Consumer complaint received 2025-02-04 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: COMMERCE BANK
State: IL

Complaint narrative:
o I was issued an insurance check for {$11000.00} for a roof replacement for mine and my daughters home back in XXXX. I grew concerned upon not receiving it as a prior payment from the insurance company was direct deposited into my account. When I didnt receive it, I contacted my insurance agent and discovered my ex-wife using my daughters information intercepted payment and had mailed to her. This was verified and confirmed by the insurance agent as when stating she was my daughter, gave her personal number which has a XXXX code. The check was made payable to myself and my daughter, the homeowners and policy holders, and mailed to the house where my now ex-wife lives. They informed me that it had been cashed at the XXXX branch deposited XX/XX/XXXX. I have through my daughter. In fact, SHE did NOT make a call request requesting that payment be mailed Check was made payable to XXXX XXXX and myself was not signed by either party, again confirmed by my daughter. 
o I then alerted the bank on XX/XX/XXXX speaking with XXXX XXXX who confirmed the check was indeed deposited and was signed by me. Neither myself nor my daughter had ever seen the check let alone sign it and informed him that my signature was fraudulently signed. I was told he was looking into it and funds would be frozen and he would call me back on XX/XX/XXXX. 
o I went to the XXXX branch and spoke with XXXX again on XX/XX/XXXX after not receiving a return call who provided the check, and I was able to verify that the signature was not mine and he stated they were still looking into it. I then GAVE XXXX my daughters number and he called her in front of me but not on speaker. XXXX stated that my daughter told him that she saw me sign the check, a statement my daughter very strongly denied saying to him. I then returned later in the day on XX/XX/XXXX with the contractor and was surprisingly met by XXXX XXXX and XXXX with hostility, being told that they didnt care if the contractor needed paid, the fraudulent activity and forged signatures were not their problem and then threatened with police. I repeatedly just kept pleading with them stating that I was the one who alerted them of the fraudulent activity. I never raised my voice, threatened, or even spoke firmly to anyone and was shocked as I was nothing but professional and concerned that the bank allowed a check to be cashed and my signature to be forged. XXXX XXXX the bank manager stated that they had spoken with their corporate security team who advised them to close the account and issue a cashier 's check made payable to my daughter XXXX XXXX and myself that cashier 's check would be available for pick up the next day however only my daughter could pick it up with the appropriate ID. I was assured that the account was being closed and that there was no way any additional fraudulent activity could be done and the only way that the cashier 's check could be cashed would be with both of us present and both of our signatures I left feeling confident that the account was closed and that the funds would be available via cashier 's check from commerce bank. I then called over the course of the next week trying to confirm if my daughter ever was able to pick up the cashier 's check and a message had always been taken, and I never received a return call. 
o Upon speaking w Commerce security on XX/XX/XXXX I was advised to contact my insurance company regarding the original check and submit the appropriate documentation through farmers. I immediately contacted the insurance company and was advised that a Forged Endorsement Claim would need to be submitted. IF Commerce was unable to guarantee funds for original checks. This was not done as I was confident Commerce had found a resolution.

