Complaints

This profile includes complaints for Evolve Bank & Trust's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Evolve Bank & Trust

  6000 Poplar Ave Ste 300 Memphis, TN 38119-0928

  
• 

  Evolve Bank & Trust

  6070 Poplar Ave Ste 200 Memphis, TN 38119-3910

  
• 

  Community First Bank

  515 Pennsylvania Ave Fort Washington, PA 19034

• 

  Evolve Bank & Trust

  220 Continental Dr Ste 208 Newark, DE 19713

• 

  Evolve Bank & Trust

  371 Park Street West Springfield, MA 01089

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mortgage payment is $1314 monthly, pay thru automatic payment plan with Evolve. Junes mortgage was $1914 (not authorized). Called Evolve 6/4, spoke to **** who stated the extra charge was for escrow to cover an anticipated $6,200 property tax payment for 2026. Actual taxes paid by Evolve in Dec was $2,300. I did receive the higher tax bill because in Dorchester county homeowners must declare property is for personal use, not a rental. **** stated the $6,200 was paid but then refunded (not true, I checked with the county). She stated, after talking to whoever, Julys mortgage would be $1314 but I would not get back the extra $600 incorrectly charged to me. I get Julys statement and its for $1,934, as if the 39 minute phone call I made never happened.

  

  Business Response

  Date: 06/26/2025

  Evolve
  Bank & Trust works with several partners to provide banking products and
  services. The complainant's account was opened through Evolve's Mortgage. We requested
  that Evolve's Mortgage research the circumstances of the complaint. Please see their
  response below. Any further questions should be directed to Evolve's Mortgage  directly as
  they are the party responsible for handling disputes.   

  Attached
  is the payment history and then  2 escrow analysis, one was effective
  6/1/2025 and the other effective 7/1/2025.

  Payment
  History: taxes in the amount of $6,187.95 were disbursed on 12/23/2024. 
  There was a tax refund in the amount of $3,775.09 that posted 1/8/2025. 
  
  Both
  escrow analysis reflect the projected taxes to be paid at the higher amount of
  $6,187.95, the system is now reflecting the reduced amount of $2,412.86. 
  
  Requested a new analysis and it has been completed, new payment starting
  7/1/2025 will be $1,458.04.  This info will also be sent to the borrower
  via USPS. 
  
  In
  regards to the June payment not being authorized, the customer was on auto pay
  and cancelled it on 6/3, the June payment posted 6/2.

   

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are saying that I took money from my **** account and no such transactions ever took place.

  

  Business Response

  Date: 06/10/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.   

   Upon checking it seems that the case has been sent to the fraud team, case has been investigated and it seems that our fraud department determined that there was no record or evidence of fraud on his account. We suggested member to contact his external bank account to explore more options. Member didn't want to be contacted anymore.

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23414964
  
  I am rejecting this response because:they took money from my account that they where not authorized to do and have refused to cancel my account and refund me for the money they took.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/10/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.   

  We understand that you do not accept the previous response. In order to further assist you securely please reach out to **** support at ***************** Alternately you can contact support via phone or chat in-app.

   

• Initial Complaint

  Date:05/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my job purse with my card in it April ******* someone was using my card and my phone unauthorized to order and pay for items I contacted **** Bank via Chat so they can file my dispute for $2,000 The last authorized transaction that I MADE was on March ******* , unauthorized transactions have been happening after April ******* . After I out in a dispute the next day they closed my account so they wouldnt have to give me provisional credit/refund !!

  

  Business Response

  Date: 06/09/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.   

  Ms ***** wanted to file a dispute for some charges that were not authorized and were taken without her knowledge. Upon checking we could see that a dispute has been filed for those unauthorized charges, member has been educated about the dispute process and the timeframe of the investigation.

• Initial Complaint

  Date:05/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an unauthorized charges with Dispute case numbers 2505203892CDispute case number 2505073585CDispute case Number 2505094551CAddition dispute case numbers below2505203892C2505192904C2505171733C2505156359C2505156312C2505151824C2505084380C2505081569C2505073610C2505073513C2505073463C2505073397C2505073384CDispute case numbers on my **** pro card Account number # ******************* Buisness Account number Ending in 3928 that is powered by Branch and funded from Evolve Bank & Trust. I have filed multiple disputes stating that I never authorized the charges in my *********** contacting **** pro dispute team by phone I requested all closed,banded,withdrawn,resolved claim be open not closed and was told I will receive provisional credit within 10 days its been past ********************************************************************************* 3339This dispute team violated the rules in Regulation E for un-authorized transactions I did not authorized.I contacted the merchants in Amazon chargeback department they told me they already reverse each transaction back to same card method used in the fraudulant unauthorized transactions however these credits have not posted as a credit to my new pro card ending in 3339I am requesting an expedited provisional credit for all disputes I just want my money return and for **** pro card to not closed my account in retailation for filing a complaint with ************************ for billing dispute complaints that needs further resolution of my monetary lost.

  

  Business Response

  Date: 06/05/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.   

