Commerce Bank of Kansas City

Commerce Bank (“Bank”) has received this customer’s recent complaint submitted to the Revdex.com regarding their Bank credit card account (“Account”)Below you will find a summary of our findings and resolution As stated in the complaint: The customer states payments are not applied correctly to the Account.The late payment reversal was included in the minimum payment due.The customer asked for a copy of the policy on late payment fee reversals and were not provided with one Bank research: Bank records show all payments have been applied correctly to the accountThe first payment of $due November 4, 2017, was not received and a $late fee was applied on November 6, While this late fee was refunded as a courtesy, the $was deducted from the Account balance, not the minimum payment dueThe customer would have still owed for the November payment plus the late fee, for a total of $The Bank did receive a payment of $on November 13, 2017, but this left the amount of the late fee unpaidThe Bank received a $payment on December 4, 2017, but this still did not cover the past due $27.00, so the minimum payment was not fulfilled and a $late fee was applied on December 4, The current minimum amount due on January 4, 2018, is $($minimum payment for January and the $late fee).The late payment reversal is not deducted from the minimum amount due, it is deducted from the Account balance.As detailed in the Card Agreement provided at Account opening, the Bank may allocate payments in the manner we choseThere is not a separate written policy to provide customers on the courtesy late fee reversals Resolution: While both late fees have been valid, the Bank refunded the previous late fee of $as a courtesyWe regret the customer deducted this amount from the minimum payment showed owed and paid less than was required the next monthAs an additional courtesy, the Bank is willing to refund the $late fee once the Account is brought currentAgain, this will not be deducted as a payment, so the minimum currently due will remain the sameOnce a payment is received for the minimum due of $by January 4, 2017, the Bank will reverse the $late fee and that amount will come off the Account balance.Please be advised that any late fees applied to the Account in the future, unless the result of a Bank error, will be valid and will not be reversed.The Bank hopes this explanation of how late fee reversals are applied provides understanding for moving forward

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThough, the automatic transfers were never available for me to discontinueCommerce hid the ability for me to turn them off and thus the account would remain open indefinitely had I not escalated the issue Regards, [redacted] ***

Records show the customer had arrangements for a payment to the loan for January 20, 2017, which the bank took that dayThen, she also made a payment to the loan the same day, resulting in two payments on January 20, The customer did call in and spoke with a collections representativePer the recorded call, it was discussed that the payment made resulted in two payments that day; however, it was not discussed that the payment would be cancelledWe regret if there was any confusion during that call and apologize for the customer’s frustrationWe have reached out to the customer, and per her request, have reversed one of the paymentsThe credit was applied to her checking account on January 31, Also, the bank has refunded the overdraft fees that resulted from the two loan paymentsLate fees have incurred on the loan previously, but none were due to bank error and will not be refunded

This customer claims that her now closed Commerce Bank credit card is reporting to the credit bureauOur research shows that the customer contacted us regarding the reporting of her credit card at an earlier date, and at that time, we erred and neglected to send an updated report to the credit bureausWe apologize for this errorUpon research we show that a credit dispute was initiated on February 24, We are in the process of updating the credit bureau files regarding this account and they should be updated in 30-daysWe apologize for the frustration this has caused

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you.I am glad that "due to inactivity" my account has been closed I don't know how that card was opened in my name, so I am glad that it has not been used.I am satisfied with response.I just wasn't willing to give my SS # without knowing it was not a scam Regards, [redacted] ***

Research found this customer has never signed up for the text alerts, and therefore, would not have access to the Arbitration AgreementThe Arbitration Agreement is available during the enrollment process for our customers who enroll in the text alert service.The bank has sent the customer a letter explaining thisAlso, as a courtesy, we have sent the customer a copy of the Arbitration Agreement for his records

Here is the further information you requested:My mailing address is: [redacted] ***Commerce Bank, [redacted] Desired results: ALL late fees, interest, charges, etccome off once and for all, and maybe an apology, for THEIR error, aggravation, stress it has caused

