Consumer complaint received 2017-10-12
Company: COMMERCE BANK
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Delay in processing application

Complaint:
I visited Commerce Bank in XXXX XXXX Missouri XXXX, I have been a customer there for several years and someone was fraudulently using ach debits on my personal checking account to make payments for their own account. This was the second time within 2 weeks this matter occurred, to speed up the process in order to get my money back I had to go there in person to sign an affidavit. During my visit with the bank manager XXXX he claimed there was nothing the bank could do and this is what I have to do each time this happens. I explained my income is Social Security money and I was worried if this kept happening that my money could all be tied up and I would start bouncing auto payments or missing payments I have due. He said they had a good deal on a credit card with the bank that had no interest for a year and could payoff another credit card and be charged only 5 % interest on that and on overdrafts, it was better than having the standard overdraft protection the bank offers although there is a fee of {$20.00} each time instead of the {$37.00}. He said, I can you an answer in no time and it will only take a few minutes if that. I agreed to start the process and decided I would payoff my XXXX XXXX XXXX and close it out as a result. During the application process this manager just up and asked me " how long have you been XXXX? '' I was stunned, no one ever from a business stand point had ever asked such a question ... very personal and unrelated to finance or my ability to finance I thought. Almost simultaneously following that very disturbing and inappropriate question question, the process which I was assured would only take a few minutes changed to .... '' they 're going to have to review your credit and consider a limit, I 'll have to get back to you later today maybe ''. I was in complete shut down, stunned that I was being singled out for being XXXX, asked questions unrelated to business, and more or less spinning with rejection from this perception as it was being created in front of my face over being on fixed income for being XXXX, simply put " not worthy ''. 

I called to complain about this by asking for the Managers supervisor to return my call. I explained what was going on and this person chose to defend and put words in place for his manager, stating " I do n't know what happened and there are two sides to every story, maybe he was just making conversation ''? 

You mean prying, filtering, screening, and discriminating against me for being XXXX? 

First I 'm told it only takes a few minutes to get an answer, the discovery that I 'm on XXXX is made and then it 's delayed and now they are unsure. 

I just finished off a car loan on 5 years in XXXX XXXX, I have a XXXX XXXX XXXX with a XXXX dollar limit ... no one there asked of my condition. I have XXXX XXXX with a XXXX dollar limit, no one there asked me anything about my XXXX. I have a new car loan with XXXX XXXX started in XXXX XXXX i HAVE PERFECT PAYMENT RECORDS AND HAVE HANDLED ALL MY ACCOUNTS EXTREMELY RESPONSIBLE. THIS ALSO INCLUDES MY MORTGAGE PAYMENTS OF XXXX A MONTH THAT HAVE HAD FOR 25 YEARS NOW .... all responsibly paid on. 

I even explained to the manager I was recently pre- approved by Commerce for a Mortgage Loan of over {$100000.00} on my complete own as an individual, THE LOAN DEPT THERE DID NOT ASK A THING ABOUT MY XXXX OR HAVE IT AS AN ISSUE TO CONSIDER ... THEY PRE-APPROVED ME. 

MY CREDIT SPEAKS FOR ITSELF. This is my point and why I 'm shocked and dismayed that Commerce Bank was now making my illness an issue to hold back a process. I do n't believe for one minute that anyone with my score and a job would have been scrutinized or screened like I was for something that I was assured would only take a few minutes tops .... the fact that I had to disclose I was on social security is verified through a letter of benefits by SSA that I can and have had to obtain, the SSA makes these available each new year to people for this very reason. 

Discrimination is when you do n't make all the people applying have the same requirements, is everyone applying at Commerce Bank asked " how long have you been XXXX ''. 

Worse is this, I understand asking me if I have had benefit income for a certain amount of time, I have no problem discussing my financial position for credit application matters. I do not understand at all " how long have you been XXXX " applied to qualifying for a loan though? I get XXXX income, how long I have that is one thing but how long have I been XXXX is not relevant and wholly inappropriate. I had to explain this to two grown adult men who could n't seem to realize what they were asking and/or defending of being asked. Are you kidding me? 

Commerce Bank has the luxury of knowing I 'm on XXXX because # 1 I had to express this over having my money stolen from my account and explaining it 's ssa fixed income. # 2 I had to disclose this for proof of income. By asking me how long I have been XXXX they began a screening process that they ca n't apply on anyone else or will, just the XXXX. Due to the fact that I was assured it only took a few minutes and know I have good credit and a great credit history, this delay created to " further review '' me and application it is pure discrimination based on me ( or anyone for that matter ) being XXXX. 

I was 100 % SINGLED OUT where a person with a paycheck would not be I know your agency does not practice in opinions, legal or political and I respect that but if I need to prove my XXXX and provide you my SSA Benefit Letter, I gladly will. 

Funny thing, I applied for several mortgage approvals over the past two years and credit cards from other companies, I was approved by all and none of them had the option to see me in person and the one place where I have banked for years and they do know me and can see me? I get scrutinized the most and put on hold. 

At XXXX I called this manager and informed him I no longer was interested in obtaining a credit card with Commerce Bank. He told me it was too late to stop the process but he will try and do it anyway, I will call you back later and let you know what I find out. 

It 's XXXX am XXXX XXXX now, no one from Commerce Bank as contacted me or attempted to contact me. I 'm giving him 24 hours before I call him to point out it 's been 24 hours .... 

I suggest no one who is XXXX use this institution, it 's pretty clear how they practice their craft at Commerce Bank and it includes finding ways to NOT serve those of us all in the same boat, the boat of denial XXXX has created for the XXXX who bank there

Company response to consumer: Closed with explanation