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

  2860 I-55 Service RD #A Marion, AR 72364

  
• 

  Evolve Bank & Trust

  301 Shoppingway Blvd West Memphis, AR 72301-1719

  
• 

  Evolve Bank & Trust

  220 Continental Dr Ste 208 Newark, DE 19713

• 

  Evolve Bank & Trust

  76 Otis Street Westborough, MA 01581

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:11/07/2023

  Type:Order 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.

  11/7/2023 Tried to apply for the Sparrow Credit card, did the application you ran my credit report but for some reason you could not send me a verification code to approve my identity. I try getting it sent to my phone until it maxed out but still no text message. So now you denied my application because of this so now you checked and tarnished my credit report without let me know if I was approved or not how this is a bad business practice. Along with bad customer service agent who were no help on helping fix this is issue. Contact me please

  

  Business Response

  Date: 11/17/2023

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Sparrow. 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.  
  
  
  Dear ******************,
  Thank you for your interest in the Sparrow credit card, and apologies for the negative experience that you encountered when applying. We have reviewed the details of your complaint and determined that a mistake had occurred with the phone number that was entered on the application. An application was submitted with your information, and the phone number (***) ********.We have come to learn that your correct phone number is (***) ********.
  During the application process, we attempted to verify your phone number by sending a one-time passcode to phone number (***) ******** which was entered on the application. Since this phone number was entered incorrectly, you were unable to receive the *** messages that we sent and unable to complete the application process.We apologize for the inconvenience that this has caused,and for the resulting negative impact of the credit inquiry that was performed with TransUnion. We will submit a request to TransUnion to delete the credit inquiry that resulted from this application. Please allow up to 30 days for this to be completed. Additionally, if you still wish to become a Sparrow cardholder, you may submit a new application to us after 30 days.
  

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20840830
  
  I am rejecting this response because: Thanks for submitting to Transunion but that still wont fix my score any. Even though I called into **************** and gave all my information to verify my identify they should have been able to help fix any errors on my application there need to be a procedure for this. If I made or your system made an error then its should have been fixed when I was speaking to customer service and resubmit the application. **************** is there to help correct? Well they should be trained to help new and current customer if you want to have good customer service then this should be something that could be worked on in future customer interactions. If they couldn't answer or fix the problem then they should have had someone higher up help fix instead of just saying sorry I can't help you any further. So my score is damaged and it will take some time to get it repaired. Thank you Evolve Bank and Trust  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/21/2023

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Sparrow. 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.  
  
  We sincerely apologize for the negative experience that you had while applying for the Sparrow credit card. Were sorry that the Customer Support team was unable to adequately resolve this concern when you spoke to them. Unfortunately, since we only accept applications through our automated digital system, our Customer Support agents are not given the ability to modify information on a consumers credit card application, or to submit applications on a consumers behalf. While I understand that this made it difficult for us to resolve your concern, this is ultimately intended to maintain the integrity and accuracy of our systems and records.
  Regarding your concern that this has caused damage to your credit score, I can assure you that by deleting the credit inquiry that was associated with this credit card application, this will ensure that your credit score is not impacted. When an issuer submits a deletion request to the credit reporting agency, this has the effect of wiping the occurrence entirely, as if the application never happened.
  Again, we regret the negative experience that youve had and hope this response will help alleviate your dissatisfaction.
  

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20840830
  
  I am rejecting this response because: Before I accept this resolution, you are going to put in a request for deletion on my credit correct?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/28/2023

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Sparrow. 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.  
  
  Yes, that is correct. A request was submitted to TransUnion on November 15th to delete the hard credit inquiry. TransUnion has a processing timeframe of up to 30 days to complete this.
  

• Initial Complaint

  Date:11/05/2023

  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.

  The app BNine and chime are allowing someone to use my social and use an account I did not open.

  

  Business Response

  Date: 11/09/2023

  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 Branch directly as they are the party responsible for handling disputes.  
  
