Consumer complaint received 2019-07-23
Company: COMMERCE BANK
State: OK
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
On XX/XX/XXXX I ran my credit report using XXXX Credit Report. To my surprise my report had a credit card with Commerce Bank listed. I have attached the Account Details below. Come to find out my mother had opened this card on XX/XX/XXXX and had me listed as an authorized user. When I called Commerce Bank Customer Service I was told I was the primary and that I was jointly liable for the debt incurred on this card. I never signed any paperwork to even be listed on this card. I have asked Commerce Bank multiple times to provide me with an authorized signature from me. I was told the law was different in XXXX and a signature was not required. An Authorized User is not the same as Joint Contractual Liability and I want my name removed from this Account. Commerce also told me they had to choose a primary so that is why my name is listed. So a bank chose a XXXX year old XXXX XXXX  with no credit to be the primary listed on the card. This is obviously an excuse because that makes absolutely no sense. Also a look into my credit history ; I did not start opening cards until XXXX. And to mention again they NEVER had my signature. I was also told that it was probably a paper application filled out in the mail. I never filled out any application, never applied by phone, or asked to be listed on the mentioned account. I did not make any of the charges. The bill has never been sent to my address. Payments to date have not came from me. Please Note : this is affecting my Debt-to-Credit Ratio 101 %. 

I have called numerous times ( XXXX, XXXX, XXXX to list a few ) and have been told again and again that they will not remove my name until the balance is paid to zero. My mother can not pay the full balance ; hence the reason she has been making payments. At one point Customer Service told me they would send a letter to my mother to sign to take full liability of the debt and when they received it back then my name would be removed and she could continue making payments. The letter was signed, sent back and received by Commerce Bank. I called XXXX and was informed by a supervisor ( XXXX XXXX ) that the debt had to be paid to zero. I explained that this was not what I was told and she apologized that her staff was confused. It was even admitted by Commerce that my name should have NEVER been put down as the primary. 

I have also attached the email correspondence. Beginning XX/XX/XXXX. Please take note the response time from Commerce Bank. Last being over 2 weeks. I have also called numerous times and the average hold time for me is 45-50 minutes after being transferred multiple times. 

Please provide me with any necessary steps I can take to remedy this issue. 

Best Regards XXXX COMMERCE BANK Account Number Reported Balance {$12000.00} Account Status PAYS_AS_AGREED Debt-to-Credit Ratio 101 % Available Credit $ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account Details View detailed information about this account. Contact the creditor or lender if you have any questions about it. 
High Credit {$12000.00} Owner JOINT_CONTRACTUAL_LIABILITY Credit Limit {$12000.00} Account Type REVOLVING Terms Frequency MONTHLY Term Duration 0 Balance {$12000.00} Date Opened XX/XX/XXXX Amount Past Due Date Reported XXXX XXXX, XXXX Actual Payment Amount Date of Last Payment XX/XX/XXXX Date of Last Activity Scheduled Payment Amount {$270.00} Comments Contact COMMERCE BANK XXXX. XXXX XXXX XXXX XXXX, MO XXXX XXXX Email Traffic. 

From : Commerce Bank Support <XXXX> Sent : XXXX, XX/XX/XXXX XXXX XXXX  To XXXX Subject : RE : Multiple Attempt to Remedy Issue Good Morning We do apologize for the delay in responding to your message. 

Unfortunately we are unable to provide specific account detail via unsecure email. 

If you have access to online banking please send us a secure message through your message center. 

Or please contact our Bankcard Department at XXXX. 

We are available to assist you from XXXX XXXX to XXXX XXXX 7 days a week, including holidays Thank you for being a valued part of Commerce Bank. 

XXXX From XXXX Sent : XXXX, XX/XX/XXXX XXXX XXXX To : Commerce Bank Support XXXX Subject : Multiple Attempt to Remedy Issue EXTERNAL EMAIL-Exercise caution when opening attachments or clicking on links. 
* * * * I have spoken to Customer Service several times. The end result was Commerce would send a letter to be signed and returned. This letter was returned several weeks ago and the issue is still not remedied. You should have detailed notes in your system to refer back to. To sum it up..there is an account open under XXXX and XXXX. The signed letter was returned to remove my name XXXX off the account. I need this to happen immediately. This account is affecting my credit. It has been admitted by Commerce that my name should have NEVER been put down as the primary. I understand you can not provide personal information via email, but I just need the issue resolved. 





XXXX From : Commerce Bank Support XXXX Sent : Friday, XX/XX/XXXX XXXX XXXX To : XXXX Subject : RE : Multiple Attempt Request for personal information Good Morning We are sorry to hear that this is happening to your account. 

Unfortunately we are unable to provide specific account detail via unsecure email. 

If you have access to online banking please send us a secure message through your message center. 

Or please contact our Bankcard Department at XXXX. 

We are available to assist you from XXXX XXXX  to XXXX XXXX 7 days a week, including holidays Thank you for being a valued part of Commerce Bank. 

XXXX From XXXX Sent : Monday, XX/XX/XXXX XXXX XXXX To : mymoney XXXX Subject : Multiple Attempt Request for personal information EXTERNAL EMAIL-Exercise caution when opening attachments or clicking on links. 
* * * * My credit report shows a credit card with Commerce that I was unaware of. I did not make any of the charges. The bill has never been sent to my address. Payments to date have not came from me. I believe this card was opened by my mother XXXX who was meaning for me to be listed as an authorized user. When I spoke to your call center I was told I was the primary. I am requesting the paperwork where I signed to be the primary user. 
I have called numerous times and still have not received an acceptable response. I have also called a local branch and did not receive any feedback. The first call I was told they could not provide the information I requested. The following calls I was put on hold and then the line disconnected. 
Please respond ASAP because this is affecting my credit. 

Regards, Sent from Mail for XXXX XXXX

Company response to consumer: Closed with explanation