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Frequently Asked Questions -
(not applicable for Health Services Financing Accounts)
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Online Access Section
Online Payment Section
Account Information Section
Account Security Section
Account Service Section
Helpful Definitions Section
Technical Information Section
 
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Online Access Section:

What do I need to get started?
How do I enroll in BankCards Online?
I've registered, but there are times I can't sign in.
If I have more than one account with Commerce BankCard Center, can I review both accounts online?
What are the costs associated with using Commerce BankCards Online?
What is a QIF Download?
What steps do I need to take to download the account information to my money management software?
If I am enrolled in Commerce BankCards Online but want to discontinue that enrollment, how can I "unsubscribe"?
 
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Online Payment Section:

How do I register my checking account(s) to utilize the Online Payment option?
I set up my payment account(s). Now how do I schedule a payment?
Can I edit or cancel a payment?
How long does it take for payments to post to my credit card account?
How many payments can I make in one day?
How far in advance can I schedule a payment?
Can I still submit payments through the mail?
What happens if the bank I have my checking account with rejects the payment for insufficient Funds?
How will the payment be identified on my checking account statement?
 
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Account Information Section:

How do I change my email address?
How do I change my password?
I have forgotten my password. What should I do?
How do I change my security question and/or answer?
How do I change my address?
How do I name my account?
How can I check my current balance and available credit?
How do I review activity from previous billing cycles?
What is the difference between my "Current Balance" and the "Available Credit"?
What details will I find using the account history feature?
How do I view my transactions?
How do I view the details of a transaction?
Where do I find the Authorized Transactions?
The transactions listed are all associated with one of my accounts. How do I get the system to list my other credit card and line of credit accounts?
How current can I expect my account information to be?
How can I tell if I am past due on my account?
How do I calculate my minimum payment?
What types of email alerts are available?
How do I setup an email alert?
How do I remove or change the email alerts?
How do I request a copy of my Cardholder Agreement and Account Opening Disclosure?
 
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Account Security Section:

Why am I being asked to set up a security question?
Why am I being asked for a Card Verification Number?
What format does the Security Answer have?
How do I choose a secure User Name and Password?
Since I can change my e-mail address on the MY PROFILE page, I presume the bank has a use for it. Is this for bank business or is my e-mail address given to other organizations?
Is my account information safe with Commerce BankCards Online?
To keep my information private, what recommendations do you have?
When I am online, how can I tell if I am on a secure connection to Commerce BankCards Online?
In another section, you advise your cardholders to send only the last four digits of their account numbers when e-mailing Customer Service. What is the reason for that?
 
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Account Services Section:

I asked Commerce Bank to transfer an outstanding balance from another creditor. How can I verify this was done?
What do I do if my card is lost or stolen?
If my original account is reported Lost/Stolen or has been upgraded, how can I view my new account?
When does my card expire?
What if I have forgotten my PIN number?
Where do I send my payment?
What should I do if I have made a payment and it has not posted?
What are the normal business hours of our Customer Service Center?
What is the Commerce BankCards Online Customer Service e-mail address?
What if I want to dispute a transaction? What are my charge back rights and how can I exercise them?
 
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Helpful Definitions Section:

Helpful Definitions
 
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Technical Information Section:

Why might my browser seem slow on this site?
How do I download an updated browser?
What is a cookie?
 
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ANSWERS TO ONLINE ACCESS QUESTIONS:

Q: What do I need to get started?

A: You can sign onto Commerce BankCards Online immediately if you have the following:

A computer, a modem, Internet access and a web browser (suggestions are Netscape Navigator 4.78, Microsoft Internet Explorer 5.5 or updated versions)

Register for Commerce BankCards Online by following the auto registration prompts and selecting a unique User Name and Password. After you have submitted this information, you will receive an e-mail confirming your successful enrollment for Commerce BankCards Online.

If you are unable to complete the auto registration process, you may call our Customer Service Center at 1-800-645-2103 available 24 hours 7 days a week.

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Q: How do I enroll in BankCards Online?

