive at your address, but no future Mailers will be sent per your request.
  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 ****
  ************

  Customer Answer

  Date: 04/15/2023

  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:02/24/2023

  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.

  on 2/3 I deposited 2 checks from clients to my business checking account using a Commerce ATM. The checks were correctly written out to my business, ******** ******* ***, using a DBA (******* *********) that I registered with the state of Missouri and correctly filed with the ******** location of Commerce Bank. I have made multiple deposits to my account with checks that were written out to ******* ********* over the past 6 months. Commerce refused to correct this mistake and then proceeded to mail the checks to an incorrect address. I now have to ask my clients to cancel payments on these checks and issue new ones at their own expense. While all of the customer service representatives I've spoken with have been helpful, not a single manager has contacted me, even though I've been told that they would.

  

  Business Response

  Date: 03/03/2023

  March 3, 2023
  
  *** *******
  **** *********** **
  *** ****** ** *****
  
  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau, ********
  
  Dear Mr. *******,
  
  Commerce Bank (“Bank”) received your Complaint regarding your Bank business checking account
  ending in **** (“Account”). Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • On February 3, 2023, you deposited two (2) checks (“Checks”) from clients into the Account
  using a Bank ATM. The Checks were made payable to ******* ********* (“******* *********”)
  which you believed had been added to the Account previously, around six (6) months ago at the
  Bank’s ******** branch (“Branch”) location.
  • You have state you have made previous deposits successfully to the Account with checks
  payable to ******* *********, but these Checks were rejected. You claim the Bank refused to
  correct this matter and that no one at the Bank has contacted you regarding the Checks even
  though you were informed someone would.
  • You express you feel you must now contact your clients to ask they issue replacement checks at
  their expense.
  
  Bank research and resolution:
  • The Branch has no previous record of a request to add a DBA to the Account. At the time the
  checks were deposited, a Registration of Fictitious Name had not been filed on behalf of
  ******** *******, *** with the Missouri ********* ** *****. Rather, on January 27, 2022, a
  Registration of Fictitious Name had been filed on behalf of you, individually, allowing “*******,
  ********” to do business as “******* *********.” Therefore, the checks were properly rejected
  according to Bank procedure.
  • The Branch also has no record of your request to be contacted. On February 27, 2023, you
  visited the Branch and added ******* ********* as a DBA title to the Account which required
  you to update the Account’s signature card.
  • The Branch confirmed with you on February 27, 2023, that the address on file for the Account is
  correct. A copy of the two returned Checks were mailed to that address. Those copies are able
  to be negotiated as the Account has updated to include ******* ********* as a DBA, and a
  Registration of Fictitious Name was filed on behalf of ******** *******, *** with the Missouri
  ********* ** *****. So, you would not need to request replacement checks from your clients.
  Should you have any further questions regarding the Account or the Checks, you may contact
  the ****** *******, ******* *******, directly at ************.
  
  Thank you for the opportunity to respond to the concerns identified in your Complaint.
  
  Sincerely,
  
  
  
  ****** ******
  ******** ******** *******
  Commerce Bank
  ************
  

  Customer Answer

  Date: 03/07/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  

  -The business falsely claims that they have no record of a fictitious name being registered at the ******** branch.

  Since
  Commerce sees fit not to issue any kind of documentation when a
  fictitious name is registered with them, there's no way to know who's
  telling the truth. I know that I sat in the ******** branch with a woman
  who worked for Commerce and who assured me that my fictitious name

  had
  been correctly added to my business account. I'm also 90% certain that I deposited checks to my business account in the late fall of 2022 that were written to "******* *********."

  It's the bank's problem
  that this employee didn't create any record of the interaction. Since I know that I went through this process in that branch, I know that the business is either being untruthful, or is so poorly managed that they don't know what's going on in their branches.
  

  
  

  
  

  -The business falsely claims that there was no record of a request for them to contact me.
  

  I
  called Commerce Bank's customer service 5 times following this deposit dispute and was told on 2
  different occasions that a manager would call me. I didn't request to be contacted, the customer service representatives assured me that a manager would call me.

