Business Profile

Bank

Evolve Bank & Trust

Complaints

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

Customer Complaints Summary

254 total complaints in the last 3 years.
107 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/08/2024
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.
I bank with them, I have an account and ****** was taken from my account and I filed a dispute and they wouldnt give me my money back told them my information was compromised, got a email saying it couldve been compromised a few days later then I reach out again no update ! Claim denied! Got a email from EVOLVE BRANCHES PARTNER BANK TWICE saying my information was compromised resubmitted dispute told me not to do it again because the answer was already given got ANOTHER email saying I was compromised and they still will not give me my money back and I want my money back ! Their workers are Terrible put you on hold for 5 mins for notes after you requested a supervisor just to not provide a supervisor because of their terrible customer service and everyone whos touch my account needed to be handled
Business Response
Date: 08/08/2024
In order for Evolve to provide any assistance, we will need additional information. Please provide us with your Fintech partner's information, account number, and card number.
Initial Complaint
Date:08/07/2024
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.
Hey , I filed a fraud claim with Step Bank/Step Debit ********** been almost 10 ******** still dont have any provisional credit. My debit card was used without my authorization at the atm when I lost my card & every time I contact support they tell me its a Regulation Z claim which is FALSE! Debit card fraud with unauthorized charges falls under Regulation ***** should by law be provided with provisional credits or an update within 10 days & not 90 days.
Business Response
Date: 08/16/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Step. We requested that Step research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Step directly as they are the party responsible for handling disputes.
Step has reviewed the transaction that shows that the customer was in the same location with full access to their phone depositing cash while the *** withdrawals were also occurring. In addition, the PIN number that was set is required to be used for all *** transactions and it was used for the following *** withdrawals.
Initial Complaint
Date:08/05/2024
Type:Sales and Advertising 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.
Evolve had a data breach over a month ago and just now sent out emails warning customers about it. I asked them to delete all my information since I never agreed to work with them in the first place and they stopped responding to my emails.
Business Response
Date: 08/20/2024
In order for Evolve to provide any assistance, we will need additional information. Please provide us with your Fintech partner's information, account number, and card number.We will also need the name of the account. Details should also include if it is a personal or business account.
Initial Complaint
Date:08/05/2024
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 have a account with this company. They put a freeze on my account out of the blue. When I contacted them the first time to find out why the froze my account they told me it was suspicion of fraud. I asked what was the suspicion and they told me it was declined cash app payments. I told them it was t no fraud and that it was me trying to send money to my girlfriend. A month and 4 calls later my account is still frozen for no reason. They keep telling me that they'll escalate the issue for faster response and I still haven't gotten any info on my account. I currently have $212.51 stuck in the account and they're just giving me the run around.
Business Response
Date: 08/06/2024
In order for Evolve to provide any assistance, we will need additional information. Please provide us with your Fintech partner's information, account number, and card number
Initial Complaint
Date:07/27/2024
Type:Customer Service 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 just received an email from this company saying that they have been hacked and that all my information has been taken my contact info , my name , my birth date and social security number i am absolutely furious that this has happened it has taken me over 2 years to get my credit back together and i am in the process of buying a house and now this could hurt my chances if someone tries to take credit out in my name while this is in process i would like to know what else is being done to help the victims of this mess other than some credit monitoring c*** that i dont get how that will stop anyone from using my information to get credit and i would like to know how a bank is not secure enough to have stopped this nonsense from happening i am so upset right now and if i do have any money in your bank i would like that back immediately
Business Response
Date: 07/29/2024

At this time, we have evidence that files were downloaded from our systems. The investigation is in its early stages, but it appears that names, Social Security numbers, bank account numbers, and contact information were affected for most of our personal banking customers, as well as customers of our ********************** We have also learned that personal information relating to our employees was also likely affected.
We are still investigating what other personal information was affected, including information regarding our Business, Trust, and Mortgage customers.

********************** began to send the first rounds of individual notifications on July 8, 2024. These notifications will include an offer of two years of comprehensive credit monitoring and identity protection services for U.S. residents, while international residents will be offered dark web monitoring services where available. Additionally, the notices will provide detailed information of these services, along with instructions for registration and contact details for our dedicated call center established to assist with enrollment and address any inquiries related to the incident. Our initial round of notifications is expected to be completed over the coming weeks. Our investigation is ongoing, and we anticipate subsequent, smaller rounds of notifications.
**************************************************************************************************************

**************************************************************************************************************
Initial Complaint
Date:07/25/2024
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 have an account with ************ and online bank partnered with evolve bank and trust. Ive had money stolen from my account. I have disputed the transactions and Ive gotten no resolution from ****. I have tried on multiple occasions to speak to someone in the dispute department, which is not possible. What they are doing is ridiculous and I need some help.
Business Response
Date: 08/05/2024
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.

