Commerce Bank for iPhone 4+

We have used the mobile app to make deposits for over a year and it was always flawless, but the last two times we have used it, we have received an error after submitting the deposit that an “endorsement can’t be detected” and to re-take the photo of the back of the check. We are a business and use an endorsement stamp. The first time several tries were necessary to get the check accepted, but today it won’t accept one of several checks regardless of how many times we try. The only difference is that this endorsement is at a slight angle but is very clear. We called the support number and were told to take the check to the branch for deposit. Something seems to have changed that makes the mobile deposit less forgiving. Although technically correct, we don’t consider getting in a car and driving to the branch to be “mobile deposit!”

We're sorry to hear you're experiencing difficulty with mobile deposit. To ensure best results, please use handwritten endorsements only. Please also review our "Helpful Tips" within the "Commerce Mobile Deposit FAQ's" within the "Support" section of the app for other suggestions on ensuring a successful mobile deposit. If you continue to experience difficultly, please let us know. We can be reached at 844-782-7206. Thank you.

I’m Sad to say; I was offered an opportunity to come to yalls Bank from a few people. And when I explained how I was spoken to in the Branch one day, I was then told to call Customer Service. As I called customer Service, I was then told that they couldn’t proceed with a phone call because I couldn’t be verified. After they finally gave me to a manager, and I explained what had happened; he then proceeded to explain to me that they needed to verify me so they could see whom was lookkng in my account. After I then explained that NO ONE WENT INTO MY ACCOUNT, he suddenly felt obligated to assist me. So now I was treated rudely in the branch by a Branch Manager, and was now being treated rudely by a Customer Service Manager. This is Highly unacceptable. I don’t know how y’all do it here, but where I’m from, they have empathy and respect for fellow customers. As I emptied my accounts today in the branch, I was then asked again by an employee what my reasoning was for wanting the accounts closed. I then began to explain what had previously happened……. He politely nodded, and just said it pretty much happens. No apology, no…. Can one of our Managers st this Branch assist U, NOTHING!!!! Sorry, but this isn’t how I do business. Nor will I in the future.

We apologize for the experience you encountered at our branch and with our Customer Care Center. It's disheartening to hear about your experience during your interactions with us.
Your feedback is invaluable, and we assure you that we take it very seriously.
We understand that this experience has left you feeling frustrated and disappointed, and for that, we apologize. We strive to provide exceptional service to all our customers, and we regret that we fell short of your expectations.
If there's anything else we can do to address your concerns or if you would like to provide further details, please don't hesitate to reach out to us directly.

This seems to be a recurrent problem I’m having with you all, I pray for it to be resolved it’s frustrating. But my account on my IPhone gets locked a lot and there is too much robbery going on for that to be happening. I’ve called a couple of times, well today I spoke with a young lady by the name of Sabrina O. she was great!! She went above and beyond to not only help me find the problem but fix it, and walk me through it as I set it up on my phone. Sabrina helped me so that it would be easier for me to get help any time I needed it, and was so pleasant. It’s nice to talk to people kindly, you
never know what they might be going through, or have gone through. Nor what you might be dealing with when you walk out the door. Have a blessed day and Happy Memorial Weekend.

Yours,
Jill Burwell

Thanks for your kind words, Jill. We’re glad you were able to work with Sabrina and get what you need. We really appreciate you taking the time to share your experience with us and others. Have a wonderful day!