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:02/15/2024
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 and trust abruptly terminated my account due to unusual account activity. Then they change the reason to violating their terms and conditions. They demanded I remove my money from the account. Due to verification issues Ive raised and they wont fix I cant use their app to initiate the transfer and had to do so from my other bank. They then reversed the transfer against my will despite the fact they want me gone. They are holding my money hostage. This shouldnt be legal.
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: 02/15/2024

Complaint: 21296750

I am rejecting this response because:
what Info do you need? For goodness sake do I really need to ask for this?

Sincerely,

***************************************
Business Response
Date: 02/15/2024
In order for Evolve to provide any assistance, we will need additional information. Please provide us with your account number, card number and partner information
Customer Answer
Date: 02/15/2024

Complaint: 21296750

I am rejecting this response because:
Since youve already closed my account I cant see my account number (brilliant system you have) the last for is 4963, debit card is ****************, Uber Pro card account.
Ive not eaten today because you have kept my money from me. I hope you feel good about that. Making people go hungry so you can hold onto $621.94 is absolutely pathetic. You should be ashamed.

Sincerely,

***************************************
Customer Answer
Date: 02/19/2024
Send me my f****** money you garbage *******.
Business Response
Date: 02/22/2024
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 followed up with you on 2/19/24 with how to link an external account. Reviewing your request, ****** has mailed you a check on 2/20/24 to the address on file. Estimated time is 8-12 Business days for arrival. We remain firm in Branchs decision stated by the terms of service to keep the account closed. We apologize for any inconvenience this issue may have caused.
Initial Complaint
Date:02/11/2024
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 have been trying to reach someone who can fix a very minor issue I'm having that is causing major issues for me and is affecting my livelihood. I have been told they are escalating my issue but that I cannot speak to anyone to help me. I've been patient but I cannot wait any longer for help. A week with no contact or resolution is not acceptable.
Business Response
Date: 02/16/2024
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 to Branch. Our support team followed up with you directly on 2/13/24 via phone and email regarding the issue. We apologize for inconvenience this issue may have caused.
Initial Complaint
Date:02/09/2024
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 have a credit and savings account t with Atlas *********************** bank and trust) they do sweepstake giveaways monthly i believe on 02/07/24 i received a notification i was one of the winners of the sweepstakes in the amount of ****** dollars and of course i was excited and really needed it. the next morning without any notification any reasoning or warning my account was locked and wiped clean. once i finally was able to contact someone through email because there is no customer service phone number. Their only reason was someone in the bank out the decimal in the wrong spot it was supposed to be 100 dollars. this did not make me happy I am looking into filing a lawsuit on this company I understand it was a mistake but it was the banks mistake and i should not have been punished for their mistake the women i was conversing with her name was ******* she refused to give me any other names of anyone above her i could speak with i felt as tho they should reaccredit the money they took to my account as this was the banks fault. i am looking to take them to court even if i dont win because then they will lose money and cause a big headache instead of providing the customer service they should have and held themselves accountable. i have all the documentation showing the deposit on my statement but of course they took that deposit completely off my statement but i took screenshots before hand. this is not right i understand their is a big difference between 100 and 10k but this was their mistake and they should have handled it the correct and professional way. they did not contact me back until after i sent several emails and they had already wiped my account clean.
Customer Answer
Date: 02/10/2024
i have also asked repeatedly to speak with someone in charge or someone from their public affairs department at Atlas i have only have contact with one human and she will not give me any information or direct me to contact with anyone else i only have a first name of *******. I will not let this go until it has been fixed they put me in distress with their ****** dollar mistake. i will continue to pursue this until something is done about it.
Business Response
Date: 02/23/2024
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Atlas. We requested that ************** 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.

****** sent the following message to Atlas on 2/23/2024, asking them to follow up with ****** directly and resolve the problem directly with her, as she is their direct customer.
Customer Answer
Date: 02/23/2024

Complaint: 21268854

I am rejecting this response because: No one has reached out to me with any ind of solutions except for basically theres nothing they can do about it even thought this was their mistake and I got financially punished for it. So no Im not happy with this response because there was not a response.

Sincerely,

*****************************
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 Atlas. We requested that ************** 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.