  No manager ever
  contacted me. It's Commerce's responsibility to keep a record of their
  customer service notes and phone calls.
  

  
  

  -The business notes that I confirmed my address on February 27, 2023 after which the checks were returned.

  When I spoke with their customer service representative about when these rejected checks would be arriving, I was given a USPS tracking number as the checks had already been mailed. This tracking number showed that the checks had been sent to a PO Box in ********* ****, MO.

  When I asked why they were sent there, I was told "I don't know." When the representative asked the department who had mailed the checks why they were sent to a PO Box in ********* ****, he was told "We don't know why, that's just where they were sent."

  That's clearly not the same thing as being told "We need to verify your business address"

  
  

  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 03/15/2023

  Please see the attached that was mailed to the consumer. 

  March 15, 2023
  *** *******
  **** *********** **
  *** ****** ** *****
  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau, ********
  Dear Mr. *******,
  Commerce Bank (“Bank”) received your rejection of the Bank’s response to your Complaint regarding
  your Bank business checking account ending in **** (“Account”).
  At the time the checks were initially deposited, the only Registration of Fictitious Name on file with the
  Missouri ********* ** ***** was one authorizing ******** *******, individually, to do business as
  “******* *********.” See the enclosed Registration filed January 27, 2022. A Registration of Fictitious
  Name allowing ******** *******, *** to do business as “******* *********” was not filed until March 2,
  2023. See the enclosed Registration filed March 2, 2023. Therefore, the Bank could not have received
  the correct documentation required to accept the checks prior to March 2, 2023. On February 27, 2023
  you provided the ******** branch with the initial Registration filed on January 27, 2022. The branch
  made an error when it used that documentation to add “******* *********” as a fictitious d/b/a for
  ******** *******, ***. However, since the bank was able to obtain the correct Registration, filed on
  March 2, 2023, we are now able to accept checks made payable to ******* *********.
  We regret if you were ever promised a call back from a manager regarding this matter. A review of all
  recorded calls found no such promise.
  We agree that the tracking number you were provided initially showed the Checks were sent to a PO
  Box in ********* ****, MO. We are unsure why the USPS did this. However, the Bank has confirmed you
  signed for the delivery of the Checks on March 3, 2023, when they were delivered to the address on file
  for the Account, **** ******** *** ***** ****** ** *****.

  Customer Answer

  Date: 03/15/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  The bank is still not acknowledging that one of their employees went through the process of adding my DBA "******* *********" to my business account in the fall of 2022.

  This employee (a female at the ******** branch) understood that I wanted to add ******* ********* to my business account, which is registered to ******** ******* ***. She

  never mentioned that there was a problem with my DBA being registered to my personal name and not to my ***. I relied on Commerce Bank and their employee to guide me

  through this process and inform me of anything I was missing or needed to change. I was never told that my DBA could not be added to my business account because the registration

  with the ********* ** ***** was incorrect. I found this out months later when 2 checks from my clients were rejected for deposit and even then, I had to call Commerce 3 times before they were

  able to tell me that there was no DBA linked to my business account.

  The fault in this entire debacle is with Commerce and their representatives. I was assured by a banking specialist that my documentation was in order and that I could deposit checks

  to my business account that were written to ******* *********. If the State registration and paperwork was not in order as now appears to be the case, I should have been contacted by Commerce to let me know that what I was originally told was incorrect.

  Furthermore, Commerce issues no documentation of these interactions so I have no way to prove that this interaction ever took place. I find it very problematic for a business to provide no concrete means for customers to document that business' mistakes.
  

  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:02/16/2023

  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.

