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:05/28/2024
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.
On May 19 2024 i initiated an ach from my everbank to transfer my money to everbank from yotta and they rejected my ach and so i tried from my bank with yotta to ach transfer to my ufb linked account from yottas app ***** on may 23 ********************* my ufb account. And i tried to call and let messages and no phone call from them and they have disable my debit card weeks ago and have left message also but no answer
Business Response
Date: 05/28/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.

Customer Answer
Date: 05/28/2024

Complaint: 21759727

I am rejecting this response because:
Please give me the address and phone number for both Synapse Brokerage CMA and FINRA and how can I file a complaint for both

Sincerely,

***********************************
Customer Answer
Date: 05/28/2024

Complaint: 21759727

I am rejecting this response because:
Please give me the address and phone number for both Synapse Brokerage CMA and FINRA and how can I file a complaint for both

Sincerely,

***********************************
Business Response
Date: 06/03/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

***** chose to migrate to the Synapse brokerage service. When they did so, the account became part of the brokerage program. the routing and account number stayed the same for their convenience.
The link for the title 1 and title 2 agreements for the Synapse Brokerage Program are included.
*********************************************************
**************************************************************
Customer Answer
Date: 06/03/2024

Complaint: 21759727

I am rejecting this response because:
***** from yotta support assured me on May 30 2024 that my money is insured with FDIC. And I want my money ach to my external account as soon as possible

Sincerely,

***********************************
Customer Answer
Date: 06/04/2024
This is what ************ replied to me on chat

We are continuing to experience issues with all banking services including - all ACHs, Wires, and our debit and credit cards due to an outage with Synapse Brokerages banking processors.
Regarding FDIC - funds are eligible for FDIC insurance and are held at member FDIC banks. The issue is that the banking processors and networks that move money through the banking system are not currently operating. We rely on banking partners and their banking services for money movement.
Unfortunately, at this time those processors and institutions have halted all fund movement and there are no alternate money movement options for accessing funds until this issue is resolved.

Business Response
Date: 06/27/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.

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

***** chose to migrate to the Synapse brokerage service. When they did so, the account became part of the brokerage program. The routing and account number stayed the same for their convenience.
The link for the title 1 and title 2 agreements for the Synapse Brokerage Program are included

*********************************************************
**************************************************************
Initial Complaint
Date:05/28/2024
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.
Evolve Bank is where my credit card account resides, recently charges to preauthorized transactions are being charged to my account and the authorization for that charge remains on my account. Credit card company states they need to hold funds for 30 days. Previously, this was never the case as soon as an amount is settled the HOLD on those funds is released. They are holding about $`1000 of rental car charges from ***** that have already cleared my account.
Business Response
Date: 05/31/2024
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.

Hello ******, Thank you for reaching out, we understand this is frustrating for you. Our Support Team has followed up directly via email and provided you information regarding your pending holds and when they will be released. We apologize for any inconvenience this issue may have caused.
Initial Complaint
Date:05/27/2024
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 currently have an account with ********************** and am unable to make a withdrawal or close the account. ********************** has made no effort to resolve the issue or return my money. I have contacted Evolve several times and they have not been helpful.
Business Response
Date: 05/28/2024
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: 05/31/2024
Please let Evolve Bank know that my account number is ********** and the FinTech partner's information is CapitalJ Inc. d/b/a/ Juno. They can be reached at ****************** or **************************************.
Customer Answer
Date: 05/31/2024

Complaint: 21766435

I am rejecting this response because: Please let Evolve Bank know that my account number is ********** and the FinTech partner's information is CapitalJ Inc. d/b/a/ Juno. They can be reached at ****************** or ***************************************

Sincerely,

*****************************
Business Response
Date: 06/03/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

**** chose to migrate to the Synapse brokerage service. When they did so, the account became part of the brokerage program. the routing and account number stayed the same for their convenience.
The link for the title 1 and title 2 agreements for the Synapse Brokerage Program are included.
*********************************************************
**************************************************************
Initial Complaint
Date:05/24/2024
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.
I have an account with ***** and they keep my money in an account with ********************** Bank and Trust. Evolve has decided to stop processing ACH transfers for Yotta so I cannot withdraw my money from them anymore until they decide to start ACH again. Money has been on hold since about May 10, 2024.
Business Response
Date: 05/28/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
Customer Answer
Date: 05/28/2024

Better Business Bureau:

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

Sincerely,

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

, OK 73541
Initial Complaint
Date:05/22/2024
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 cannot withdraw my funds from Evolve Bank & Trust. ***** partners with Synapse and Evolve Bank & Trust to hold my funds. The *** transfer is disabled by Synapse and Evolve Bank & Trust, and my funds cannot be withdrawn since May 10th. Synapse has blamed Evolve Bank & Trust for not being able to release the funds. I need to be able to withdraw my funds from Evolve! Synapse claims they have done their part (see screenshot) and Evolve is holding my money and not letting me withdraw.
Business Response
Date: 05/24/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.