A: To begin you will need to enter the following:

  • Account Number
  • Your name as it appears on the card
  • Then click "Submit"

The next screen you will verify your account (Step 1 of 2)

  • First Name
  • Last Name
  • Social Security Number (last 4 digits only)
  • Birth Date
  • Zip Code
  • Home Phone
  • Once completed click "Next"

The next screen you will create your profile (Step 2 of 2)

  • User Name
  • Account Name
  • Password
  • Email Address
  • Security Question
  • Security Answer
  • Once completed click "Submit"

The next screen will inform of a successful login. To begin using BankCards online click "Sign On". For specific questions regarding Password and User Name please see question - "How do I choose a secure User Name and Password?"

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Q: I've registered, but there are times I can't sign in.

A: There are several possibilities:

  • There may have been an error in one of the logon steps.
    • If you are logged online with no activity for 15 minutes your session will automatically close.
    • You may have used the return key instead of clicking "OK".
    • Perhaps your User Name and/or Password were incorrect.
    • Double-check for spelling and case sensitivity in your User Name and Password. If you cannot remember your User Name and Password, contact our Customer Service Center at 1-800-645-2103 available 24 hours 7 days a week.
  • If you have made three incorrect attempts to log onto Commerce BankCards Online, account lockout will occur. Please contact the Customer Service Center for assistance.
  • Registration was not completely processed. Please contact the Customer Service Center for assistance.
  • Verify that the correct Internet browser is being used and that all Internet connections are complete. There may be problems with your Internet connection or with our system. Please try again later.

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Q: If I have more than one account with Commerce BankCard Center, may I review both accounts online?

A: Yes. Click the "Add an Account" link from any screen, enter your other account's information, and click the "Submit" button. Then select the account you wish to review from the pull down menu under the "Active Account" tab from any screen.

Remember, you can access your personal line of credit as well as your bankcard accounts via Commerce BankCards Online.

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Q: What are the costs associated with using Commerce BankCards Online?

A: None! Commerce BankCards Online provides this as a service to its customers.

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Q: What is QIF Download?

A: QIF Download is a process that allows you to transfer account transactions from Commerce BankCards Online to a file with a QIF extension. This file can then be imported into compatible financial management software of your choice, such as Quicken™ or Microsoft Money®. ***Note: Quicken™ 2006 or newer is not compatible with Commerce BankCards Online.

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Q: What steps do I need to take to download the account information to my money management software?

A: In order to download your information:

You can download your past transaction history by accessing the Transactions page for the period desired. Select a file format and click "Go":

  • Tab Delimited Format (.tsv) - used to import information into spreadsheet or word processing applications. Fields are separated by tabs.
  • Comma Delimited (.csv) - used to import information into spreadsheet or word processing applications. Fields are separated by commas.

Select the file format that you want to download and click the 'Download' button again to access the File Download wizard.

The File Download wizard will ask you whether you would like to Open the file or Save it to your computer.

  • If you select Open, the file will be downloaded and opened in the format of your choice.
  • If you select Save, you will continue with the Save As wizard so you can specify where you want to save the file on your computer or disk.

  • Access the Commerce BankCards Online TRANSACTION ACTIVITY page by clicking on the Transaction Activity tab located in the upper left- hand corner.
  • Click on the "Past Statements" button and select the statement date you would like to download.
  • Click on the "Download" button.
  • The next page will display the available download types. Choose the correct format.
  • The SAVE AS window will appear.
  • Identify the file name and location to where it will be saved.
  • Click "OK".

The account information will be downloaded into the designated file and a DOWNLOAD COMPLETE prompt will confirm the transfer. The next step is to import the file into the money management software.

To Import into Quicken™:

  • Open the appropriate account within Quicken™.
  • Select "File" and then select "File Operations".
  • Select "Import".
  • A QIF Import window will appear and the file that was saved earlier must be selected.
  • Select "Find File".
  • Select the C:\ drive and find the file that was saved followed by .QIF.
  • Select the file and click "OK".
  • Click "OK" on the QIF Import screen.
  • ***Note: Quicken™ 2006 or newer is not compatible with Commerce BankCards Online

To Import into Microsoft Money®:

  • Select "File" and then "Import".
  • The prompt will request the file import to be selected. Locate the file that was saved during the download process and click "OK".
  • Wait for the "Import Complete" prompt and click "OK".

Special Note - when closing the Microsoft Money® application, you will be prompted to back up your account information. This action will protect the information in the event that something happens to the disk. You must select either BACK UP or DON'T BACK UP to exit Microsoft Money®.

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Q: If I am enrolled in Commerce BankCards Online but want to discontinue that enrollment, how can I "unsubscribe"?