  In De2022, I updated the beneficiaries on (3) accounts at a different institution. Upon completion, the credit union sent me (3) confirmation letters for the updates... issue, (2) were addressed properly (Mark N@16xx **** Dr) and (1) was addressed to a beneficiary of mine also at 16xx **** Dr. ** other person has lived at **************** in 30 years - just ************ I immediately called the credit union (12/29/22) and they apologized for the error. Thought it was a done issue.....until 2/13/23 - Commerce Bank sent one of my beneficiaries a checking account offer to my address (****************).. coincidently the "same" error the credit union made. Spent approximately 2 hours on the phone with Commerce on 2/15/23 - bounced around and eternal holds. Spoke with (2) reps **** (*****) and ***** (*****) before speaking with supervisor **** (*****). I wanted to know how they got the erroneous name/address association. Who did Commerce purchase the erroneous info from? How did they acquire the info? The initial credit union is still investigating, but insisting they did not share or sell any of my info. Commerce insists they do NOT purchase any potential customer contact info, but could not explain how they got the clearly erroneous name/address info. The supervisor did finally admit Commerce Bank did participate in "3rd party sharing" - no details. I suspect it just means they contract the dirty work to others - as in procure the contact lists. Commerce was frustrating.. simply opting out of any further communications from Commerce doesn't fix the big issue and stopping it.I want to know who is disseminating this info and how are other institutions getting it?The situation is already out of hand as I am getting additional solicitations sent to 16xx **** Drive but not addressed to me, but my beneficiary (original mistake). Pretty amazing the error name/address continues to make the rounds, yet no one shared it, sold it, bought it.....nothing. Who are the data brokers?

  

  Business Response

  Date: 03/02/2023

  The **** mailed the attached letter response to the consumer. 

  Commerce **** (****) received your Complaint regarding a checking account offer mailed to someone
  else at your address. Below is a summary of our findings and resolution.
  As stated in your Complaint:
  You recently changed your beneficiaries on accounts at your credit union. The credit union mailed
  letters acknowledging the account changes.
  One of the letters sent by the credit union was addressed to one of your beneficiaries at your
  address. You state that no one lives at the address except you.
  You received a checking account offer in the mail from the **** addressed to the beneficiary.
  You want to know how the **** received the name of your beneficiary and your address. You are
  now receiving additional solicitations from other businesses addressed to the beneficiary at your
  address.
  **** research and resolution:
  The ****, like many businesses, sends mailings to prospective customers. Similar to many
  businesses, the **** purchases lists of prospective customers from data base marketing vendors
  who provide lists based on their clients specified criteria. We do not divulge the names of our
  vendors.
  Data received from these vendors and utilized in the ****s marketing program fully adheres to
  all marketing and privacy laws. Some common sources these vendors utilize include the following:
  o New phone number connections;
  o New utility connections;
  o Deed information from thousands of courthouses;
  o Change of addresses from financial transactions/private company customer files/etc.;
  and
  o Magazine subscription filings
  Upon receiving your complaint, we contacted our vendor to help determine how your information
  and the beneficiarys information were obtained. Our vendor informed us that in this case, a
  property deed modification occurred in January 2023 that was registered for your address.
  Unfortunately, it was interpreted to mean a new homeowner was living at the address. This was
  an error and we apologize for it.
  We will add your address and beneficiarys name to our Do Not Solicit list so that no additional
  mailings are addressed to them at your address. We will also add your name and address to our
  Do Not Solicit list. We appreciate you bringing this issue to our attention. We endeavor to use
  accurate information when contacting prospective customers and correcting these issues is
  important to the ****.
  We thank you for the opportunity to respond to the concerns identified in your Complaint

  Customer Answer

  Date: 03/03/2023

  Complaint: 19414979
  
  I am rejecting this response because:
  
  While I appreciate Commerce **** determining what happened, they failed to provide the vendor name so I can get them to stop further disseminating the erroneous information. Additionally, the response did not indicate Commerce requested the vendor to remove the information and stop distributing it. I continue to have **** mail from every type business you can imagine, some legitimate businesses and others that are clearly scams.  Simply removing me from further Commerce **** communications doesnt solve the real issue. I need Commerces vendor to stop peddling my incorrect information. I need help to get this nonsense resolved.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/06/2023

  Commerce Bank does not reveal the names of vendors used to purchase databases or mailing lists.

