Consumer complaint received 2023-07-03
Company: COMMERCE BANK
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Trouble using your card
Sub-issue: Can't use card to make purchases

Complaint:
Subject : Complaint against Commerce Bank for XXXX XXXX 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 XX/XX/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 XXXX 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 XXXX 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 XXXX 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 XXXX 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 XXXX hung up on me again. I called back and waited almost an hour got a supervisor in security named XXXX who said I will get a call the next on XX/XX/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 XXXX 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 XXXX 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 XX/XX/23. I said I would be filing a complaint and XXXX 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 XXXX 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 XXXX and XXXX 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 XXXX 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, XXXX XXXX

Company response to consumer: Closed with explanation