This customer scheduled a payment online with a bill pay service that will automatically send paper checks on behalf of the customerThe check that was mailed did not arrive by the due date so a late fee and interest were assessedWhen the customer contacted the Bank, it was advised to place a stop payment on that check and for the customer to make a new payment, which was receivedAs a courtesy, the Bank representative refunded the late fee and interestWhen the original check finally arrived by mail, the stop payment processedAt this time, an additional refund of a late fee and the interest was appliedThis resulted in two refunds of both the late fee and the interestTwo months later, the customer did not pay the full new balance reflected on the billing statement for that month, so interest accruedWhile there was no Bank error, the Bank has refunded this interest as well as a courtesy

This customer received a credit card offer by mailThe offer was used at the local branch to open a new credit cardThe offer clearly stated that the interest rate, after the introductory period, would be 12.99%We regret any confusion this customer may have had, but the bank provided the terms upfront before the customer chose to applyThe branch used the offer code on the mailed offer and would have only seen the rate listed on the offer

This customer is custodian on minor savings accountsWhile the minor savings accounts are not subject to a monthly maintenance fee, they are assessed a fee for any withdrawal over the allowedWithdrawals are limited on savings accounts by lawAs a result, the Bank allows up to withdrawals per statement cycle at no charge, with each additional $eachThe Bank regrets if the customer does not recall this information; however, this is clearly detailed in the Deposit Agreement that is provided at account openingThe most recent charge of $was refunded on May 3, Please note that this is a courtesy and there will be no future refunds unless due to Bank errorIf this customer plans to do more than withdrawals during a statement cycle from her savings accounts, she should change them to checking accounts

[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.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] ***

Consumer had a complaint regarding a credit inquiry the bank placed on their Experian/Trans Union Credit Report. The request was done by an auto dealership for a possible loan. While the loan did not book with the bank, the inquiry was initated by the dealership. Mailed customer a... response letter.

This customer contacted the bank in October of to report an unauthorized debit from their accountAs is procedure, the bank started the dispute process which includes placing a stop payment on the itemWhen this customer contacted the bank to cancel the dispute, after realizing they in fact
knew this merchant and the transaction was authorized, the dispute was cancelledHowever, the bank did not remove the stop payment from our systemWe regret this oversightAs a result, the payment intended for this merchant in February of was returned due to the stop paymentThe bank was made aware of this error when the customer contacted us in March of and the stop payment was removedThe bank has credited this customer’s account $to cover the fee assessed due to this situation

As long as a customer's credit card payment is equal to, or greater, than the Minimum Payment Due, the payment is satisfiedSo, to use the customer's example: If a customer has a Minimum Payment Due of $and he makes a payment of $75.00, he has more than satisfied the Minimum Payment Due that monthIf made a payment of $40, he could be assessed a late fee due to the fact that the Bank did not receive the Minimum Payment Due that month

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]The consumer was nor told fifteen days for the credit He was not also told to nor raise his voice before being disconnected and the agent was told not to interrupt the consumer and they did it again and when the consumer talked to the agent a few nights later when the consumer was again told information This bank likes to lie to its consumers My original dispute still stands
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

This customer had two savings accounts and both have been closedOne closed on February 3, 2017, and the other closed on March 6, After extensive research, the first recorded request to close these accounts was made by phone call to customer service on January 13, It was then expressed
that the Bank would start the closing process for both accountsIt was advised to the customer that any recurring activity, such as auto transfers or deposits, should be terminatedThis information is also detailed in the Deposit Agreement under “Termination of Agreement / Closing AccountBecause these activities were not cancelled, preauthorized transfer deposits prevented the accounts from permanently closingThe Bank has confirmed that these activities are now properly cancelled and the accounts are permanently closedWe regret any confusionBank records show one account did receive a $service charge during the closing processThe Bank has refunded the $to the customer’s open checking account

The Bank reviewed this consumer’s complaint and found the following informationThe funds the complaint references were first debited from the account on May 5, and were pending processing still when the consumer requested to close the account with us on May 5, Unfortunately, this
resulted in us having to contact the recipient’s bank to return the funds to this consumer’s accountThe Bank was able to confirm the funds were returned on May 25, and we would now consider this matter closedWe apologize for the delay in the return of the funds and any inconvenience this may have caused the consumer

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***