Consumer complaint received 2015-09-08 00:00:00
Product: Credit card — 
Issue: Closing/Cancelling account — 
Company: COMMERCE BANK
State: IL

Complaint narrative:
I opened a Commerce Bank secure credit card about one year ago with the recommendation from a local banker. And after having the card for about ten months, I went to the branch and asked whether it was possible for me to be given a regular credit card. The banker helped me to apply for the regular card, and promised to call me with any updates, which she never did. The application was rejected due to the reason that I am not a permanent resident. Even though I could understand the reasoning, and can accept this decision, Commerce Bank and their local employees did not at any point during this process informed me that the bank does not approve regular credit cards to non-resident, while knowing for a fact that I am not a XXXX citizen or a permanent resident. To be more specific, at the time of opening of the secured card, I asked them about the possibility for getting a regular credit card after opening the secured one for about a year, and the banker told me that it was possible, and when I went to the branch to apply for the regular card, the banker XXXX same one ) did not mention the fact that the regular card is not available for non-residents. I am not sure that if it is an actual break of law or any regulation, but I was under the wrong impression that getting a regular card was a possibility. I am not satisfied with the fact that Commerce Bank did not point out this rule, and this information is nowhere to be found on their website or the materials sent to me. 

The second part of the complaint is that after I learned that I was rejected the regular card, I asked the local branch to close my secure account, as there is no point to keep this useless card while paying for the {$49.00} annual fee. At first, I called the customer service, and the representative told me that I needed to go to the local branch to close the account, and that I might still be charged for the annual fee, because they would need 30 days to process this request ( I decided to close the account on XXXX/XXXX/2015 ). I just could not understand how is this even possible ( being charged for the annual fee even though I decided to close the account, and the fact that it takes 30 days to close the account ), but I followed their demand and went to the local branch to close the account. The banker submitted my request and told me that it usually takes less than 30 days for the process to be finished, and I should get my money back in about three weeks ( I have the recording of our conversation as I could not trust their words anymore ). 

I put in my request on XXXX/XXXX/2015, and the card, later I found out, was closed on XXXX/XXXX/2015. However, after waiting for over 30 days for my money to be put into my checking account with them, I still have not received it as of today XXXX/XXXX/2015. I tried to call them last week asking about this issue, and they promised to call me back, but they never did. Therefore, right now I would like to ask for help with getting my money back, since it has been well over 30 days, and since I need the money as soon as possible in order to pay my bills which are due next week. I seriously doubt that Commerce Bank will be willing to pay for any late fees and interests incurred with my bills, so I just would like to ask them to give my money back.

Company response to consumer: Closed with explanation