A: Call our BankCard Customer Service department at 1-800-645-2103 available 24 hours 7 days a week and tell the service representative that you want to cancel your enrollment in Commerce BankCards Online. We will handle everything for you. If you wish to re-enroll at some point, you will need to use a different user name from the one you previously used to register for the service.

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ANSWERS TO ONLINE PAYMENT QUESTIONS:

Q: How do I register my checking account(s) to utilize the Online Payment option?

A: Once you have logged into the site you can make payments to your credit card(s) by choosing the "Pay Online" link or the "Pay Bill" tab from any screen.

The first time you select either option "Pay Online" or "Pay Bill" you will need to set up your payment information. Click the Add a Payment Account link on the make a payment page. Define an account name (e.g. Commerce Bank Checking), followed by the routing number, account number, (a graphic demonstrating where you can find these numbers on your check is displayed on the right hand side of the set up page) and the account owner's name. Click "Submit" to register the account.

To change information for an existing payment account, simply go to the Make a Payment page and click the Account Name. Your account information will then be displayed where you can make the appropriate changes and click "Submit".

Once your payment information is submitted, you can then make payments each month with just a few clicks. The cutoff time for payments made on any of our regular Business Days through Commerce Bankcards Online is 11:00 PM CT. Conforming payments received after the respective cutoff time will be posted no later than the next Business Day. When the due date falls on a weekend or Federal Holiday, your payment will post to your Account on the next Business Day.

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Q: I set up my payment account(s). Now how do I schedule a payment?

A: You may schedule a payment by clicking the "Pay Online" link or the "Pay Bill" tab from any screen. Select the account from which you would like to make a payment. Modify the fields you wish to change and click "Submit".

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Q: Can I edit or cancel a payment?

A: Yes, you may alter open payment information up until 11:00 PM CT on the scheduled payment date.

  • To edit a payment, select the Payment History page then select the payment you wish to edit. This payment will either have a "Future" or "Pending" status, make the necessary changes and clicking "Submit". Your updated payment information will be recorded and a new confirmation number will be generated.
  • To cancel a payment, select the Payment History page then select the payment you wish to cancel. This payment will either have a "Future" or "Pending" status, make the necessary changes and, click "Submit". You will see a confirmation cancellation page. If you agree with the cancellation, click the "Confirm" button to validate.

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Q: How long does it take for payments to post to my credit card account?

A: Payments submitted before 11:00 PM CT Monday through Friday will post to your credit card account on the day that you make your payment. If you make a payment on a weekend or Federal Holiday, your payment will post to your Account on the next Business Day.

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Q: How many payments can I make in one day?

A: You can only make one payment per account a day.

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Q: How far in advance can I schedule a payment?

A: Payments can be scheduled up to 30 days in advance.

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Q: Can I still submit payments through the mail?

A: Yes, you may continue to make payments to Commerce Bank through the mail, telephone at 1-800-645-2103, ATM, or by any other means by which you are currently making payments.

Commerce Bank
P.O. Box 410857
Kansas City, MO 64141-1857

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Q: What happens if the bank I have my checking account with rejects the payment for insufficient Funds?

A: If your payment is rejected, you will be subject to the same fees as you would if a check for payment was returned for NSF. See your Cardholder Agreement for more information.

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Q: How will the payment be identified on my checking account statement?

A: To help you track your credit card and/or personal line of credit payment the payment description you will find on your checking account statement will be Commerce BankCards Online Payment.

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ANSWERS TO ACCOUNT INFORMATION QUESTIONS:

Q: How do I change my email address?

A: On the top menu click on "Profile/Alerts" next click Update Profile section, make the make the necessary changes then click "Submit". An email will be sent to you verifying the change.

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Q: How do I change my password?

A: On the top menu click on "Profile/Alerts" next click Update Profile section, make the necessary changes then click "Submit". An email will be sent to you verifying the change.

Please remember...

  • Password Requirements: Your Password must be at least 6 characters, but not longer than 20. It is case sensitive, and should contain a mixture of lower-case letters, upper-case letters, and at least one number.
  • Additional Password Recommendations: To increase the security of your BankCards Online, your Password should not contain any four consecutive numbers of your social security number, phone number, or address. Also, it should not include any part of your name or initials. Finally, do not write down your Password or share it with others.

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Q: I have forgotten my password. What should I do?

