Commerce Bank — Local services in Clayton

I opened a new account here about 7 weeks ago, responding to a new customer offer I received in the mail. I went online and created an new account. A few days later, I received an email stating the bank needed proof of residency for the past two years and I needed to go into a branch. Since I worked in Clayton, I went into the bank and initially spoke with a teller who said I could speak to a banker about it. Once I met with a banker, her newness on the job was exhibited by having no idea how to execute this request. The teller came to the assistance, copied my documents and I expected everything to be accepted and my account functional in a day or so. Not so! I kept getting emails and physical letters in the snail mail, stating the bank needed proof of residency and if I didn't respond within 3 weeks, my account would be closed or frozen. I received an email survey from the bank asking my how my experience had been since opening. I completed it and asked someone from the bank to contact me. Crickets. I received my debit card which I tried to activate. 30 minutes on hold for a customer service agent and in the end they didn't know how to help me. So I went back into the Clayton bank, spoke with a teller about it and asked if someone was available to speak with me about this. There wasn't, so I asked if someone from the bank would call me. Zero response and at this point I am prepared to go back into the bank to just close my account, and get a cashier's check for the balance I deposited about 3 weeks ago. Same as before, no one available and some woman in the bank said I would have to wait, but she couldn't help me. I'm more than agitated at this point and told her just to close my account. Whatever her reasons for creating a scene and trying to stop me from closing my account, she said I would have to leave or she'd call security. On my way out the door I told her to close my account.

One would think at this point, a person from the bank would really make an effort to save a customer and keep the funds. Nope, a couple days later I attempted to use the debit card or to just see if it was still valid with funds in the account. I was at a location in Webster Groves and my account was locked, but not closed. I spoke with a teller at the branch and after explaining my story, was able to communicate with someone online while assisting me with the account. Within 15 minutes, the issue with the banks issue of proof of residency was resolved, and my account was unlocked but still opened, providing I wanted to keep it open.

Since then, I am at a loss for words mostly how to explain the complete and utter lack of even the minimalist amount of customer service. They send you a survey to ask you how your experience has been, tell them truthfully and yet not hear a reply or follow up. You physically present the requested documents in person to their bank, yet they may as well gone into the trash. You make multiple appearances to the bank in person asking for help or at a minimum, have a person familiar with the situation call me, yet ignored as to feel Commerce Bank doesn't want your new account or your business. No matter how you look at this, they are a highly dysfunctional bank with serious communication, customer service, training and lacking the ability and knowledge to treat someone right. Since receiving their offer to open a new account, I've received three more offers from other banks with a better incentive. I don't envision much more time with them wondering what else could they possible mess up...

I opened a checking account there and no one ever mentioned anything about "dormant account fees" I got charged 30 bucks a month until I realized and of course they wouldn't return my money. At BMO bank if an account goes dormant. They simply close out the account and mail a check to the person. Commerce on the other hand prefers to take money from their customers with fee structuresthat are absolute nonsense. The staff is always rude and unprofessional to their clients. They don't read you the fine print then charge you for it later. The branch Manager Tina was callous and unsympathetic to the situation. I will never bank with...

CommerceBank sucks. If you are out of state like I am and are trying to get anything accomplished, you have to wait on hold for 10 minutes before speaking with anyone on the phone and the customer service rep doesn't provide any help at all. If you e-mail the bank, you are lucky to get a response within 4 days and the customer service rep just sends you some blanketed generic response. Stay away and go to Charles Schwab or somewhere else that has better...