ComplaintsforCommerce Bank of Kansas City

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My Commerce Bank credit card bill was paid online in full from my Commerce checking account on January 30, a day before the deadline on the bill. Even though my account showed it to have been paid then and I have the canceled check which verifies it, Commerce charged both a late fee of $29 and interest of $94.31. I contacted the 13th and Woodlawn branch of the bank in person on Feb. 5 and was told the matter had been referred to the Kansas City office and that I would be called when there was a response. After not hearing I returned to the bank a week later and this time the late fee was refunded by crediting it to my account. However, the bank employee said the interest rebate would have to come from KC and that I would be called when word arrived. After not hearing the following week and I again went to the branch. The employee told me no word had come from Kansas City but that I'd be contacted. A week later I wrote the president of the company, **** ** ******, outlining the problem. I have not had a response. My position is that the interest should be refunded to me because (1) the bill was paid to Commerce on time and (be) because the bank's refund of the late payment fee is an indication of agreement. However, I have received to refund and most no response from the bank after four inquiries.

  Customer response

  04/03/2024

  I now have heard from the bank and we can consider the matter closed although not in the way I had wanted.    Thank you for your help.  *** *****

  Business response

  04/11/2024

  Commerce Bank previously received a letter from this consumer and we responded by sending him the attached letter. 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am reaching out as to my recent attempt to get a auto loan with Commerce Bank for a 2012 Rav4. We went to speak with someone yesterday Dec 12th 2023 and they helped us walk through the process of creating a profile and submitting the application. We received the news today Dec 13th 2023 that we were not approved for this loan for our 2012 Rav4. We are deeply sadden by this but understand your decision. We are asking at this time, in good faith, as because we are not doing business together, if you can remove the hard inquiry on both mine and my wife's credit file? I understand you are in no obligation to do so but due to us not being approved and you choosing not to proceed with doing business we are kindly asking for the hard inquiry to be removed to prevent further damage of our credit file as we continue to future seek guidance for financing for our vehicle. Thank you again for your consideration in our application and hope you would comply with our request. Have a good day

  Business response

  12/22/2023

  The Bank is contractually obligated to report the facts to the credit bureaus, which we have done in this case. As you applied for a loan, the hard inquiry is part of the application process and we will not be removing the hard inquiry.

  Customer response

  12/22/2023

   
  Complaint: ********
  I am rejecting this response because: while I appreciate the response, we were under the impression our application would be accepted. As I understand how the credit system is done, I do not agree with hard inquires being left on a consumers credit file if the lender refuses to proceed to do business. This was more of a simple goodwill request given no reason or explanation was or has been given as to why we were denied. Thank you for your consideration.
  
  Sincerely,
  
  ****** **********

  Business response

  12/28/2023

  We regret to hear that you rejected our response; however, our response remains the same.
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid the final balance as directed and then they send me another bill. They didn't even have the courtesy to deduct the last payment of 15.00. We owe them nothing and they should relieve me of this. Just not right after all I have paid in to them. All I paid was the late payment fee of the 15.00. We can not reason with these people.

  Business response

  10/13/2023

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

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For 2 months I have been trying to establish online connections with Commerce Bank. Each time they have failed. I've called bank several times and they agreed to escalate this matter but nothing has been resolved. They will not call me back and refuse to make the correction on their end. I want to have online connectivity so I can manage my account.

  Business response

  09/18/2023

  The Bank mailed the attached letter response to this consumer. 

