Consumer complaint received 2024-12-30 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: COMMERCE BANK
State: MO

Complaint narrative:
On or about XX/XX/XXXX, I went to the ATM at Commerce Bank on XXXX and XXXX. I deposited what | thought was {$1200.00}. It was definitely at least XXXX. When I put the money in the ATM the door shut and then the ATM just started all over with the welcome to XXXX sign. I tried pushing buttons and nothing worked. I left my car and walked inside. I was told there's nothing they could do. They would have to call the ATM people. After the call it was told to me they wouldn't be there for three hours. I asked if I should come back and they said no because an audit has to be done and I wouldn't know anything for 2 to 3 weeks. I asked for some type of receipt or proof and they said there's nothing they can give me. So basically I was told to just move along and I would get a phone call. I thought with all the technology they would be able to fix this and other than a major headache. I wouldn't have a problem. As of yesterday and stopping by the bank to see what was going on. I was more or less told that they did accounting and there was only {$300.00} deposited. I told them that was absolutely wrong. I am sure of this 110 %. The clerk XXXX basically told me there was nothing they could do. 
When I asked him to get the assistant manager who I was familiar with, and who had worked on this originally for me I was told by him that I didn't have to act that way. I asked him three times what type of way I was acting so that I would not act that way in the future. He could not tell me and he just got up and went to get the assistant manager. She had him call and let whoever know that I still had an issue and the situation needed to be escalated.

The Branch Manager then came over and apologized and let me know ther
e was nothing he could do and I told him I understand it's not his fault. I'm trying really hard not to be disrespectful or rude, but I am frustrated. And he let me know that Commerce doesn't treat customers like that. I let him know the situation with XXXX, who is in apologize and said he didn't mean it like that. 
Which I still don't understand how he meant it. 
And then I told him I've had a few issues with Commerce over the years. Due to the tact there was always someone that worked there that was exceptionally nice. I always overlooked the situation. Or the person that was exceptionally rude. He asked me what type of problems I had and I informed him many. I said one of the issues I have is that the ATM at this store doesn't even work at night. I told him I would have to go to the plaza if I wanted to make a late night deposit. I said to me if you're not offering all the services at one branch that you are another, I said that was sort of like red lining isn't it? Which he replied exactly. He said the reason they do that is for my own safety because that bank on XXXX and XXXX is in a bad neighborhood and next to a bus stop. And which I replied exactly just like you said. That's red lining. Which I think he understood what I was pointing out and what he agreed to and he tried to explain to me that that's not redlining because at least they offer a branch in the neighborhood. I let that one go, but I found it interesting. As far as the missing money, I asked him for a video proof and they needed to do a recount on that money. I asked for some type of receipt to show that I was in there again and he said there's nothing that he can give me. So at the end, he gave me his business card. My whole issue with this there seems to be no standard operating procedure on missing money out of the ATM. The only thing a customer can do is take their word for it that it was handled properly. Basically I got told to go along my way and they would get a hold of me weeks later. Even if this situation gets fixed, it's embarrassing because what do I get as a consumer and apology and sorry we held onto your money for what's probably gon na be a month. I've banked with them for many years many accounts and the one thing I know about Commerce is when you're bringing the money in they wan na give you the world. But if they're dealing with one of your accounts that isn't as heavy as the other ones and they don't know who you are then you get treated like a second class citizen. I find it sad for others that have to go through this and aren't as persistent as I have been. It makes me question how many people they've done this too. all I'm looking for is resolution. I don't know if there's cameras that can at least show I put in more than just a few dollars. I don't know if they can truly count it. I don't know anything because the information I get is limited and just comments that people are making off a couple of posts that I made Online that are starting to cause a stir amongst social media. Any help that you can give me would be much appreciated. I basically learned about this site from a comment on social media. Thank you for your time and any help you may give. This was my precious complaint I thought was logged with CFPB.

Since then I have filed an escalated dispute with commerce and a complaint. They said theres no complaint number so again no proof. I did get a dispute case number # XXXX. 

I have called Commerce so many times I am sick of calling Commerce. I spoke to XXXX in disputes I believe who was very nice and I was told where call back. Never did. Another lady XXXX I believe in complaints said shed call back never did. XXXX today XX/XX/XXXX hed take the complaint but could offer no complaint number. 

I have spoke to a few reps who said my complaint was never logged or dispute. No one is giving me any info other than we recognize our machines robbed you. Heres XXXX $ go away. I want to know how they came up with this.im asking for proof and have been. I didnt steal their money and if I had intentional or not XXXX would be paid. They act as though its my problem and I need to deal with it. I need help. 


I also recorded calls with employees promising help with no call backs and picture proof how long I was on hold trying to figure this out. 

I have reached out on social media and also received very little to no help. Im so upset with commerce right now for putting me through this. Such a huge waste of time. Petty theft. Im beyond disappointed

Company response to consumer: Closed with explanation