The Bank regrets to hear that this customer feels their service was less than satisfactory and we would like to address his concernsFirst, the Bank, like all other banks, sets their fees themselvesWhile we are required to disclose these fees and any changes to these fees, we set the fees directlyBank personal are aware of this, so the Bank does not know why the customer would have been informed otherwise, and regret if this did occurSecond, 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 stayHowever, if a customer does stay and use the services of a business, the Bank would not be within dispute rights to dispute the chargeThird, when an account is brought to a zero balance, it goes into a temporary closeCredits may post to the account while it is in the temporary close until it would permanently closeFourth, this customer’s account, along with other accounts at the Bank, was converted to a different account type in August of All customers, including this customer, were notified prior to the change on their monthly statementThis customer was notified on their June statement that effective August 7, 2017, the account would change to another type of checking accountThe requirements for this new checking account type were disclosedThe customer was asked to call customer service if they had any questions or wished to discuss an account that would better fit their needsAt 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 accountWith each change to the account over the plus years the account was open, the Bank informed the customer ahead of time of any change and ways to avoid any feesThere was no bank error and will therefore be no refund
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
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
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 applyI did not do an address change due to that some of my family still resided in the homeI am not and did not put the address change in at allWe live in an area that is not the most reliable and there has been many complaints made on the Postal Company in this areaI am very upset and not happy at all that you would do this to a customer who had to experience such a tragic experienceI 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 consumersThis is not right and I will be reaching out to the Attorney General and to FCC in regards to thisI am not happy at allI 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 meSo sad Sincerely, [redacted]
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 credentialsWe are in the process of making adjustments to our core systems so these transactions are handled differently from other debit card transactionsToday, all debit card transactions (debits and credits) are handled the sameThe 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 dayWe apologize for any inconvenience this may have causedPlease check your account on the next business day before planning on using the fundsIf you are concerned about overdrawing your account, please wait until the funds are reflected in the Current Balance before useAs a courtesy, the Bank is refunding a total of overdraft fees to the account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to meI will pursue further actions Sincerely, [redacted]
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/Attached is a copy of our response that was also mailed to the consumer
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 changesBank records show the first statement returned undeliverable by the USPS was in March of The address was not updated by the customer until January of and this address was only valid for a few monthsThe statements were again returned undeliverable starting April of And, they remained undeliverable until the account closed in June of 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 addressThe service charge was disclosed on the statement in August of The customer is responsible to know what is happening on their accountThe 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 to the time of account closing in
Initial Business Response / [redacted] (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 closeThe Bank apologizes for the amount of time involved in this process and agrees with the customer that it has taken too long to processAt one point, the terms of the loan were changed, which necessitated new paperwork and required some additional timeThis customer's loan is scheduled to close on Sept 2, We again apologize for the length of time required before closing
Initial Business Response / [redacted] (1000, 5, 2016/05/13) */ The Bank has reviewed this complaint and we will not be issuing any refunds on the overdraft feesThis 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 imposingTo 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 applyThe 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
The Bank regrets to hear that this customer feels their service was less than satisfactory and we would like to address his concernsFirst, the Bank, like all other banks, sets their fees themselvesWhile we are required to disclose these fees and any changes to these fees, we set the fees directlyBank personal are aware of this, so the Bank does not know why the customer would have been informed otherwise, and regret if this did occurSecond, 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 stayHowever, if a customer does stay and use the services of a business, the Bank would not be within dispute rights to dispute the chargeThird, when an account is brought to a zero balance, it goes into a temporary closeCredits may post to the account while it is in the temporary close until it would permanently closeFourth, this customer’s account, along with other accounts at the Bank, was converted to a different account type in August of All customers, including this customer, were notified prior to the change on their monthly statementThis customer was notified on their June statement that effective August 7, 2017, the account would change to another type of checking accountThe requirements for this new checking account type were disclosedThe customer was asked to call customer service if they had any questions or wished to discuss an account that would better fit their needsAt 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 accountWith each change to the account over the plus years the account was open, the Bank informed the customer ahead of time of any change and ways to avoid any feesThere was no bank error and will therefore be no refund
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
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
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 applyI did not do an address change due to that some of my family still resided in the homeI am not and did not put the address change in at allWe live in an area that is not the most reliable and there has been many complaints made on the Postal Company in this areaI am very upset and not happy at all that you would do this to a customer who had to experience such a tragic experienceI 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 consumersThis is not right and I will be reaching out to the Attorney General and to FCC in regards to thisI am not happy at allI 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 meSo sad Sincerely, [redacted]
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 credentialsWe are in the process of making adjustments to our core systems so these transactions are handled differently from other debit card transactionsToday, all debit card transactions (debits and credits) are handled the sameThe 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 dayWe apologize for any inconvenience this may have causedPlease check your account on the next business day before planning on using the fundsIf you are concerned about overdrawing your account, please wait until the funds are reflected in the Current Balance before useAs a courtesy, the Bank is refunding a total of overdraft fees to the account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to meI will pursue further actions Sincerely, [redacted]
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/Attached is a copy of our response that was also mailed to the consumer
Please see the attached response that was mailed to the consumer
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 changesBank records show the first statement returned undeliverable by the USPS was in March of The address was not updated by the customer until January of and this address was only valid for a few monthsThe statements were again returned undeliverable starting April of And, they remained undeliverable until the account closed in June of 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 addressThe service charge was disclosed on the statement in August of The customer is responsible to know what is happening on their accountThe 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 to the time of account closing in
Initial Business Response / [redacted] (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 closeThe Bank apologizes for the amount of time involved in this process and agrees with the customer that it has taken too long to processAt one point, the terms of the loan were changed, which necessitated new paperwork and required some additional timeThis customer's loan is scheduled to close on Sept 2, We again apologize for the length of time required before closing
Initial Business Response / [redacted] (1000, 5, 2016/05/13) */ The Bank has reviewed this complaint and we will not be issuing any refunds on the overdraft feesThis 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 imposingTo 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 applyThe 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