  Customer Answer

  Date: 03/06/2023

  Complaint: 19414979
  
  I am rejecting this response because: The "vendor" that provided Commerce Bank and many other institutions erroneous name/address (me/my families) information needs to be notified for corrections as the issue continues to be propagated exponentially. Unbelievable how many companies (legit or not) continue to send improper mailings through USPS.

  If no one is going to engage the "vendor", how to I get this nonsense stopped?  If it was your family or maybe one of Commerce Bank's execs or ***** of ********** I suspect more WOULD be done. 

  The whole dirty process of peddling customer information (legal or not) stinks.... and everyone wonders how identity theft happens.... yeah it's a shocker.  Commerce Bank's vendor needs to stop selling erroneous information related to me.... how is that going to happen?  

  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/25/2023

  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 been a customer of Commerce Bank since 1996. I've been getting a $3 charge every month that is an ACH debit with a description of "benefit package" as long as I can remember. In the past, when I inquired about it, Commerce told me that it is associated with my pension or social security auto-deposit. When I told my daughter this on Dec 28, 2022, she didn't think that made much sense. She spent 4 hours on the phone with Commerce Bank and Commerce finally gave her the customer ID number of the ACH debit, she called the debiting bank (*****) and ***** gave her the name of the vendor that is withdrawing from my account every month. The vendor (********) told me that they are not charging me the money, but someone is using their name to defraud people. I am not the first person to call in regarding these similar charges. They gave
  me the vendor that is defrauding me (******** ************). I filed a fraud claim on 12-28-22 with Commerce and they told me someone will get a hold of me within 24-48 hours but no one ever did get back to me. The number they provided me for the fraud department (**************) is always busy. I've tried for days and finally went into a branch today and spent another 3 hours with a personal banker named ********* ******. She was very empathetic to help me but she also got the run-around from Commerce back office. They told her that I needed to contact ***** (the debiting bank) to see how I can get my money back. They also tried to sell me a protection plan for $4.99/mo for a $3/mo ACH debit that I didn't authorized. When I asked how did someone take money from my account without my authorization or signature and they said that as long as they can obtain my bank and routing number, they can do that without any signatures. I feel like that's a total security
  failure since anyone can get that information from a check that I write. They finally gave me a case number (*****) but gave me $36 dollars back when I've had over $400 taken out of my account over the years. I'm 74
  years old and have language barriers. I need assistance from my daughter to resolve this issue but Commerce is has been giving me the run-around so that I am discouraged and drop the case. I don't know much about technology and never imagine that someone can steal from me straight from the bank without me authorizing it. It takes 7 hours to get to the bottom of a $3/monthly charge. This is their way of discouraging me to do anything about these charges. I bank with a local bank with a physical location so that I can hold someone accountable, but it looks like they all direct me to a 1-800 number where people transfer me all over the place and never to the right department and a number that isn't working. Can you please help recover the remaining money that has been taken out of my checking account without my authorization?

  

  Business Response

  Date: 01/30/2023

  January 23, 2023
  
  *** ****
  **** ********* ***
  *** ****** ** *****
  
  RE: Your complaint (“Complaint”) submitted to the ******** ******* *****************
  
  Dear Ms. ****,
  
  Commerce Bank (“Bank”) received your Complaint regarding your Bank checking account ending in **** (“Account”).
  Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • The Account has been receiving a $3.00 ACH monthly debit with the description of “benefit package”
  (“Charges”). You claim that when you previously inquired about these Charges, the Bank informed you the
  Charges were probably associated with your pension or social security. You recently mentioned this to your
  daughter who contacted the Bank on December 28, 2022, to get more information on the Charges. After being
  provided the debiting bank and vendor information, you determined the Charges to be fraudulent and filed a
  case (“Case”) with the Bank.
  • You express you have spent hours trying to get this matter resolved and feel you are getting the run around. You
  ask that the Bank help recover the funds from the Charges.
  