Customer Answer
Date: 05/24/2024

Complaint: 21747344

I am rejecting this response because:
Referring to Evolve's statement: "In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes Program Banks to receive increased FDIC insurance." -- It is not clear if Evolve is the ***, Demand Deposit account, or both. Which is it?
Additionally, It is not clear why I have an Evolve routing number and account number and cannot withdraw my funds. Does Evolve any have other routing+account number that I can use to withdraw my funds that is still showing in Yotta app?
This seems to me that Evolve is clearly violating FRB policies. ******************* Banks examine banks (i.e. Evolve) to ensure and enforce compliance with consumer protection and fair lending laws and promote local community development to ensure that they responsibly meet the financial needs of their communities. Since I cannot withdraw my funds within a Evolve routing+account number, what is ********************** doing to ensure my financial needs are met?

Sincerely,

*******************
Business Response
Date: 06/03/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

***** chose to migrate to the Synapse brokerage service. When they did so, the account became part of the brokerage program. the routing and account number stayed the same for their convenience.
The link for the title 1 and title 2 agreements for the Synapse Brokerage Program are included
*********************************************************
**************************************************************
Customer Answer
Date: 06/03/2024

Complaint: 21747344

I am rejecting this response because:
I've already contacted Synapse and I am led to believe that Evolve is holding up more than one hundred millions dollars of user funds. I would like to keep this case open until I get the full amount of my funds back since I believe Evolve is at fault here as well.
Tell me, how would any of you Evolve executives and employees feel if your life savings are all locked up and cannot pay any of their credit card, mortgage, or kids' tuition?
I have my funds locked up since May 10th and it has been devastating.
Again, I would like to keep this case open until I received all my funds.

Sincerely,

*******************
Business Response
Date: 06/27/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

***** chose to migrate to the Synapse brokerage service. When they did so, the account became part of the brokerage program. The routing and account number stayed the same for their convenience.
The link for the title 1 and title 2 agreements for the Synapse Brokerage Program are included
*********************************************************
**************************************************************

Customer Answer
Date: 06/27/2024

Complaint: 21747344
I am rejecting this response because:

Per the court filings, final ledger reports from Synapse have already been sent to Evolve on May 21st and the dashboard access was also restored prior to that date.
I do not want to close this case until I get the full withdrawl of the $81928.72 that is frozen by Evolve.
Routing number: *********
Account number: **********
Please instruct Yotta to unfreeze this account/funds and authorize a full withdrawal to my external bank account linked on Yotta.
Customer Answer
Date: 07/16/2024
Per *****************************************************************************************************************************************, Evolve Bank & Trust acknowledges that they need to pay back the money they froze to end users like me. I would like to leave this case open and ask for constant updates until I receive the full balance of funds that I'm owed by Evolve Bank & Trust. I would also like to leave a negative rating if possible.
Customer Answer
Date: 07/19/2024
Per the Trustee's latest status report ******************************************************************************************************************************************************, Evolve still holds DDA and FBO funds. My current ending balance in Yotta is $81928.72 and I would Evolve to return that money to me ASAP.
I would like to continue to leave a low/negative rating and/or keep this case open until my funds are returned to me. Thank you.
Customer Answer
Date: 07/29/2024

From the CONSUMER:
Sent 6/27/2024 1:56:25 PM
Read by *********************** on 6/27/2024 1:57:55 PM

Complaint: 21747344
I am rejecting this response because:

Per the court filings, final ledger reports from Synapse have already been sent to Evolve on May 21st and the dashboard access was also restored prior to that date.
I do not want to close this case until I get the full withdrawl of the $81928.72 that is frozen by Evolve.
Routing number: *********
Account number: **********
Please instruct Yotta to unfreeze this account/funds and authorize a full withdrawal to my external bank account linked on Yotta.
From the CONSUMER:
Sent 7/16/2024 5:32:35 AM
Read by *********************** on 7/19/2024 2:20:59 PM
Per *****************************************************************************************************************************************, Evolve Bank & Trust acknowledges that they need to pay back the money they froze to end users like me. I would like to leave this case open and ask for constant updates until I receive the full balance of funds that I'm owed by Evolve Bank & Trust. I would also like to leave a negative rating if possible.
From the CONSUMER:
Sent 7/19/2024 2:23:46 PM
Read by *********************** on 7/19/2024 2:23:50 PM
Per the Trustee's latest status report ******************************************************************************************************************************************************, Evolve still holds DDA and FBO funds. My current ending balance in Yotta is $81928.72 and I would Evolve to return that money to me ASAP.
I would like to continue to leave a low/negative rating and/or keep this case open until my funds are returned to me. Thank you.
Customer Answer
Date: 07/29/2024
This is an unacceptable answer and seems to be a false statement that you've provided. *************************************, the Trustee, and her status report here ******************************************************************************************************************************************************, she clearly listed over $46 Million that have not been distributed by Evolve Bank & Trust:

I am requesting a direct deposit or a check of $81,928.72 to be sent to me immediately. I can provide the last Yotta statement that indicates this final balance right now that also has an Evolve Bank's routing & account number.

Please help get ********************** to reach out to me ASAP to arrange the disbursement of my funds. Thank you.
Initial Complaint
Date:05/19/2024
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.
No access to my money. Put MY money in my account.
Business Response
Date: 05/24/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.

Customer Answer
Date: 05/24/2024

Complaint: 21732704

I am rejecting this response because: They have not fixed the problem. I can point fingers all day too and will continue to do so until you get my money to me.

Sincerely,

***************************
Business Response
Date: 05/24/2024
The checking account referenced in the complaint is with Synapse Brokerage.
In October 2023, Synapse transitioned Yotta and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end usersrelationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Evolve is NOT a ************ for Synapse Brokerage. Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
Customer Answer
Date: 05/26/2024

Complaint: 21732704

I am rejecting this response because:
I do not have MY Money which was in YOUR bank.

Sincerely,

***************************
Business Response
Date: 06/03/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

***** chose to migrate to the Synapse brokerage service. When they did so, the account became part of the brokerage program. the routing and account number stayed the same for their convenience.
The link for the title 1 and title 2 agreements for the Synapse Brokerage Program are included.
*********************************************************
**************************************************************
Initial Complaint
Date:05/17/2024
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.
Bank holding funds, not processing transfer. My funds have been on deposit more than 7 days, no reason to hold.
Business Response
Date: 05/20/2024
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: 05/21/2024
Account Number ********** I do not know what a Fintech Partner is, the account was issued through the Yotta app if that helps. The transfer was initiaited from my ************************ Account 05/12/24
Customer Answer
Date: 05/22/2024
Date Sent: 5/21/2024 11:39:24 AM
Account Number ********** I do not know what a Fintech Partner is, the account was issued through the Yotta app if that helps. The transfer was initiaited from my ************************ Account 05/12/24

Customer Answer
Date: 05/22/2024
Date Sent: 5/21/2024 11:39:24 AM
Account Number ********** I do not know what a Fintech Partner is, the account was issued through the Yotta app if that helps. The transfer was initiaited from my ************************ Account 05/12/24

Business Response
Date: 05/24/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.
Initial Complaint
Date:05/17/2024
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've been trying to call this sorry bank since yesterday, no-one answers the phone and the only thing I want is my deposit for my check. Payroll has confirmed with me multiple times that the direct deposit was sent and I have paperwork from my job proving that the check was sent direct deposit. I on the normal receive my money Wednesday's at 11pm, and I have yet to get anything and its Friday. I continue to try and call them and get no answer at this point I don't know what to do and I'm highly frustrated at this point with there services
Business Response
Date: 05/17/2024
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 above, we will reopen your complaint and work with our partner to provide a resolution.
Initial Complaint
Date:05/17/2024
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 submitted disputes on 5/13/2024 for unauthorized charges that occured on my Step secured credit card while I was hospitalized. I have no idea what happened and I haven't gotten my money back yet. I asked about adding documentation to show I was in the hospital only to get a canned response from their customer service. I know it's not required to give a temp credit however I need my money to pay my bills it can't wait 90 days and Evolve Bank & Trust/Step isn't acting fast enough. I need my money TODAY!
Business Response
Date: 05/24/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.

Business Response
Date: 05/24/2024
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.