Atlass partner ****** has reached out to ******************** and informed her that She signed up for a sweepstakes and when she won, but instead of crediting her the $100 we credited her $10,000. This issue lasted about an hour, and we fixed it right away. ****** has since reached out to ******************** to see if there was anything else that ****** could do to assist her.
Initial Complaint
Date:01/25/2024
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.
Evolve bank issues, the card that I use the Uber Pro Card. Im complaining about the Uber Pro Card. They have locked my account for several days. They refuse to answer any questions in regards to why am I account was locked and they refused to give me any numbers that will help me resolve the problem. Uber pro card which is powered by evolve bank is operating like a criminal organization with a complete secrecy and zero accountability. I have money in my account. I dont have access to. I want it now. When I called Uber Pro Card, which is powered by involved bank, I am told that the representative are not able to help that I can only get help through the escalation department and they only respond by email. They cannot be contacted directly by them employees or buy me myself.. Ive been waiting for over 72 hours, and I desperately need my money along with an explanation
Business Response
Date: 01/29/2024
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.

Hello ******, Our support team has followed up with you directly to resolve the issue and was able to address those issues preventing you from accessing your account. We apologize for any inconvenience this issue may have caused.
Initial Complaint
Date:01/24/2024
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 put a dispute on December 4. It has almost been 90 days and I have not had any communication. I was supposed to receive a refund for my item that I bought from Amazon that was never received. I was required to make a police report and go through a bunch of steps for Amazon to refund me. Amazon sent me an email and said that you sent an email saying that you guys have resolved the issue but I have yet to get my money when I talk to you guys you guys keep saying youre still working on the investigation at this time Im very upset and Im feeling Like Im being stolen from and I cant trust you with my money. You are my bank when something happens, you were supposed to be there for me and make sure that I get my money properly because of how long you guys are taking I wasnt able to get my kids to Christmas and none of this . I have a police report and everything at the bottom of this email so I didnt get a provisional credit makes absolutely no sense to me. If you guys tell Amazon that you were going to give me money back and you have settled it with me I should have my money in my account. Furthermore, I will be making a Formal complaint with the business better bureau so that they can help me with this matter. This is absolutely upsetting. I trusted this bank and at this point, you guys have not had my back at all. You do not have communication to the point that I cant even call the dispute department. My dispute is definitely eligible for a provisional credit when you have told Amazon that youve given them my money back, I have attached please report and then everything that I have to do on my side. I feel like you guys are not truly there for your customers, and I will be copying and pasting this into the better business for all also, I will be giving you guys a call , once again, once again, this needs to be resolved and it needs to be resolved. Now Im scared to put any more money in this bank because of how long it is taking to receive my money back.
Business Response
Date: 01/25/2024
In order for Evolve to provide any assistance, we will need additional information. Please provide us with your account number, card number and partner information
Customer Answer
Date: 01/25/2024
****
Customer Answer
Date: 01/25/2024

Complaint: 21171923

I am rejecting this response because:

Sincerely,

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

still no outcome.. I have submitted the documents they requested
Customer Answer
Date: 01/25/2024
Uploaded
Business Response
Date: 02/01/2024
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.

Branch reached out via email on 1/25/2024 to assist you with your dispute. Please respond to their email at your earliest convenience for any additional assistance, thank you!"
Initial Complaint
Date:01/10/2024
Type:Billing 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.
On both June 19, 2023 and September 4, 2023, I received an e-mail from a mortgage specialist (name withheld for privacy) from Evolve Bank & Trust, explaining that I may not be able to access my mortgage account during the holidays. I replied to the specialist by both e-mail and voice mail to report that I have never applied for a mortgage with their bank. I never received a response from them.In 2018, I experienced identity theft after several of my accounts were compromised. I subsequently placed credit alerts and freezes with the four credit bureaus and completed all steps outlined by the ************************ and Attorney General to protect my identity. Therefore, I am would like to know from Evolve Bank whether an attempt was made or successfully completed to secure a mortgage in my name without following standard practices of verification. I am requesting a response from the bank and will provide any further information if required. Thank you.
Business Response
Date: 01/11/2024
Good morning, Our mortgage department would like to get more details. We would like to know the name of the Specialist name and email that you responded back to.
Customer Answer
Date: 01/11/2024
As requested by Evolve Bank & Trust, the name of the Senior Home Loan Advisor is ******************* and the e-mail is ********************************************
Customer Answer
Date: 01/12/2024

Complaint: 21120187

I am rejecting this response because: As requested by Evolve Bank & Trust, the name of the Senior Home Loan Advisor is ******************* and the e-mail is ***************************************************

Sincerely,

*********************
Business Response
Date: 01/29/2024
Evolve Bank and Trust works with many partners to provide banking services to their customers.

