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

  
• 

  Evolve Bank and Trust

  111 E Huntington Ave Jonesboro, AR 72401

• 

  Evolve Bank and Trust

  123 W Parkin Street Parkin, AR 72373

• 

  Evolve Bank & Trust

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

  

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:09/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 12 2023 I contacted Evolve Bank and Trust from the phone number on my card. they transferred me to BRANCH after i explained to them my local bank informed me of a scam/fraud/ transaction on my local bank account. I checked my other accounts online and saw that ******* was being taken out of my BRANCH account via cashapp. I contacted ****** and explained what happened as i was hacked and fraudulant activity on my account the representatvie informed he canceled the transaction to refress my screen and the money was back in my account and he canceled my card and mailed me out a new one. When I woke up on September 13 the money had been taken out via cashapp to an account that states green dot ( know ideal) I contacted BRANCH and they started the dispute denied me. I was under the understanding i was speaking to a hulu reprsentative getting assistance with my account and this person had me download an app called any desk and he accessed my accounts without my permission.

  

  Business Response

  Date: 10/06/2023

  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, ****. Our Support Team has followed ** directly, advising that your dispute was not decided in your favor.The documentation used during the investigation, as well as the contributing factors that led to the decision, can be sent to you if you request it.
  
  As previously advised, we recommend that you reach out to the merchant directly for further resolution. At this time, we consider the case closed.

  Customer Answer

  Date: 10/06/2023

   
  Complaint: 20653997
  
  I am rejecting this response because: I would like my money I did not do this transaction I contacted Branch sept ************************************************************************************************************************************************** out a new one
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/13/2023

  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 ****, at this time we received the documents you provided for a dispute appeal on 10/5/23, your dispute case was reopened for review on 10/10/23. As it currently sits the dispute can take up to 90 days, and a provisional credit has been issued. Any updates to the dispute will take place via email.

• Initial Complaint

  Date:09/15/2023

  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.

  Money was taken out of my account in the amount of $539.01 without my knowledge. I contacted ************* to dispute the transaction because that was my bill money. My lights are off currently off and they are giving me a hard time about reimbursing me my money. I sent in everything showing I did not send any money. They are still giving me a hard time.

  

  Business Response

  Date: 09/25/2023

  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 **** directly as they are the party responsible for handling disputes.

  We received your dispute on 9/14/2023 totaling $539.01. Additionally, we received your written statement,and the provisional credit date is 9/28/2023. Please keep in mind that our investigation can take up to 90 days to complete. We sent you an email on 9/19/2023 with this information. Please respond directly in the email thread should you have any questions.

• Initial Complaint

  Date:09/15/2023

  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.

  1. This is all fraudulent activities on my . bank account I notified the bank that the fraudulent activities was going on in my account a transaction for $500 on the 30th and a transaction for $637 I told them they were pending at the time I notified the bank the bank said I had to let them go through I said I didn't authorize those they said we have to let him go through and then we can address it well I know is it's a ******** with letters and numbers is who did these I don't know who they went to that's all it says I didn't authorize it I didn't purchase it meanwhile on the 5th of September 1 on the 3rd of September 5 on the 2nd of September 2 on the first one on the 31st 10 on the 30th I notified the bank these were all declined amounts that were sent you know tried to debit from $500 to 700. Has it now the bank is telling- me that that there was no fraudulent activities and that I authorized the those transactions I did not I notified them why they were still pending and told them I did not authorize those transactions I'm a woman fixing to be 61 on a fixed income that was my rent money and any grocery money I needed for the month now I'm fixing to be homeless and I can't eat because this nonsense with my bank can you

  

  Business Response

  Date: 09/18/2023

  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's information.

  Customer Answer

  Date: 09/18/2023

  my card number *******************

  Customer Answer

  Date: 09/19/2023

   
  Date Sent: 9/18/2023 4:58:46 PM
  my card number *******************

  

  Business Response

  Date: 09/25/2023

  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.  
  
