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

  Sandy Springs, GA 30339

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:04/06/2024

  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 had an account with ********* which the bank account is issued through evolve bank under the Step card name. Step bank stole $1400 from my account and then closed the account and there is no way to contact *********** I need my money returned to me. Step gave me a provisional credit at 9am them took it back at 11am. They never contacted any investigation. Iv contacted evolve via phone 5 times to try getting them to contact Step to fix the issue. They haven't done anything.

  

  Business Response

  Date: 04/18/2024

  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.  
  
  We provided our response along with supporting evidence to refute the validity of the dispute claims. Substantial evidence was gathered, and we conducted a comprehensive investigation, to support denying the dispute. Throughout this process, we adhered to our established policies and procedures for handling dispute claims.      

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21539750
  
  I am rejecting this response because:

   

  ********************* provided any evidence or investigated anything.  Their only excuse to not refund me was " nobody can guess your pin number " which is a load of bologna.  Criminals are getting creative with their ways to steal information from people.  Iv proven its fraud. I do intend to due Step. Im doing it after the 30 days is up i gave them to rectify the issue.  Unless they can provide physical evidence to prove ite not fraud then explain how its not fraud ? I have my police report and everything.  
  
  Sincerely,

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

   

  F-STEP

• Initial Complaint

  Date:04/05/2024

  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 didn't pay any money I lost a card and had over 400 taken from me

  

  Business Response

  Date: 04/05/2024

  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  

• Initial Complaint

  Date:03/26/2024

  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 I had a direct deposit from SSI that was not deposited on time so I contacted SSI and got the 16th the 15th district ID your representatives at ****'s Bank refused to look up the deposit or track the deposit I'm tired of them trying to escalate me send me off when I asked to speak to a supervisor that's what I expect you all holds people money and I want to talk to somebody about my **** money extra crash you only give someone ***** I have over $3,000 coming through that account and not have a customer find out where the money at I have multiple chats from your representative that says there's nothing they can do that is unacceptable

  

  Business Response

  Date: 04/02/2024

  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.  
  
  Hello *******, I understand you are inquiring about your SSI. I can confirm that it was received on March 27, 2024. If you have any questions regarding your Extra Cash advances, please reach out to **** Support at ******************* We look forward to hearing from you.
  

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21487570
  
  I am rejecting this response because I am asking for someone from corporate office to call me cuz we're going to review the calls with you guys customer service I should not have to have went through 15 people and rule people hanging up on me as well so this is about customer service and policy
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/25/2024

  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.

  Transaction date March 25th 2024 at 9:37 a.m. a charge for $9.90 from a p living kitchencart.com which does not exist and also another charge for $119 and some change from the same non-existent online company. This charge was not authorized I've never heard of this company and I cannot receive any comprehensible response from the stupid chat through the step card app. I have a disabled husband at home and I cannot afford for somebody to just take money off my card somebody hacked my account and I can't get anybody to help me.

  Customer Answer

  Date: 03/27/2024

  I did receive a communication from Step, the evolve Bank checking account that I have. I was able to send in a dispute request for the charges that I did not authorize. I have been in communication with them a few times today thank you for your assistance.

   

   

   

  

  Business Response

  Date: 04/02/2024

  The user has been speaking with Step customer support team and a new card has been issued to them. The dispute agents will be performing a thorough review and investigation on these disputed transactions within Reg Z dispute timeframes.

• Initial Complaint

  Date:03/20/2024

  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.

