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Commerce Bank of St. Louis

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Commerce Bank of St. Louis Reviews (33)

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User Reviewer9853409 time 09.07.2018

Please see the attached response that was mailed to the consumer.


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User Reviewer9891903 time 08.07.2018

We recognize that there are new financial solutions in the marketplace today (like Goggle Wallet) that send credits to our customers using their debit card credentials. We are in the process of making adjustments to our core systems so these transactions are handled differently from other debit...

card transactions. Today, all debit card transactions (debits and credits) are handled the same. The available balance is updated at the time we receive the initial message (authorization). However, your Google Wallet deposit may not be actually available for withdrawal (or use) until the following business day. We apologize for any inconvenience this may have caused. Please check your account on the next business day before planning on using the funds. If you are concerned about overdrawing your account, please wait until the funds are reflected in the Current Balance before use. As a courtesy, the Bank is refunding a total of 11 overdraft fees to the account.


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User Reviewer9897543 time 08.07.2018

Complaint: [redacted]
I am rejecting this response because:   I had to deal with my grandmother having a massive stroke and that was the most important and I stayed in contact with Jeanine who was the manager of the bank and I made and stayed in contact with the branch . I made them aware that I had to care for my grandmother in Florida and that there was no commerce bank in Florida and I was advised by the president of the bank that it was ok and that I had a free account and no charges would apply. I did not do an address change due to that some of my family still resided in the home. I am not and did not put the address change in at all. We live in an area that is not the most reliable and there has been many complaints made on the Postal Company in this area. I am very upset and not happy at all that you would do this to a customer who had to experience such a tragic experience. I will be sure to let many people know just how little compassion Commerce Bank has for their customers and how they have Employees in a position to cheat lie and steal money from consumers. This is not right and I will be reaching out to the Attorney General and to FCC in regards to this. I am not happy at all. I had to rush to care for my family member and while I am in distress you feel that you would take the opportunity to steal from me. So sad   
Sincerely,
[redacted]


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User Reviewer9893036 time 03.07.2018

The Bank regrets to hear that this customer feels their service was less than satisfactory and we would like to address his concerns. First, the Bank, like all other banks, sets their fees themselves. While we are required to disclose these fees and any changes to these fees, we set the fees...

directly. Bank personal are aware of this, so the Bank does not know why the customer would have been informed otherwise, and regret if this did occur. Second, in regards to the claims that the Bank would not refund for the place this customer stayed, the Bank has no record of a dispute case involving anything such as a hotel or other type of place to stay. However, if a customer does stay and use the services of a business, the Bank would not be within dispute rights to dispute the charge. Third, when an account is brought to a zero balance, it goes into a temporary close. Credits may post to the account while it is in the temporary close until it would permanently close. Fourth, this customer’s account, along with other accounts at the Bank, was converted to a different account type in August of 2017. All customers, including this customer, were notified prior to the change on their monthly statement. This customer was notified on their June statement that effective August 7, 2017, the account would change to another type of checking account. The requirements for this new checking account type were disclosed. The customer was asked to call customer service if they had any questions or wished to discuss an account that would better fit their needs. At the date of account change, August, the service charge brought the account to a zero balance and the account has since closed due to no deposits or credits to the account. With each change to the account over the 17 plus years the account was open, the Bank informed the customer ahead of time of any change and ways to avoid any fees. There was no bank error and will therefore be no refund.


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User Reviewer9858223 time 25.06.2018

The Bank never received this complaint under complaint number [redacted]. We did however receive a complaint from this customer under complaint number [redacted]. The complaint was the same and we responded to [redacted] on 1/17/18. Attached is a copy of our response that was also mailed to the consumer.


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User Reviewer9833494 time 19.06.2018

Initial Business Response /* (1000, 5, 2016/05/13) */
The Bank has reviewed this complaint and we will not be issuing any refunds on the overdraft fees. This customer was properly notified at the time of the deposit that the check would be placed on hold due to excessive overdrafts on the account....

The mentioned message on the receipt actually states "If you did not receive this notice at the time you made the deposit and the check you deposited is paid, we will refund to you any bank fees for overdrafts of returned checks that result solely from the delay that we are imposing. To obtain refund of such fees, contact a bank representative". Since the customer was notified of the hold at time of the deposit, this does not apply. The Bank has already issued courtesy refunds on this account in the past and we will not be issuing any future refunds unless due to a Bank error.


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User Reviewer9812795 time 11.06.2018

The Bank regrets that the customer was not monitoring their account; however, the customer is responsible to review their statements and provide the Bank with any address changes. Bank records show the first statement returned undeliverable by the USPS was in March of 2012. The address was not...

updated by the customer until January of 2013 and this address was only valid for a few months. The statements were again returned undeliverable starting April of 2013. And, they remained undeliverable until the account closed in June of 2015. There is no record that the customer ever contacted the Bank during this time to inquire on why they were not receiving statements or to change their address. The service charge was disclosed on the statement in August of 2012. The customer is responsible to know what is happening on their account. The charges, which began September of 2012, were valid as the customer was not meeting the minimum requirements of their account.  As a courtesy, we have mailed the customer copies of their statements ranging from January of 2012 to the time of account closing in 2015.


