Commerce Bank
Reviews and Complaints

You people monitor my account more than it needs to be.you see something you don’t like and you shut my account off without calling asking me if I made those charges. If you would call and ask I would say yes. Leave my account alone. It’s my money and I can spend it the way I want.my debt card need to be unlocked and left alone unless I call or you call me first to check if the charges are legit. I insist on hearing from someone immediately to apologize for putting me through this all the time.I want you to agree to my decision on how to handle my account. My phone number is [protected]. My name is Cathy Hall

I received a text message from Commerce Fraud Department telling me to contact them at the number [protected]. I called and was told the hold time was 10 minutes but was on hold for 25 minutes before I hung up and called the direct line to the OKC bank. I was told that they were overwhelmed with calls but to stay on hold and she would help get me through. At this time I have been on hold for 70 minutes with the associate coming on line twice and telling me to stay on hold that she is continuing to try and get through. I have been a customer of Commerce Bank for over 7 years and this is a continuious problem. To be on hold for over 90 minutes and still holding after receiving a text that there has been a possible fraud charge on my account is inexcusable.

I am still on hold while recharging my phone to see what is happening on my account.

More people should file complaints with CFPB against this atrocious bank.

Subject: Complaint against Commerce Bank for Toxic Thug Employees in Security and Unacceptable Verification Process

Dear Consumer Financial Protection Bureau, I hope this letter finds you well. I am writing to file a formal complaint against Commerce Bank regarding an insulting and abusive verification process I recently encountered as an elderly customer. This incident has left me deeply frustrated and disrespected, and I believe it is important to bring this matter to your attention. I have been a loyal customer of Commerce Bank for over 2 years and have always appreciated the level of service provided by the bank. However, my recent experience while attempting to verify my identity has left me feeling extremely upset and degraded.

On 6/29/23], I contacted Commerce Bank's customer support team to address an issue with a malfunctioning chip on my card. The rude person in the security department named Courtney asked over four or five verification questions which I answered and she still wouldn't verify me and even asked if I was calling for the account holder because they couldn't speak English. To my surprise, instead of assisting me promptly, this Courtney said the account is restricted and is going to stay that way. Then, she said she couldn't verify me and that I needed to send a selfie holding my ID and then hung up on me. I had to call back and another person in security said Courtney made a note in my file that I had to send the selfie with ID. I said I'm not very tech-savy and will ask someone to help do this. While I understand the need for security measures, I believe that this particular requirement was not necessary but also highly abusive and inappropriate, especially when dealing with elderly customers like myself.

My grandson helped me with this and I sent it in the next day. I called in and said I sent in the selfie with ID so now what and I got this Courtney person again in the security department and she said she couldn't help me over the phone and they never received it and they couldn't help me over the phone any more and that I had to go into a branch. Well, there's no Commerce Bank branch in Texas so I demanded to speak to speak to a supervisor in Security and this Courtney hung up on me again. I called back and waited almost an hour got a supervisor in security named Victor who said I will get a call the next on 6/30/23 and that person will be able to verify me. The next day came and no one called. I called in and was able to get someone in security who was very nice and she verified me and said the card is active and able to be used. I asked why there was a restriction and she said the card was declined at two stores because of the malfunctioning chip. I said let me try to use it once more at a store and if it still doesn't work I will call back to request a new card. I tested to see if the card was working and made a purchase on Amazon so the card was active and unrestricted or so I thought. I logged into my account and saw that there was still a block on the account but I was still able to access other features in my account like retrieving my statements. I wanted to try to see if the chip on the card was working and tried it at a store and it failed.

I came home and called customer service to request a new card and they said there's still a block on the account and I had to speak to security to clear it. Well, I got Victor the supervisor again and he gave me the runaround again and said oh the call back could take 48 hours and to wait till Monday 7/3/23. I said I would be filing a complaint and Victor didn't seem to care at all. All this just over a malfunctioning chip. The reviews for this bank says this is a horrible bank which I am experiencing now.