  Hi *****

  Thanks for reaching out. Our support team reached out to you regarding the status of your disputes. Currently the investigation is still in progress for the disputes that remain open. The disputes that have been declined have had the evidence and reasoning submitted to you. We apologize about any inconvenience this may have caused.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23376250
  
  I am rejecting this response because:
  
  

  I am disappointed that my account was closed due to retailation of filing a ************************ complaint also This dispute team is not in compliance with regulation E

   in sending to merchants as they instructed the dispute **** to request chargeback, Also the dispute team  approved provisional credits for my disputes and than 10 minutes later closed the account not given me access to my funds while the investigation is ongoing.

   

  Also as contacting the merchants in my disputes the merchants stated they did return funds back to old card 0345 as a refund and it is the dispute team to approximate the funds to my new card which the dispute **** never credited.

  ****** also stated they did refund and return the funds per chargeback request I did requested all disputes be re-opened but was denied due to no error occured from the dispute team which I appeal and request all disputes be re-open as unauthorized charges.

   

  Since the account is closed I am now requesting a cashiers check mailed to me as soon as possible mail to address on file.

  Terms and conditions I did not violate however the dispute team violated their own terms when it comes to regulation E

  

  Business Response

  Date: 06/05/2025

   

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.   

  Hi *****,

  Thanks for responding, Branch has sent a check to the address on file with the remaining balance of your account. Branch sent you the terms of service regarding the closure. The status of the disputes was sent to you, along with any evidence and documentation regarding those disputes. Branch considers the matter closed at this time.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23376250
  
  I am rejecting this response because:
  
  

  I don't consider this complaint closed until I received my cashier check of the funds that is owed to me in the mail I also consider Branch dispute team a failure in resolving correctly my dispute case without actually resolving it with the merchants they were so hurry to say no error has accured as looking at other consumer complaint theirs history of Branch closing out customers accounts when filing a legit dispute and always say no error accured instead of just following Regulation E  I would like to know when a check was actually mailed and also the amount on the check??

  Customer Answer

  Date: 06/07/2025

  I ***** **** is  Appealing dispute  from merchant Amazon For amount ****** DISPUTE ID # ***********  that was debited from old debit card on 5/3/2025  Transaction ID ***********      I requesting BRANCH dispute team to re-open or create new dispute 

  This dispute was originally filed incorrect and than withdrawn this dispute needs to be filed as unauthorized and sent to ****** as Unauthorized under regulation E.

  As contacting Amazon chargeback **** ****** stated they never received a charge-back request as unauthorized but as a billing error Amazon stated on June ******* that Branch must follow regulation E

  and resend correct chargeback as unauthorized and than Amazon will credit card ending in 0345

  since this account is closed I am requesting the remaining ****** in a cashiers check to mailing address on file within 10 days from this notice to prevent further ************************ complaints filed.

  I am appealing this charge and is requesting effective date 06/07/2025 as my appeal date

   

  Customer Answer

  Date: 06/07/2025

  see attachment from merchant the merchant reverse charge but Branch never gave me credit of ****** credited to new debit card and a check wasn't sent for this amount. I am requesting refund check

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been debiting my account of 1.00 since last year they claim I have an account but I donot have an account and never did. I was issued a refund of such recurrent charges but the refund was applied to this alleged account that I cannot gain access to even if I want to. They are deceptive and their practices should be looked into immediately because they are committing crimes and fraud against consumers.

  

  Business Response

  Date: 06/02/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.   

  Ms.***** wanted to get help with some membership fees that were collected without her knowledge. Upon checking it seems that a refund has been issued for all the membership fees, however since member doesn't have access to the account and since we are no longer able to access to the account we encouraged member to contact her external bank to explore more options.

  
  

• Initial Complaint

  Date:05/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a checking and saving account with **** app which is associated with evolve bank &trust member fdic. I began to use it to save my money between April and may 2025 . I was having some trouble with transferring my money from my saving to my checkings may 15 2025 . So I call them and they told me my limit of transferring was 200$ a month which I found very weird . But I said alright no problem.May 17 I wake up and my account is closed . I dont have access to my online bank account or any of my money . I have ****** in my saving account with them and 35$ in checking . They wont give me an answer or reason on why they closed my account without telling me why or even giving me an answer . When I call I cant talk to anyone because it just tells me My account is closed and hangs up and when I email them take forever to reply and when they do they keep telling me they dont have any information. At this point I just want my money that was in my account I have children and bills . I never would have thought they would have done that to me . For any reason at all !

  

  Business Response

  Date: 05/23/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.   

  Ms. ******** wanted to continue using her account, however it seems that the closure was requested due to high risk activity on the account. Upon checking it seems that member was educated about the closure process and since checks were already issued we encourage her to wait for those 2 to post.
  
  
  
  

• Initial Complaint

  Date:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $6,075 dispute process that happened from april 27th all the way back to October 2024. I have tried to dispute my lost funds 3 times with a company called **** Banking, which is a partner to Evolve Bank & Trust. I have been on the phone with customer support at least 3 times to solve the dispute and they said they will file the dispute and look into it and days later I receive an email stating that they chose not to dispute the money that I lost to them.