  Customer response

  09/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *******

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, so I've tried repeatedly over the last 8 days (Starting Aug 2, 2023) to simply raise the spending limit on my debt card. I've complied with all the request for verification requests made of me. Several phone calls, hours on hold, emails to at least 2 departments within Commerce all have not only not resulted in my debt card limit being temperately raised but the apparent closing of my checking account or at least my debt card. Boggles the mind that they can hold my money essentially hostage for whatever reasoning they have after meeting all of their verification requests. All while not reaching out to my cell, email, or messaging system on their online banking system to try to let the "real me" know that someone has all of my info is trying to raise the limit. Seems like something that would a standard practice in the advent of a suspected breach. Which is the only I can think they must assume is happening as they're not only refusing to raise my limit but now closing the account. As otherwise they're declining it out of some form of personal entertainment or non professional conduct. As far as what I've provided them: I've called them with the phone number on the account. I've emailed them with the email on the account. I have provided my: Full name. Date of birth. Mothers maiden name. Full SSN. Address on file. Card number related to the account. A photo of me and my Military ID, which is a valid "Real-ID". But for whatever internal reasoning, a Military ID isn't valid. A photo of me and my drivers license. The employee that started this issue (as far as I am aware): ***** * ******* Senior Fraud Specialist - BankCard Bkcrd Sec Ctr - Night *** **** ** ****** **** ******** ***** ************  The employee that supposedly closed my account: ***** * **** Supervisor, Fraud - BankCard Security Bkcrd Sec Ctr- Day *** **** *** ****** ****** **** ******** ***** ************  I intend to continue trying to resolve this issue on my end. Thank you for your time.

  Business response

  08/25/2023

  The Bank mailed the attached letter response to this consumer 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 5th, they approved a $1,000 limit card with no questions asked. On or about the 15th of June, they had taken it back again. For 2 days, I was on hold with multiple people on hold trying to activate the card. The problem was that they put it into the system, and had quietly taken it out of the system deceptively. They say that Commerce Bank was given bad information by a creditor to do me harm. I wish to have a face-to-face meeting with said creditor, so that I may file a claim in court to hold them accountable for this. It is unacceptable that they do this bait-and-switch to exploit unsuspecting victims of the fraud they wish to perpetuate, and I wish to hold them as well as they creditor who provided the information responsible. This has also been filed on my credit report as an inquiry I wish to have removed. I should receive $1,000 compensatory for the claims directly damaging to me and my name.

  Business response

  07/14/2023

  The Bank will be responding to this complaint but requires additional time to complete our research and respond. Thank you. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a loan through commerce bank. The phone number connected to this is not in service. You can get customer support but not be connected to were they direct your call . I have tried several times to get in contact with them several different ways to no avail. I just want to pay my loan without this extra stressful hassle. I did have my account set for auto pay . Which seems also to not be working. I wish to avoid late fees. Any incurred thus far shall need to be removed. I set up auto pay it did work until recently. Thank you for your help. And attention in this matter.

  Business response

  07/03/2023

  Please see the attached response that was mailed to Mr. *****

  Business response

  07/03/2023

  Dear Mr. ***** 

  Commerce Bank (“Bank”) received your Complaint regarding your Bank Health Services Financing (“HSF”) account ending in **** (“Account”). Below is a summary of our findings and resolution.  As stated in your Complaint: • The phone number connected to the Account is not in service and you have been unable to get customer support from the Bank. You state you just want to make a payment for the Account without any extra hassle. • You claim the Account was previously on autopay but is now not.  • You ask that any incurred late fees be removed from the Account.  Bank research and resolution: • As listed on the Account statements, the phone number to call for assistance and/or to make a payment on HSF accounts is **************. Bank records confirm on two (2) occasions when you called the Bank, the Bank representative erroneously transferred you to a disconnected phone number that was once associated with the Bank’s Health Savings accounts. We apologize for their error and have addressed this with our customer support team. • The Account was established on January 20, 2023. There have been two (2) payments received. You made an online payment of $208.37 on February 20, 2023. You then set up recurring payments online, for the minimum payment due with a start date of April 6, 2023. That payment posted successfully on April 6, 2023. On May 2, 2023, our records show that you cancelled the recurring payments and then re-signed up for recurring payments with a start date of June 6, 2023. You were unable to set up recurring payments for the payment due date of May 6, 2023, as it was too close to the current due date. There was no payment received for the May 6, 2023 payment, so a late fee of $15.00 was assessed on May 22, 2023. The Bank received the Account billing statement (“Statement”) returned on June 6, 2023, as undeliverable by the USPS. As a result, the Account was placed in returned mail (“RM”) status. On June 6, 2023, the recurring payment tried to process, but was unsuccessful due to the RM status. A late fee was assessed on June 22, 2023.  • Due to the customer service issues you experienced, the Bank has waived the two (2) late fees and brought the Account back to a current status.  • As the address you provided on the Complaint is the same as the address the Bank has on file, we have removed the RM status. Your recurring payment scheduled for July 6, 2023 for the amount of $415.40, will process as normal.  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. If your address has changed, please call HSF to update your address, so no future Statements are returned. 