A: Click 'Forgot your Password?' and answer the questions that follow. If you answer the questions correctly an email with temporary password will be sent to you.

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Q: How do I change my security question and/or answer?

A: On the top menu click on "Profile/Alerts" next click Update Profile section, make the necessary changes then click "Submit". An email will be sent to you verifying the change.

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Q: How do I change my address?

A: You can call customer service at 1-800-645-2103 or stop by your local Commerce Bank branch.

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Q: How do I name my account?

A: On the top menu click on "Profile/Alerts" next click Update Profile section, make the necessary changes then click "Submit". An email will be sent to you verifying the change.

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Q: How can I check my current balance and available credit?

A: This information can be found on the Transactions page. To access the Transactions page, simply click on the Transactions tab located in the upper left-hand corner. In the left margin click on the drop down box "Select period to review" then select the "Current Activity" and click "Go" to view your current account information including, balance and available credit.

This same information can also be reviewed in the Account Summary section on the left hand side.

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Q: How do I review activity from previous billing cycles?

A: To view previous billing cycles click on the Transaction tab then in the pull down menu "Select period to review" Select the statement date you wish to review and click "Go".

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Q: What is the difference between my "Current Balance" and the "Available Credit"?

A: The "Current Balance" is the total amount of your credit line in use at the end of the last business day. The "Available Credit" is the amount of your credit line that is accessible to you right now. The "Available Credit" includes your current credit limit, less the balance, less any cash advances, pending purchases or outstanding payments that we have received but have not yet posted. It is important to be aware that credit card authorization procedures vary among merchants, and that your "Available Credit" is updated based on the authorization information we have received. Therefore, we do not recommend that you use "Available Credit" information as the sole determination of whether you have sufficient "Available Credit" to make additional purchases.

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Q: What details will I find using the account history feature?

A: The account history feature allows you to review all transactions that have posted to your account(s). You will see the date, amount and description of the transaction. You can review all transactions posted to your account on your last statement or since your last statement.

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Q: How do I view my transactions?

A: To view your transactions click on the top menu bar "Review Transactions". Next select the Statement period you would like to view and click "Go." A table listing your transaction will appear below

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Q: How do I view the details of a transaction?

A: To view transaction details click the transaction description this will take you to the transaction detail screen.

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Q: Where do I find the Authorized Transactions?

A: To see the Authorized Transactions select the transaction type you would like to view then the Duration.

Helpful Tips - Transaction Types are:

All - This shows all of the different pending transaction items - approved, declined, referred
Approved - This is a transaction that has not posted to your account yet but is approved.
Declined - This is a transaction that transactions that have been declined and have not posted.
Referred - This is a transaction that is/will be reviewed. It may or may not post to your account.

Duration - is the number of days you can go back to review Authorizations. The maximum number of days back is 7 days.

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Q: The transactions listed are all associated with only one of my accounts. How do I get the information about my other credit card and line of credit accounts?

A: Click the "Register an Account" link from any screen, enter your other account's information, and click the "Submit" button. Then select the account you wish to review from the pull down menu under the "Active Account" tab from any screen.

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Q: How current can I expect my account information to be?

A: Your available credit will be updated on a "real time" basis as we receive your purchase information from the merchants. The transaction detail and current balance for all activity on your account will be added for online viewing every night in a 'batch' process.

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Q: How can I tell if I am past due on my account?

A: This information is always displayed on the left side of the screen through out your active session.

If there is a dollar amount greater than $0 listed next to Past Due Amount then your account is past due.

The minimum payment will be the greater of:

  • $30.00 or the full amount of your total balance if it is less than $30.00; or
  • 3.00% of your new balance plus any amounts that are past due; or
  • 1.00% of your new balance plus any amounts that are past due, plus Fees (excluding Balance Transfer and/or Convenience Check Fees) and Interest Charges accumulated during the billing period.

When a payment is posted to your Account, we reserve the right to restrict or delay all or part of the available credit created by the payment. The restriction or delay of the available credit is for risk management or other related purposes, including but not limited to protection against actual or potential fraudulent activities or unauthorized transactions.

