Commerce Bank of St. Louis

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 meHowever, I am still frustrated with the fact that finding a resolution with Commerce Bank took such an extended period of time, conversations with numerous individuals, and ultimately a Revdex.com complaintI sincerely hope that Commerce Bank practices better customer service and better communication between their various departments in the future Sincerely, [redacted]

This customer recently closed his credit card with the BankWhen the card closed, he no longer can access the account online in the Bank's Online Banking systemHe is unhappy that he cannot make his payments through the Online Banking system since the card is closedHe wants the Bank to reopen the system so that he can pay his account bill onlineI am sorry but we are unable to reopen Online Banking for the customerHis account is closed and the Bank's systems are set up to close Online Banking once the account associated with it is closedHowever, the customer has a balance on the card that he is payingHe can make his payments by calling the Bank and using our Hour Automated Account Line and make his payment at no cost to him over the phoneIf he needs assistance, he can call Customer Service at [redacted] (the same number as the automated line) and speak with a Bank representative who can assist him with his paymentHe can also mail a check to the Bank or visit a branch and make his payment thereOr, he can make his payments via his bank's Online Banking Billpay serviceWe are sorry that our Online Banking system cannot be made available to him since his account is closed

Initial Business Response / [redacted] (1000, 5, 2015/05/13) */ We received and reviewed the complaint for this customerHe states that he would like an explanation regarding funds being applied to a closed accountA deposit from the VA was placed into your secured savings account, which was not a closed accountThe funds were placed into the account on April 2, in the amnount of $Since you asked us to close this account, a check was sent to you on April 22, We contacted you on May 5, to ensure you received the checkThe amount included $from the VA deposit and $the balance in the secured savings accountUpon speaking with you, you confirmed you have received the checkWe regret any inconvenience you may have experienced and appreciate having the opportunity to address this complaint

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 Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Commerce Bank reviewed the complaint of this customer who states that he did not receive a bill for his annual safe deposit box fee and visited his branchHe says he was told that the contents of his box had been moved to another branchHe says he was not notified of this and wants the contents of his boxOur research showed that the fee for box rental was due in March of each year; This customer last made a payment in June We mailed multiple notices to the customer and finally mailed a notice letting him know we would be drilling open the box and holding the contents until he claimed themIf the customer relocated, it was his responsibility to notify the Bank of his new addressWhen he visited his branchhe was told that we have the contents of his box in storage and he can make an appointment with the branch to obtain the box contents (by calling XXX-XXX-XXXX)

Complaint: [redacted] I am rejecting this response because: They should express this concern upfront to customers. My account didn't have fraud so I shouldn't have been affected. Also, show me in writing where this disclaimer is posted!!! After opening the account & speaking with [redacted] my wife & I was about to move all our financial assets to this one location as we were trying to avoid the continuance of dealing with multiple banks. We have CDs, safe deposits & auto loans we wanted to move to Commerce but the way I was treated without warning is definitely unacceptable!! Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/08/24) */ This customer used her debit card to make online purchases of two items that were advertised as free trial offers of products and the customer was charged $4.95 each for two trial offers on two products on July 15, 2015. On July 29, each... merchant charged her account for an additional $89.95. The customers claim that they were not aware of these large charges and described them as "unauthorized." They filed a formal dispute with the Bank. The Bank denied the dispute because the second charges were outlined on the merchant's web site Terms and Conditions; the customer did not cancel the order within the time frame specified on the web site; and the items were not returned to the merchant. These three reasons for denial meant that the dispute did not meet the requirements for a VISA dispute and, therefore, the Bank could not implement a charge back to the merchant. However, the customer received refunds from the merchants after filing the dispute. The refunds posted to the customers' account on August 3 and August 6. The customer says, in their complaint, that they believe it is not the Bank's responsibility to make judgments as to whether the terms are met. It is, in fact, the responsibility of the Bank's Disputes Team to investigates each dispute filed. The terms and conditions of the merchant are carefully reviewed since the terms cannot be negated.