   

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

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We made an appointment in person at the commerce bank Gladstone branch to have a meeting with ******, the loan officer on May 26, Friday. The meeting was scheduled for May 27, Saturday. When we went to his office, he was not there. The other clerks told us that he's been out of office for a couple of days already and that we cannot do our business. I don't understand why they made an appointment with us when they knew that he wasn't going to be in the office. Then, we asked them to have Mr. ****** to call us to reschedule. We have not heard from him nor the bank. We feel that we are underappreciated and ignored while we have done business with them over 20 years. This is unacceptable. I demand Mr. ****** to call us back to reschedule the meeting. ***** ******* *************

  Business response

  06/12/2023

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

  Dear ***** ***** ******** **** ******** received your Complaint regarding your interactions with the Gladstone branch location (“Branch”). Below is a summary of our findings and resolution. As stated in your Complaint: • On May 26, 2023, while at the Branch, you made an appointment (“Appointment”) to meet with ****** ********** on May 27, 2023. When you arrived for the Appointment, the Banker was not at the Branch. You inquired with other Branch staff and claim you were informed the Banker had been out of the office for several days and they could not assist you. You ask why the Appointment was scheduled if it was known the Banker would be out of the office. • You state you asked to have the Banker call you to reschedule, but have received no call. You feel underappreciated and ignored. You ask that the Banker contact you. Bank research and resolution: • We regret that the Branch employee who assisted you on May 26, 2023, was not aware the Banker would not be available May 27, 2023. When you came to the Branch on May 27, 2023, another banker advised they could prepare the signature cards (“Cards”), but it would take around five (5) minutes. You chose not to wait. The Branch does not recall any request made by you that day for a call from the *****

  Customer response

  06/12/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* **** ****** ******** *******
  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 want to make a note that the banker was not able to make the paper work in 5 minutes. She told me that she cannot do it, but Mr. ****** could. This was the reason why I left, not because I couldn´t wait for 5 minutes.
  