  Bank research and resolution:
  • Bank records confirm the Case was opened on December 28, 2022. We regret if there was a misunderstanding
  about the process, but under Section VII(D) of the Deposit Agreement, that was provided at Account opening
  and can be found at ************************************** the Bank has up to ten (10) business days to
  investigate these types of matters.
  • Under Section III(B)(1) of the Deposit Agreement,
  
  [y]ou must promptly review statements and any accompanying items. Notify us in writing of any dispute
  or difference of account for any reason, including but not limited to, any improper or unauthorized
  charges or calculations, unauthorized debit, any unauthorized signature, lack of signature, alteration,
  errors or other disputed matters including fees or charges that have been assessed to your account(s).
  You must promptly report to us any encoding error on any item posted to your deposit account.
  . . .
  For disputes or differences involving EFTs [Electronic Funds Transfer], see Section VII of this Agreement.
  
  Under Section VII(D), if you think there is an error regarding an EFT listed on a statement or receipt, you must
  notify Bank, “no later than 60 days after we sent the FIRST statement on which the problem or error appeared.”
  
  Moreover, under Section VII(B), you must,
  
  [t]ell us AT ONCE if you believe your card, access code, password, or PIN has been lost or stolen, or if you
  believe that an electronic fund transfer has been made without your permission using information from
  your check.
  . . .
  Also, if your statement shows transfers that you did not make, including those made by card, code or
  other means, tell us at once. If you do not tell us within 60 days after the statement was mailed to you,
  you may not get back any money you lost after the 60 days if we can prove that we could have stopped
  someone from taking the money if you had told us in time.
  
  • Although the Charges began in 2010, you did not report them to the Bank as unauthorized until December 2022.
  Had the Bank been timely notified of the purported unauthorized charges, the Bank could have prevented any
  additional charges. As such, the Bank’s potential reimbursement limit would be the initial unauthorized charge
  plus two possible unauthorized charges occurring within 60 days of you receiving the first disputed statement.
  Thus, the Bank’s potential reimbursement requirement for three (3) disputed charges is $9.00. The Bank,
  however, appreciates you being a long-time customer. So, as a courtesy, the Bank provided you credit for
  twelve (12) of the purported unauthorized Charges, totaling $36.00. This was credited to your Account on
  January 13, 2023.
  • We apologize if you experienced any long hold times while trying to resolve this matter. The Case is now
  finalized.
  
  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,
  
  
  
  ****** ******
  ******** ******** *******
  ******** ****
  ************

• Initial Complaint

  Date:12/19/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/19/22 around 9:20am-9:32am I deposited my check into the atm from my employer. The atm gave me an error message and was not able to process. The atm made a odd noise and did not spit my check back out or ever give me the option to cancel the deposit. I then went to my checking on the atm screen and printed a account balance receipt and saw that the check did not deposit, which I figured since it never asked me. to enter the amount. I immediately ordered an uber and headed to the Commerce Bank Branch downtown at *** *********** The teller took my account balance reciept, along with my debit card and a picture I had on my phone showing proof of how much the check was. He contacted customer service and they told him by 12pm they will have a credit posted for me to use until my check was retrieved from the ATM. AT 12pm my account still had no update so I called the teller who I was working with at the branch and he said he would give me a call back once he reaches back to customer service. At 3pm I still had not receive a callback or a update in my account and contacted the branch again, and he said the previous rep gave inaccurate information and I need to call the ******* **** myself. This has been so frustrating because I have been getting the run around and I really need my problem resolved. Something that's not my fault at all. The check was new not tears or bends. I just really need my issue resolved and would love if someone can help me retrieve my check/money.

  

  Business Response

  Date: 12/23/2022

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

  Commerce Bank (“Bank”) received your Complaint regarding your **** *** ********** ******** ** ****

  (“Account”). Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  • On December 19, 2022, you deposited a check into the ATM, but the ATM displayed an error
  message and the funds from the ********* check (“Funds”) were not credited to the Account. You
  went to a Bank branch location to file a dispute (“Dispute”) and a Bank representative (“Banker”)
  informed you the Funds would be credited that day by 12pm. When the Funds did not post in the
  Account at 12pm, you contacted the Banker. You were informed the Banker would research the
  matter and call you back. As of 3pm, you had not been contacted by the Banker, so you contacted
  the Banker again. During this contact, you stated you were informed you would need to contact
  the Bank’s Dispute department directly.
  • You stated you are frustrated because you feel you are getting the run around and need this issue
  to be resolved and the Funds credited to the Account.
  