  Based on the authorization made on 7/27/2023 and the transactions occurring with ******** and this information, we did not see a fraudulent pattern. To ensure we completely satisfy the customer. As of today ********* the claim has been re-opened to be further investigated, and the following has been communicated: 

  Customer Answer

  Date: 09/27/2023

  While looking at the date that of 727 I was unaware that I had a transaction through ******** I looked at that I didn't make that transaction so how this is not fraudulent if you go back and you look through the whole entire history of that last month that I made this complaint on you'll see numerous of course you the bank did decline those transactions but you can see the pattern of how they kept continuing trying to take my money all I want is my money back I did not authorize any transactions that's point blank I'm getting I feel like I'm getting sidestepped around and excuse after excuse I don't know how you figure it cannot be fraudulent activity it is fraudulent activity when there's ********************************************** one day for over $500 and it's all through a ******** with different names and numbers and letters just give me my money that's all I ask

  Customer Answer

  Date: 09/27/2023

   
  While looking at the date that of 727 I was unaware that I had a transaction through ******** I looked at that I didn't make that transaction so how this is not fraudulent if you go back and you look through the whole entire history of that last month that I made this complaint on you'll see numerous of course you the bank did decline those transactions but you can see the pattern of how they kept continuing trying to take my money all I want is my money back I did not authorize any transactions that's point blank I'm getting I feel like I'm getting sidestepped around and excuse after excuse I don't know how you figure it cannot be fraudulent activity it is fraudulent activity when there's ********************************************** one day for over $500 and it's all through a ******** with different names and numbers and letters just give me my money that's all I ask

  

  Business Response

  Date: 10/23/2023

  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.  
  
  
  
  ***************** noticed 2 pending transactions in the amount of $500.00 and $630.70 to her B9 account. ****************** contacted B9 on August 30th and requested that the pending transactions be blocked as she did not authorize them. B9 advised that the transactions could not be disputed until they were completed and sent ****************** a dispute form to complete to send to the Disputes Team. B9 replaced ******************** physical account card and told her it could take up to 90 days to investigate the dispute. On 09/01/2023, ****************** notified B9 that both pending transactions were completed, and she was told that it could take up to 10 days to produce an update. ****************** asked for credit in order to pay rent and purchase food until the matter was resolved. She was advised that the investigation would be completed by September 15,2023. On September 11, 2023, ****************** was advised of the following from B9: 
  
  
  Per B9, on 9/19/2023 a Better Business Bureau complaint was received related to this dispute.  In light of this BBB complaint, the claim was re-opened, and a chargeback was sent to the merchant for the disputed amounts.As of 9/27/2023, there has not been a response from the merchant on this payment, so the investigation is still ongoing.  
  ***************************: 
  **************** notified B9 that there were 2 unauthorized pending transactions in the amount of $500.00 and $630.70 and asked that they be stopped. B9 is not permitted to stop a transaction while it is pending. After the transactions were completed, B9 investigated and initially declined the dispute and determined that the transactions were authorized. After receiving a BBB complaint, B9 investigated further and sent the transactions for chargeback to the merchant.As of 09/27/2023 there has not been a response from the merchant; therefore,the case remains ongoing. 
  
  

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair 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 august 2 I took a pay advance for *****. On Aug 11 I paid the advance back for ***** which included fees. But I was charged twice for the august 2 advance. I have sent snap shots of the double charge on bank account as well as snap shot of my advance history that shows august 2 settlement for ***** twice. I have exchanged several emails and still no refund on the money I was double charged. I am asking for help in this matter because I need my money back and they dont seem to want to or care to. The evidence is very clear and undeniable so there should be no reason a refund hasnt been issued.

  Customer Answer

  Date: 09/14/2023

  The complaint with evolve bank and trust has been resolved.  I understand that I cant cancel or withdraw my complaint, but if I could I would.   Evolve bank and trust has resolved my issue with them and no longer have a complaint against them.  Not sure if this helps or what can be done. 