As an 82-year-old individual, I have always valued my privacy and dignity. Being asked to provide a selfie in combination with my identification document is not only a breach of my privacy rights but also a disrespectful and condescending request. It implies a lack of trust in my ability to identify myself, despite being a longstanding customer of Commerce Bank. I have give this bank great business and paid off over nine thousand dollars on this account. This experience was so distressing I had to request to put a family member on my account as an authorized user. Furthermore, I find it particularly alarming that Commerce Bank, as a financial institution, would employ people like Courtney and Victor and have such a verification method that potentially puts vulnerable elderly customers at risk. Requiring individuals of advanced age to participate in a process that may not be easily understood or executed can lead to confusion, frustration, and, in some cases, exploitation. It is disheartening to see a bank disregard the unique needs and concerns of elderly customers. How would Courtney like it if her credit card company demanded this?

I called in on 7/6/23 because I got a call from Commerce Bank but there was no message left. I asked the customer service rep. if my account was still blocked and she said yes. I asked why no one left a message for me and when this verification issue was going to be resolved? I told the representative that if they do not verify me I am going to close my account. I never requested my account to be closed.

The next day, I called back in because Robin from security called me and left two voicemails to call in to get verified so I did. When I got through and spoke with someone in security after verifying me, they said my account was closed per the customer's request. I was shocked and said I never requested the account to be closed. I said if I didn't get verified soon, I would close my account. Closing my account now has impacted and lowered my credit score and financial standing. I said I want my account to be opened immediately and the security person said I would have to reapply. Unbelievable!

I urge the Consumer Financial Protection Bureau to investigate this matter thoroughly and take appropriate action against Commerce Bank for their unacceptable verification process. I request that the following actions be considered: Review Commerce Bank's current verification practices, particularly regarding elderly customers, and ensure they comply with industry standards and respect individual privacy and dignity. Impose appropriate penalties or sanctions on Commerce Bank for their failure to uphold customer rights and provide a safe and respectful banking environment. Provide guidance and recommendations to Commerce Bank on how to improve their verification process, specifically for elderly customers, ensuring it is both effective and sensitive to their needs.

I trust that the Consumer Financial Protection Bureau will handle this matter with the utmost seriousness and urgency it deserves. I kindly request your prompt attention to this complaint and a timely resolution to rectify the distressing experience I have endured. I hope more people file complaints about Commerce Bank because they deserve the maximum fine for unethical business practices like this. Thank you for your attention to this matter, and I look forward to a satisfactory resolution.

Yours sincerely,

Loan Monderer

More people need to file complaints with CFPB.

Subject: Complaint against Commerce Bank for Toxic Employees in Security and Unacceptable Verification Process

Dear Consumer Financial Protection Bureau,

I hope this letter finds you well. I am writing to file a formal complaint against Commerce Bank regarding an insulting and abusive verification process I recently encountered as an elderly customer. This incident has left me deeply frustrated and disrespected, and I believe it is important to bring this matter to your attention.

I have been a loyal customer of Commerce Bank for over 2 years and have always appreciated the level of service provided by the bank. However, my recent experience while attempting to verify my identity has left me feeling extremely upset and degraded.

On 6/29/23], I contacted Commerce Bank's customer support team to address an issue with a malfunctioning chip on my card. The rude person in the security department named Courtney asked over four or five verification questions which I answered and she still wouldn't verify me and even asked if I was calling for the account holder because they couldn't speak English. To my surprise, instead of assisting me promptly, this Courtney said the account is restricted and is going to stay that way. Then, she said she couldn't verify me and that I needed to send a selfie holding my ID and then hung up on me. I had to call back and another person in security said Courtney made a note in my file that I had to send the selfie with ID. I said I'm not very tech-savy and will ask someone to help do this. While I understand the need for security measures, I believe that this particular requirement was not necessary but also highly abusive and inappropriate, especially when dealing with elderly customers like myself.

My grandson helped me with this and I sent it in the next day. I called in and said I sent in the selfie with ID so now what and I got this Courtney person again in the security department and she said she couldn't help me over the phone and they never received it and they couldn't help me over the phone any more and that I had to go into a branch. Well, there's no Commerce Bank branch in Texas so I demanded to speak to speak to a supervisor in Security and this Courtney hung up on me again. I called back and waited almost an hour got a supervisor in security named Victor who said I will get a call the next on 6/30/23 and that person will be able to verify me. The next day came and no one called. I called in and was able to get someone in security who was very nice and she verified me and said the card is active and able to be used. I asked why there was a restriction and she said the card was declined at two stores because of the malfunctioning chip. I said let me try to use it once more at a store and if it still doesn't work I will call back to request a new card. I tested to see if the card was working and made a purchase on Amazon so the card was active and unrestricted or so I thought.