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User Reviewer9815553 time 08.06.2018

Initial Business Response /* (1000, 5, 2015/09/02) */
This consumer applied for a home equity loan and has complained that the loan is taking too long to process and close. The Bank apologizes for the amount of time involved in this process and agrees with the customer that it has taken too long to...

process. At one point, the terms of the loan were changed, which necessitated new paperwork and required some additional time. This customer's loan is scheduled to close on Sept 2, 2015. We again apologize for the length of time required before closing.


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User Reviewer9762984 time 03.06.2018

See attached.


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User Reviewer9760023 time 29.05.2018

The bank monitors all accounts for certain risk indicators and, in order to protect the best interest of the bank and its customers, close those accounts that have a high potential for misuse or fraud. We apologize to this customer for any inconvenience this may have caused.


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User Reviewer9753765 time 28.05.2018

see attached


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User Reviewer9759883 time 27.05.2018

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]


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User Reviewer9754776 time 20.05.2018

This customer recently closed his credit card with the Bank. When the card closed, he no longer can access the account online in the Bank's Online Banking system. He is unhappy that he cannot make his payments through the Online Banking system since the card is closed. He wants the Bank to reopen...

the system so that he can pay his account bill online. I am sorry but we are unable to reopen Online Banking for the customer. His account is closed and the Bank's systems are set up to close Online Banking once the account associated with it is closed. However, the customer has a balance on the card that he is paying. He can make his payments by calling the Bank and using our 24 Hour Automated Account Line and make his payment at no cost to him over the phone. If 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 payment. He can also mail a check to the Bank or visit a branch and make his payment there. Or, he can make his payments via his bank's Online Banking Billpay service. We are sorry that our Online Banking system cannot be made available to him since his account is closed.


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User Reviewer9757617 time 17.05.2018

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. However, 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 complaint. I sincerely hope that Commerce Bank practices better customer service and better communication between their various departments in the future.
Sincerely,
[redacted]


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User Reviewer9754769 time 11.05.2018

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]


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User Reviewer9758400 time 09.05.2018

Initial Business Response /* (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 branch. He says he was told that the contents of his box had been moved to another branch. He...

says he was not notified of this and wants the contents of his box. Our research showed that the fee for box rental was due in March of each year; This customer last made a payment in June 2013. 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 them. If the customer relocated, it was his responsibility to notify the Bank of his new address. When he visited his branch. he 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).


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User Reviewer9166094 time 06.05.2018

The bank monitors all accounts for certain risk indicators and, in order to protect the best interest of the bank and its customers, close those accounts that have a high potential for misuse or fraud. We apologize to this...

customer for any inconvenience this may have caused.


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User Reviewer8783376 time 03.05.2018

Initial Business Response /* (1000, 5, 2015/02/12) */
This consumer opened an account at another bank and notified her landlord of her new account so that rent could be debited directly from the new account instead of her Commerce Bank account,which she was planning to close. The landlord,...

instead, continued to debit the Commerce Bank account for two months of rent. Since there were insufficient funds in the Commerce account, the customer's overdraft protection was activated. Her mother's credit card had been tied to the customer's checking account for overdraft protection, so that if the checking account became overdrawn, funds would transfer from the available credit on the card to the checking account. $50 was transferred to the customer's checking account to cover the overdraft. In addition, the credit card was chared a transfer fee of $10 and interest of $0.77. Since the landlord's debits were not the responsibility or fault of the Bank, and the overdraft protection system worked as designed, the Bank will not be refunding any monies to the customer. The customer may want to discuss reimbursement from her landlord, since this is the fault of the landlord. The customer also asked the Bank to transfer a credit card in her mother's name to her name. The Bank does not transfer ownership of credit card accounts. The customer will need to apply for a card under her own name and is welcome to contact the Bank to do so.


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User Reviewer8430260 time 02.05.2018

Initial Business Response /* (1000, 7, 2014/12/22) */
This consumer applied online for a Line of Credit with the Bank. At the time of his application, he completed a request that the Bank do a Balance Transfer to another credit card account. The Bank approved the Line of Credit for less than...

the requested credit limit. The customer says he contacted the Bank and stated that he did not want the Line of Credit. We have no record of him canceling his application. Therefore, we executed a Balance Transfer of $3,000 to his other credit card account at a different institution. The customer made a payment over the phone that could not be executed (he gave our agent the wrong account number). However, we refunded a Returned Payment Fee as a courtesy. We are sorry that the customer is not happy. Since we do not believe we made errors on his account, we will not be refunding further fees at thit time.


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User Reviewer9499365 time 30.04.2018

Initial Business Response /* (1000, 5, 2015/09/02) */
This consumer applied for a home equity loan and has complained that the loan is taking too long to process and close. The Bank apologizes for the amount of time involved in this process and agrees with the customer that it has taken too...

long to process. At one point, the terms of the loan were changed, which necessitated new paperwork and required some additional time. This customer's loan is scheduled to close on Sept 2, 2015. We again apologize for the length of time required before closing.


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Address: 8000 Forsyth Blvd # 1400, Saint Louis, MO, 63105-1707

Website: https://www.commercebank.com/

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