  Customer Answer

  Date: 09/14/2023

  The complaint with evolve bank and trust has been resolved.  I understand that I cant cancel or withdraw my complaint, but if I could I would.   Evolve bank and trust has resolved my issue with them and no longer have a complaint against them.  Not sure if this helps or what can be done. 

• Initial Complaint

  Date:08/28/2023

  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 had a transaction in the amount of ****** taken out of my account, well it was cancelled instantly, I was told by the merchant that the funds would be put back into my account within 2 days (this was on July 7th 2023) so I waited and the funds were never out back into my account. So I contact my bank (**** Banking/Evolve Trust) and they told me that they put a 30 day hold on hotel transactions and that my ****** would be put back into my account. Well August 7th, was 30 days and once again I never received my refund of ******! I contact them and tell them that I never received them and they told me that they were released but wont show ** in my account because it was an internal transfer. I checked my account everyday for over a month and the ****** was never put back into my account! I want my money back please! I work hard for my money and for them to take it and then lie to me is extremely un professional!

  

  Business Response

  Date: 09/06/2023

  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 **** directly as they are the party responsible for handling disputes.  
  
  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 transaction on 7/7/2023 totaling $275.03 from HOLIDAY INN,COLOMBUS, IN was authorized on 7/7/2023 and expired on 8/7/2023. This transaction did not post to the account. 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.

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20530162
  
  I am rejecting this response because: The ****** was taken out of my account on 7//07/2023 whether it be held or whatever, the funds were transferred from my account and never put back in. My balance decreased on 07/07/2023 when they took the ****** out of my account. So how can you tell me that my balance decreased by ****** on 07/07/2023, and I cancelled that transaction and never received my ****** that was TAKEN out of my account. My balance never increased on 08/07/2023 when they claimed to have put the funds back into my account. Quit giving me the run around and refund me my dam money. Im closing my account with you frauds and I am making sure you pay for the money you stole from me!!! Disrespectful frauds
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/25/2023

  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 **** directly as they are the party responsible for handling disputes.  
  
  The timeframe for card authorization holds is outlined in ***** Deposit Agreement (**************************************): For transactions at hotels, it may take up to thirty (30) days for the hold to be removed. The transaction on 7/7/2023 totaling $275.03 from HOLIDAY INN, COLOMBUS, IN was authorized on 7/7/2023 and expired on 8/7/2023. This transaction did not post to the account. 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.

  Any further questions should be directed to **** directly as they are the party responsible for handling disputes.  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20530162
  
  I am rejecting this response because: my balance never changed when the hood expired! My balance decreased by $275 on 07/07/23 and it never increases after the 30 calendar days when the hold expired. I have sent pictures of my balance that clearly shows the $275 being taken from my account on 07/07/23 and I sent a picture of my balance on 08/07/23 that showed my balance never changing. My balance should have increased by 275 on 08/07/23. Give me my money!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/28/2023

  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 **** directly as they are the party responsible for handling disputes.  
  

   To **********************:
  The timeframe for card authorization holds is outlined in ***** Deposit Agreement (**************************************): For transactions at hotels, it may take up to thirty (30) days for the hold to be removed.
  The transaction on 7/7/2023 totaling $275.03 from HOLIDAY INN, COLOMBUS, IN was authorized on 7/7/2023 and expired on 8/7/2023. This transaction did not post to the account.
  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:08/22/2023

  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.

  Hello, to whoever see this letter I'm contacting **** about step who the company there are partnered with. I got a $747.78 provisional credit that was giving to me on July 7,2023 as there was an investigation against best buy for a computer I already returned and no longer have and so fast forward to July 31,2023 step took back the credit and now I can't use my account due to bill amount which I don't have and I did my part and showed my return receipt but it apparently wasn't good enough also I had bills to pay and Step just didn't care basically saying too bad we can't help you on are end

  

  Business Response

  Date: 09/05/2023

  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.  
  