I logged into my account and saw that there was still a block on the account but I was still able to access other features in my account like retrieving my statements. I wanted to try to see if the chip on the card was working and tried it at a store and it failed. I came home and called customer service to request a new card and they said there's still a block on the account and I had to speak to security to clear it. Well, I got Victor the supervisor again and he gave me the runaround again and said oh the call back could take 48 hours and to wait till Monday 7/3/23. I said I would be filing a complaint and Victor didn't seem to care at all. All this just over a malfunctioning chip. The reviews for this bank says this is a horrible bank which I am experiencing now.

As an 82-year-old individual, I have always valued my privacy and dignity. Being asked to provide a selfie in combination with my identification document is not only a breach of my privacy rights but also a disrespectful and condescending request. It implies a lack of trust in my ability to identify myself, despite being a longstanding customer of Commerce Bank. I have give this bank great business and paid off over nine thousand dollars on this account. This experience was so distressing I had to request to put a family member on my account as an authorized user.

Furthermore, I find it particularly alarming that Commerce Bank, as a financial institution, would employ people like Courtney and Victor and have such a verification method that potentially puts vulnerable elderly customers at risk. Requiring individuals of advanced age to participate in a process that may not be easily understood or executed can lead to confusion, frustration, and, in some cases, exploitation. It is disheartening to see a bank disregard the unique needs and concerns of elderly customers. How would Courtney like it if her credit card company demanded this?

I urge the Consumer Financial Protection Bureau to investigate this matter thoroughly and take appropriate action against Commerce Bank for their unacceptable verification process. I request that the following actions be considered:

Review Commerce Bank's current verification practices, particularly regarding elderly customers, and ensure they comply with industry standards and respect individual privacy and dignity.

Impose appropriate penalties or sanctions on Commerce Bank for their failure to uphold customer rights and provide a safe and respectful banking environment.

Provide guidance and recommendations to Commerce Bank on how to improve their verification process, specifically for elderly customers, ensuring it is both effective and sensitive to their needs.

I trust that the Consumer Financial Protection Bureau will handle this matter with the utmost seriousness and urgency it deserves. I kindly request your prompt attention to this complaint and a timely resolution to rectify the distressing experience I have endured. I hope more people file complaints about Commerce Bank because they deserve the maximum fine for unethical business practices like this.

Thank you for your attention to this matter, and I look forward to a satisfactory resolution.

Yours sincerely,

LM

11/3/22 In online banking I put $1.000.00 on credit card by mistake which has no balance owed, meaning to put it in my checking acct. I went to my branch 11/4/22 to correct and have the $1,000.00 reversed back to my savings or placed in my checking acct. I was told no problem and personnel there called the credit card service. They said it should be done the following day, that it would take 8 hrs. It's now 11 days as of 11/14/22. I go to the bank branch at 10 am, wait 20 or 30 mins for the credit card service to answer the bank representative. I was then told It would be done and for me to leave my phone number and she would call me before the bank closed. I never got a call. I go and check online, and nothing was done. I wait until 4:00 pm the next day, still no call. I'm forced to go to the bank again, wait another 20 or so minutes for credit card dept to answer the bank rep. They told her I have several memos about this problem, it is still not solved and has now been placed on another credit card reps' desk to look at it. I have no problem with my bank branch on Woodlawn. But the credit card dept, what are they doing?

And here’s why Commerce Bank is racist:

My husband is about to come to the US and so he started looking for a job to help support us. I had some doubts about the job but I checked the emails and they matched up and my husband got in touch with a hiring manager through Linkdin who confirmed it was correct as well.

So I went in to cash the check they’d sent us for his 2 weeks of training and to cover materials he needed to buy for the job. I went to the one on Mid Rivers and Mexico in St. Peter’s—the one I’d been banking with for 10 years.