  On Jan 23.,2024 I received 26 emails.regardimg.a.disp*te against ***** or **** on my acco*nt . I disregarded the email the 24 I tried to see what this was abo*t and then it went to 26 disp*tes thr* ********* which is my job . totalling 2600 . these transactions went back to November. I never not once ask for a disp*te on anything . b*t branch s*pport system did. This ordeal coat me.my job of 6 yrs I have been criminal tresspassed from all ********* locations and I am not to have any contact with any one still employed there . somemiggt not care b*t I am the only provider in my home my h*sband has congestive heart fail*re never in a million years did I think I wo*ld lose my job. I never have been fired from anywhere . my work ethic is crazy .I wo*ld never mess *p job . b*t I got fired on the spot . I have been asking since Feb 8 to stop the investigations and g*ess what I have possible charges that is going to be*t on me . I never asked forna.disp*te I told * branch that nothing was owed to me and I don't owe nobody . simple banking if *nlock at my statements . getting a hold of someone there is crazy by the time I have reached a h*man voice I am so mad I c*ss them.o*t . I have to see my fr*stration and then * go and deposit the money into my acco*nt . serio*sly that is fra*d that isn't my money I have asked for * to take it o*t and then what * lock my acco*nt . branch this insane *nlock my acco*nt take the money o*t it isn't mine in really b want to s*e * g*ys believe I am working on that ****** me my job.and for no reason. Some big thank * I can't even b*y groceries now . thank I branch * r*ined.my life . my h*sband has had 2 cardiac arrest since then and its beca*se of stress . so thank I not only can't I afford groceries I can't afford a service for my h*sband if he sho*ld pass. B*t branch *r system ***** *nloved my job I worked 7 days a week in called in onlyn2 o*t of the 6 years thr* covid thr* everything I st*ck aro*nd only to acc*se of stealing well trying to steal from n the company. Friendships are destroyed and my life . I wo*ld like to know what will be the next file of complaint i can do . * really h*rt my sit*ation and my h*sbands waiting on lawyers response ca*se I wanna take th*s as far as I can * h*rt me and * contin*e to do so . saying * won disp*tes in my favor no branch * messed *p my life and mow possibly felony charges against me . thank * . fix my acco*nt soon can close it

  

  Business Response

  Date: 03/26/2024

  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.   

  Thank you for reaching out, *****. Our support team has taken proactive measures to address the issue you experienced with ********** and has reached out to you directly for resolution. Additionally, we will be liaising with law enforcement to expedite a resolution. We apologize for any inconvenience this may have caused.

• Initial Complaint

  Date:03/09/2024

  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 have been trying to reach a supervisor for over a week inregards to missing money from my account. I keep being told it will be escalated.

  

  Business Response

  Date: 03/11/2024

  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. 

• Initial Complaint

  Date:02/27/2024

  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.

  ********************************** and trust) emailed me this. **** (******)Feb 26, 2024, 17:39 CST Dear *******, Recent activity associated with your account has been found in violation of our terms of service and as a result, your ****** account has been terminated. You will no longer be able to use ****** services. It looks like you have $28.65 in your Digital Wallet. You will need to transfer funds from your ****** Wallet to your secondary debit card or bank account before closure. If you do not complete this process within 30 days of this notice, you will be mailed a check to the address on file. It's important to note that your ****** Debit Card has been terminated and is no longer active. For additional details regarding the process of transferring your funds, please refer to our *********** article: How do I Transfer My Money Out of ******?We also want to be respectful, but clear, that we are unable to override this decision or discuss this matter any further via phone or email support. ********************* Support They will not provide a reason and have blocked my phone number and email so I can not move those funds because in order to move them from the account it needs to send me a text or email with a verification link that it can no longer send to me. So I am unable to move the funds out of their bank. I can provide screenshots of them not replying along with the verification not sending.

  

  Business Response

  Date: 02/29/2024

  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. Our support team followed up with you regarding troubleshooting with transferring money off your Branch account. We remain committed to our decision to close the account on 2/26/24. If funds are not removed from the account within 30 days a check will be mailed out to the address on file. At this time we consider the case closed.

• Initial Complaint

  Date:02/21/2024

  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 am waiting on several refunds from cancellations on car rentals. I spoke to ***** on 02/16/2024 who escalated my ticket. On 02/19/2024 ***** wanted me to provide more information on my situation. This place is the worst when it comes to customer service, and it really is scary because this is where all my money is. This is the only bank I have at this time. When you contact them, they never respond, I have been on hold for at least 1 hour with no one picking up the call. They prefer for you to request a call back then they call back a few hours later or the following day asking what the issue is but no resolution. They then proceed to email you asking the same information you have already explained. If you don't reply or they don't know how to assist they close out your ticket. This is people's money they are playing with. So I was told by ***** on 02/16/2024 that my account had be refunded but that it did not reflect on my balance. Meaning, they completed the refunds but did not add the funds onto my account. I am going to jump to conclusions and believe someone might of took the money instead. I am going to need my refunds. I had cancelled 3 trips from Turo all on the same day. **** refunds customer's money immediately. Uber did add 1 of those refunds for $43.04 but the other 2 remaining for $107.28 and $75.66 were never added to my account. There is also another one from Uber themselves for another car rental in the amount of $51.94 that I haven't heard a reply from as well. I am going to need a response from a supervisor or someone in their billing / accounting **** that dispenses refunds. I will need for them to add those refunds to reflect my account accordingly. Whomever stated those refunds have been completed needs to either give back the money or update my account accordingly. This is a matter that needs to be further investigated. Whether it be the system they are using or the workers they have employed. I am going to need my refunds like immediately.