  Upon conclusion of our investigation, we were able to determine that the customers personal information has not been used to create a fraudulent account with ***** appears any attempts to create an account using the customers personal information failed. We have been in contact with this customer in an attempt to quell the customers concerns. We unfortunately cannot disclose more details due to privacy regulations.
  

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20827788
  
  I am rejecting this response because:
  I am still unable to open an account. And I was referring mainly to chime.
  Sincerely,
  
  Queen of *** ***** ******************************

• Initial Complaint

  Date:10/24/2023

  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.

  At a recent hotel stay I was overcharged and double charged for my room. The Hotel refund me the entire charge because of the error. Meanwhile, I use my debit card issued for ****, under the ownership of Evolve bank and trust. I was not aware that all hotel authorizations are held for 30 days. That is the first problem. However, because I was actually refunded, this was no longer an authorization. It was now a refund. Here I am 22 days later after multiple phone calls multiple emails and they are still refusing to release my funds. I am out $1326, Im late on bills its impacting my credit I cant take much more of this I need help getting through them. Theres no reason they cannot release me those funds.

  

  Business Response

  Date: 11/03/2023

  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 Branch directly as they are the party responsible for handling disputes.  
  
  In response to ********************:
  The timeframe for card authorization holds is outlined in ****************** Agreement (**************************************): For transactions at hotels, it may take up to thirty (30) days for the hold to be removed.
  The two transactions on 10/02/2023 totaling $1326.32 from HIE ************** was authorized on 10/02/2023 and would be expired on 11/02/2023.When an authorization hold expires, there is no refund posted to the account.Instead, the available balance is updated to reflect that the hold expired.

• Initial Complaint

  Date:10/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14th I paid my weekly payment for a rental from *********** through Uber. I used my Uber Pro card with Evolve Bank and Trust/Branch. There is a $290.78 pending hold on my account that has not been released back into my account. **** had advised they have released the hold but my the bank will not release it. **** tried to send written correspondence by fax for the bank to release my funds back into my account but the bank says they don't have a fax number. **** have tried everything on their end to correspond with the bank but the bank will not release my funds. **** even provided me an authorization code (******) to provide to the bank to release my funds but they still won't. The last notification I received from the bank was it takes 9 days for the hooks to be released. It has been more than 9 days now and still no funds released. All I want is for then to give me my money back.

  

  Business Response

  Date: 11/03/2023

  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, *****. It appears that the issue you initially contacted us about has since been resolved. Our Support Team has followed up directly to ensure such. We apologize for any inconvenience this issue may have caused.

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20773852
  
  I am rejecting this response because: The problem has only been partially resolved. It has been discussed that the location I am renting from does Not follow the same policies you have set up. My account again is in the negative and I was advised all I needed to do was reach out to **************************** the email he sent me to get assistance. I have reached out 3 times this week with no response. I should NOT have to reach out weekly to get this situation resolved I shouldn't have to deal with this weekly at all. A better solution is needed immediately. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/09/2023

  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 *****,
  Branch Support Team has followed up with you regarding the issue you have had with pending charges. It is important to note that Branch does not initiate pending holds on accounts; this is solely within the merchant's control. As of now, the merchant has rescinded the pending charge. In such instances, we recommend reaching out directly to the merchant, as they possess the authorization for the card transaction. As such, we consider the matter resolved at this point

• Initial Complaint

  Date:10/06/2023

  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.

