Written March and sent to Commerce Bancshares of Kansas City, Missouri:
I informed Commerce Bancshares of Kansas City, Missouri that I was having severe problems with its customer service. I found that Commerce was unwilling to admit and correct its mistakes and I was eventually forced to turn the matter over to a lawyer. The lawyer called the bank and the matter was resolved within minutes.
Late November:
Due to an online banking error on my part I was charged an insufficient funds fee. The balance in my Commerce checking account was approximately 11 dollars. I was charged by Commerce approximately 50 dollars. The extra charge caused the balance to dip below zero. Later that day, I learned that happened and contacted Commerce via the website to find out where to send a deposit so that I may correct the imbalance.
December:
On December 6, I took the address from the website and mailed a check for 75 dollars to that address. I endorsed the back of the check in the manner that I had used since I opened the account, with instructions to credit my checking account.in the following weeks I kept checking the Commerce website to see if the check was credited to my account. It was not. I noted that the bank upon which it was drawn had cleared the check on December 17. On December 23, I paid for a copy of the cancelled check. I contacted Commerce via the web site and was told to be more patient.
January:
With the check still not credited to my account I started to become annoyed that I was out 75 dollars. I emailed some more, I was told to be patient some more. I contacted the complaint number I got off the website and spoke with the operator. I told her the story that I had typed into the website several times.
The operator told me that when a check is presented and there are insufficient funds available the account is charged and in my case, it went into a negative balance. I told her I knew that and told her the story AGAIN pointing out that the deposit was never credited.
She then informed me that Commerce never received my deposit. I told her I have a copy of the check with Commerce stamps all over the back of it.
She then told me that I must have sent it to the wrong address. I gave the address that I got from the online help people and showed her it was the same address. She told me someone from Commerce would begin an investigation and get back to me. CLICK.
Late January:
I tried to check into the online website for Commerce and was informed my account was closed. I later received a letter that informed me of two things: my account was closed for insufficient funds and that fact had been reported to CheckSystems check reporting agency.
I contacted my branch directly this time and explained the whole story to Lily the branch manager.
Lily explained that when a check is presented and there are insufficient funds available the account is charged and in my case, it went into a negative balance. Because it was in a negative balance for a number of weeks, the bank felt it had no choice but to close the account. I said that I understood that but that, AGAIN, I said I sent in a check for 75 dollars on December 26. Lily checked and said that no deposit was sent to the account that I must have sent it to the wrong address.
I told her that not only did I have the right address; I have the cancelled check with Commerce stamps all over the back of it as being paid on December 17. She said maybe that was when my other bank withdrew the funds from my account but not when Commerce received them (in other words, we at Commerce are infallible, and we won't investigate evidence to the contrary). I told her I want the problem corrected and that my being patient had led to the account being closed against my will. She told me to send her a copy of the cancelled check and that she would look into the matter.
Late January/early February:
I received a Saturday phone message from Lily that she received the check and would look into the matter.
February 26:
I applied for a checking account in New York City where I currently reside. The bank told me that they could not give me an account because I recently had an account closed for having a negative balance. I called Commerce's 800 number. I told the operator I was having a problem but did not want to explain the entire story all over again if she was not able to help me. I was told I would have to. I did. She explained that when an account I told her to stop; I understood that story but that I sent a deposit. She said that no deposit was received and I explained the whole story, AGAIN, adding that now, because of Commerce's error, I was unable to open a checking account or get a lease. She did not seem to comprehend so I told her to just patch me in to the Demun branch and I would speak to Lily.
When I reached the branch, I asked for Lily but was told that she was out and that I should tell the person (who answered the phone) the problem I was having. I explained AGAIN. The person on the phone said that Lily would call me back when she got back to the branch in an hour. I left my cell phone number at which I could be reached. I heard nothing back for the rest of the day.
March 3:
Not having heard anything, I called:
The Demun branch:
I was asked to explain the whole this again. The manager told me that Lily no longer worked there but that she would email her about the problem (the Demun branch apparently has no outgoing phone lines). I asked when Lily would get back to me and was told it that she had no idea but she was sure that it would be soon. I asked if it would be today and was told that it was unknown. I asked at what time I should give up and call the Demun branch. I was told she was sure that Lily would call me back soon. I asked if I should wait 6 months and the manager laughed and said that she was sure that Lily would call back before 6 months. I said that she has not called me back in a month already and this whole thing has been adversely affecting me since the beginning of December and nobody is calling me to sort out the problem. I was told that I would receive a call before 5 pm.
The 800 number off the website.
I explained all that had transpired. I was transferred to Ralph Rush in collections. He said that Lily sent an email to Check Systems and that my account was closed. I told him I wanted it open and I wanted to know where my remaining balance was. He said a payment was received for 49 dollars and that my account was no longer in collection. For anything further, I would have to speak to my branch. I informed him that my branch refused to give me any information and he said I would have to speak to them, that he only handled collections. I asked to speak with who is ever in charge of the branches and he said I would have to speak with the branch manager.
I wrote Commerce detailing all the above, explaining that I was tired of putting up with this treatment. Commerce bank is causing me harm and is not being diligent in correcting the problem. This is not the first time Commerce has caused a problem for me and refused to fix it. There was a quick and easy solution to this and Commerce cannot be bothered. I have had to expend money and vast amounts of time and all I have accomplished is to get my account out of the collections office.
Who is in charge of these people?
I could see a week or two in correcting a problem but this is more than 3 months. I have been diligent in alerting Commerce to the problem but have been ignored. Your branch managers have been dismissive, condescending, and sometimes downright nasty. Every time I contact Commerce, I am told that the matter will be looked into and I hear nothing back. Then I receive letters saying my account is closed. It is as if I am dealing with three different banks and one has no idea what is going on at the others.
It has now been 25 HOURS since I called the branch and was told that I would receive a call back from Lily SOON. Nor have I heard from the current manager of the Demun branch. Does anyone take this seriously? Do you have any concern for your reputation among the consumers, the legal community, and potential customers at Washington University?
I will hand the matter over to my law school classmate who works in Missouri and Illinois because despite my best efforts I have been unable to get the help I need. I do not care if it is not cost effective for me, I do not appreciate being dismissed and I am tired of putting up with this.
I am putting this in writing because I am tired of explaining the same story in emails and over the phone since November. This is what everyone will get when it am asked to explain what happened.
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