Commerce Bank of Kansas City

We contacted this customer by phone and discussed his situationAfter he decided to close his Commerce checking account, a charge posted to the account that he believes was unauthorizedIn April 2014, he filed a dispute regarding this charge with Commerce BankWe mailed him an affadavit to
complete and we gave him provisional credit for the disputed charge of $We did not receive his completed affadavit and, therefore, had to deny his dispute, taking back the provisional credit issued to himDuring our phone conversation, the customer stated that he never received the affadavitWe explained that we are willing to reconsider the dispute and reopen our investigation if he provides a completed affadavitWe mailed the affadavit to the customer along with copies of his monthly account statements, per his requestHe has stated that he will complete the affadavit and return it to us by mailWe have given him a name and phone number of a customer service representative who can be contacted regarding this issue

We received and reviewed the complaint for this customer
The customer states he has been attempting to close his checking account with
the Bank for some time nowThe customer states his account was at a zero
balance and due to an automatic debit for his credit card, the checking
account
reopenedWe would like to apologize if a follcall that was promised to
the customer wasn’t madeAfter reviewing the account in question, the account
has been closedThe account was closed on October 5, We have confirmed
that any automatic debits coming from the checking account to the credit card
have been cancelledWe have deleted the record from *** *** for any
negative reporting on behalf of this customerWe regret any inconvenience or confusion
he has experienced and appreciate having the opportunity to address this
complaint

The Bank has reviewed the call where this customer called to discuss their concerns over their account informationThe Bank representative discussed several options for the customer to consider since the customer did not want to go to the branch to close their account that day, which is always our
first recommendationWe regret if there was any confusion for the customer after this call and apologize for any less than satisfactory customer serviceItems may present to an account at anytime and are posted in the order disclosed in the Deposit Agreement, which was provided at account opening and can also be found on our websiteWe have reviewed the account activity and found that between the customer’s accounts with the Bank, there have been recent overdraft fees. Prior to receiving this correspondence, of the fees were refunded, leaving remainingAs a courtesy, we have refunded the remaining fees for a total of $Please be advised, we refunded to the accounts they were applied to originally, resulting in fee refunds per accountWe are not able to close the account(s) until both are brought to a zero balanceThe customer may bring them to a zero balance on their own accord and then they will close automatically after they remain at a zero balance for a full statement cycleOtherwise, the customer may visit the branch at anytime to close in person

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I need clarification on the following statement: "the Bank may allocate payments in the manner we chose." If there's a $minimum payment due, and a payment of $was received on or before due date, can Commerce Bank allocate $to my account balance and credit only $to the minimum due, resulting in another late fee?
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,
*** ***

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I am rejecting this response due to them placing rhe blame solely upon me and gap the gap company and the dealership tried further communication with them and they were difficult to deal with and my credit score dropped in the last monthif I had months of non payment the insurance would not have paid the balance.
Regards,
*** ***

[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,
*** ***

Commerce Bank reviewed the complaint of this customer about her credit card accountThe customer says that the Bank raised the interest on her card after it was closedShe says that she made an agreement with the Bank to pay $a month on her account and when she contacted the Bank in
January, she was told she owed $ Beginning in June of 2016, the customer had a balance on her account but did not make any payment for the next four monthsIn September 2016, the Bank offered, and she accepted, a temporary payment plan where she would make three consecutive monthly payments of $each and the Bank would refund any late fees and late status reports on the accountThis was doneThe customer made her three payments and the Bank refunded late fees and re-aged her account to get rid of any delinquency reports This plan was for three months and when that period was over, the account became subject to the credit card terms and payment requirements. The customer had been under a special promotional interest rate of 0% on purchasesThis rate expired and her new interest rate was 14.49% on purchasesWhen she missed four payments in a row, the account went under “penalty pricing” and her interest rate went to 27.49% Her account is closedOnce she makes her minimum payment due for six consecutive months, her account will be returned to its regular interest rate of 14.49% on purchase balances

This consumer received a letter from the Bank that we were closing the credit card due to inactivityThe consumer could not recall having a credit card with the Bank and asked for more detailsResearch found this was a Kansas City Royals affiliated credit card that opened on August 4, The
account was never used; and therefore, the Bank chose to close it due to inactivityThese cards are offered both on the Bank’s website and also occasionally at the Royals ballpark for special promotionsWe regret that the consumer did not recall this card and hope this information proves helpful

This consumer had an unauthorized charge from a merchant and notified the bankAt the time of notification, the bank was informed, by our customer, the merchant was aware of the error and was planning on crediting the account to correct the inaccurate charge. The bank listened to calls from
this consumer and he was originally told we would need to wait 7-business days to see if the merchant honors the credit before we can dispute the itemWhen the credit did not post from the merchant, the consumer called back and was informed it can actually take calendar daysThe information, though told in different ways, is accurateWe must allow up to days for the merchant to process the chargeback to the accountAs a courtesy, even though this was not a bank error, the dispute department has issued a provisional credit of the transaction amount and that was credited to the consumer’s account on 6/24/If the merchant should still process a credit, the bank will remove their provisional credit, so there is only one credit totalIn regards to the conversation between the consumer and dispute agent, the consumer was extremely agitated and was asked multiple times to refrain from yelling so the agent could assist himHe refused and the agent ended the call, which is the right of an agent when the call becomes abusive or negating. The consumer has since had a conversation with a supervisor in disputes and was informed of the provisional credit and process