  
  Mr.******* account has been credited and Step notated, and communication has been sent out. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20509158
  
  I am rejecting this response because: it was credited true but I just wanted the amount cleared as I wasn't able to use my account before and now it's in a dispute which I didn't ask I sent a file in the attachment below for reference 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/18/2023

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Step. We requested that Step research the circumstances of the complaint. Please see their response below.Any further questions should be directed to Step directly as they are the party responsible for handling disputes.  
  
  Step has confirmed with ********************* that the credit is permanent.Step also apologized for the verbiage on the customers end. 

  Customer Answer

  Date: 09/18/2023

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

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

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

  *********, ** 89044

  
  

• Initial Complaint

  Date:08/22/2023

  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.

  According to the terms and conditions, Uber Pro Card does NOT do overdraft payments or protection. If there is insufficient funds, the transaction is supposed to decline. However, Uber Pro card has on multiple occasions charged me more than once for a transaction, which has led to a negative balance. I have proof that I have paid for a transaction and it instantly took the money out of my account, only to be charged again a few days later for the same transaction.. When I try and do a transaction and the account has a zero balance, the transaction is rejected as it should. However, they have on more than one occasion not only charged me more than once for a transaction, they will overdraft my account by letting transactions go through when theres a zero balance. I keep my money in my savings, so in order to use my money I have to move money over from my savings in order to clear the negative balance just to be able to use my funds. They only seem to do this when there is money in my savings. So Im essence, Im paying more than once for transactions that I have already paid for. When speaking with them about this, they just direct me to my statement. I have lost $100 of my own money in my own account.

  Customer Answer

  Date: 08/22/2023

  Here are some screenshots proving that they dont supposedly do overdraft. Also included is a screenshot showing my account in the negative .

  Customer Answer

  Date: 08/22/2023

  Here are some screenshots proving that they dont supposedly do overdraft. Also included is a screenshot showing my account in the negative .

  Customer Answer

  Date: 08/22/2023

  This is a screenshot of one instance when I paid $16.50 for a transaction and days later was charged again leading to a negative balance 

  Customer Answer

  Date: 08/30/2023

  Here we are yet again on today 8/30/23 as I again been charged $20 for moving my money over to my savings . They never overdraft my account until my last is moved to savings. Someone from the company called me offering only an explanation. It is in direct violation of their policy, and I need my money back. The total is $100

  Customer Answer

  Date: 08/30/2023

  Here we are yet again on today 8/30/23 as I again been charged $20 for moving my money over to my savings . They never overdraft my account until my last is moved to savings. Someone from the company called me offering only an explanation. It is in direct violation of their policy, and I need my money back. The total is $100

  

  Business Response

  Date: 09/01/2023

  After reviewing the screenshots. We will need more information to provide to Branch so that we are able to assist in this matter. ************** states that she lost $100 of her money and that she has overdrafts and duplicate transactions. We will need to get the merchant she lost funds to and along with the dates.  

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20504780
  
  I am rejecting this response because:

  The merchant information is right there on the screenshot, as well as the transactions. This is a stall tactic. It does not have to be the $100, but I DO want reimbursement for the negative balance amounts  they charged me. that I PAID for and settled with my savings. Those amounts are included in the original complaint attachments. One for $16, one for $49, and Just the other day they gave me a negative balance of -$21 that I had to settle 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/06/2023

  We appreciate the screenshots shared by **************; however, we need the individual transaction dates and amounts in order to conduct our research and review the information provided to us by our partner, Branch. Without this information, we are not able to conduct a thorough investigation and provide a response. 

• Initial Complaint

  Date:08/21/2023

  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 took a cash advance from the company 3 months ago and paid the advance. On my screen I seen that the advance was short 10 dollars. I called the company and they advised me that they were aware of my issue and it will take 5 business days to resolve. That has been over 6 weeks. I have asked for a resolution and keep getting told 5 days. They are not even responding to me at this point and as a financial institution that is FDIC insured this is unacceptable.

