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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened a checking account online from a promotional link from my employer, ************** District. The promotion was Milestones 0324. I met all requirements and was told on July 23, 2024 that the requirements were met and the $300.00 would be deposited into my checking account on August 19, 2024. Nothing was deposited on August 19, 2024. I called and in person said they sent in a correction and it should be deposited within 15 minutes. That never happened. When I called on August 20th and 21st, I was told it would be up to 5 business days. This is not right and false advertising. I held up my end of the promotion and did everything required and Commerce Bank has not.
Business response
08/27/2024
Please see the attached response that was mailed to the consumer.Initial Complaint
08/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am an United States disabled army veteran living in **********, ******* since March 8, 2023. On Saturday August 6, 2024 I relocated from ********** to *****, *******. Commerce Bank put a hold on my debit card now I can't pay for anything. My debit card is being declined at the executive boutique hotel I stayed at. I just happened to have 1000 dirhans with me. I have called Commerce Bank 5 times telling them is me in **********, ******* and that I just moved from ********** permanently. My debit card is still being declined. I need to get an apartment here or hotel. I can't pay for nothing. I don't know anyone in this city. Can you please help me straighten out this matter. Commerce bank put a blocking device on my debit card.Business response
08/23/2024
Please see attached letter response to this complaint.Initial Complaint
07/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Location: ************************************************* I wanted a printed out copy of my bank statements because of a purchase from Best Buy of 2 smart tvs and I wanted to get money back for one of them. Best Buy charged me for 3 smart tvs and I only ordered 2 smart tvs. There was a charge in between the 2 purchases that I did make and a charge that I didn&#**;t make to them. They said they needed my telephone number. It was a fraudulent charge and I couldn&#**;t check it because I don&#**;t get a paper statement. The only way to get this was to go online and I am computer illiterate. Then they said they will send me a paper statement and I still haven&#**;t gotten one. It has been 5-6 months since they said I would get a paper statement. I would like to get a paper bank statement from them going forward and to dispute the fraudulent charge from Best Buy.Business response
08/06/2024
Attached is our response to this consumer complaint.Initial Complaint
06/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
CASE# ****** Charge on My Commerce Bank credit card for $269.54 by XFINITY AND XFINITY **************** confirmed to the **************** who initiated a three-way call, that there was no charge from Xfinity with that date or amount on 4/17/2024 (cod #******). They confirmed my account was closed and I had a $60.00 refund. The charge does not belong to me! All I know I spend money with this bank every month and they lie about "0 liability " for customers. Bank may have good offers but they have Disastrous ****************!Business response
06/27/2024
Please see attached letter response to consumer.Customer response
07/05/2024
hello,
Sorry for delay but I have to go to XFINITY store to clarify this matter. I do not recall anything about one account open when I had 3 way talk and today the XFINITY worker confirm that to me and here is proof, bought account are closed!There is nothing about $269.54 in my record with XFINITY,this charge reflect only on my credit card! This is the worse bank I work with! I wish they here professional and not playing game with there customer! They say I have one open account with XFINITY, why they do not come with proof? I contact them ****** a way, I did everything I suppose to do as a customer. IT is unfortunate for us ,, CUSTOMERS"
Thank you!
Sincerely
***************************
Initial Complaint
06/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On December 26, 2023, I had five fraudulent charges on my Commerce **** Card. The first two charges were for items on a mirrored national retailer's site. After ordering, the perpetrator charged my card three additional times for the same item. I called Commerce Bank and shut down the card. When the items were posted on my card billing online, I called Commerce and told them to stop payment on the charges. The billing address was a ******* Wallet account. No national retailer uses a ******* Wallet account. They refused, even on the three additional charges that I didn't make for the same item. So, I opened a dispute case on all five charges. A month later, I received a letter stating they ruled against me on the dispute because they did not pay a sixth fraudulent attempt that they blocked, and I knew nothing about. So, they opened a second dispute case. The second dispute ruled in my favor, but the case was only for the three additional fraudulent charges. They failed to include the two original charges. That case was opened on March 17. That was 78 days ago, and I've heard nothing from Commerce Bank. The dispute department stated it takes ***** days for resolution. I've been waiting over five months. I've called their customer service over a dozen times, waiting about an hour each time to talk to a representative. Each representative was rude and of no help. I've even complained to my local branch manager in April, who did a great job checking into why it's taking so long for a resolution. His involvement most likely resulted in slow-walking this dispute. Once this third case is resolved, the card will be shredded. There's no way to check on the status online. This experience was worse than the actual fraud.Business response
07/15/2024
Please see the attached response that was mailed to the consumer.Customer response
07/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I initiated with with Commerce Bank on Dec 28, 2021 through online banking support and chatted with **** to understand the process to close my account with ********************** Bank. I closed my account through online support on Dec 29, 2021 at approximately 3:30pm. The **************** Representative of ********************** Bank by the name ******** confirmed that the account balance was zero and that and the account has been closed. In 2024 , I began receiving emails indicating a low balance. I reached out via email to inquire about the emails because the account had been closed in 2021. They emailed back after several emails and told me to call customer support. I called customer support and provided my information to a ***** She looked up on my account and then said she put me on hold. Another woman picked up and told me I never closed the account. And when I refuted her claim, she put me on hold and never picked up again. I let the call go on till 26min and then gave up. All I want is confirmation that my account was closed in 2021. This bank is terrible to deal with.Customer response
05/28/2024
First name is ****.Business response
05/29/2024
Please see attached letter response to this complaint.Initial Complaint
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I got Commerce credit card for bonus offer $200 on March 01 2024 to spend $1000 in the first 3 months and i have spent $1200 before 3 months.I called the customer service and they said the bonus amount of $200 will be credited to my account by May 2024 and till now its not credited. Other banks have credited bonus offer on time...So,I request commerce bank to credit the bonus offer of $200 at the earliest. --Business response
05/23/2024
May 23, 2024
**********************************
22623 ****************
**************
RE: Your complaint (Complaint) to the Better Business Bureau, ********
Dear **************************,
Commerce **** (****) received your Complaint regarding your **** credit card account ending in 0000 (Card). In
the Complaint you state you received a promotional offer (Offer) for a $200.00 (Bonus) if you spent $1,000.00 on the
Card within the first three (3) months. You state you spoke to the ****'s customer service and the agent explained the
Bonus would be credited in May 2024. You met all of the requirements and you are requesting the Bonus be credited to
the Card.