  

  Business Response

  Date: 06/03/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****.We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.   

  Mr. ******** submitted a complaint due to unauthorized transactions he received on his account. Upon checking the dispute was already filed, the member didn't send the form to apply for the provisional credit but the dispute is still on investigation.

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We currently have 7 employees that have not received their direct deposits from Friday 5/09. The use your partner for online banking ****. We have called every day this week to complain to Evolve and they send us to **** and we get nowhere. Evolve has stated they see the funds come in to **** on 5/09 with the tracking numbers we give them. **** tells our employees they were cancelled and sent back to us and they have not been. Evolve has said the funds are still with ****. Call after call we are told we will be called back and no one ever calls. This is a week for 7 employees to not receive their payroll direct deposits - they can't buy groceries, make rent and there is no compassion from Evolve or ****. I have been in payroll for 30 years and have never had such a horrible experience with banking before. Neither Evolve or **** is doing anything about this issue. I am including one of 7 tracer numbers.

  

  Business Response

  Date: 06/03/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through ****. We requested that **** research the circumstances of the complaint. Please see their response below. Any further questions should be directed to **** directly as they are the party responsible for handling disputes.   

  Ms. ****** (non member) submitted a complaint due to 7 of her employees had not received their Direct Deposit. Upon checking, member contacted asking for information from 4 of the 7 employees because they are **** Members, but we couldn't share any information to her due to she was not the owner of the accounts. 

  Customer Answer

  Date: 06/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***** ******

  ******************

  **********, CA 90802

  
  

• Initial Complaint

  Date:05/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 3rd I was driving an **** ride and was called by persons presenting themselves as **** support, they walked me through a test and as part of this fraud.Had me create an **** ******** (managed by Evolve Bank & Trust/Mastercard) and transferred $151.12 then sent with my data to the thief who them hung up when I questioned the transfer.1. I reported it immediately to **** who agreed it was fraud and deleted the connected card.2. I immediately contacted **** ******** services who informed me that only their dispute service could resolve the issue.3. Their dispute group told me today that since I approved the transfer they are declining my claim as they are not a bank.Complaint 1. **** ******** sent a card I told them NOT to send to my old address and when called they said don't worry about it since it cant be activated. Except they keep sending cards to an address I cant control.2. The card creation was the fraud. It was never my intent to create the card and the fraudulent transfer to the thief.3. **** ******** did not address the issue timely and ignored my complaint that I had never intended to create the card or the transfer. They focused only on the fraudulent transfer then stated since they arent a bank they had nice further obligation.I want the return of the $151.12 to my account and the deletion of my account with **** ******** from their system.

  

  Business Response

  Date: 05/21/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.   

  Hi *******

  Thank you for reaching out. At this time Branchs dispute team conducted an additional review of the dispute and determined that the dispute was not decided in your favor. Branchs dispute team emailed you the evidence used in the decision. At this time we consider the case closed.

• Initial Complaint

  Date:05/02/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was going to work for a company named ****. They offered a branch debit card and nurse a direct account to get paid. So I got the card. When I decided I was not going to work for nursa I called the number on the back of the branch account to close the card. I waited online for 40 minutes I was sent to another person I thought the car would be closed then they said they would escalate it and send me an email. They wanted every piece of personal information you could ever ask of a person sent to them by email. As you know in this current climate of identity theft and fraud I will not be doing that they should not have even requested that. I am *********************************************************** my life and I have never been asked for personal information like that by email. On the back of the card it says he filed Bank and trust they're the ones that help branch do this I called them and they could not close the account either they said they would send a ticket to customer affairs Department that would take five to seven business days. I should be able to close any account that I have opened at any time without having to go through this I am reporting both branch and evolve Bank and trust and I want something done about this so that is easier in the future for people to close their accounts. I want these account closed immediately. How dare they ask me for my personal information by email like that in order to close my account!! My phone number is ************ can someone please contact me about this matter. I chose any branch of evolve Bank and trust because it's not a specific Branch but the company itself that I am complaining about. If they are going to subcontract two companies like Branch they should make sure that they deal fairly with their customers when they want to close their accounts. If you need any further information from me please call me and I would like to know what is being done to resolve this issue and how I close this

  

  Business Response

  Date: 05/08/2025

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that Branch research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Branch directly as they are the party responsible for handling disputes.  
  
  Hi *****, 
   
  Thanks for reaching out to Branch. Our support team attempted to reach out to you regarding your request to close the account. Currently the account is closed per your request. We apologize about the inconvenience.  

  Customer Answer

  Date: 05/08/2025

  They have close my account I am satisfied. In the future I asked that the practice of requiring information by email to close accounts is not acceptable. It should be able to be done over the phone with the same personal information that was to be provided via email. It's only for verification they don't need it in writing so the whole world can get a hold of it.