Commerce Bank Customer Service

Until yesterday, I had been without a debit card for over three weeks now. It was hard to go back to the days of college where you only had an ATM, but what sucked even worse was the response (or lack thereof) from Commerce for the entire situation. Enjoy my un-responded to letters to Commerce...

To Whom It May Concern:

When purchasing Christmas presents this year, I was constantly reminded that my debit card was nearing its expiration. But I wasn’t concerned. As January creeped by and I hadn’t received word from the bank or my new card, I started to get a little concerned. When January 23rd rolled around and I still hadn’t received any information about my card, I sent an email to customer service:

My ATM/Debit card is about to expire. Do I need to come in and request a new one, or will one be sent to me?

The response (Support Case #350777) came the next day and I was pleased to find out:

thank you for contacting commerce bank. yes you will be receiving your new debit card at the end of the month.

If you have any other questions, please e-mail us or call 1-800-746-8704. We are available from 7:30 a.m. to 10 p.m. Monday through Friday and 7:30 a.m. to 4 p.m. on Saturday, Central Time.

Sadly enough, the end of January neared and on the eve of February 1, my debit card was declined at an eating establishment. Talk about embarrassing. Reluctantly, I used my credit card to complete the purchase.

Still thinking that my card was stuck in the mail, it wasn’t until Friday, February 3, that I went to talk to someone at the bank. Our discussion turned up the fact that I failed to change my address from February 2005 and that a card had, in fact, been sent to my old address and returned to the bank - the card was sent out on January 9 and returned to the bank on January 14. Yet, when I contacted customer service on January 23, I was never informed that the card was sent OR returned to the bank.

My fault and I take full responsibility (or lack thereof).

But the events that have occurred since my meeting on February 3 have made me think twice about continuing my banking with Commerce:

  1. My address was updated at the bank on Feb 3.
  2. I was told that it would take longer to send the new card to my address (it takes three business days to process an address change and then three more business days to issue a new card), so it was requested that the new card be sent directly to the bank for me to pick up today, Friday, February 10.
  3. In the meantime, I was issued a new ATM card so that I had access to my checking/savings accounts.
  4. Today, when I arrived at the bank to pick up the card, I was informed that the card was sent to my current address, but addressed to the assistant branch manager.
  5. The card was again requested to be sent to the bank, this time overnighted. Unfortunately, the card won’t be sent out today, for whatever reason, and now it will be Tuesday before I have a chance to pick it up.

I’m extremely aggravated with the whole situation. Yes, this could’ve been avoided with me changing my address, but the response that Commerce is giving me and taking care of me (a customer of over six years now), I don’t feel very valued. All I’ve received is an apology.

Here are my complaints...

In my opinion, the customer service needs to be better in situations like this. If a card is returned to a bank, why wouldn’t customer service contact me to make sure everything is okay? Transactions are still going in and out of my account, you’re still receiving my auto loan payments, all of this should tell you that I’m still alive.

Again, this is all happening because I failed to change my address last year. But I don’t think it should take almost three weeks (since first contact with customer service) to resolve this. It’s a hassle not having a card to complete transactions with and I can’t stand paying foreign ATM fees constantly.

This whole situation has really turned me off of Commerce and has made me start to think about moving my accounts to a different bank. I don’t want people to jump through hoops for me, but I want to feel valued and that my business with you means something.

I hope someone can shed more light on this situation and give me the confidence that hands “just aren’t tied,” but something will be done to make me feel better about Commerce and my decision to stay. I’d hate to post my experience on my web site and inform friends about my troubles.

JoLinda Kloeppel has been assisting me in this process and has been pleasant to work with, but she can only do so much. I appreciate her time and wanted to let you know that.

Thanks for your time,
Seth Gunderson

That letter was sent on February 10, 2006. No response. So this morning I sent this letter...

To Whom It May Concern:

I issued a letter last week, on February 10, detailing my recent troubles in receiving a new debit card for my checking account. I was never contacted in regards to this letter, which again makes me seriously question the quality of customer service at Commerce Bank. Fortunately for me, I now have a debit card. Unfortunately, it took 22 days for me to get it. That’s 22 days, or three weeks, since I first contacted Commerce. Three weeks.