  

  Business Response

  Date: 02/26/2024

  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. Our support team followed up with you regarding the issue. ****** does not control how a merchant sends a refund.****** sent you a transaction history report for you to review for the transactions in question for the refund. It appears the transactions never settled on your account , making it a cancelled transaction. We apologize for the inconvenience this may have caused.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21321110
  
  I am rejecting this response because:

  On February 16, 2024, at 17:43 ***** from Uber Branch Support sent me an email stating they were escalating my ticket.

  On February 19,2024 at 11:11 ***** from Uber Branch Support sent me another email stating request # ******* had been updated and asking me to provide more information on the situation and describe in detail what I actually needed assistance with.

  On February 21,2024 at 10:25 *** from Uber Branch Support sent me another email stating they were requesting additional information and which transactions I was expecting refunds for.

  On February 22, 2024, at 14:30 Erkah from Uber Branch Support sends me an email stating request # ******* has been updated and wanting to close out my card and order a replacement card due to unauthorized transactions being charged. MIND YOU SHE WAS IN THE WRONG REQUEST # I didn't need my card to be cancelled due to transactions being charged, I am waiting on refunds. 

  On the same day February 22, 2024, at 14:36 ******* from Uber Branch Support and was trying to assist with past transactions dated back 11/22/2022 and 11/28/2022 stating he was not seeing any additional disputes.

  They all work for Branch, but none are on the same page. This is not resolved. I have never received any of my refunds. 

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

  

  Business Response

  Date: 03/05/2024

  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 ******, Appreciate the follow up. For the transactions from Turo for $43.04,$107.28, and $75.66 were all authorized reversals and never hit the account. Turo didnt refund the transactions, they just stopped the purchase. As far as the dispute for case ******* all unauthorized disputes will have a new card sent to the customer, to secure the account. That dispute was consider won in your favor and a credit was added on 1/12/24. At this time, we consider the matter resolved.

  Customer Answer

  Date: 03/05/2024

  I NEVER RECEIVED MY REFUNDS FROM TURO. I NEVER RECEIVED MY REFUND FROM UBER RENTAL CAR EITHER.

  I AM GOING TO NEED MY REFUNDS OR I AM GOING TO GET AN ATTORNY AT THIS POINT.

  THIS BANK IS A FRAUD AND TOTALLY RIDICULOUS. I NEED MY REFUND OF $75.66, $107.28 and $51.94. 

  THAT IS IT. I HAVE HAD IT WITH THIS BANK GIVING ME THE RUN AROUND WITH MY REFUNDS.

   

   

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21321110
  
  I am rejecting this response because: I NEVER RECEIVED MY REFUNDS FROM TURO. I NEVER RECEIVED MY REFUND FROM UBER RENTAL CAR EITHER.
  
  I AM GOING TO NEED MY REFUNDS OR I AM GOING TO GET AN ATTORNY AT THIS POINT.
  
  THIS BANK IS A FRAUD AND TOTALLY RIDICULOUS. I NEED MY REFUND OF $75.66, $107.28 and $51.94. 
  
  THAT IS IT. I HAVE HAD IT WITH THIS BANK GIVING ME THE RUN AROUND WITH MY REFUNDS.
  
  *************************************************

  

  Business Response

  Date: 03/11/2024

  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.  
  
  Thank you for reaching out, ******. Branch Support Team has been unsuccessful in their attempt to follow up with you directly via phone and email but have provided you an update via email. We ask that you reply to the outbound email sent to you, or contact us via phone if you are still experiencing any issues.We look forward to assisting you as best we can.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21321110
  
  I am rejecting this response because: It is BRANCH that I am requesting my refunds from and receiving incorrect information from. I do not understand what the issue is here. ****** is the one responsible for any transactions and they are also the ones that have refunded the amounts in question but NOT into my account. I need to know where the refunds were deposited into. I never received the refunds in question but on their end the refunds were processed. What is the problem here? Going back and forth between the bank and Branch. 
  
  *************************************************

  

  Business Response

  Date: 03/14/2024

  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.  
  