For this customer, the Bank chose to close the accountThe Bank does have the right to close an account if we see it is necessaryThe full balance was sent to the customer by check along with a letter explaining our decision and reason to close the account per certified mailTracking shows the letter and check were received by this customer on April 2, 2016, when the customer picked it up at her post office

Initial Business Response /* (1000, 7, 2015/09/10) */
The customer incurred a fee for late payment on his credit card accountHe believes that he made his payment on timeThe customer's May statement showed that he had a payment due on June of $He made a payment on June of
$He was not charged a fee based on that paymentHis next statement (June statement) showed that he had a payment due on July of $No payment was received until July The customer incurred a late fee since the payment of $was not received by the due dateBecause the July payment had not been received at the time his July statement was being prepared, his July statement specified that a payment of $was due on August Two payments were received in August but the total of the payments was less than $145, meaning that the August payment was late (late since the minimum payment was not received - a lesser amount was received)Another late fee posted to the accountWe urge the customer to carefully review his statements for his payment informationHe can make payments via the transfer function in the Bank's Online Banking systemWe apologize for his customer service experience

Bank records show this account is now closed and the funds were disbursed accordingly to the listed payable on death recipientsWe regret any inconvenience this consumer may have experienced while attempting to deal with this matter

This customer's complaint deals with the fact that the Bank made an error and deposited funds into his account in early March that should have been deposited into another customer's accountOnce we realized this error, per banking practice, we debited his account for the funds and applied
them to the correct customer accountAfter the deposit was placed into his account and before the Bank realized there was an error, he visited a branch and withdrew the funds from the account and asked that the account be closedWhen the error was corrected and we debited the funds from his account, the account balance was negative, and he is responsible for the negative balanceHe has been told that he owes these funds to the Bank since the deposit did not belong to himHe urges the Bank to make use of FDIC insuiranceFDIC Insurance is an insurance to protect depositors in case of bank failureIt has nothing to do with this customer or caseThe customer may want to consult with an attorney or the Federal Reserve, where he will find out that he is repsonsible for the negative balanceIf he does not pay the amount owed, he faces serious credit consequences and possible criminal prosecutionThe Bank's Collection Department will be in contact with him and we advise him to bring the negative balance to zero at his earliest convenience

The Bank confirmed with the Banker that they do not recall this customer expressed to close this accountWe regret if there was any miscommunicationBringing the account to a zero balance does not mean it will automatically closeThe account would need to remain at a zero balance for a full
statement cycle to permanently closeBank records show three items were paid after the account was brought to a zero balance: $to *** ***, $to *** and $to ***Because there were insufficient funds for these items, overdraft fees were assessed and the balance became negative with the account eventually being charged off at a balance of -$While there was no Bank error, as a courtesy, we have refunded all fees leaving the balance owed of $This balance only reflects the three items that were charged to the account and the customer will be responsible to pay this amount

Initial Business Response /* (1000, 7, 2015/09/10) */
The customer incurred a fee for late payment on his credit card accountHe believes that he made his payment on timeThe customer's May statement showed that he had a payment due on June of $He made a payment on June of $He
was not charged a fee based on that paymentHis next statement (June statement) showed that he had a payment due on July of $No payment was received until July The customer incurred a late fee since the payment of $was not received by the due dateBecause the July payment had not been received at the time his July statement was being prepared, his July statement specified that a payment of $was due on August Two payments were received in August but the total of the payments was less than $145, meaning that the August payment was late (late since the minimum payment was not received - a lesser amount was received)Another late fee posted to the accountWe urge the customer to carefully review his statements for his payment informationHe can make payments via the transfer function in the Bank's Online Banking systemWe apologize for his customer service experience

The transaction was returned due to insufficient funds and the resulting fee was assessedThe Bank is not able to run the transaction again; the customer needs to make arrangements with the merchant to present the transaction for payment
againAs a courtesy, the fee was refundedPer the request for transaction history, the Bank mailed the last year worth of bank statements to the customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to meI will pursue further actions
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/08) */
This consumer applied to the Bank for a secured credit card, which requires that the consumer set up a savings account and funds in the savings account are held there as security for the credit cardThe consumer deposited $2,into the
secured savings account on Sept22, He applied for the secured credit cardOn Sept 25, his branch was notified that his application was declinedThey submitted a request for the reason for the decline and received a response on Sept On Oct 1, 2015, the branch informed the consumer that he could visit the branch and receive the $2,owed to himHe visited the branch on Oct 3, and was given his funds
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The Bank's records do not support the customer’s claims that the balance was less before the loan charged offBank records show the loan balance at charge off was $9,The payment history, attached, shows the customer made payments before the loan charged off on March 29, These
payments, both monthly minimum payments and payments that did not satisfy the minimum requirement, brought the principal balance from the beginning balance of $11, on July 9, 2015, to $9,on March 29, 2017, the date of charge offThe Bank has continued to receive payments after the date of charge off and the current balance owed, as of September 7, 2017, was $7,For this consumer’s privacy, their personal information was removed from the payment historyA full copy was mailed to the consumer for their recordsWe regret that the customer disagrees with our reporting, but per Bank records we are reporting accurately