If you have a Commerce Bank account with a Revolving Credit Line, the minimum payment includes any amount that exceeds your Revolving Credit Line plus the greater of:

  • $30.00 or the full amount of your total balance if it is less than $30.00; or
  • 3.00% of your new balance (or your Revolving Credit Line if your new balance exceeds your Revolving Credit Line) plus any amounts that are past due; or
  • 1.00% of your new balance (or your Revolving Credit Line if your new balance exceeds your Revolving Credit Line) plus any amounts that are past due, plus Fees (excluding Balance Transfer and/or Convenience Check Fees) and Interest Charges accumulated during the billing period.

When a payment is posted to your Account, we reserve the right to restrict or delay all or part of the available credit created by the payment. The restriction or delay of the available credit is for risk management or other related purposes, including but not limited to protection against actual or potential fraudulent activities or unauthorized transactions.

For further information regarding your transactions click the "Transactions" tab at the top of the page. The button is located on the left-hand side of the webpage and click "Past Statements" button. Select the most recent Cycle Date.

Or if you would like to receive reminders of when you payment is due please click How do I set up an email alert? for details.

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Q: How do I calculate my minimum payment?

A: The minimum payment will be the greater of:

  • $30.00 or the full amount of your total balance if it is less than $30.00; or
  • 3.00% of your new balance plus any amounts that are past due; or
  • 1.00% of your new balance plus any amounts that are past due, plus Fees (excluding Balance Transfer and/or Convenience Check Fees) and Interest Charges accumulated during the billing period.

When a payment is posted to your Account, we reserve the right to restrict or delay all or part of the available credit created by the payment. The restriction or delay of the available credit is for risk management or other related purposes, including but not limited to protection against actual or potential fraudulent activities or unauthorized transactions.

If you have a Commerce Bank account with a Revolving Credit Line, the minimum payment includes any amount that exceeds your Revolving Credit Line plus the greater of:

  • $30.00 or the full amount of your total balance if it is less than $30.00; or
  • 3.00% of your new balance (or your Revolving Credit Line if your new balance exceeds your Revolving Credit Line) plus any amounts that are past due; or
  • 1.00% of your new balance (or your Revolving Credit Line if your new balance exceeds your Revolving Credit Line) plus any amounts that are past due, plus Fees (excluding Balance Transfer and/or Convenience Check Fees) and Interest Charges accumulated during the billing period.

When a payment is posted to your Account, we reserve the right to restrict or delay all or part of the available credit created by the payment. The restriction or delay of the available credit is for risk management or other related purposes, including but not limited to protection against actual or potential fraudulent activities or unauthorized transactions.

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Q: What types of Email Alerts are available?

A: Email Alerts are available for the following:

  • Credit Limit has been reached
  • Balance is greater than or less than a specified amount that you determine
  • Balance is within a specified amount of your Credit Limit
  • Specified number of days before your payment is due
  • Current statement period ends

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Q: How do I set up an Email Alert?

A: You can set up the alerts by clicking on the "Manage Alerts" located on the left hand side of the navigational menu under My Alerts. On the Alerts Manager screen you can add up to two email addresses for where you would like the alerts to be directed. Once the emails has been inputted click on the top right-hand corner of the page "Add/Edit Alerts". On the Add/Edit Alerts screen you can select the alert(s) you would like by clicking the Active box next to the alert. Then, if needed, determine the frequency of the alert and which email address you would like the alert to be sent.

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Q: How do I remove or change the email alerts?

A: To remove alerts you click on the "Manage Alerts" located on the left hand side of the navigational menu under My Alerts. This will take you to the Alerts Manager screen click on the top right hand corner of the page "Add/Edit Alerts". On the Add/Edit Alerts screen you can remove or change the alerts by un-checking the Active box next to the alert.

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Q: How do I request a copy of my Credit Agreement and Pricing Information?

A: To request a copy of your existing Credit Agreement and Pricing Information, please visit commercebank.com/personal/cards/credit or call 800-645-2103 to request these documents.

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ANSWERS TO ACCOUNT SECURITY QUESTIONS:

Q: Why am I being asked to set up a security question?

A: Your security questions help us verify your identity.

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Q: Why am I being asked for a Card Verification Number?

A: Your Card Verification Number is apart of the technology that we use to enhance security and convenience.

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Q: What format does the Security Answer need to have?

A: The Security Answer must be alphanumeric with a minimum of 1 character and a maximum of 50.

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Q: How do I choose a secure User Name and Password?

