Consumer complaint received 2022-10-18
Company: COMMERCE BANK
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Commerce Bank in XXXX, Missouri : XXXX stopped in to change personal checking to a " relationship '' checking. While making this change XXXX XXXX, personal banker II suggested changing our debit card to a Platinum debit card because it had more perks and " looked cooler ''. I told her we did not want the card if our debit card # would change as we have many accounts and businesses tied to that debit card. She said she didn't think it would change and I reminded her several times during the conversation that we did not want the card if the card # would change. She attempted to print the new Platinum card while we were there and was not successful for whatever reason. I again reminded her of the card # change. She said she would reach out to someone and ask if the card # would remain the same if we upgraded to the Platinum card. She said she would call the next day to let us know the answer. I would think a Personal Banker level II would have known this. We then left pending her answer. 
Bank was closed the following Monday. 

XXXX XXXXXXXX XXXX  XXXX XXXX called to let us know that our current debit card had been cancelled and a new Platinum card issued!!! This was done WITHOUT our consent! XXXX stated that the girl she contacted took it upon herself to cancel our current debit card and issue the new one. I told XXXX that this can not happen and to reverse this transaction immediately and reminded her once again of all the accounts and businesses we have tied to our current debit card. She said she would talk to someone else and see what could be done. 

XXXX XXXX XXXX  I called and left a message for XXXX XXXX asking if she had an answer about the unauthorized cancellation of our debit card. 

XXXX XXXX pm XXXX XXXX called to tell us there was nothing she could do to fix this. I asked to talk to the branch manager XXXX XXXX. XXXX was not available so XXXX said she would have her call me. 

XXXX XXXXXXXX XXXX XXXX called and we discussed the issue of an unauthorized cancellation of our debit card. I explained the impact this would have on my husband and I. We are XXXX XXXX XXXX that live far out in the country without internet access and little cell phone service. I explained to XXXX all of the accounts and businesses that we have tied to the now cancelled debit card and asked her how in the world are we supposed to transfer all of the accounts and businesses to the new card without internet/phone service to do so. XXXX said she would reach out to the Supervisor of the girl that cancelled our debit card. 

XXXX XXXXXXXX XXXX Called and left a message for XXXX. 

XXXX after no return call from XXXX, my husband and I drove to the bank to speak with XXXX. We were told she was in a meeting. We speak with XXXX XXXX and she said she would call by the end of the day. 

XXXX XXXX XXXX XXXX XXXX called to tell us there was nothing that could be done to reverse this. She transferred me to XXXX then XXXX went into XXXX 's office so all 3 of us could talk. XXXX told me she contacted the debit card department and was told that once a new card is issued, the old card is marked as inactive but we can still use it for 30 days but after that we HAD to use the new one! I can't even wrap my head around this. I would think this is an illegal activity, I told her I would like the name of the Supervisor that is over the girl that cancelled our card. I also asked for more information so I could file this complaint, dates/times of communications to internal departments. 

XXXX XXXXXXXX XXXX  As of today I have not heard back from XXXX XXXX, branch manager of the XXXX Commerce Bank, or XXXX XXXX XXXX XXXX XXXX. 

We NEVER authorized the cancellation of our current debit card in order to be changed to a Platinum debit card. 

Our current debit card goes completely inactive on the XXXX of XXXX per XXXX. We did receive the new Platinum card but have not activated it, as per XXXX, our current card will immediately be deactivated once we do that.

Company response to consumer: Closed with explanation