I detailed my three weeks of issues/complaints in the last letter, but sadly, there were more:

  1. I was contacted on Monday afternoon to come in and pick up my debit card, as it had been received that day.
  2. Upon trying to use the debit card at a local store, it was again declined (that’s twice, if you’re keeping track).
  3. I was contacted again on Tuesday to come and pick up my debit card, as it had been received that day.
  4. When I picked up the second card, it surprisingly had a new card number. I don’t know why this is, but would’ve loved to know that I was getting a new card number for the companies I had automatic payments with, because now I have been charged fees for having an incorrect card number.

Overall I’m very dissatisfied with my service from Commerce and will be chronicling all of this on my web site for my friends, co-workers, family, or anyone to read. I’m not even going to suggest what can be done to make this right, but I know saying “sorry” isn’t going to do it.

Seth Gunderson

+ original post date: February 15, 2006 08:49 AM
+ categories: All About Seth, I'm An Idiot, KC, WTF


(comments rss feed)

My bank (Bank of America) is pissing me off SEVERELY right now. And as if the reasons I was already pissed (which I don't want to get into) weren't bad enough, they are supposed to have a 12-hour maximum response time on trouble tickets. I have opened two so far, and it's been 27 hours since I opened the first one, and no response.

And now Monday is a friggin' bank holiday, so their lazy asses won't be responding to me until Tuesday at BEST.

+ author: ScooterJ
+ posted: February 17, 2006 05:54 PM

I have been with The Bank of Fayetteville forever, but while I was married I was convinced by Mr. Clunk to ditch BOF and go with Bank of America. It was the most annoying experience ever.

Before online banking, I would always check on my account by getting a print out from a teller at BOF. Once we switched to Bank of America I tried to do the same thing. I went to a teller and requested a print out of my banking activites for the last week or so (it was in between statments). She told me it was going to be a $4 charge. WHAT? FOUR DOLLARS for a sheet of freakin' dot matrix paper? Hell naw. So I closed out the account there and went back to BOF.

The best thing about them is that when you call you talk to human being and their online banking is up to the minute.

So Seth G. you need to move here, end of story.

+ author: Michelle Obana
+ posted: February 18, 2006 10:41 AM

I googled my last name "Gunderson" and you came up :(
By you blog you sound super lame.
It is to bad we have the same last name.

+ author: Luke Gunderson
+ posted: March 6, 2006 03:52 PM

I find this very hard to believe (not to call you a lier). I was a customer for six years and an employee of commerce for a year. I know that when I opened my account in 2000 that they printed me a card in the branch, and as a silly college student I would misplace or break my card all of the time and just go to the nearest branch and walk out with a new card (before i worked there). As an employee I know that all Commerce banks have the same EXACT equipment and that they all have always been able to print cards on the spot, unless there machine was broken or they ran out of cards. In fact, the only time they mail a card is when a store at which you used your debit card reports that they had credit card numbers stolen from them. In addition, the phone customer service, the online customer service, and the branch do not have access to all of the same info all of the time (which i think is stupid)
The only reason im not with commerce is because i moved to a state where they dont exist!

+ author: Darlene
+ posted: October 10, 2007 09:07 PM

having the same problem, its been three weeks,still my atm check card has't arrived. Suppose you have to do things yourself if you want things done the right way. Im frustrated with the thing.

+ author: Laura
+ posted: January 5, 2008 12:54 AM

Commerce Bank is absolutely the worst.

Remember your rights they don't:

Federal law enacted by Congress in 1987 limiting Check Holds on checks deposited into a bank account, and requiring banks and other depository financial institutions to follow a uniform funds availability schedule in processing checks or drafts deposited into an account. Under the Expedited Funds Availability Act, the first $100 of a check is to be available for use at the opening of business the day after a deposit is made, remaining funds on the second day after the deposit if payable by a local bank, and within five days if drawn on more distant banks, after September 1, 1990. Cash deposits, U.S. Treasury checks, official bank checks (cashier's checks, certified checks, and teller's checks), and checks paid by government agencies are also included in checks subject to next day availability. The Expedited Funds Availability Act is implemented by Federal Reserve Regulation CC.

+ author: Commerce Bank is Awful
+ posted: August 15, 2008 11:21 PM

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