  yes so im not sure if you can handle this matter or not.... i am only writting this complaint against you because the complaint involves an account or a ******************** that your company is apart of and that company is called B9 which is a banking app that you are affiliated with on there site it said the accounts are thru your company the card is issued by B9 or vice versa anyway an account that is with B9 and i was getting my payroll deposited into this account for awhile so around july 31st the place i was living at my phone got stolen along with my wallet anyways i had my payroll switched because of this... long story short there was some transactions made with the accout and they where disputed by who ever stole my phone and apparently got it to where i can not be issued a card by them again.... when i finally got access to the account again i contacted a rep and they informec me about the situation so i explained my situation and even tho it wasnt me that made it to where i cant get a card again even tho the account is still open and i feel like this isnt right.... and who ever i talked to said that the person said i carry the pin in my wallet which is a violation of the deposit aggreement when in reality my pin is stored on my phone along with other of personal information when i tried contactoing the dispute **** they said that the card was locked and unlocked multiple times and used this is the reason why they believe there was no fradulent activity and all i have to say is the dispute **** must not be very good employees because even a 8 year old will tell you if someone has access to your things and knows how much money you have they will spend or use that exact amount your **** also said that the card was locked and then unlocked to let transactions go thru then locked again so if someone didnt know the card was locked wouldnt they try to use it no knowing its locked.....? anyways i would just like to be able to have a card again so i can fully use the account

  

  Business Response

  Date: 10/27/2023

  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 reviewed the customers complaint and associated dispute. Upon review, we affirm our initial decision and must reject the customers request for a new card. The account takeover alleged by the customer is not consistent with the facts nor is it supported by internal sources. We thoroughly investigated and ultimately resolved the customers dispute in good faith and in accordance with internal policies and procedures as well as all relevant federal and state regulations.Due to privacy concerns, we cannot disclose any more information regarding this customers dispute but welcome the customer to contact us privately to further discuss.

• Initial Complaint

  Date:10/04/2023

  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.

  Commencing on or about October 19th, 2022, I fell victim to a multilayered scam operation orchestrated by HFA Consulting LLC (the Scammer), all of which aim at contributing to the goal of robbing and defrauding innocent people. Money was transferred from my account via bank wire in the total amount of ********* USD from my bank account to bank account that was with ********************** Bank and Trust. I disputed the bank and reached out to them multiple times but they haven't gotten back to me still. I am disputing on the fact that they participated in money laundering activities with providing the scammers the account on which they received significant amounts of money.

  

  Business Response

  Date: 10/17/2023

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

• Initial Complaint

  Date:10/03/2023

  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 was informed by HR that there was an account added for Direct Deposit. Not sure who this bank is and why and how did they attach to my HR account.

  

  Business Response

  Date: 10/04/2023

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

• Initial Complaint

  Date:10/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was employed by Grainger for approximately 3 years, ******** partnered with Branch to allow employees to utilize their services. When I resigned from Grainger I had funds delivered to Branch. I then needed branch to help me reset user information to allow me to sign back in with my personal email and phone. This request was done on Friday September 29th. It is currently October 3rd, Ive called 4 times asking assistance and access to funds as account is locked. There is $30k in this account that I cannot access, Sunday I sent in Government ID to verify identification. Please help me get access to my account

  

  Business Response

  Date: 10/17/2023

  Thank you for reaching out, *******. 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:10/03/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a local ***** print shop on Friday 9/29/23. The shop placed a ***** hold on my debit card for the work I was doing. I was later charged the proper amount of ****. The ***** hold remained on my account. On Monday 10/1/23 I contacted the ***** location that I done the printing at. Told them I wanted the hold removed. They informed me it was my bank that had to remove the ***** hold. I tried calling the bank on Monday 2 different times. Was on hold both times over 10 minutes, never got to speak to anyone, I just hung up. I called again on Tuesday 10/2/23 I was on hold for 18 plus minutes before someone answered.I explained to the lady why I was calling, told her I wanted the hold removed. She put me on hold again for several minutes, came back and said something about it would eventually be processed and cleared. I told her that was not good enough. That they was keeping me from access to my money. She said I could call back to customer support and file a complaint. I went to the same ***** location on Monday 10/2/23 to do more printing work. This time around I used my main bank account to do the work. I had two ***** holds placed on my account. As of late Monday night my bank had removed those holds.That's the difference between a real bank that cares about it's customers and this so called bank ( Evolve Bank & Trust ).I want access to my money! I don't care if it's only *****! It's MY MONEY!