The Card opened on February 17, 2024, under the Offer. You spoke to an agent on April 18, 2024. The agent explained
that the Card had to be opened for 90 days and the Bonus will be credited to the Card 6 to 8 weeks after qualifying. That
information is also disclosed in the Offer disclosures. As you met the requirements of the Offer, the Card was credited the
Bonus on May 8, 2024. You can see the credit of ****** reward points (Reward Points), which is the equivalent of the
$200.00, on your Card statement for the statement period April 20, 2024 May 19, 2024 (copy enclosed). You may
request the Reward Points as a $200.00 statement credit applied to the balance of the Card or you may research other
options by visiting www.commercebank.com/rewards or calling **************.
We thank you for the opportunity to respond to the concerns identified in your Complaint.
Sincerely,
*************************
Consumer Advocacy Program
Commerce ****
************Initial Complaint
05/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 2, 2024 I deposited a check in the amount of $4,710.77 which had been signed over to me by the original payee in partial reimbursement for funeral and burial expenses for the deceased ***. On May 3, 2024 I was informed by the banks customer service rep that the deposit correction I had found on my account was a 7 day hold. On May 9th I received a letter saying they were now returning the check to me due to I am not the original payee on the check. I am livid over this entire matter, as I have been a customer of this bank literally for decades and had no idea that Commerce no longer accepts checks that have duly signed over to third parties. This is extremely upsetting and now I have to wait to get the original check returned and start the process over to try and get it corrected. The *** died 3/8/24 and here we are still trying to get this matter resolved! Outraged!!!Business response
05/16/2024
Please see the attached response that was mailed to the consumer.Customer response
05/20/2024
Complaint: 21691549
I am rejecting this response because:
I was told by their own customer service representative that it was not a deposit correction but rather a 7 day hold. Commerce claims to have no record of that call but I find that rather hard to believe quite frankly as my own records are quite clear on this matter: 5/3/24 8:50 AM CDT ***************:50AM CDT ***************:07AM 1 minute incoming from ************.
Sincerely,
***************************Business response
05/23/2024
The Bank researched calls using the information you provided, and we stand by the statement in our response that we have no record of a call between a bank employee and you on May 3, 2024. Further, as stated in the response, the Bank apologizes if you were told there was a 7-day hold as that was incorrect information. The Check was returned due to the payee on the Check not matching the payee on the deposit account which was explained to you by the Bank employee on May 9th.Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was fraudulently charged almost $300 on my account and have proof/receipts to show that I was fraudulently charged. The bank did not care, they sided with the Merchant without giving me any explanation as to why, even though I had provided proof that it was a fraudulent charge.Business response
04/25/2024
April 25, 2024
*************************
***********************************.
******************************-2722
RE: Your complaint submitted to the *********************** ID
******** (Complaint)
**************:
Commerce **** (****) received the Complaint cited above regarding your checking
account ending in 5310 (Account).
In your Complaint:
You state that you were fraudulently charged $300.00 on your Account and have proof of
the fraudulent charges.
You further state that the **** did not care and sided with the merchant and gave you no
explanation as to why they did so.
You want a refund of $275.00 from the ****.
**** research and resolution:
On February 2, 2024, you contacted the **** and filed a dispute for six charges on your
Account totaling $275.70. The **** began its investigation of the charges.
On February 14, 2024, the **** issued provisional credit to your Account for $275.70
pending the result of our investigation.
During our investigation, the **** received information from the merchant indicating that
you initially authorized the transactions by providing your Account information.
Based on this information, the **** denied the dispute and took back our provisional credit
on March 7, 2024.
You contacted the **** and said you had proof that you canceled the transactions. We
reopened the dispute case and issued provisional credit again on March 8, 2024.
While investigating the dispute, the merchant issued credit to your Account for all six
transactions totaling $275.70 on March 14, 2024.
The **** then took back provisional credit on April 15, 2024.
On April 16, you contacted our ************** and they explained the merchant had
provided the credits which is why the **** took back the provisional credit. You were
satisfied with the resolution of your dispute.
Thank you for the opportunity to respond to this Complaint.Initial Complaint
04/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bank with commerce bank, I sold a dirt bike and put 4200 in the atm at the branch location in ******. It was 42 100 bills. Its all on camera from the cameras at the drive through and the camera on the atm. The *** took my deposit then said sorry no large bills and spit my card out and I got no receipt. They opened what they call an investigation after holding my 4200 for 10 days meaning not putting the money in the account. They pulled a transaction history which I told them was never going to work cause it never took the deposit they need to pull the video and audio of the machine and any of the cameras on the drive through. Furthermore count the money in the atm and audit it. So now they pulled the 4200 back out of my account and told me its going to be a month before they can pull the video and audio which should have been done the first time. So now my account is negative for the next month and bills are going to be missed due to them not owning the issue with the atm. The have a business agreement to own and operate that atm they need to refund my money while they do there investigation.Business response
04/15/2024
See attached letter response sent to this consumer.
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Customer Complaints Summary
55 total complaints in the last 3 years.
17 complaints closed in the last 12 months.