  ******** ***** ****

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid in full for a dream vacation February 2nd from Crystal Lake Travel with my Commerce bank credit card. Little did I know I was going to have the worst experience of my life and be charged for services and I never received. COMMERCE BANK HAS FAILED to review and protect my consumers rights. I have no human way to control how people commit fraud but I do ask when presenting facts I certainty am not financially responsible service denied or not provided, let alone have my property and rights destroyed. I have provided evidence of ticket, loss, Cc emails, photos, audio, videos and daily names and emails. With no explanation. Commerce found me liable for all charges. Despite clear evidence of service not provided Commerce bqnk continues to focus only on one partail refund for flights on my way home and not other service not received. I was received this partial credit because even after a doctor's note returning home. They still did not give me any disability services and destroyed my luggage. But they sure did take out a $175 for a seating that. I never should have paid 20 for a luggage that I never took a plane for.. But it's okay for them? Just? 2. Destroy my? Luggage? At the end and still want to get a $175. What person and they're right? Man thinks this is normal.. My trip Insurance also did not cover a lot of expenses due to the fact Spirit Airlines indicated I took their departure flight when I was involuntary removed. I have attached evidence of a United flight I took to try and save my trip. The vacation that I attempted to take was to celebrate my new job and decompress from daily stressors/triggers. I went through TSA, boarding, said hello to the FA entering the plane and had a seat. A FA I never saw approached me asking if I was ok, I said yes. I had a belt on, blanket, earbuds, mask, neck pillow and food in my hands. Thinking I was being cared for, next thing I knew a young man asked me to leave the plane. I asked why as I was alone? He stated I would be arrested If I didn’t leave, so I did quietly. I WAS INVOLITARY REMOVED from the craft. I was in no way shape or form doing anything other then breathing. I called 2/5/23 and requested seating adjustments for my disabilities and paid $147 for luggage and seating. I should have not been charged for seating, per ADA. The $147 was taken out of a refund $ 487.50 for flights 1021 & 2056 returning 2/24/23. This partial refund was due to the fact I did no take the flights and my luggage was delayed and taken from me. You can see photos of me following wheel chairs. I now sit with no means to pay for the medical treatment I need. No means to pursue a bag claim as it was delayed and later destroyed 2/25/23 @ 12:10am see attached. The Air Carrier Access Act (ACAA) is a law that makes it illegal for airlines to discriminate against passengers because of their disability. It's very feasible to imagine someone with a severe anxiety disorder that needs extra time to board without dealing with the rush of a normal boarding procedure. I Lost fellow classmates in a trip vs bus accident in 1995 this has really triggered stuff. Im so deeply traumatized at the experience of being humiliated in front of staff and other passengers, as well as being accused of intoxication despite her volunteering to take a breathalyzer test. The supervisor repeatedly told me that I did not tell them I had a disability and then she asked me what why disability was. Which I now learn is a ADA violation. SHE THEN TOLD ME anxiety and depression was not a disability. Without any respect for me she then called other counters and told them to not assist me. I never took or was refunded for ****** * **** * **** my departure. Which then told my credit card I went on some fun vaction, along with my trip Insurance. Now my United flight * ****** $169 isn’t covered or any hotel reimbursement because I was told I could not come back for 3 days. Spirit then bullied me in the baggage claims until I broke down in Punta Canna. At this point the vacation was a total loss as I stayed secure in the room having a breakdown. I am looking to recover for all the services not provided and credited back to me not a 3rd party so I can get the medical treatment I need and this vacation was destroyed. I then also find out it never had a chance. Looking at the Better Business Bureau I now see that apple vacations is rated an F-and Trip Mate is on consumer warning. After asking numerous times for an itemized receipt I never received one nor did my credit card commerce bank. They still don’t understand I forwarded and fought everyday. Everyone online if you look up each company you will soon learn your vacation and health is at risk. My full refundable departure tickets, not provided, travel delay, extra plain ticket cost. RemIng $147 taken out from spirit, $51 for my transfer not provided and 3 days at a minimum see messages from agent as proof I could not return home. It is without a doubt opticon or Spain to look through the charges and make sure that the client is fully provided the service if not refunded the money. I have provided a receipt and boarding pass for united clearly somebody is not honoring their customers so my money clearly was not safe . Honestly it's a joke that I even have to go on Here and play my case. Because if you go on G***** everyone knows spirit is rated the number one worst airline and I was taken advantage of by companies that are clearly not repeatable on. The Better Business Bureau once again if I find that thisincerely agency files I will be greatly disappointed. It is not okay. To treat people? Like. This because? You. Overbook. A plane and you wanna make an extra buck. You ruined at dream I am still suffering today from the shock. At least. Credit me for the cost not received commerce owes a reason why they didn't take the time to itemize the charges not received. I ended them to go ahead and send it to collections and add-on their fluff charges. Because they refused to ask for an animal's receipt and compare receipts and receivable. Today I have only provided proof beavuse there will be no recoding of me on the plane or in the transportation because then they would be sued. I am also seeking outside media sour es to investigated Commerce for not doing a explanation of dispute with evidence and no explanation of acces to pay .y accou t after I closed it. Sincerely, ******* *****