A: For your protection, please keep in mind the following guidelines as you select a User Name or Password for BankCards Online through the Internet:

  • User Name Requirements: Your Customer ID must be at least 6 characters, but not longer than 20. It should be a mixture of both letters and numbers. It is case sensitive.
  • Password Requirements: Your Password must be at least 6 characters, but not longer than 20. It is case sensitive, and should contain a mixture of lower-case letters, upper-case letters, and at least one number.

Additional Password Recommendations: To increase the security of your BankCards Online, your Password should not contain any four consecutive numbers of your social security number, phone number, or address. Also, it should not include any part of your name or initials. Finally, do not write down your Password or share it with others.

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Q: Since I can change my e-mail address on the Update Profile page, I presume the bank has a use for it. Is this for bank business or is my e-mail address given to other organizations?

A: Your e-mail address is used only for bank business. We use this information to confirm your registration and give you your initial password. We also will send you notices from time to time of changes in your online services and information regarding bank opportunities, such as special loan rates or accounts. If you wish to be taken off our mailing list at any time, notify us via phone at 1-800-645-2103, mail at Commerce Bank, RLPS-KCBC-12; P.O. Box 411036, Kansas City, MO 64179-9640, or e-mail at CreditCard.Servicing@commercebank.com.

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Q: Is my account information safe with Commerce BankCards Online?

A: Commerce BankCards Online uses a secure website when your information is protected while being transmitted back and forth from the bank to your PC. The information is encrypted when transmitted, which means the data is modified such that it's unreadable to anyone except those users with the correct decryption key. Our service utilizes the most secure encryption, which is updated on a regular basis.

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Q: To keep my information private, what recommendations do you have?

A: We recommend the following:

  • Use the latest version of either Netscape Navigator or Microsoft Internet Explorer. Both of these browsers are certified for use at our site.
  • Keep your password confidential. Change it frequently to ensure that no one else can guess it, do not write it down, and do not let anyone else use it.
  • If you have contacted Customer Service for a password reset, it's a good idea to change the password again, to something you will remember. To change your password go to the top menu bar and click "Profile/Alerts" next click to be in the Update Profile section go to the last box labeled Change password and password assistance. An email will be sent to you verifying the change.
  • Never walk away from your computer without exiting the system first. Once you have ended your session, no further transactions can be processed until you sign on to the system again.

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Q: When I am online, how can I tell if I am on a secured connection to Commerce BankCards Online?

A: Visual indicators of a secured connection may vary from browser to browser.

While you are online, look for a lock or a key at the bottom of your screen. Commerce BankCards Online requires that you upgrade to an Internet browser that supports 128-bit encryption.

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Q: In another section, you advise your cardholders to send only the last four digits of their account numbers when e-mailing Customer Service. What is the reason for that?

A: Commercebank.com and Commerce BankCards Online are secured sites. However, e-mail goes through the open Internet to our Customer Service Center, so the information contained within an e-mail may not always be secure. Therefore, when you communicate with us via e-mail, we recommend that you provide your name, the last four digits of your account number and the last four digits of your Social Security Number. With this information, we can match your request back to the correct account.

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ANSWERS TO ACCOUNT SERVICE QUESTIONS:

Q: I asked Commerce Bank to transfer an outstanding balance from another creditor. How can I verify this was done?

A: Commerce Bank will send a confirmation letter stating the amount of the balance transfer and the issuing bank. If you have not received a letter, please contact our Customer Service Center at 1-800-645-2103 available 24 hours 7 days a week.

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Q: What do I do if my card is lost or stolen?

A: Report this IMMEDIATELY by calling 1-800-645-2103 and selecting menu option #1. A representative can be reached 24 hours a day, 365 days a year, to take lost and stolen card reports. Please use only this method to report lost/stolen accounts. Do not send an e-mail or fax.

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Q: If my original account is reported Lost/Stolen or has been upgraded, how can I view my new account?

A: There are two options available to you:

  • You may sign onto Commerce BankCards Online using your original User Name and Password. Click the "Register an Account" link from any screen, enter the new account's information, and click the "Submit" button.
  • You may also re-register with a new User Name and the new account number.

Please note that if you choose the first option, the original account information will still reflect. In order to view the new account information, you will need to select the account you wish to review from the pull down menu under the "Active Account" tab from any screen

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Q: When does my card expire?

