I've been banking with Commerce for forever. My childhood savings, my 1st checking acct (which is still in service after 16+ years) and I have my small business checking here and another savings. All accts have been in good standing and can count on 1 hand the number of times checks bounced in 10 yrs, which were all refunded as it was the payees fault for double charging. I've had car loans which were all paid in full, ahead of schedule. I'm closing all accounts.
For the 1st time in the history of me having a checking acct, I was charged a "service charge" of $8. I called to ask about it and the cust svc rep had no idea why as I've always had the free checking options. I hadn't changed my use, met the minimum balance and deposit requirements, and as a small business owner, paid myself from my Commerce business acct on the regular and had not been charged for this before. She said she would refund it, put me on hold, came back to the phone and told me it was a legit charge and there would be no refund. I asked for a supervisor.
The supervisor was the most rude and surly person I've ever spoken to. She dances around the issue giving me a new excuse for the charge when her reasons fail to uphold. One minute it's I don't have a "formal" direct deposit, but as I'm my own payroll and have a business account there, that would seem to be a "self-employed, bigger customer with more accts here" fee. I've been operating this way over a year and it would seem odd that only now do they charge for that. She essentially called me a liar about the acct age on the basis that the acct "title" was not in use when she started 8 yrs ago and thus, this acct was not as old as I claimed even though, had she bothered to check, should have been able to see this number has never changed in over a decade! She claimed it was a legit svc fee for that acct type and she had no idea why I wasn't charged before though I should have been and more / less made it seem she was doing me a favor. What happened- for the 2nd time in history I might add- was that they changed my "free" acct terms without clear notice, started charging for it, made a new type of "free" acct, and offered it when the customer complains. I thought it was a fluke before, but as a 2nd time around, I'm pretty sure it was intentional. She rudely said that she would offer a "one time only" courtesy refund, sarcastically made me wait while she checked to see if I had has this refund in the past year, again more / less calling me a liar and changed my acct title to whatever their latest "free" acct type is. The title changed almost immediately, but the refund never came.
I call a week later to find out why and was made to wait for 11 min to talk to a rep. I'm pretty sure it was the same daft cow that answered, and she put me on hold and disconnected the line. I called again, agreed to a survey after my call and after another 10 min wait finally get through to another person. Info was verified, and I was told I need a different department and put on hold yet again. Finally the person I spoke to went through the transcripts of the previous call and said she saw where I was promised a refund and it was not put in the acct. Color me shocked. She put the refund in and it was almost immediately visible on my online account. In summation, it was a total of 30 min hold time to get them to give what was promised (30 min is a long time to make detailed notes), for a charge which should not have been in the first place. To add serious, ironic insult to injury, while I was on hold for the umpteenth time, the line was ringing on call waiting which was the survey people! How insane is that?! In retrospect, I should have answered and told them to wait and would talk to them as soon as I had service to report about, but thus far, it sucks a$$. I didn't answer as I was afraid of having to call a 3rd time.
I'm done. As soon as everything clears as far as deposits and checks, I will be demanding my money to take elsewhere. Awful place. Run away- fast, far and NOW! read more