  Thank you for reaching out, ******. Branch Support Team has been unsuccessful in their attempt to follow up with you directly via phone and email but have provided you an update via email. We ask that you reply to the outbound email sent to you, or contact us via phone if you are still experiencing any issues. We look forward to assisting you as best we can.

   

  Branch has submitted an email to you directly and would like for you to respond back to them directly. 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21321110
  
  I am rejecting this response because: I have received SEVERAL emails and not 1 of those emails makes ANY SENSE. Some are asking me over and over what the issue is, one is wanting to close my card because she thinks it's fraud that I am speaking of another jerk is looking at refunds from previous years. Then others are for a survey to see how awesome of a job these THIEVES are doing. I am so over this ********. I guess whoever took the money needs it more than I do. DISGUSTING!!! that's why you should never use banks to have access to your funds. 

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

• Initial Complaint

  Date:02/20/2024

  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.

  Someone hacked into my account and took 574 dollars I filled a complaint with **** over 10 days ago a decision on a provisional credit sgiukd have been given. They have no contacted me and they refuse to given me a decision on the provisional credit.

  

  Business Response

  Date: 02/29/2024

  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.  
  
  Hello ****, I understand that you are concerned about your current dispute and the provisional credit for this dispute. Per the review, PC was granted to your **** Spending account on 2/20/2024. If you have any other questions or concerns regarding your dispute,please reach out to **** Support at ******************* We look forward to hearing from you.
  

• Initial Complaint

  Date:02/15/2024

  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 ordered product from the company ********* via an ACH transaction on 1/31/24. Evolve bank seized the company's money and accounts. My bank has requested the money be returned since I did not receive product. ********* cannot get to their funds to release it back to the consumer. My bank has received no response from evolve bank and the funds have not been released back to my account.

  

  Business Response

  Date: 02/15/2024

  In order for Evolve to provide any assistance, we will need additional information. Please provide us with either your account number, card number and partner information  

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21297024
  
  On 01/31/24, I placed an order with *********.com for $380, paid for this with an ACH transaction.  On 02/04/24, an email was sent from *********.com that Evolve Bank has seized the funds in their account.  
  
  I contacted my bank NFCU on 02/06 to file a dispute.  I was informed that ACH transaction cannot be disputed but a letter will be sent requesting the return of my funds.  I followed up with my bank on 02/09, 02/15 and today 02/20.  I learned that the "letter" to Evolve was sent on 02/07 via Fedwire as Evolve says they must receive the letter.  As of 02/20, 3 pm, Evolve bank has not responded to my bank.  I requested another letter be sent via Fedwire, which the supervisor at my bank said would be done.  
  
  I called Evolve bank today directly and spoke to ****** in the ************************ twice.  I was given the trace number for the Fedwire letter and told by my bank to call Evolve bank with that information.  ****** at Evolve told me that even with that number they will not give me any information and that they will only give information via Fedwire, which they have not done. 
  
  This is my information from my bank
  Remitter name. ***************************
  Remitter account # **********
  Remitter routing # *********
  Remitter address
  *********************************************************************
  
  The payment was sent:
  Account Name: *********
  Account #: ****************
  
  ACH Routing #: *********
  
  Fedwire Routing #: *********
  
  Bank Name: Evolve Bank & Trust
  
  Account Location: ***
  
  Bank Address: **********************************************************************************
  
  City and State: *******, **
  
  Thank you for your help.  
  
  kathy 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/22/2024

  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. Fintech partner account number, card number and Fintech partner's  information.   

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21297024
  
  I am rejecting this response because:   I have provided EVERY but of information regarding this issue.  There are no specific requests as to what they want to release my money.  

  I want my money released back to the account that I have already provided all the information for.  

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

  Customer Answer

  Date: 03/12/2024

  More Remitter name. ***************************
  Remitter account # **********
  Remitter routing # *********
  Remitter address
  ************************************
  ********* ** 31548
  
  The payment was sent:
  Account Name: *********
  Account #: ****************
  
  ACH Routing #: *********
  
  Fedwire Routing #: *********
  
  Bank Name: Evolve Bank & Trust
  
  Account Location: ***
  
  Bank Address: *******************************************************************************************************************************************************************************************************************************************
  
  City and State: *******, **...

  

  Business Response

  Date: 03/19/2024

  Evolve Bank and Trust is working with the Fintech partner Airwallex /********* to resolve this issue. Once valid information has been provided we will update the BBB complaint.