o In an effort to address concerns regarding forged signatures, I was assured the only way the cashiers check issued by Commerce could be cashed would be for BOTH signatures ( mine & my daughters ) endorsed on the check and both parties present. 
o On XXXX after weeks of trying to see if Cashiers check was ready ort picked up, I met w my ex to go to the bank to resolve this issue and meet my daughter in order to obtain the cashiers check : Instead a phone call occurred between my ex-wife and XXXX XXXX in which she told XXXX to leave {$2600.00} in the account and issue a cashiers check for the rest in which I personally heard XXXX tell her that this was not going to happen and that the amount of the cashiers check was going to be for the exact amount of the original insurance check on the same date. I was unaware that my ex-wife was going to state this, and I was not in agreement whatsoever for this to happen. However, I overheard it and felt secure knowing that XXXX was making it clear to my ex that only XXXX could pick it up and would have to provide identification. I was still concerned as to why only my daughter could pick it up and not myself considering the check was made payable to both and was never provided a reason I did not press the issue because it seemed as if we were working towards a resolution and so at this point I felt that the situation was handled and that no additional fraud could occur o On that very same day, XXXX my ex-wife XXXX drove to the XXXX XXXX branch for reasons I do not know and took {$9000.00} out of the account that was supposed to be closed. How was this event allowed to occur? XXXX XXXX very explicitly told her that she absolutely could not do that and would not do that as Commerce would not allow it they did. Not only did they allow fraudulent activity on one check they've now allowed it on 2! My first question would be why wasn't the cashier 's check drafted back in XXXX as we were assured would happen? 
o On XX/XX/XXXX I received a money order in the amount of {$9000.00} in my mailbox. Still short of the amount of the original check I immediately called the XXXX branch and left a message. 
o On XX/XX/XXXX I called the branch again speaking with XXXX and asked how this could happen I explained her that she personally guaranteed me that there was no possible way that this could ever happen again her response was that the account was closed and it was not done at their branch it was done at the XXXX XXXX branch. I couldnt believe my ears when I received her response because I just didn't understand how they allowed this to happen now twice I was very confused yet calm, and obviously concerned and shocked that my complaint was noy being takes seriously and stated that because she personally guaranteed it that I was going to hold her accountable in which she ended the call. No threats were made my voice was never raised. 
o On XX/XX/XXXX I attempted to call the branch at XXXX XXXX and discovered my phone number had been blocked from calling ANY Commerce bank. After calling my provider I was informed that it was not blocked on their end and would have had to have been by someone at the bank. I used another phone and was able to speak with XXXX XXXX who stated that he remembered something about the situation and would have to call me back the next day and provided me with his direct number in case I needed it. 
o Upon returning home on XX/XX/XXXX I received a XXXX XXXX  envelope from Commerce bank XXXX XXXX XXXX XXXX XXXX with a XXXX number enclosed was a very adolescent, undated, unsigned, trespass notice with the header and footer cut off that resembled a ransom notice informing me that I am not to enter any property owned or leased by Commerce bank ever again. This notice was not from anyone or any department at Commerce nor was it dated, signed or able to be identified as a formal notice from Commerce nor did it indicate a reason. Confused as I was nothing but professional and had someone present during each visit to the branch and during each phone conversation, I decided it was best no longer to deal with anyone by the security team to resolve the issue and receive my money back. At this point I could only come to 2 possible scenarios, I was being bullied by someone at Commerce who was making a poor attempt at trying to ensure that I not proceed with a fraud investigation or complaint or someone at Commerce was trying to cover up any negligence on their part. 
o On XX/XX/XXXX. I used another phone and left a message with the teller and was told that XXXX was on the phone and would call me back and never did. 
o On XX/XX/XXXX I called the security phone number and spoke with XXXX XXXX who was extremely helpful and withing the hour was able to email me a cashiers check copy for {$2100.00} the remitter was XXXX XXXX drawn off the account that was supposed to be closed. so that this couldnt happen a second time and signed by XXXX XXXX XXXX forging my signature and my daughters signed over to my ex. I was given a guarantee by XXXX XXXX that this would not and could not happen as she was notified in XXXX that my ex forged my signature! WHY WOULD THE BRANCH ALLOW THE SAME PERSON TO COMMIT THE SAME CRIME A 2ND TIME? WHY WOULD COMMERCE PUT ME THROUGH ALL OF THIS A 2ND TIME? WHAT WAS THE POINT? IVE BEEN LIED TO FOR 3 MONTHS AFTER BRINGING IT TO THE BANKS ATTENTION IMMEDIATELY STATING THIS WAS NOT AUTHORIZED BY MYSELF OR MY DAUGHTER? Looking at the check you can clearly see that the same person signed all three signatures. This was the first time I saw this as I was expecting to see the full {$11000.00}. XXXX stated she was going to investigate and research where the remaining funds were and would get back to me. 
o On XX/XX/XXXX I hadnt heard from XXXX and attempted to call her direct number and was informed by a man named XXXX that XXXX was no longer with Commerce. I then had to start from the beginning with what had happened and told him I would send the time line of events that was sent to XXXX to him to bring him up to speed in which XXXX said he didnt have access to a direct e-mail and told me that I would need to send it to the generic e-mail address he also stated that he did not have a direct number should I need to follow up. I was told he would call me back the next morning. At no point did anyone mention the alleged trespass notice sent. I inquired about the validity of the notice with XXXX as well as XXXX and neither denied nor confirmed nor confirmed nor confirmed nor confirmed nor confirmed nor confirmed or confirmed. 
o XXXX XXXX called me back and stated someone would be sending me an email with a copy of the cashiers check as requested ; to date I have never received the email. 
o XXXX I attempted to contact XXXX and was transferred to a woman who was more concerned that I may have gotten her number from somewhere instead of identifying herself. Once she realized I had been transferred to her she was very helpful and promised to send me the copy of the additional cashiers check for the remaining amount. I then received an email from XXXX XXXX who sent the copy of the original insurance check and stated I am unable to talk with anyone else due to my alleged behavior. I then informed XXXX XXXX that. prior to making false and slanderous statements she should know that my behavior has been nothing but professional and of great concern, regarding the blatant disregard of my claims and the banks failure to investigate

Company response to consumer: Closed with explanation