  Business response

  05/23/2023

  *** *** **** ******* ***** **** * **** *** ******* ***** ** ***** *** **** ********* ************* ********* ** *** ****** ******** ******* ********
  **** *** ******
  Commerce Bank (“Bank”) received your complaint regarding your Bank credit card account ending in
  8746, that was transferred to credit card account ending in 4364 on March 17, 2023 (“Card Account”).
  Below is a summary of our findings and resolution.
  As stated in your Complaint:
  • You filed a dispute (“Dispute”) for vacation charges that were assessed to the Card Account.
  • You are not satisfied with the Bank’s handling of the Dispute and want a full refund.
  • You claim the Bank has provided you no explanation of why the Dispute was denied.
  Bank research and resolution:
  • On February 27, 2023, you filed the Dispute for a total of $3,079.83 (“Charge”) that was charged
  to the Card Account on February 2, 2023, from Apple Vacations (“Merchant”). When you spoke
  with the Bank’s dispute department you stated you wanted to file the Dispute and wanted a full
  refund of the Charge because of multiple issues you experienced, including being removed from
  the flight to the vacation destination (“Flight”).
  • The Bank did a thorough investigation regarding your claims provided in the Dispute. Per your
  agreement with the Merchant, the Charge was for a vacation package that included flights to
  and from the destination, hotel accommodations and transportation to and from the hotel.
  Bank research confirmed the Merchant refunded the Flight charge of $487.50 on March 28,
  2023, as you did not take that flight. The Dispute was denied on April 11, 2023, as you admitted
  you still went on the vacation and flew back home under the original agreement with the
  Merchant.
  • In addition to the Dispute denial letter (see enclosed copy), you have been informed of the
  Dispute denial reason verbally by phone by the Bank’s dispute department and by the Bank’s
  Consumer Advocacy Program.
  As previously detailed to you, additional charges you wanted to dispute were not made with your Card
  Account and you were advised to contact that credit card issuer should you still wish to dispute charges
  with them.
  The Dispute denial stands. You may use this letter as additional record of the Bank’s decision.
  ********** ****** ****** ******** ******** ******* ******** **** ************

  Business response

  06/05/2023

  **** ** **** ******* ***** **** * **** *** ******* ***** ** *****
  
  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau, 20049913
  
  Dear Ms. Silva,
  
  Commerce Bank (“Bank”) received your rejection (“Rejection”) of the Bank’s response (“Response”) to
  your Complaint regarding your Bank credit card account ending in ****, that was transferred to credit
  card account ending in **** on March 17, 2023 (“Card Account”). Many of the statements made in the
  Rejection have already been addressed by the Bank. For additional clarification, please see below.
  
  As stated in the Rejection:
  • You filed a dispute (“Dispute”) for vacation charges that were assessed to the Card Account. The
  Bank denied your Dispute. You are not satisfied with the Bank’s decision to deny the Dispute
  and want a full refund.
  • You claim you asked to appeal the Bank’s decision on the Dispute, but the Bank said there was
  no appeal process (“Appeal”).
  • You claim the Bank locked you out of your Card Account, so you have been unable to see your
  Card Account bill or make any payments electronically.
  
  Bank research and resolution:
  • The Bank denied your Dispute and sent a Dispute decline letter on April 11, 2023. In addition,
  both the Bank’s dispute department and the Bank’s Consumer Advocacy Program verbally
  discussed the Dispute denial with you by phone. The Bank has once again reviewed it’s
  investigation findings and stands by its Dispute denial decision.
  • You called the Bank on April 20, 2023, and stated you were unhappy about the Dispute decline
  letter you received. There is no record of your request for an Appeal at that time. You then
  called the Bank again on April 25, 2023, and asked to Appeal the Bank’s decision to decline your
  Dispute. Management took the Appeal under consideration and reviewed all details of the
  Dispute again. The Bank then declined to reopen the Dispute based on its prior investigation’s
  findings. The Bank stands by its Response (see enclosed copy).
  • Bank records confirm there were times you were locked out of online banking for the Card
  Account due to failed log in attempts made by you. The Bank did not lock you out of your Card
  Account. You requested the Card Account to be closed on April 19, 2023. As the Card Account is
  now closed, it can no longer be accessed via online banking. To make a payment, you may mail
  in the payment or make a payment by phone.
  