Evolves ******************* has worked hard to understand the issues with your complaint. Our mortgage department has determined that we do not have a loan account under your name. Evolves IT department has researched,and it does appear that our marketing team generated an email. We have asked our IT team to remove your email from all future emails.
Customer Answer
Date: 01/29/2024

Better Business Bureau:

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

Sincerely,

*********************
***************************
***************, ** 33312
Initial Complaint
Date:01/10/2024
Type:Billing 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.
Hi there,My name is **** ****, I am a *********** *********** have an account with ********************** through ****************** (now called Wise).I was sent a big amount of money on the 7th of December & unfortunately **** has closed my account without any previous notice.It has been more than a ********** really need this money returned back to the sender which is not the case.I am not looking to escalate things by reporting regulative financial agencies.Please ask a member of your team to reverse the transaction sent to my private account immediately.My account number is **************** Regard
Customer Answer
Date: 01/10/2024
Hi,
please close this issue. The money has been received.

Regards
Initial Complaint
Date:01/02/2024
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.
On December 5, 2023 I was refunded $200.00 from DCI. I used my Uber Pro Card to make the initial purchase. I Uber for extra money. I have yet to see the refund posted to my account and in my Uber Pro Card balance. I've contacted Uber Pro Card by email on several occasions since the refund was issued. The only attempt to resolve the issue is to say, "I will escalate" your concern and a "supervisor will call you back." Also, they quote policy which is fourteen business days and the refund will reflect in my balance. Fourteen calendar days and business days as long passed. No one ever calls either. I contacted Evolve, to let them know what's going on with their subsidiary, to no avail. My case number is #*******.
Business Response
Date: 01/08/2024
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, Joy. Our support team followed up with you regarding the refund. We have reached out via phone and email on 1/4/24 regarding the issue. We are still researching the ARNat this time. We apologize for any inconvenience this issue may have caused.

Customer Answer
Date: 01/08/2024

Better Business Bureau:

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

Sincerely,

*********************
*********************
********, ** 39307
Initial Complaint
Date:12/31/2023
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 have the Uber Pro Card through Evolve Bank & Trust and I am having an issue with them by not honoring a $278 provisional credit as promised. On 12/26 I received an email stating that a provisional credit of $278 has been provided. I waited until the next day and still no credit so I contacted customer service and was promised the credit was approved it would be that day or the next. Here it is 3 days later and I was told again that the credit was provided but it still is not in my account. I am requesting that they honor my provisional credit as they promised.
Business Response
Date: 01/08/2024
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 followed up directly advising the dispute was not in your favor. The dispute was declined because the merchant provided applicable evidence that you participated in or authorized the disputed transaction. Apologies about the confusion. At this time, we consider the case closed.
Initial Complaint
Date:12/23/2023
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 ********************** Bank, aka B9 finance where I receive my SSDI direct deposit monthly. I had a refund issued from air bnb for $181 to my account on a card which was since cancelled because I had some unauthorized charges. I have since received a replacement card and also have a temporary card linked to this account. 89 refused the refund and refuses to put it in my account. They keep saying th the refund has to be on the new card. I have poured over 100s of articles and I cannot find any other business where this has ever happened.
Business Response
Date: 01/04/2024
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.

We have reviewed this customers complaint and can confirm that the issue has been resolved to the customers satisfaction. As the customer stated, the underlying issue was that the merchant was attempting to issue a refund to a closed card.Our policies prevent us from accepting fund transfers to closed cards. This policy is consistent with industry standards
Customer Answer
Date: 01/04/2024

Better Business Bureau:

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

Sincerely,

************************
2406 ***********************
*******, ** 50677

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Evolve Bank & Trust is BBB Accredited.