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 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]

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 /* (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).

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.

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.

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.

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.

Initial Business Response /* (1000, 5, 2014/08/12) */
Commerce Bank reviewed the Revdex.com Complaint for this customer regarding deposits not posting to his account in a timely manner. The consumer had an ACH deposit to his account on July 3, 2014, July 23, 2014 and his most recent deposit July...

29, 2014. All of the deposits posted to the consumer account the date the deposits were presented to Commerce Bank. There was no delay in posting the deposits to the consumers account, as the deposits reflect immediately.
We apologize for the poor customer service the consumer states he received, when he called Commerce Bank regarding the fees to the account. Since there were not sufficient funds in the account to cover all debits, his account was charged overdraft fees. The total amount in overdraft fees the customer received was $70.00.
After further review of the account, as a one-time courtesy, we have refunded the two overdraft fees of $70.00 to the consumers account.
We consider this issue resolved and wish the customer the best of luck.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. There is a flaw in the process. During the day on July 23rd the available balance reflected the transfer I had made to the account on the 22nd. However, on the night of the 23rd a withdraw was denied due to insufficient funds because the deposit that wasn't recognized yet.
Two things wrong with this. First, debits are processed and then credits. This seems to be ill natured. Second, the funds were reflected in the account on day of 23rd and was sent day of 22. So money was sent on 22nd and showed on 23rd. however, still denied on night of 23rd.
2. Account currently does not reflect the $70 refunded. However, even though I closed it. It's apparently open due to a transfer I had initiated that hadn't gone thru yet most likely due to the way things don't reflect balance from transfers in timely manner.
Final Consumer Response /* (3000, 19, 2014/10/24) */
10/24/14, 12:15 - Called consumer, left VM.
11/5/14, 1:00 - Called consumer, left detailed VM seeking confirmation of $70 refund's arrival or lack thereof.
11/14/14, 2:16 - Same.
12/16/14: Mediator called consumer and left voice mail.

The complaint filed was from our customers son, who filed a complaint regarding his father's account. Although there is a fee for the paper statements, we have waived the fee and mailed the statements requested to the customer. We have also made the customer aware that he may print the statements...

online. These statements are available online going back up to 7 years. We apologize that the account holder was charged the overnight fee for rushing the card. We have issued a credit on 9/25/2015 for the rush fee that was charged to the customer. We appreciate the opportunity to address this complaint.

The bank first realized an error on this account in 2015 and a letter was generated to notify the consumer. The error was corrected in the bank's systems and the amount owed was corrected. Research has found, the credit bureaus were not properly notified of the correction and this has resulted in...

inaccurate reporting. We regret this error. The correction has been properly sent to the credit bureaus so the update can be made. We are not able to provide an additional copy of the original notification letter sent. As it was a computer system generated letter, there is not a way to regenerate another copy as too much time has passed. It is our sincere hope that the correction made will provide the consumer with the adequate resolution to their concerns.

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]

I had been a Commerce account member for over 30 years. My account was used sporadically, but sometimes had a zero balance. I went to the bank today and was told my account had been closed. Thirty years of loyalty flushed down the drain. Did I receive notification? Not at all. Oh, they said that on the last statement they had a one line notification telling me they were closing the account. Such poor service, and I will never use the bank in the future. Beware of this shabby organization.

For this customer, the Bank chose to close the account. The Bank does have the right to close an account if we see it is necessary. The full balance was sent to the customer by check along with a letter explaining our decision and reason to close the account per certified mail. Tracking shows the...

letter and check were received by this customer on April 2, 2016, when the customer picked it up at her post office.

This customer complained about fees associated with the overdraft transfer feature and claims they were not aware of this fee or notified about the fee in online banking. This customer chose an overdraft election on 8/7/14 that allows a transfer of funds, when available, from her savings account to...

her checking when needed to cover items that would make the checking account balance negative. The customer would always have until end of business day to correct the negative balance directly, if this is not done the overdraft transfer feature will kick in. This feature does involve a $10 transfer fee verses individual overdraft/return item fees that could occur. The bank believes the customer would have been informed of the transfer fee. However, if they feel they were not they could at anytime have notified us to discuss and change their overdraft election. The overdraft transfer fee shows on the account that is the provider of funds in the case of an overdraft(in this case the savings). The fee was on statements as far back as 10/30/14. They also show in Online Banking under transaction activity for the savings account. We have no record of returned statements from the USPS. It is the customer's responsibility to read their statements. As listed on the statement, the customer would have had 60 days to contact us if they feel there is an error on their statement. While there was not a bank error, the bank did refund $180 on 3/23/16 as a courtesy to the customer. There will be no more refunds unless a result of a bank error.

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 /* (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.

Initial Business Response /* (1000, 5, 2014/10/08) */
We apologize for any problems this customer has had while working with our Customer Service Department. Upon receiving a letter from the customer indicating that he had financial problems and wanted to negotiate a settlement on the amount...

he owed on this account, the Bank closed the account. Since the account is closed, the statements are no longer viewable in Online Banking. The customer was given the option to enroll in Bankcards Online. Although he states that he could not enroll in that system because he had destroyed his card and did not know the CVV code on the bank of the card, our records show that the customer made a payment via Bankcards Online on October 7, 2014. Formerly, the customer had chosen to receive his statments through Online Banking. Since they are no longer viewable there, we will be mailing him monthly statements. Another way to make payments (with no fee) is through our 24 Hour Automated Phone Line, XXX-XXX-XXXX. Payments can be made on this phone line using a bank account from Commerce or any other bank. If he has problems accessing his account through our phone line, he can speak to one of our customer service agents who can assist him.

I have been a Commerce Bank customer for since 2009. I let them handle my small business account as well as personal savings and checking accounts. There have been moments when I'll complain about their business credit accounts being trickier than they ought to, but other than that - Commerce leaves me wanting for nothing. They are a joy to work with and I am glad to call them my bank. My husband is also a Commerce customer and has been with them since 2012. We were recently married this spring - and as a homeowner/small business owner, there is MUCH to be switched over and moved from solo accounts to joint accounts. Cue the headaches and stress skyrockets. Just today, Diana at the Demun/Clayton branch helped me complete the process. She is an all star employee...sweet, efficient, empathetic, and present. I'm grateful for her help and Commerce should be grateful to have her as a friendly face of their business! Thanks for being amazing, Commerce.

Initial Business Response /* (1000, 5, 2015/05/13) */
We received and reviewed the complaint for this customer. He states that he would like an explanation regarding funds being applied to a closed account. A deposit from the VA was placed into your secured savings account, which was not a...

closed account. The funds were placed into the account on April 2, 2015 in the amnount of $133.17. Since you asked us to close this account, a check was sent to you on April 22, 2015. We contacted you on May 5, 2015 to ensure you received the check. The amount included $133.17 from the VA deposit and $400.00 the balance in the secured savings account. Upon speaking with you, you confirmed you have received the check. We regret any inconvenience you may have experienced and appreciate having the opportunity to address this complaint.

The Bank confirmed with the Banker that they do not recall this customer expressed to close this account. We regret if there was any miscommunication. Bringing the account to a zero balance...

does not mean it will automatically close. The account would need to remain at a zero balance for a full statement cycle to permanently close. Bank records show three items were paid after the account was brought to a zero balance: $42.38 to [redacted], $16.98 to [redacted] and $7.99 to [redacted]. 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 -$253.25. While there was no Bank error, as a courtesy, we have refunded all fees leaving the balance owed of $67.35. This balance only reflects the three items that were charged to the account and the customer will be responsible to pay this amount.