ComplaintsforCommerce Bank of St. Louis

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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. 

• Initial Complaint

  03/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In November and December I received mail about getting a credit card. It said clear as day, no transfer fee or annual fee. I was looking to get a new credit card anyway and transferring my balance. I chose Commerce because the promotion said no transfer fee, NO APR for 15 or 18 months, and no annual fee. I've actually never had a credit card with an annual fee. Get my first payment and say I was charged an transfer fee and then noticed they have an annual fee. This is complete BS and a scam. My GF got the same letter in the mail right after I did and said the samething for her, no transfer fee, annual fee, and 15 or 18 month no APR. Glad she didn't switch because she would have been lied to as well. I'm very upset if they don't fix this lie, I'm going to just pay my card off. I didn't want to use all my tax return on paying my credit card off but I may take that route so I can cancel this fraud of an account.

  

  Business response

  03/15/2024

  Please see attached letter response to consumer and copy of mailed credit card offer he received. 

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted the bank at the end of October regarding a fraudulent charge. I also told the person I spoke with that I wanted to close my account. I was told it would be closed. After months of trying to get it resolved, being charged monthly fees, and lack of follow through, the account is still open. They have not resolved issues on their end. Now I cannot get into my account without making yet another call and cannot do the external transfer that I was LATER told I needed to do. Also, the fees had not been credited to my account as of yesterday when I checked. I do not know the total of the fees as I cannot access my account, nor do I want to have to continue to use so much of my time away from my business to chase down a solution that will never happen. I do not know the total amount of fees I was to be refunded, so the amount I am asking for in this complaint is an estimate. Resolution to me at this point is 1) close the account without me spending more time to do so 2) refund all fees charged from the end of October through the date the account gets closed

  

  Business response

  02/07/2024

  February 6, 2024
  
  Cheryl ********
  **** ** ******** ****** **** **
  Gilbert, AZ *****
  
  RE: Your complaint (“Complaint”) submitted to the Better Business Bureau ID No. ********
  
  Dear Ms. ********:
  
  Commerce Bank (“Bank”) received the Complaint cited above regarding your checking account
  (“Account”) ending in ****.
  
  As stated in your Complaint:
  • You contacted the Bank in October 2023 regarding a fraudulent charge on your Account and told
  a Bank representative that you wanted to close your Account (you had moved out of the area).
  You were told it would be closed.
  • However, the Account is still open and has accrued fees. You do not know the total amount of
  fees because you can no longer access the Account.
  • You state that you were to be refunded fees but do not know the total number of fees. They have
  not been credited to your Account as of the date of your BBB Complaint, January 31, 2024.
  • You ask that the Bank close the Account and refund fees from October through the date of
  Account closure. You believe the fees may total approximately $50.00.
  
  Bank research and resolution:
  • In October 2023 when you contacted the Bank to ask that your Account be closed due to a
  fraudulent charge. The Bank representative told you that the Account would be closed.
  Unfortunately, the Account was not closed per your instruction.
  • When you discovered the Account had not been closed, you contacted the Bank on January 26,
  2024, and asked for a Stop Payment order be placed and that fees be refunded and the Account
  closed. Unfortunately there was miscommunication regarding refunding the fees and they did
  not get refunded and the Account was not closed. This has been addressed with management.
  • Once the Bank received this Complaint, a representative called you and apologized because we
  had not completed closing the Account. On February 1, 2024, we refunded all fees incurred from
  last October 2023, totaling $39.00, which brought your Account balance to $50.05. We are
  mailing a check for $50.05 to you in Gilbert, AZ, and closing your Account.
  • We apologize for the inconvenience this caused you.
  
  Thank you for the opportunity to respond to this Complaint.
  
  
  
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had received a text alert on 1/21/2024 that we had a suspicious charge on our account and we needed to verify if this transaction was legit. My husband and I did not recognize it and hence responded with No. we received another message that the transaction was blocked and security measures were placed on our account. This led us to check our **** account upon which we noticed that 4 back to back transactions happened, each just over $152 for METAPAY DYLANMACI BUY IG ME, NY. We immediately called commerce to report the fraudulent charges which is where the nightmare really started. For one, we waited an hour to talk to someone. They blocked our cards and noted the transactions. Monday, 1/22/2024, we went to our local commerce **** to be issued new debit cards. At that point we also mentioned that we still see the four transactions of $152 being memo posted on our account. We were assured that we should these be reversed shortly and that they should not be posted to our account. ******** **** account is the same. My husband tried to call commerce fraud hotline again to follow up and waited an hour before the line disconnected. Today, Wednesday, 1/24/2024, I have been on hold for almost TWO (2)HOURS to try to talk to someone as the charges actually now are posted to the account. There is absolutely NO reason why I should still not be able to talk to someone about my fraud charges after holding for over two hours. You all have to do better than that! Not only that, but the guy at the **** absolutely did not want to deal with my husband and I yesterday and just brushed us off and told us to call as there is NOTHING he can do for us. What exactly is the purpose of a local branch then???? I mean I can do online deposits and run by the **** Not to mention we have over $600 up in the air now. Absolutely disappointed in the way commerce is treating their customers during a time of need.