  ********** ****** ****** ******** ******** ******* ******** **** ************

  Customer response

  06/07/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:Commerce bank is sending back a rebuttal with only 5 screenshots and NO FACTS or details on their investigation on the charges of $3,079.38 from Crystal Lake travel aka ***** *********/Spirit Airlines/tripmate. All customers should be warned about this company and lack of professionalism. Looking into services not provided or the laws that were clearly broken is part of feeling safe and secure using a credit card. Start holding these companies accountable for their wrong doings and services NOT provided. I have sent Commerce bank over 100 emails, photos, cc’ emails, screen shots of my abuse (including photos my face and arms) FACT, NOT FUN OR A DREAM VACATION. Does anyone at Commerce Bank even know the cost of the flights sold in this package? or driving transfers that were unfulfilled? ****** * **** * **** ***** ****** How much did each flight cost? ONCE AGAIN WHY WAS A credit ISSUED THEN taken back because of a dispute? See uploaded email of Spirit admitting so. Then they slander me because of my disabilities and cover their tracks with accusations that Commerce makes me look like I did by not taking the time to look at the evidence. Why with the 100% FACT same evidence did CHASE BANK FIND IN MY FAVOR?….. COMMERCE IS VERY CONFUSED BECAUSE FACT……THEY SAY I AM ASKING FOR OTHER ACCOUNT CARDS TO BE PAID. THIS IS FAULSE. IM NOT PAYING THEIR CARD FOR SERVICES NOT PROVIDED. MY $147 WAS REFUNDED BY CHASE BANK. A Completely different charge from my vacation for my luggage and seats. I DID NOT TAKE THE FLIGHTS AND MY PROPERTY WAS DESTROYED ON THE WAY BACK. A 2ND $147 WAS SUBTRACTED FROM 1 FLIGHT L, A PARTIAL REFUND FROM WHAT I can put together with the lack of receipt’s provided by Cl Travel Patty and ***** *********. I find it disturbing that they are taking a e-mail typed up as a RECIEPT prepared by a representative named AFROOZ. I managed to get the pricing on ONE flight for $519 WHERE IS THE OTHER $147??? IT IS FRAUD FOR A COMPANY like spirit or apple to take funds from one transaction and subtract it from another PAYMENT SOURCE. Did any of these CEOS take math and see these charges add up??? AS a human let alone SOMONE with disabilities and services NOT provided. I did my best to document even with the toll it was taking on my speech and writing, which is very evident in my writing …. I STILL forwarded every single item daily to Commerce Bank. I SUFFERED A GREAT DEAL AND I still am. IM SHOCKED BY Commerce Banks LACK OF EFFORT WITH FACTS PROVIDED RIGHT IN FRONT OF THEM. I FIND THAT THEY GROSSLY AVOIDED CALLS to these merchants OR REQUEST TO LOOK INTO THIS MATTER. DID COMMERCE BANK CONTACT SPIRIT OR APPLE? There PATTERN OF COMPLAINTS AND BBB CONCERNS qWILL INUCLDE SCREEN SHOTS AS PROOF OF PAGES OF EMAILS Commerce Bank REICIVED. Unlike Commerce bank I tried to do as much investigation as I could. ***** *********, TRIPMATE, SPIRIT AND CL TRAVEL 100% TOLD ME THEY COULD NOT WITH GUVE ME ANY INFORMATION. stated they would not credit or refund anything g because it was in dispute. Commerce bank investigation department even asked me to get a itemized receipt verbally on the phone. I repeated to them many times they will not answer me period as they say its in dispute. I DID NOT ASK FOR THIS and no person under this amount of torture would walk away from this nightmare undamaged. I ASKED FOR MY DREAM VACATION. I, AS A CUSTOMER Was not provided with the goods or services. I have provided photographic proof and FACTS. WHAT DID COMMERCE BANK DO, NOTHING! My purchase was not protected by Commerce Bank or the BBB consumer warning trip insurance. I GOT A CALL FROM A STRAGE NUMBER THAT I DIDN’T EVEN NO WAS REAL. A ELDERLY LIKE WOMEN JUST SAID, “ WE WENT AS HIGH AS WE CAN GO.” NO DETAIL. NO LETTER ON APPEAL RIGHTS OR PRPROCESSI even called and asked the dispute department about a appeal. I was told there was none. FACT COMMERCE BANK HAS BEEN PROVIDED DOCOTR LETTERS and abundance of proof. They gave no detail on anything investigated and never even shared a itemized reciept to ensure I was not taken advantage of. I ask they provide detailed information as to why I was mistreated and mentally abused through my entire trip. ONCE AGAIN THE BBB EVEN REPORTS THESE COMPANIES AS TAKING ADVANTAGE OF CONSUMERS. There is a paper trail of reports that are being reported repeatedly. I’m not the first and I won’t be the last. I sadly trusted Commerce Bank to fight for the truth now I’m just another victim they told to get a lawyer. As I am trying to seek legal it takes money and time. If and when I get legal going I will also include Commerce and if I need to. I told them if they don’t want to give me a reason no need to add all these extra fees just send it to collection. I have 815 credit score and I pay for ALL services I receive. THIS IS NOT ONE OF THEM! PLEASE REVIEW YOUR DOCUMENTS RECIVED COMMERCE AND DO WHATS RIGHT TAKE THE MI EY BACK FROM CRYSTAL LAKE TRAVEL OR APPLE WHOEVER I WAS SOLD A LEMON. 