Hi there, thanks for taking the time to write a review. Please email us at *************** or send us a message within your Step app for further assistance. Best, Step Team
Customer Answer
Date: 05/24/2024

Complaint: 21724760

I am rejecting this response because: I believe Evolve Bank and Trust may be a bit confused. The Step Secured credit card that I have specifically states that all of their accounts( money) is held by Evolve Bank and Trust . I have included a screenshot of chat conversation with a representative from Step who says they are not affiliated with Synapse and their banking partner is Evolve Bank and Trust. Please investigate the original matter which is giving me money back instead of making me wait 90 days which is absolutely ridiculous.
Sincerely,

***********************
Business Response
Date: 05/30/2024
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.

Hi there, thanks for taking the time to write a review. Please email us at *************** or send us a message within your Step app for further assistance. Best, Step Team
Customer Answer
Date: 05/30/2024

Date Sent: 5/24/2024 5:56:02 PM

Complaint: 21724760

I am rejecting this response because: I believe Evolve Bank and Trust may be a bit confused. The Step Secured credit card that I have specifically states that all of their accounts( money) is held by Evolve Bank and Trust . I have included a screenshot of chat conversation with a representative from Step who says they are not affiliated with Synapse and their banking partner is Evolve Bank and Trust. Please investigate the original matter which is giving me money back instead of making me wait 90 days which is absolutely ridiculous.
Sincerely,

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

Business Response
Date: 05/30/2024
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.

Hi there, thanks for taking the time to write a review. Please email us at *************** or send us a message within your Step app for further assistance. Best, Step Team
Customer Answer
Date: 05/30/2024

Complaint: 21724760

I am rejecting this response because: ************ accused me of submitting false disputes. They didn't investigate the disputes as they are claiming they don't want to give me my stolen money back. IF they had actually investigated they would have seen that I didn't make those transactions. I was in the hospital at the time and they wouldn't accept documentation showing that I was hospitalized. They refuse to hand over what evidence they supposedly had. Once they saw this complaint from BBB they hurried to close my disputes.

Sincerely,

***********************
Business Response
Date: 06/04/2024
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 reviewed the dispute and could confirm no Account Takeover had occurred and Step is still reviewing the account and the digital login on the app. Step has requested ************** to email them at *************** or send us a message within your Step app for further assistance. Best, Step Team
Customer Answer
Date: 06/04/2024

Complaint: 21724760

I am rejecting this response because: Step didn't thoroughly investigate as they claim they did. My account was taken over because I didn't make the transactions I disputed as I have stated several times I was in the hospital I DIDN'T MAKE THOSE TRANSACTIONS. therefore I will not accept any response other than Step getting me money back. Contacting Step directly isn't getting me my money back.

Sincerely,

***********************
Initial Complaint
Date:05/16/2024
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.
**** uses Evolve Bank and Trust as the resource for banking services. So, as a Juno account holder, my checking account (and my debit card) are ran by Evolve Bank and Trust. They have shut off my ability to do ACH/Wires and my ability to use my debit card. I am unable to buy groceries, pay my mortgage or do anything with my funds inside my checking account. They have been aware of this issue for 4+ days and have done nothing. I am staring down severe consequences financially and with my credit. I will not be late on my mortgage, because they reversed a transaction from the 10th and are not processing my current payments.
Business Response
Date: 05/24/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Synapse. We requested that Synapse research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Synapse directly as they are the party responsible for handling disputes.

In 2023, Synapse Financial Technologies began promoting its Modular Banking solution facilitated by its subsidiary Synapse Brokerage, LLC. The solution offers a *************** Account (***), a debit card issued by Evolve and a Demand Deposit account to facilitate money movement in and out of the ***. The *** utilizes ************s to receive increased FDIC insurance.
Synapse Brokerage is a licensed broker dealer registered with FINRA. Their FINRA CRD# is 137662.
Evolve is NOT a ************ for Synapse Brokerage.
In October 2023, Synapse transitioned Juno and most of their other clients and end users to Synapse Brokerage. To memorialize and solidify their end users relationship with Synapse Brokerage, end users received updated account agreements from Synapse Brokerage and monthly statements from Synapse Brokerage.
Synapse is solely responsible for the oversight and infrastructure of Synapse Brokerage Modular Banking program and the *** accounts it provides as part of that program.
Starting on May 6, 2024, Synapse ceased providing information to Evolve that is critical to the safe and sound operation of the remaining payment services it provides to Synapse Brokerage. When Evolve lost access to a critical system on May 11, 2024, Evolve was forced to disable any payment processing services.
Any complaints about the operation of the Synapse Brokerage *** should be directed to FINRA.

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