  

  Business response

  02/01/2024

  Please see the attached response that was mailed to the consumer. Dear ******************,Commerce **** (****) received your Complaint regarding your joint checking account ending in **** (Account) and the associated debit card ending in **** (Card). Below is a summary of our findings and resolution.As stated in your Complaint: You received a text alert (Alert) on January 21, ****, informing you: (a) there was a suspicious charge on the Account; and (b) you needed to verify the validity of the charge. You consulted with your husband and determined you did not recognize the charge, and provided a No response to the Alert. You received a subsequent text informing you the transaction had been blocked with additional security messages placed on the Account. You later reviewed the Account and could see four (4) transactions for METAPAY (Charges).You immediately contacted the **** to report the Charges as fraud and a fraud case (Case)was opened. You expressed frustration regarding the Case process, including:o You stated you were on hold for over one (1) hour to discuss the Charges and file the Case with a **** representative.o While at a **** branch on January 22, ****, you claimed **** personnel assured you the Charges would be reversed and credited back to the Account shortly.o On January 23, ****, your husband called to inquire on the Case, which you stated he was on hold for over 1 hour before the call disconnected.o On January 24, ****, you were on hold for over two (2) hours but were still unable to get the Case resolved.o Personnel at the **** branch told you that you had to call the ****s fraud department (Fraud) for further assistance, as the branch personnel could not help you.o You stated you are disappointed with the way the **** has treated you and you want a refund of the Charges back to your Account.**** research and resolution: The transaction for which you received the Alert was for $294.28. These Charges had already been approved. Once a charge is approved, the **** cannot stop it from posting. The **** filed the Case on January 21, ****, once the **** was notified that these Charges were not authorized. A fraud case may take up to 45 days to finalize, but the **** must provide provisional credit within ten (10) business days. The **** issued a provisional credit for all 4 Charges to the Account on January 25, ****. We apologize for any long hold times you may have experienced while inquiring on the status of the Case. As already detailed, provisional credit may take up to 10 business days. If any incorrect information was provided by any **** employee, we apologize. Any further communication regarding the Case will be from Fraud directly.We thank you for the opportunity to respond to the concerns identified in your Complaint

  Customer response

  02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Closed my account at this establishment back at the end of September in return they old me a balance. It has been months and I have not received my money and I every time I called I can not get no one on the phone. I constantly leave messages and none return my phone calls. This non communication is unprofessional and stressful. I want answers about what is going on with my money.

  

  Business response

  12/05/2023

  Per phone call with this consumer on December 4, 2023, she is dropping her complaint and says it is resolved. She said she would contact the BBB to notify them that she is canceling it. 

  Customer response

  12/05/2023

  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

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Mother and Father in laws went to the *** at the Festus MO bank to withdraw money, the *** didn't give them the $60.00 that they were trying to get, however, it gave them their receipt. They called the *********** and were told that it would be 2 business days to get their money back in their account. It's been over 2 weeks, now they were told 10 to 30 business days. They are on a fixed income. They needed the money so I gave it to them. I've called and no one has returned a call. I emailed the bank ***, ******. Advising him about this *** mistake. No response. This is not how you treat the elderly or someone who has been with this bank for over 50 years. Especially when the *** has a salary of 5 to 8 million a year. You would think he would have this matter taken control of.

  

  Business response

  12/07/2023

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

  December 4, 2023
  
  
  ***************************
  3000 Highway K
  Bonne Terre, MO 63628
  
  ********************:
  
  Re: Your recent complaint (Complaint) to the Better Business Bureau No. 20940313
  
  Commerce **** (****) received your recent Complaint about your family members experience with a malfunctioning
  ***. Below are the items you covered in your Complaint and the ****s response.
  
  In your Complaint:
  You stated that your father and mother-in-law (Relatives) attempted to withdraw money from a **** ***,
  but the *** did not give them any money. It did, however, give them a receipt.
  Your Relatives called their branch and notified them of the malfunction. They were told it would be two business
  days until they received their money.
  You state that after two weeks of not receiving their money, they were told it would be 10 to 30 days to get
  their money.
  You attempted to call the **** and did not receive a response.
  You want a refund of the money owed.
  
  The ****s Resolution:
  As you are not an Account owner of the account in question, we are not able to discuss the details of this Account
  with you.
  We would suggest your Relatives reach out to the **** with any questions they may have regarding this matter.
  
  Thank you for giving us the opportunity to respond to this Complaint.
  

  
  

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

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

  

  Business response

  11/16/2023

  Please see attached letter response. 

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

  Customer response

  11/25/2023

  The complaint has been resolved, thank you

*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. ↩