A: The card is valid through the last day of the expiration month embossed on your card. You should receive your new card at least two weeks before the end of the expiration month. If you do not receive your card by this time, please contact our Customer Service Center at 1-800-645-2103 available 24 hours 7 days a week.

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Q: What if I have forgotten my PIN number?

A: To receive a new PIN number, contact our Customer Service Center by phone or e-mail. If you send an e-mail, give your name, current address, last four digits of your Social Security Number, Card Verification Number on the back of your card and the last four digits of the account number. You will receive your PIN by mail within 3-5 business days.

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Q: Where do I send my payment?

A: Please mail your payments to:

Commerce Bank
P.O. Box 410857
Kansas City, MO 64141-1857

To ensure timely processing, write your account number or Social Security Number on the memo line of the check.

Commerce BankCard Center provides several options for making your payment including Autopay, telephone services, online access, payments via our ATMs, or through any Commerce Branch. Contact Customer Service at 1-800-645-2103 available 24 hours 7 days a week if you are interested in using a different payment option.

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Q: What should I do if I have made a payment and it has not posted?

A: Your payment should post to your account within 5 business days from the date the payment was sent. If you have reviewed the account and the payment is not reflected, contact the bank on which your check was written to see if the check has cleared. If it has, please mail a copy of both the front and back of the canceled check to:

Commerce Bank
P.O. Box 411036
Kansas City, MO 64141-1036

You may also fax this information to 1-816-234-2811.

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Q: What are the normal business hours of the Customer Service Center?

A: Customer Service Representatives and the automated account information line are available 24 hours a day, 365 days a year, as is our web site.

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Q: What is the Commerce BankCards Online Customer Service e-mail address?

A: CreditCard.Servicing@commercebank.com

Please be aware that e-mail goes through the open Internet to our Customer Service Center and information contained within the e-mail may not always be secure. Therefore, when you communicate with us via e-mail, we recommend that you provide your name, the last four digits of your account number and the last four digits of your Social Security Number. With this information, we can match your request back to the correct account.

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Q: What if I want to dispute a transaction? What are my charge back rights and how can I exercise them?

A: Commerce BankCard Center must hear from you no later than 60 days after the date of the first bill on which the error appears.

If you have a problem with the quality of goods or services you purchased with a credit card, and you have tried in good faith to correct the problem with the merchant, you may not be liable for the remaining amount due on the goods or services. You have this protection only when the purchase price was more than $50.00 and the purchase was made in your home state or within 100 miles of your mailing address.

If you have any questions, you may contact the Customer Service Center at 1-800-645-2103 option #4.

For prompt resolution, first attempt to resolve your billing error with the merchant. If your attempts fail, you may provide us with information related to the transaction and we will enter it into dispute on your behalf. The Transaction Dispute Form and reason check-off list will assist you in providing all the information necessary to handle your dispute. You may call us with this information, or you may print and complete the forms, then fax or mail them to us. Or, you may include the required information in an e-mail to dispute@commercebank.com. Please be aware that e-mail goes through the open Internet to our Customer Service Center and information contained within the e-mail may not always be secure. Therefore, when you communicate with us via e-mail, we recommend that you provide your name, the last four digits of your account number and the last four digits of your Social Security Number. With this information, we can match your request back to the correct account.

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HELPFUL DEFINITIONS:

Helpful Definitions:

Amount Overlimit - is the amount exceeding your Credit Limit.

Pending Transactions - are transactions that have yet to post to your account.

Transactions Approved - are transactions that have been approved and have posted.

Transactions Decline - are transactions that have been declined and have not posted.

Transactions Referred - are transactions that are/will be reviewed. It may or may not post to your account.

Available Credit - is the amount of your credit line that is accessible to you right now. The "Available Credit" includes your current credit limit, less the balance, less any cash advances, pending purchases or outstanding payments that we have received but have not yet posted.

Cash Available - is the amount of cash you are able to withdraw from your credit card.

Credit Limit - is the maximum dollar amount that your Account has been approved for

Current Activity - is all of your transactions since your last statement.

Current Balance - is the balance of your Account that is updated every business day from the transactions that have cleared your account the previous business day. The Current Balance is the actual balance in your Account on a specific day, and does not reflect any holds or pending transactions (transactions not yet posted).

Last Payment Amount - is the amount of your last payment

Last Payment Date - is the date of when your last payment was due.

Last Statement Date - is the date of your last statement.