[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,
*** ***

Commerce Bank received this complaint from our customer who states that fraud occurred on her bank account and the Bank refused to reimburse herWe have researched the complaint with our Fraud Department and decided that this was indeed fraud on the accountThis fraud involved use of the
customer's debit card by someone else that the Bank believed initially was authorized to use the cardWe now realize this is not the case and have reimbursed the customer's account for the fraud eventWe have also refunded seven overdraft fees which may have been caused by the fraud incidentWe believe that our customer is satisfied with this resolution and apologize for any inconvenience or delay

The credit card offer that was mailed to this customer would not have been required to be presented at the branch at the time of the applicationThe Bank knows the available offers for each customer and would apply the offer accordinglyWe regret that we implied that the offer must have been presented at the branchBecause the interest rate may have not been disclosed in writing until the terms and conditions arrived by mail, this customer may not have been aware of the rate and terms of the accountBecause of this, we contacted him, apologized and agreed to remove the credit inquiry and tradeline/credit card accountIt can take up to days to delete from his credit bureau files

On 01/02/2018, I accepted the business' proposal to credit my account with $37. As of today, no credit was posted.Thanks,***

Commerce Bank (“Commerce”) has reviewed your recent complaint to the Revdex.com (“Complaint”) regarding your Commerce credit card ending in *** (“Account”)In the Complaint you state you contacted your local Commerce branch after receiving an Account billing statement with a larger
than minimum payment requirementYou state you were given information by Commerce personnel that led you to not make the minimum payment on time, resulting in a “past due” status reflected on your credit reports and credit score Thank you for the opportunity to respond to the concerns identified in your ComplaintPlease know the Commerce values its relationship with customers, and when possible we seek to proactively find solutions to improve the customer experience The Account opened on March 24, As a branch representative has mentioned to you in your discussions, due to a human error at Commerce, you received a Signature Card rather than the Rewards Card which was the intended product based upon your financial characteristicsWhile your credit limit was not impacted by this error, the Signature Card’ features do vary from the Rewards Card. Initially, the Signature Card carries a lower interest rate on balances, which has provided you an unintended benefit over the history of your account. Also, the Signature Card allows a cardholder to charge beyond the credit limit, though this amount must be paid back in the next payment cycle. This feature and related terms were described in the initial product disclosures that you received with your card Your card’s ability to charge beyond the credit limit created an issue this January. Although your November statement clearly indicated that you were essentially at your credit limit and your balance status was regularly available to you via Commerce’s on-line portal, you made purchases totaling $in the next billing cycle. This resulted in a substantial minimum balance due, much larger than in prior months, which created payment issues for you. Upon review of the entire situation, Commerce acknowledges that our error in providing the Signature Card to you contributed to this situation by enabling you to make charges on your card past the established credit limit. We do appreciate your efforts to promptly repay the overage and recognize that you have been a responsible card customer for several years. Accordingly, Commerce has waived all fees that arose from this situation and taken steps to re-age your account, which should eliminate any negative consequence to your credit score as a result of this matter. The credit bureaus can take up to thirty (30) days to reflect this update We also have taken the necessary steps to remove the feature that allows you to spend beyond the credit limit on your Account. For your benefit, Commerce has also chosen to allow you to continue to utilize the Commerce Signature card and continue to benefit from its lower interest rate going forward. This course should be advantageous to your efforts to build your credit score when compared to closing the Account and replacing it with the Rewards Card product Commerce regrets any confusion over the features and terms of your Account. I trust that this resolves your Complaint to your satisfaction. We do appreciate your business and look forward to assisting you with your financial needs in the future

[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 meThank you for stepping in and helping the little man
Regards,
*** ***

Please see attached

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 account. The first payment of $66.00 due November 4, 2017, was not received and a $27.00 late fee was applied on November 6, 2017. While this late fee was refunded as a courtesy, the $27.00 was deducted from the Account balance, not the minimum payment due. The customer would have still owed for the November payment plus the late fee, for a total of $93.00. The Bank did receive a payment of $66.00 on November 13, 2017, but this left the amount of the late fee unpaid. The Bank received a $66.00 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 $37.00 late fee was applied on December 4, 2017. The current minimum amount due on January 4, 2018, is $92.00 ($65 minimum payment for January and the $37 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 chose. There 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 $27.00 as a courtesy. We regret the customer deducted this amount from the minimum payment showed owed and paid less than was required the next month. As an additional courtesy, the Bank is willing to refund the $37.00 late fee once the Account is brought current. Again, this will not be deducted as a payment, so the minimum currently due will remain the same. Once a payment is received for the minimum due of $92.00 by January 4, 2017, the Bank will reverse the $37.00 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]

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 for helping to get this resolved.  I dislike going around a business like this, but I had given them every chance to fix the issue themselves.  
Regards,
[redacted]