  Bank research and resolution:
  • Bank research confirms the Dispute was opened on December 19, 2022. We regret if the Banker
  provided you any incorrect information. Dispute credit can take 7-10 days and would not have
  been issued the same day the Dispute was initiated. We are addressing this with the Banker.
  • Bank records confirm the ATM has been serviced and the Funds were credited to your Account
  on December 22, 2022.
  
  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.
  

• Initial Complaint

  Date:10/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have several accounts with Commerce I have checking, credit cards, and savings accounts. One of my accounts was a savings for my daughter and Commerce allowed someone else to pay a Discover out of my daughters account. This was on the 17th. It's the 28th and I still don't have my money back. The people at the bank wont give any information other that to tell me there has been a dispute filed. They say they have 10 days to investigate. So if I had bill to pay and stuff bouncing or overdraft charges that would just be on me while I wait for you to give me my money back? They allowed someone to steal money from my accout in someone else's name and it's just my problem? I've never dealy with such a mess. Do not do business with this bank they are crooked!

  

  Business Response

  Date: 11/07/2022

  The Bank responded to this consumer by mailing her the attached letter response. November 7, 2022
  
  ***** ******
  **** ***** *****
  ********* ** *****
  RE: Your complaint (“Complaint”) to the Better Business Bureau ID ********
  
  Dear *** *******
  Commerce Bank (“Bank”) received your Complaint regarding your savings account ending in **** (“Account”). Below is
  a summary of our findings and resolution.
  
  As stated in your Complaint:
  • You stated that a savings Account owned by you and your daughter was debited to pay a bill for another person
  on October 17, 2022.
  • You state that as of the date of your Complaint, October 28, 2022, you do not have your money back.
  • You were told by the Bank that a dispute had been filed and the Bank had 10 days to investigate the dispute.
  • You want the Bank to refund the money wrongfully debited from your Account.
  
  Bank research and resolution:
  • You contacted the Bank on October 20, 2022, and stated that there was an unauthorized charge from Discover
  for $200.00 on your savings Account.
  • The Bank filed a dispute and explained that our Dispute Department would investigate this debit and has 10
  business days to issue provisional or final credit to the Account.
  • On October 28, 2022, the Bank issued final credit to your Account and closed the dispute.
  • On October 31, 2022, you asked the Bank to close both of your savings accounts and we have done so.
  
  Thank you for the opportunity to respond to this Complaint.

• Initial Complaint

  Date:10/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Commerce bank has charged me, 6 overdraft fees, at 36 dollars a piece, for a total of 216.00
  
  I want them refunded. I've already contacted their customer support and waited for over 40 minutes just to speak with a supervisor. They tried to refund just 3 of the overdrafts to avoid having a supervisor speak with me, I demanded to speak with a supervisor.
  
  Once I spoke to a supervisor all she did was speak over me and told me she couldn't do anything because of policy, but she couldn't provide the policy she was quoting. Super unhelpful
  
  The practices and tactics they use to acquire overdraft fees are predatory and they should be brought to justice for stealing money from people, they've been convicted before and it needs to happen again.

  

  Business Response

  Date: 11/02/2022

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

• Initial Complaint

  Date:09/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need assistance with resolving an issue with Commerce Bank and **** *********. **** ********* was taking automatic insurance payment out my account for a car that was formerly owned by my daughter. Unfortunately, due to the untimely death of my daughter I attempted to cancel the policy because I am no longer in possession of the car. Initially, **** ********* was given me difficult time but after I sent in a copy of her death certificate they finally agree as of March of 2022 to cancel the policy, but the payment continued to come out of my bank account. Commerce bank suggested that I open a new account as this would be a full proof way to prevent **** ********* from taking money out of my account. I did as my bank suggested but only to find out that my original account was never closed, and all the automatic payments connected to my former account are continuing to post which has caused me to have a wealth of overdraft fees as well as late fees on Mortgage and other accounts because Commerce Bank never closed the original account. This entire process has resulted in tremendous loss of money and Commerce Bank has done absolutely nothing to correct their wrong and **** ********* automatic payments have not stopped, and Commerce Bank has not. made any attempts to assist me with this matter. I am very upset by the deceptive practices, and I need assistance with resolving this matter as I also feel like discrimination could be a big factor in this entire process. The number to the original account was that should have been closed is **** and the number to the new account is ****.

