Commerce Bank Ripoff Utterly Humilated on a Pleasant Friday Afternoon Mount Laurel New Jersey
On Friday Mach 10th, 2006 I went to a drive thru window at Commerce Bank to cash my payroll check from a nationally known defense contractor. Although I have two accounts at this bank, with more than enough money to cover this check I was told by the teller at the window that I would not be able to it because it was deemed to be fraudulent. Dismissing this as a minor inconvenience, but a mistake all the same; I parked my car and went into the bank. Upon approaching the head teller I was told that my check "looked different" from another check by the same employer which had been cashed immediately prior to mine. I stated that perhaps their check was the fraudulent one, but this suggestion was haughtily dismissed. I explained that since I had enough money in my account what the @#$%ing difference did it make, if the check was indeed "fraudulent" the money would be automatically deducted from my savings account (duh!). The teller then spoke with the bank manager and he loudly informed me in front of the 20 or so customers in the bank (who by this time were adamantly staring at the counterfeiter in their midst) that he would cash the check but would have to "put a hold on my account" whatever... he could have done that initially without all the dramatics and condescension. At any rate after a period of approximately 1 HOUR they determined that I was not a great risk to the future integrity of bank operations and proceeded to provide me my cash.
After getting home I realized how unnecessary, nasty and humilating the whole experience had been. I contacted the branch manager and he agreed that because I had accounts with the bank and that the amounts were more than enough to cover the check that the teller and bank manager's response was totally uncalled for. He then told me he would issue a $100 gift check as a compensation for the crappy treatment. Somewhat appeased I told my husband that dinner that weekend would be on Commerce Bank. We dined out at a fairly expensive restaurant in Philadelphia and when the bill came for 145.00 (not including tip) we asked our server to deduct $100 for the gift card and we would pay the rest in cash. Lo and behold the card comes back declined!... Found out later that the card was actually for $80.00 and a 20%tip. We had to tell our server the exact amount of the card which we had every reason to believe was $100.00. Nowhere in the literature provided for this card was there any stipulation of an automatic 20% fee for gratuity that would be deducted. If we had known we could have stated to the waitress that the card was worth $80.00 and we would have payed the addtional $65.00 plus tip. As it was the entire card was just declined with us not understanding why. Fairly embarassing... but luckily we had an american express card on us which then got billed for $175.00 (dinner plus tip). Ideally we would have paid only the additional $75.00
When I called Commerce bank to "Thank" them for their card and especially "thank" them for failing to tell me the true value, they responded that I should have known how these gift cards work. I refer to their website www.commmercegiftcard.com and note that nowhere does it state that if you use the card in a restaurant an automatic 20% will be deducted for a gratuity. Mind you I have no problem giving such a tip (if deserved) but I will make that determination. If you give a gift certificate to someone it should be in the amount shown, or at least specified that you can't charge $100 only $80.00 for otherwise it will be totally declined! Maybe the guy thought we'd use it at the local Denny's so we'd never have the need to worry about going over the amount. At any rate, Commerce got to humiliate me several times this past week. Shame on them for their callousness when I spoke to customer service... as usual it was blame the consumer.
And please don't tell me that I'm being spoiled here or should just be thankful for their "generosity" A heads-up on their policies, both in their bank and in regards to their gift cards would have saved me alot of grief.
Maryellen
Mount Laurel, New Jersey
U.S.A.
2 Updates & Rebuttals
Mike
Radford,Virginia,
U.S.A.
Incident at restaurant not the bank's fault.
#3Consumer Suggestion
Sat, April 01, 2006
First the bank should have given you cash immediately since it was already in your account. It doesn't matter if the check is bad or good, or even if you bring a check at all, since you had enough good money already in the account. They can put a hold on the suspicious check, but you're still leaving the bank with your cash. Unfortuantely it took an hour to find someone who was adequately trained to understand that, which is unexcusable.
It was the restaurant though that messed up with the gift card. Their system tried to authorize $100 + 20% tip, or $120. This was of course declined because the card is only worth $100. Pre- authorizing a tip is I believe not allowed any more and the restaurant needs to upgrade their system.
Many merchants are not set up to split a purchase between two credit cards or part cash and part credit (That practice is discouraged, if not oughtright banned, by the major credit card companies). When you want to pay for a large pruchase partly with one of these gift debit cards, you should first buy a store gift card with the bank gift card. Then use that store gift card along with another method of payment to make the purchase.
M.
Delran,New Jersey,
U.S.A.
I agree
#3UPDATE EX-employee responds
Sat, April 01, 2006
I am an X-employee. I don't doubt you for one minute!!
They harrass the people that shouldn't be, and let fraud go thru!!
Need I say why I am an X-employee. They were so against my morales!!
Wish you all the best. There are some other wonderful banks in that same area. I work at one!!