Commerce Bank flagged it as a security risk, which was fine. If there was something wrong with it, we would want to know. The check wasn’t the issue. I would have gladly tossed it.

However, when I explained that it was for the job my Egyptian husband had—that’s where the issues started.

As soon as I explained my husband was currently in and from Egypt, Jason from Security (there’s only one Jason apparently) told me “Well, with your husband being from Egypt, there’s a lot of red flags”.

I asked him if he’s insinuating that my husband had something to do with this scam since he’s from Egypt. And to THAT I got a “Are you LEGALLY married?”

He asked me how me and my husband met. How long we were married for. And yes, if we were ACTUALLY registered in the US. It felt like the visa interview all over again but with some nobody in a cubicle who had nothing to do with my husband or our marriage credibility.

I told him that my husband had nothing to do with this and that it was racist to assume he did just because he was Egyptian. I guess he didn’t like that I called him out for racism because he then tagged my account to be closed completely.

Not because of the flagged check, but because I “got irate” with him after he was racist towards my husband.

The manager of this branch was nice and understanding, giving me the number of Ann Bronson “Customer Advocate”. She didn’t advocate for anything, let me tell ya.

When I explained why I got upset, about Jason insinuating my Egyptian husband was committing fraud on purpose to asking me if we were legally married, all she said was “sorry but it would be better for you to find another bank”.

That’s it. 🤷🏻‍♀️

Nothing about Jason’s personal question on whether we were LEGALLY married. Nothing about Jason’s insinuation that my husband was scamming the bank because he’s Egyptian. Nothing about him closing my account—not because of the check itself—but because he didn’t like that I got upset over what he’d said to me. Can’t exactly call yourself a customer advocate when you stand up for the racist worker, now can you.

Commerce is a joke of a bank. And I really hope they don’t treat anyone else this way. It’s almost 2023. They should have done better.

My IMMIGRANT husband was just trying to find a good job and thought he found one only to be scammed. He was just trying to help provide for his family and we didn’t know. We’re also LEGALLY married in not one, but TWO countries, thank you very much Jason. And we have been for nearly 3 years now after living together that whole time.

If this is how Commerce bank treats people….big yikes.

On 9/22/2023 I went to purchase much needed meds and gas and found my card was locked and unusable. I proceeded to call customer service and was then told I would need to contact the security dept. I waited on hold for 40 minutes and finally got connected and was told my card was locked because of an incorrect pin entry from 2 weeks prior. So we verified my information and I was told my card was unlocked. So again on 9/23/2023 I tried to use my card and found it was still locked. I called customer service once again and was transferred to the security department but this time I have been waiting on hold for an hour and 30 minutes. I am definitely switching bank providers after this experience. It's a disgrace.

I don't have overdraft protection so if anyone tries to get money from my account and funds are not there they have to wait l. I get companies trying to get money that is not authorized like credit monitoring company's and so on. Commerce bank keeps charging me overdraft fees I only make a little ove $250 a week and they allow thing to come out with no money in my account and charge me overdraft fees I never signed up for this services and when they do this I am stuck trying to survive to eat and get around because they take my money I am in school. When I call they treat me harsh

My card was block with out notification! I come to a hotel to check in and my reservation was cancel for decline online payment! I was tried for over two hours to got help and they transfer me over and over to another like! Now I don’t have a place to stay! So bad for real!

On 02/18/2022 I checked my account bank app and saw a "Misc Debit ATM [protected] *at location address*" for an amount I had NOT purchased that day. It did however line up with a debit card transaction made on Jan 21, 22 but it was not an ATM withdraw, but a debit transaction I made at a customer service counter for a money order. Why didn't this transaction come out at the time of purchase, like it does every month for that money order in the same location? Why did it take almost a month for this to be taken out? There was another purchase in the same building for groceries that came out the same time, a few minutes apart. My bank app transactions showed, at that time, the amount had been taken out. I do not understand how this took so long to finish pending. Had my check not deposited today, I would be severely over-drafted due to this transaction. The amount stating it was an ATM purchase makes no sense. You can't get multiples of 5 or coin change, like $0.88.

I will be closing my account as soon as possible. There is no reason it shouldn't have debited out of the account on the date of purchase.