Initial Business Response /* (1000, 6, 2015/09/10) */
Commerce Bank received this complaint about the closing of this customer's credit cardAs he knows, we had security concerns around the use of the card and concerns that it was difficult to verify the identity of people who called us claiming
to be the card holderWe made the decision to close the cardWe are sorry that this consumer is unhappy about the closingHe is still responsible for the balance on the accountHe may want to search for another card opportunity and transfer the Commerce balance to a new card

Initial Business Response /* (1000, 7, 2014/11/24) */
Commerce Bank reviewed the complaint of this customerThe customer complained that his account balance went to zero and the bank closed his accountHe has several automatic payments tied to this accountWhen accounts have a zero
balance, the accounts temporarily closes until a deposit is receivedOnce a deposit is received, the account reopensThis customer wanted to transfer funds into the account and said he was out of town and could not visit a branch to make the transferWe sincerely apologize to the customerOur policy is designed so that once a balance reaches zero, a customer cannot keep spending until a deposit is receivedWe realize that this customer was inconvenienced since he was out of town and since the account was temporarily closed, it could not be viewed in Online BankingOn November 14, a deposit was made into the account and the account reopened and is still openWe are sorry for this customer's inconvenienceHe recommended that we include a notice when he made an online transfer letting a customer know that his balance would be zero, and the account would closeWe will be evaluating that suggestion with our Online Banking Group to determine if it is feasibleWe appreciate the suggestion

Initial Business Response /* (1000, 5, 2017/03/03) */
This customer had an account that was closed at a negative balanceAs is disclosed in the Deposit Agreement:
ISetoff and Security Interest
You hereby grant us a security interest in your deposit accountsIf you ever owe us money as
borrower, guarantor or otherwise ("Obligations"), and it becomes due, we have the right under the law (called "setoff") and under the security agreement granted us by this Agreement to use the funds in your account(s) to pay the ObligationsIn the case of a partnership or joint account, each partner or joint account owner agrees that we may use the money in the account to satisfy any one of their individual ObligationsSimilarly, each partner or joint account owner agrees that we may use the money in their individual accounts to satisfy Obligations in the joint account or partnership accountThe Obligations, whether now existing or contracted in the future, which you owe to us, either individually or jointly, may be charged against any deposit account, including certificates of deposit before or after maturity, in your name whether in sole ownership or as a joint tenant or as tenants by the entiretyWe may use the funds in your account(s) to pay the Obligations even if withdrawal results in an interest penalty or dishonor of checksWe will not be liable for dishonoring items where our exercise of the right of setoff and enforcement of our security interest results in insufficient funds in the accountThe security interest you have granted us by this Agreement is consensual and is in addition to our right to setoffThis right of setoff and security interest may not apply if (i) the account is an Individual Retirement Account or other tax-deferred retirement account, (ii) the debt is created by a consumer credit transaction under a credit card plan, or (iii) you are an account owner in a representative capacity
We regret the customer is unhappy, but the Bank worked within our rights to collect funds owedMultiple phone messages and letters mailed to the customer, dated December 27, 2016, and January 9, 2017, asked the customer to pay the amount due to the BankWhen our efforts went unanswered, we followed the procedure that is detailed in the Deposit AgreementThe debit of the funds owed was done on February 24, 2017, from this customer's current/open accountWhile there was no Bank error, we have, as a courtesy, refunded an overdraft fee that posted March 2, The credit of $was applied on March 3, However, the account is currently still negative so the Bank will not close the accountThe customer may bring the account current and then request the account to be closedShould the negative balance be neglected, the account is subject to being charged off and collection efforts would begin