  

  Business Response

  Date: 09/14/2022

  
  
  Mr. *****,
  
  Commerce Bank (“Bank”) received your Complaint regarding your Bank checking account ending in ****
  (“Account”). Below is a summary of our findings and resolution.
   
  Bank research and resolution:
  • The Bank had a previous dispute (“Dispute”) for the April 2022 Payment that was denied due to
  information provided by the Merchant that stated you authorized the Payment.
  • However, the Bank reopened the Dispute upon review of the Policy cancellation notice letter
  you provided from the Merchant. As a result, the April Payment of $594.17 was credited to the
  New Account on September 9, 2022.
  • You opened the New Account on July 5, 2022, but requested the Account remain open for
  deposits you were expecting to the Account. You then continued to use the Account.
  • On August 26, 2022, you contacted the Bank and asked that the Account be closed.
  • Due to an administrative error, this request was not completed in August 2022.
  • Your Bank Branch Manager then submitted for the Account to be restricted to any debits and
  start the closing process on September 2, 2022.
  • On September 9, 2022, you were mailed an ACH cancellation form for your Bank vehicle loan
  automatic payments that were being debited from the Account. You need to please provide
  your New Account number to any merchant/financial institution, including the Bank, for any
  automatic payments you wish to now debit the New Account.
  • The Account incurred six (6) Fees and all 6 Fees have been refunded to the Account.
  
  Thank you for the opportunity to respond to the concerns identified in your Complaint. Should you have
  any questions, you may contact me directly at the number listed below.
  
  
  
  

• Initial Complaint

  Date:08/17/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2, 2022 the bank had an issue with deposits posting. I was stuck in a storm trying to access a deposit in order to get gas. The chat employee had no resolution and when I insisted this needed to be resolved she said she could offer an overdraft courtesy so I could get gas and would go back the following Wednesday and waive any fees and change the account back. She never asked for my consent to make the changes and simply called it a courtesy. Between that time and when I recalled the adjustment on 8/8 I had incurred $629 in overdraft fees due to the unauthorized adjustment allowing charges to continue to post. I called the bank 8/8 and spoke with an employee who researched with her supervisor with me on hold for an hour and they concluded the fees were owed to me and would submit the request. Employee advised since it was after 2:15pm the request would be returned the following day, 8/9. Everyday since (excluding Sunday 8/14) I have spent at least an hour on this issue calling or chatting with support staff and everyday an employee says, we dont know why the funds arent returned yet, it will be processed tonight, available tomorrow. I have spoken with at least 7 customer service employees, 2 supervisors directly, and 3 supervisors through customer support staff. There was also allegedly an internal investigation opened 8/12. ************ and his supervisor *******, I was supposed to receive a message from the team doing the investigation on 8/12 and have heard nothing to date. Last correspondence with the bank was with customer support on 8/16 around 12pm CST. Employee **** stated, I was able to get in touch with someone in our department that processes overdraft refunds and they did confirm with me that this $629 refund will be processed today and available tomorrow. The funds are still not available and I no longer have tolerance for bank staff to continually lie in order to pacify me. The funds need to be returned and staff needs to be communicating.

  

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  *****************************
  14718 ******************************************************
  
  RE: Your complaint (Complaint) to the Better Business Bureau, ID ********
  
  Dear ********************:
  
  Commerce **** (****) received your Complaint regarding your checking account (Account) ending
  in ****. Below is a summary of our findings and resolution.
  