Earlier this evening, an unknown check appeared as a withdrawal from my checking account, but it was after my local branch closed. This is a highly suspicious issue that may be fraud on my account, but could also be an error on Commerce's part, as it would not be the first. I called 24/7 customer service, spent over an hour on the phone and spoke with 4 different agents. None of them could help or even see anything more than I could see logging into my Commerce account online. I was simply told repeatedly to wait until the local branch opens tomorrow. Meanwhile, I'm just supposed to act like nothing is happening, even though there is several hundreds of dollars fraudulently being taken from my account. I was even told "prior" to a recent system upgrade, they could have helped, but now they cannot. How is that an "upgrade?"

I recently had a problem with online banking with Commerce Bank in St. Louis. I waited online for 20 minutes. Finally, a woman named Kaneesha came on. I explained the problem and she put me on hold. 25 minutes later, tired of waiting, I hung up and called back. Another 20 minutes and I got Kaneesha again. She told me she had transferred me to Commerce's security department and if they didn't answer there wasn't anything she could do. I told her it would have been nice if she'd come back on the line to tell me she was transferring me. She responded by saying.."no sir, once I hang up I go on to the next customer." She seemed very upset that I even asked the question.. which tells me she gets a lot of complaints from customers. Anyway, she abruptly transferred me AGAIN to the security department. I've been a Commerce customer for 20 years and have never been treated so rudely. Expecting people to wait the the phone for 20-30 minutes is unacceptable. I'm sure Commerce doesn't care, but I'm going to find a new bank as soon as possible.

Robert L. Carter.
I have excellent credit history.
Your offered c/card [protected] DIDN'T WORK.
6-19 and 6-22 calls with long waiting resulted with Security (blamed by Cust. Service for shutdown) attempt to redirect me yet to ANOTHER DEPARTMENT, and then I was hanged on!

On 5/18/2021 I visited the drive thru and gave my debit card and a 50 dollar bill to banker. He initially came on and said "do you want to deposit this"? I responded and said " I only want to deposit $25 and give me the rest back. He said "ok". I retrieved my money and left. Upon trying to make a later purchase, I was told that there was insufficient funds. I immediately checked my balance and saw that banker had put the $25 into the negative acct. I went back to the bank to get the situation straightened out. I told Banker to put the money in the acct which I had initially given him the debit card associated with. Banker told me that he couldn't transfer the money from the negative acct. I then asked for the deposit back, which banker then stated that he could not do that either. Banker further stated that when an acct is negative, any deposits would go into the negative acct. I told bankerthat he should have told me that up front, which would have given me the option to make the deposit or not. Further, I told banker that I had several deposits go into my positive acct, even as recent as yesterday (5/17/2021). Banker then lied to me and stated that from now on, any deposited funds will automatically go into the negative acct. I left the bank, pulled over and immediately did an online withdrawal from a balance at one of my jobs which is connected to the positive acct. The funds went there without any issue.

Commerce bank closed my credit card account in December 2020. I paid my payments in a timely manner. I tried to make a payment but they took away my online access to make payments online and wanted my account number to make payment by phone. I option for online statements but after the bank closed my account I didn't receive a paper bill till January showing a late fee because of a payment not being made. I tried calling and talking to customer service and a supervisor to get the charges removed once I received a paper bill. They wanted me to cut up my card card and send it back and I did that in December but I never received a paper bill. I don't mind paying what I owe but I was unfairly charged late fees when I didn't receive a bill and was taking away all access to pay my bill.

The bank completely mismanaged my account and allowed all my money to be stolen twice on two different continents while traveling. Once leaving me homeless because my credit card wouldnt work and i had $0. They then accused me of stealing my own money. When they realized I hadnt they didnt even give me enough respect to tell me how it resolved. Traumatic and horrendous experience. I have considered legal action and still am considering legal action against this bank. This was 3 years ago and the bank has never contacted me to even tell me if my money was returned to me. They locked me out of online banking so I have no idea what's happening with my account.

I am upset with the most recent insufficient funds charge that I received on my account due to a debit from my sole account to my savings account. I had enough money in the account for my rent to be paid until this debit from the bank sent me into the negative. I just had the debiting action removed, but I now have negative balance in my account when I actually had all the funds available.