  

  Business Response

  Date: 10/04/2023

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

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20689765
  
  I am rejecting this response because:
  It is doing nothing to resolve the issue.

   

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

  Customer Answer

  Date: 10/06/2023

  This is a bank account.Therefore I can't provide you with my account number.

  I called and spoke to a customer service agent yesterday.  She has asked me to do the most ridiculous things to get my money removed from the hold.

  She wants me to drive 14 miles one way, to the ***** location. Ask a employee to produce a receipt for the hold that was put on my account a week ago today.

  Not a receipt for services rendered mind you, but a receipt for a hold on a debit card.

  Then drive my vehicle 14 miles home. Waste about **** of my money in fuel doing this. Not to mention wear and tear on my vehicle. And my time.

  Then email her the said receipt, so ************ & Trust can remove the hold on my money.

  COMPLETE INSANITY!

  I will just wait the 9 days to reverse a hold, per Evolve Bank rules.

  We'll see if they reverse it then.

  Thank you.

  Customer Answer

  Date: 10/09/2023

   
  

  From the CONSUMER:

  Sent 10/6/2023 2:38:32 PM

  This is a bank account.Therefore I can't provide you with my account number.

  I called and spoke to a customer service agent yesterday.  She has asked me to do the most ridiculous things to get my money removed from the hold.

  She wants me to drive 14 miles one way, to the ***** location. Ask a employee to produce a receipt for the hold that was put on my account a week ago today.

  Not a receipt for services rendered mind you, but a receipt for a hold on a debit card.

  Then drive my vehicle 14 miles home. Waste about **** of my money in fuel doing this. Not to mention wear and tear on my vehicle. And my time.

  Then email her the said receipt, so ************ & Trust can remove the hold on my money.

  COMPLETE INSANITY!

  I will just wait the 9 days to reverse a hold, per Evolve Bank rules.

  We'll see if they reverse it then.

  Thank you.

  

  Business Response

  Date: 10/17/2023

  Evolve Bank and Trust works with many partners to provide banking services to their customers. In order to provide assistance and locate the partner with which your account was opened, we have requested that you provide us with some specific information. While we want to help you resolve your complaint, without that information Evolve is not able to research your complaint and provide a resolution. Should you provide the information requested below, we will reopen your complaint and work with our partner to provide a resolution. 

• Initial Complaint

  Date:09/28/2023

  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 refunded several items to ******** Those funds have yet to be returned to my account. The original transaction is no longer appearing in my transaction history, and the full refund has not been received. I reached out to the bank to resolve this and thus far they have refused a response. I also reached out to the merchant. Neither seems to be able to give an account on where my monies are. The transaction ID is: **********************. Transaction ID Sept 23rd

  

  Business Response

  Date: 09/29/2023

  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: 09/29/2023

   
  Complaint: 20671084
  
  I was unable to send my response other than clicking the reject option. I am including the info requested:

   

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

  last four of card: 2460

  last four of SSN: 2991

  Transaction  ID: **********************. Transaction ID Sept 23rd 

  I have contacted ther merchant and the bank multiple times. Neither can explain to me 1) Why my transaction is not displaying in transaction history.  It was previously and 2) Where is my money. 

   

  The order/purchase in question was canceled on Sept 21. ******* has refused only a partial amount thus far...they tell me the remainder will be delivered when my bank decides to give it to me. This makes no sense. I am expecting a refund for approximately $38.  Neither there merchant or the bank has been able to provide suitable details as to where this money is, and when it will be available in my account. 

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

  

  Business Response

  Date: 09/29/2023

  Thank you for providing you information. In order for Evolve to provide any assistance, we will need additional information. Please provide us with the online partners name who you bank with.   

  

  Business Response

  Date: 10/03/2023

  Thank you for providing you information. In order for Evolve to provide any assistance, we will need additional information. Please provide us with the online partners name who you bank with.