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

• Initial Complaint

  11/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After many years with Commerce Trust, my wife **** and I decided to move our IRA accounts to ** *********** I initiated this process on September 7 with ** *********** Two packets of the necessary materials were sent via trackable mail to Commerce on 9/16 by ** *********** It was confirmed later that both were received and signed for by Commerce personnel on September 19. With ****** account all but the cash and two small positions, ***** and ***, were transferred over on September 27. The remainder, a few percent of the total, in early October. Her account was charged an appropriate month end management fee based on the balance at 9/30/22 of $114,073 at month end. On September 28, I inquired as to the status of the transfer of my IRA assets. I was advised by ***** ****** that Commerce had not as yet received the paperwork. After a lot of emailing back and forth between myself, ***** and my contact at ** **********, on 9/29 as I recall, ***** finally determined the package with my paperwork had been received on 9/19 but “misplaced” for lack of a better word. Having found it, they proceeded with the transfer on or about 9/29, too late to be mostly complete by month end. As a result, the transfer of my assets excluding cash, ***** and *** were not transferred until Monday, October 3. This delay due to the mishandled paperwork resulted in my account being charged a management of a bit over $1900 based on a month end balance of $3,523,173. Obviously had the paperwork not been lost for a week or more, the October 3 transfer would have occurred a week earlier (probably on 9//27 as was my wife's) and the month end balance much smaller.. The month end fee would have been around $100 but the actual amount can easily be computed with 100% accuracy. When I brought this to the attention of ***** ****** and requested an appropriate refund of the overcharge management fee based on their mishandling the paperwork, she stated it would not be refunded. I believe I am entitled to an appropriate refund.

  Business response

  12/05/2022

  Commerce Bank has reviewed this complaint and come to a resolution agreeable to the client. 

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