  

  Business Response

  Date: 08/31/2023

  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 **** directly as they are the party responsible for handling disputes.  
  
  Hi **************,
   
  You previously requested a $75 advance on 5/4/2023 along with a $4.99 express fee. The total owed was $79.99. $30 was settled on 6/9/2023 & $39.99 was settled on 6/22/2023. A total of $69.99 was settled and the remaining balance was $10.
   
  $10 was settled via ACH on 8/22/2023 for the remaining balance. ACH settlements can take up to 5 business days to process and we can confirm that the $10 settlement on 8/22/2023 is within the processing timeframe. Please refer to our FAQ for more details: Settlement and partial settlement
  
  If you have any further questions, please reach out to our dedicated escalation team at **********************. 
  
  
  

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20500724
  
  I am rejecting this response because: the initial $10 fee was taken back on June 13 as shown in the photo that was attached. There was an extra $10 that was removed from the account.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/06/2023

  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 **** directly as they are the party responsible for handling disputes.  
  
  Evolve Bank and Trust does not support or sponsor the **** Advance Product. Any fees associated with this product are issued at the discretion of ****. In an attempt to facilitate a resolution for **************, Evolve worked with our partner, **** to address his concerns. If ************** is not satisfied with the response provided, he will need to contact **** directly for further assistance. As stated above, Evolve does not support or sponsor the **** Advance product.

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair 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 2 fraudulent charges on my account, the charges started 6/06/2023 with one charge for $9.97. Then another for the amount $139.97 on 6/07//2023.I filed a dispute the minute the 2nd one came in with evolve bank or (branch).They told me that they would have the problem sent to the support team to handle it. They declare that an agent would reach out to within 48 hours which one did by email. Upon calling and trying to reach an agent that could help me after several days, they informed me that no one was available to help me. Then I was told they were giving provisional credit. They took the credit back out of my account saying that I had to contact the merchant. . *** tried reaching the merchant who keeps saying they do not have an account for my name or my phone number so they cannot help me and to call the card company. So, I did. I have also resubmitted the dispute with these details. Now I have been ignored and no one has properly addressed my issue and resolved it. I find it completely unfair that Im the one whose money is missing, and the bank does not have any desire to help fix the issue. I called them on 6-7-23 with the first report and they sent a new card. .I have called the bank and the merchant multiple times and still no result. It has been almost 2 months and still fighting for the money I have worked so hard for. Where is the justice in this? I have screenshots of the charges on my account. What am I to do when the company that fraudulently took my money even says they have no idea who I am and have no account for me yet the bank wont do anything?

  

  Business Response

  Date: 08/11/2023

  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, ***********  Our Support Team has followed up directly, advising that your Branch account was properly credited on 08/10/2023.?We apologize for any inconvenience this issue may have caused. 

  Customer Answer

  Date: 08/12/2023

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

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

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

  *******, ** 76066

  
  

• Initial Complaint

  Date:08/02/2023

  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 began a wire transfer from my banking company to one of Evolve Bank & Trusts services, Branch. I was unaware that they do not accept wires, and instead of rejecting it, they decided to not inform me of the issue at hand and instead lost track of my money. This process began on 6/29/2023. I have been calling at least weekly, emailing with their support staff, and with my original banking source but the issue has not been resolved and Branch cannot tell me where my money is currently located. They give me empty promises of escalating the issue to their managers, but I have not seen any proof of this. Their customer service staff is rude and cannot answer any questions or connect me with someone else. I cannot believe that after one month no one can tell me where my money went.

  

  Business Response

  Date: 08/11/2023

  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, ******.Our Support Team has followed up directly and provided you confirmation information regarding your returned wire transfer.  We apologize for any inconvenience this issue may have caused.