Hi ********, we apologize for the experience you had with the dispute. After looking it over, your dispute submitted on July 11, 2024, was ruled in your favor. Final credits were granted on July 25, 2024.
Initial Complaint
Date:07/23/2024
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.
Bank not refunding money
Business Response
Date: 07/25/2024
In order for Evolve to provide any assistance, we will need additional information. Please provide us with your account number, card number and Fintech partner's information
Customer Answer
Date: 07/25/2024
My act # was 269102509677. My debit card # was ****************
Customer Answer
Date: 07/26/2024

Complaint: 22030307

I am rejecting this response because: My act # was 269102509677. My debit card # was ****************

Sincerely,

*******************************
Business Response
Date: 07/26/2024
Evolve thank you for the additional information provided, but we also needing your Fintech partner's information.
Customer Answer
Date: 07/26/2024
What is Fintech partner? My account with you ********************** bank went through **** banking and it's almost been 2 months since my 916 dollar's was stolen and I'm waiting for my refund
Customer Answer
Date: 07/30/2024
I still haven't received a response from them and I haven't received my 916 refund yet either
Customer Answer
Date: 07/30/2024

Complaint: 22030307

I am rejecting this response because: I still haven't received a response from them and I haven't received my 916 refund yet either

Sincerely,

*******************************
Business Response
Date: 08/05/2024
Evolve Bank and Trust works with many partners to provide banking services to their customers. In order to provide assistance and locate the partner with which your account was opened, we have requested that you provide us with some specific information. While we want to help you resolve your complaint, without that information Evolve is not able to research your complaint and provide a resolution. Should you provide the information requested below, we will reopen your complaint and work with our partner to provide a resolution.
Initial Complaint
Date:07/17/2024
Type:Sales and Advertising 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.
July 7 was the day the transactions happened and then followed by them changing my email and phone number. So I was locked out of my account. *** contacted both step and the bank Evolve Bank and Trust and neither have helped me or offered to fix it. Every dime of my check I deposited was taken. I had $445.30 and then at 2:17 am July 7 my money was taken out and then at 2:35 am a charge was made to upwork for $21.50, then $44.38 for ********* was made right after. Then I was locked out of my account because the person who hacked my account changed my login information and I was no longer to sign in. Nobody wont do anything. I want my money back. I just got an eviction notice. Please help me.
Business Response
Date: 07/26/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through B9. We requested that B9 research the circumstances of the complaint. Please see their response below. Any further questions should be directed to B9 directly as they are the party responsible for handling disputes.

The customer has been refunded, and B9 assisted them in refunding their funds to their linked external **** Prepaid card.
Initial Complaint
Date:07/13/2024
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.
After I filed a dispute and was denied I was sent a letter saying that there has been a data breach in the system and my account was hacked before the email from branch my claim is valid they cancel my old card and sent a new one and this account has had many different transactions and problems all year they refuse to fix the problem then send an email stating there datas been breeched
Business Response
Date: 07/18/2024
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 regarding your dispute. At this time the decline stands stated on the previous reasoning: Documentation provided does not support dispute claim, and the disputed transaction required that you confirm the amount to be withdrawn from a linked account. Additionally, we had the disputes and risk team review your account and found no evidence of 3rd party take over.****** sent over an email with info regarding the data breach from Evolve. We apologize about the inconvenience.
Customer Answer
Date: 07/19/2024

Complaint: 21984045

I am rejecting this response because: your bank was breached months ago this happened months ago you failed to alert us that the data breach was so severe and offer us 2 year of credit monitoring there for my account was hacked or you would not offer credit monitoring your company just doesn't want to pay because your scared of lawsuits if we're me I'd just pay the small amount 0breached vrs the class action suit that this breach could cause thousands of other ppl to ban together t

Sincerely,

***************************
Initial Complaint
Date:07/12/2024
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.
I had my first payroll check deposited into B9 one of there banking servicesmy company I work for sent it Tuesday night to them. I still havent received it! They cant even tell me where its at even after I provided a trace ID with it! Its been 3 days and 3 nights now!!! Going on the 4th night now!!! I have a family to feed and these people are not doing anything except making excuses as to why they cant contact the department to address this immediately!!! I have checked my numbers on everything and info on everything and all my ts and is are crossed and dotted! Ive confirmed with corporate as well that it was sent to them! And they keep pushing me off about my check!!! Please help immediately!!!!
Business Response
Date: 07/25/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through B9. We requested that B9 research the circumstances of the complaint. Please see their response below. Any further questions should be directed to B9 directly as they are the party responsible for handling disputes.

B9 have reviewed this issue, and the matter has been resolved. B9 has contacted the customer personally in order to confirm resolution. After being provided with the trace number, B9 immediately started investigating the missing funds;however, funds were received before information could be obtained. We apologize for any inconvenience this may have caused.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Evolve Bank & Trust is BBB Accredited.