  As stated in your Complaint:
  You state that you called the **** on July 2, 2022, and reported a posting issue involving a
  Venmo deposit to your Account.
  The **** representative explained this was due to a system outage. When you informed the
  representative that you were unable to purchase gas they offered to change your Account so
  that overdrafts could occur and change it back after the purchase and waive any overdraft fees.
  On August 8, 2022, you called the **** and reported that overdraft fees posted to your Account
  because the original representative had not changed your overdraft election back to the original
  setting. Therefore, overdrafts were permitted to occur, and you asked that the **** refund the
  fees, which totaled $629.00.
  You state that you were told that a request would be submitted to refund the fees to your
  Account.
  You called the **** several times after that call because you had not received the refund to
  your Account. You were supposed to receive a message from the **** on August 12, 2022, and
  did not receive anything.
  You ask that the **** refund the overdraft fees.
  
  **** research and resolution:
  Our research showed you called the **** on July 2, 2022, and stated that you had just made a
  Venmo transfer of cash into your Account, and it was not yet showing in your balance. The
  representative you spoke with assured you that she could change your Account so that
  overdrafts would be permitted and would change it back to your original option on the following
  day. Our research shows that the representative failed to change the option back to your
  original selection. This error led to items being allowed to overdraft your Account and caused
  overdraft fees totaling $629.00.
  Research also found that the representative stated this issue was possibly due to a system
  outage. That information was incorrect, there was no system outage and the item posted within
  the normal timeframe. In the future, be aware that Venmo deposits can require additional time
  to post to your Account and may not show instantly in your Account. Since July 2, 2022, was a
  Saturday, the item would not have posted until the following business day which was Tuesday.
  The deposit you made on July 2, 2022, from Venmo posted to your Account on July 5, 2022.
  You contacted the **** on August 8, 2022, to alert us to the fees and the problem with
  overdrafts. The **** returned your overdraft setting to its original option and requested that a
  refund of $629.00 be credited to your Account. We apologize that this refund was not processed
  immediately and that you were forced to contact the **** after that call to follow up on the
  request.
  The refund of $629.00 was credited to your Account on August 17, 2022. We apologize for the
  delay and assure you that we have addressed the error with our representative.
  
  Thank you for the opportunity to respond to this Complaint.
  

  Customer Answer

  Date: 08/23/2022

  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. 
  
  However, I would like to some information conveyed to the bank:

  
  

  The issue with the Venmo deposit and it being a Saturday were not the cause of the deposit not transferring. 

  
  

  Firstly, I use Venmo frequently and there is a charge for instant transfers, which are always available right away, which this was.

  
  

  Second, your bank system was down and I have screenshots of your bank messages acknowledging the issues with deposits posting due to internal issues. Also, this issue has happened more than once. I am sure your business has records of system wide shut downs. Further, multiple employees acknowledge the error in your system that occurred 7/2 and 8/5. Please see alerts from your app attached.

  
  

  The refund coincidentally posted 30 minutes after I submitted the complaint and I was unable to reverse it at that point and your bank took a week to complete research to come up with a rebuttal instead of a simple apology and stating the money had already been refunded.

  
  

  Please dont insult me further. 

  
  Sincerely, 
  
  *****************************

• Initial Complaint

  Date:08/10/2022

  Type:Product 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.

  Commerce Bank located at **** ** *** *** **********, Missouri and whose phone number is ************* is in possession of a $54.00 refund owed to me on a closed account. This location chose to close my checking account prior to a merchant by the name of ***** ******** issuing me a $54.00 refund on July 23, 2022. Commerce Bank refuses to release my refund. I have verified with a ****** at that branch location that they indeed have my $54.00 refund.

  

  Business Response

  Date: 08/19/2022

  The Bank mailed the attached letter response to the consumer. 

  Bank research and response:
  

  • Your ******** account and this card Account were closed on July 22, 2022.

  
  • The Bank received a credit/refund to your Account on July 23, 2022.

  
  • The Bank mailed a check to you on August 17, 2022 at the address on file with the Bank.
  Since this is not the address listed on your Complaint, we contacted you and confirmed that
  the address on your Complaint is your new address.
  

  • The Bank has canceled the check recently mailed out and will mail a new one.
  

  Thank you for the opportunity to respond to this Complaint