Consumer complaint received 2026-01-22 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: COMMERCE BANK
State: IL

Complaint narrative:
Subject : Unauthorized Closure of My Commerce Bank Credit Card Account Resulting in Financial and Credit Harm Complaint : I am filing a complaint against Commerce Bank for the unauthorized and improper closure of my credit card account by one of their representatives, which occurred on XX/XX/year>. 

I called Commerce Bank because I could not remember the password/access code I originally set up during my credit card application. I contacted customer service expecting assistance with identity verification.

Instead of verifying my identity through standard procedures ( security questions, personal information, account details ), the representative closed my credit card account without my authorization. I did not request, consent to, or approve the closure of this account.

This action caused immediate and significant harm, including : -Potential damage to my credit score, as an involuntary account closure can negatively impact credit utilization and account age -Loss of access to an active credit line, which affects my financial stability and available credit -Emotional distress and disruption, as the closure was abrupt, unjustified, and done without any attempt to properly verify my identity -Loss of trust in the banks handling of my personal and financial information Closing a credit card account because a customer can not recall a phone access code is extreme, unreasonable, and outside normal banking procedure. This was a failure of proper customer service, identity verification, and account security protocols.

I am requesting : * A full investigation into the representatives conduct * A written explanation from Commerce Bank * Immediate reinstatement of my credit card account * Assurance that this type of unauthorized and harmful action will not occur again Commerce Banks actions have caused financial and emotional harm, and I am requesting CFPB intervention to ensure this issue is corrected and prevented in the future.

Core Consumer Protection Principles That Apply Here 1. Right to Fair Treatment Banks must treat consumers fairly, reasonably, and without arbitrary or punitive actions.

CLOSING MY credit card account because you forgot a password violates this principle.

2. Right to Accurate and Transparent Information I should be given clear explanations, options, and verification methods not punished for asking for help.

3. Right to Proper Identity Verification Banks must use standard verification procedures before taking any action on an account.

Closing an account instead of verifying your identity is improper and harmful.

4. Protection Against Unfair or Abusive Acts Under federal law, banks can not engage in practices that : Cause substantial harm Are not reasonably avoidable Have no legitimate benefit to the consumer Closing MY account over a forgotten access code meets this definition.

5. Right to Financial Stability and Credit Protection Banks must avoid actions that unnecessarily harm your credit profile or financial standing.

An involuntary account closure directly affects : Credit utilization Average account age Credit score stability 6. Right to Responsible Customer Service Consumers have the right to expect competent, nonharmful handling of their accounts.

Company response to consumer: Closed with explanation