Rude and Harassing Collection Procedures
I have been with the Downtown Branch of Commerce Bank for about 8 years or so.
I have my VISA Card with them, and a high credit limit.
For two consecutive months I have not received a bill on my Commerce Bank VISA, and it has nothing to do with the Post Office because I have NEVER had a problem with them, and ALL my other mail and bills have arrived timely.
Please Note: The people at the St Louis Downtown Branch are wonderful, friendly and helpful and very responsive, especially Jan Robertson. I have absolutely no complaint about them.
HOWEVER, Kansas City is apparently staffed by quite a few "jerks" who seem to care nothing for your problems when you call them.
EACH TIME they have failed to send me my VISA bill, they have tacked a $35 charge for "late payment" when they did not provide me with a bill. They haughtily tell me they sent it to the address I gave them, but the bills have stopped coming, and no one there seems to care. They obviously would rather dun me $35 each time they fail to provide me with a bill.
BUT that's not the worst part, although I am demanding they remove the two $35 charges.
They have been calling me every day just after 9 AM and usually just before 9 PM, though tonight it was at 7:13 PM and they left a message to call their billing/collections department. I called back at about 9 PM and after wading through their voicemail system I finally got through to a human being. I didn't raise my voice or use any bad language, but I told the lady that they seem to have a policy of harassing their customers until they have thoroughly demoralized them and bills get paid just to stop the harassment. She abruptly told me she didn't have to take that from me. I didn't use curse words or raise my voice, but she hung up on me.
THEY are the ones who keep failing to provide me with a bill, yet they hit me with their late payment fees and the irritating phone calls. If they call me early in the morning (let's assume for a moment my payments are legitimately late), do they somehow think I can have a payment in their hands in Kansas City that evening. What is the purpose of the evening calls if not to harass?
They may think they are within the parameters of the applicable federal collection statutes, but if they keep it up, I am going to file a lawsuit against Commerce Bank here in St Louis seeking actual and punitive damages for the intentional infliction of emotional distress. And I'll have one of my friends file it, but actually, I have been trying jury cases for 35+ years, and this one would be like falling off a log.
Judging from some of the other complaints I have read tonight, they have a real problem in their Collection Dept. and in other departments in Kansas City, and they ought to try to be understanding and helpful rather than sarcastic, supercilious and rude.
I am now done, but I hope all the people out there who have had problems with the sending of their VISA bills, unjust and unfair late charges, and complete rudeness when the customer calls seeking help, will write my3cents.com and share their experiences. Gil Beckemeier, St. Louis
Tonight, when I called them back and finally got a human being,