Min. Payment Due - is the minimum amount you can pay on your Account.
The minimum payment will be the greater of:

  • $30.00 or the full amount of your total balance if it is less than $30.00; or
  • 3.00% of your new balance plus any amounts that are past due; or
  • 1.00% of your new balance plus any amounts that are past due, plus Fees (excluding Balance Transfer and/or Convenience Check Fees) and Interest Charges accumulated during the billing period.

When a payment is posted to your Account, we reserve the right to restrict or delay all or part of the available credit created by the payment. The restriction or delay of the available credit is for risk management or other related purposes, including but not limited to protection against actual or potential fraudulent activities or unauthorized transactions.

If you have a Commerce Bank account with a Revolving Credit Line, the minimum payment includes any amount that exceeds your Revolving Credit Line plus the greater of:

  • $30.00 or the full amount of your total balance if it is less than $30.00; or
  • 3.00% of your new balance (or your Revolving Credit Line if your new balance exceeds your Revolving Credit Line) plus any amounts that are past due; or
  • 1.00% of your new balance (or your Revolving Credit Line if your new balance exceeds your Revolving Credit Line) plus any amounts that are past due, plus Fees (excluding Balance Transfer and/or Convenience Check Fees) and Interest Charges accumulated during the billing period.

When a payment is posted to your Account, we reserve the right to restrict or delay all or part of the available credit created by the payment. The restriction or delay of the available credit is for risk management or other related purposes, including but not limited to protection against actual or potential fraudulent activities or unauthorized transactions.

Past Due Amount - is the amount was not paid as of the scheduled payment date and is subject to late charges.

Payment Due - is the date that your Payment is due.

Post Date - is the date the transaction is recorded on your account.

Transaction Date - is the date the transaction occurred.

ANSWERS TO TECHNICAL INFORMATION QUESTIONS:

Q: Why might my browser seem slow on this site?

A: Your browser might seem slow for the following reasons:

  • You may have a number of other applications running. Closing these other applications may enhance the speed.
  • You may have a lot of information in your cache. We recommend that you clean out your cache. If you currently have Internet files saved in the cache that you wish to keep, please save these to another location prior to clearing the cache.
  • While Commerce BankCards Online supports all Internet connections speeds, modems at speeds lower that 33.6K may experience slow load times.

Clearing Cache for Netscape Users:

  • Click on "Edit".
  • Click on "Preferences".
  • Click on "Advanced".
  • Click on "Cache".
  • Click on the "Clear Memory Cache" and/or "Clear Disk Cache" button.

Clearing Cache for Internet Explorer Users:

  • Click on "Tools".
  • Click on "Internet Options".
  • Click on "General".
  • Review for "Temporary Internet Files".
  • Click on "Delete Files".

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Q: How do I download an updated browser?

A: If your computer does not currently use 128-bit encryption, you will need to access your Internet browser web site:

**In order to upgrade your system, you will need to have the following: 100MB, a Pentium Processor, 16 MB of RAM, and Windows 95 or 98 operating system. (Mac Requirements: PowerPC, Mac OS 7.6.1, 8MB RAM, 12MB disk space, QuickTime 3.0, Apple MRJ 2.1)

Netscape:

  • Visit the Netscape web site at: www.netscape.com/download.
  • Select the version of Netscape that you want to use and follow the directions from Netscape.

Microsoft Internet Explorer:

  • Visit the Microsoft Internet Explorer web site at: www.microsoft.com/ie.
  • Click on "Download Now" and follow the directions from Microsoft.

Mac:

  • Visit the Microsoft web site at: www.microsoft.com/mac/products/ie.
  • Click on "Download" and follow the directions from Microsoft.
  • Once the download is complete, please double click on the desktop icon and this will install the browser.

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Q: What is a cookie?

A: A cookie is data created by a web server that is stored on a user's computer. It provides a way for the web site to keep track of a user's patterns and preferences. For example, if a user name was stored as a cookie, it would save that person from typing in the same information all over again when accessing that service for the second and subsequent time. The cookie that will be sent by Commerce Bank will be sent and stored on the cardholder's hard drive, however, it will expire at the end of the Commerce BankCards Online session when the cardholder logs off. Our cookie cannot be used as a virus and it cannot read anything on your hard drive. If you choose not to accept the cookie, the Commerce BankCards Online web site will be unavailable.

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