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Business Profile

Bank

Evolve Bank & Trust
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Evolve Bank & Trust's headquarters and its corporate-owned locations. To view all corporate locations, see

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Evolve Bank & Trust has 16 locations, listed below.

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    Customer Complaints Summary

    • 251 total complaints in the last 3 years.
    • 105 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Will not cash my check after 2 weeks

      Business Response

      Date: 05/01/2025


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

    • Initial Complaint

      Date:04/30/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      **** closed m account they said I owed money on an extra cash loan I do not I paid it. I had this trouble before. They said they were going to close it. They didnt they figured out that Idid pay it and they said this would never happen to me and well I did and now I cant get my money.I dont know what to do. I cant get my money and I have automatic payments coming out.They need to reinstate my account because I dont owe them money and I should have access to my funds. They should be illegal what they didto me.

      Business Response

      Date: 05/12/2025

      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. Ms. ********* account has been closed since the settlement was past due for over 120 days. For this type of processes, the account requires a forced closure.This accounts are not eligible for a reopen. Closure was completed on 04/30/2025.  

    • Initial Complaint

      Date:04/28/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Around 1 year ago ************ closed my bank account without any explanation, and they sent me the remaining funds on the account by physical check, but im not a US resident and i cant cash it out, so I told them if was possible to transfer or wire the money but they refuse to do it

      Business Response

      Date: 05/05/2025

      Our partner has informed Evolve the Mercury product used is not supported by Evolve Bank and Trust. 

      Customer Answer

      Date: 05/06/2025

       
      Complaint: 23258603

      I am rejecting this response because: i need them to send me the money by bank transfer or wire, im not able to cash the check im not a US resident

      Sincerely,

      Karnthada Sawasdikul

      Business Response

      Date: 05/06/2025

      Our partner has informed Evolve the Mercury product used is not supported by Evolve Bank & Trust. Evolve Bank & Trust would have to refer you back to ******* to get the correct partnership to resolve this complaint issue. 

      Customer Answer

      Date: 05/06/2025

       
      Complaint: 23258603

      I am rejecting this response because: Im not getting responses from ************ and they refuse to sent me the money by bank transfer or wire that is the only way that i can recover the funds as i explained before im not a US resident and its impossible for me to cash the physical check.

      Sincerely,

      Karnthada Sawasdikul

    • Initial Complaint

      Date:04/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 lost $20,314 of my money from a savings account and has not provided sufficient records or communication. They have not returned the money. No one should bank with Evolve ever.

      Business Response

      Date: 04/28/2025

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

    • Initial Complaint

      Date:04/23/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cannot move my money of $15000 in the bank since May 2024.

      Business Response

      Date: 04/24/2025

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

    • Initial Complaint

      Date:04/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 close my debit card account for several days with this company. Branch support and **** one Card. I was told it had to be escalated to close the account and a week later my account is still not closed and the customer service agent states she needed to escalate the issue again and was unable to close my account. I was given a ticket number and told a supervisor would contact me but I have not been. I continue to have to request to close my account. I requested twice online on the application and twice with a live agent the last time I was given this ticket number. I hope that this can be resolved. I am asking that this be resolved asap. Ticket # ******* given 4/21/25

      Business Response

      Date: 04/24/2025

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

      Hi ******,Thank you for reaching out. Our support team followed up with you regarding your request for account closure. Currently your account is closed. We apologize about the inconvenience.

    • Initial Complaint

      Date:04/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 filed a dispute on the wrong transaction and it took the money from my apartments which was rent payment. Evolve Bank later corrected it. Well now my apartments has filed eviction because the bank went in and reversed the payment AGAIN!! and it put me at a negative balance. So now Im over $3800 behind on rent which now two months behind because of that reversal. The amount was $1,763.00. I will attach a few images to back my complaint.

      Business Response

      Date: 04/22/2025

      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 Lakeithen

      Thank you for reaching out. Our Support Team has followed up directly, advising that your dispute case was not decided in your favor. As such, the provisional credits that were provided during your dispute case investigation were pulled back on 3/24/25 and 3/27/25. Currently the dispute decision is final. Branch considers this issue resolved.

    • Initial Complaint

      Date:04/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 transferred $3000 from this bank account to my other bank account on March 21, 2025 It said 2-3 business days. On April 2 & 3 2025 I contacted customer service and explained that the money isn't in my other account. They said that it shows that it was settled into my other account and u should check my transactions. I told them I wouldn't miss a $3000 deposit and I sent them all the transactions showing the money wasn't there and *********** can't do anything because they don't see the transaction. I just want my money back, it's MINE

      Business Response

      Date: 04/11/2025

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

      Customer Answer

      Date: 04/11/2025

      Proof of the transfer initiation and proof it didn't go into the bank account when **** said it did, or at any point since then up until now. 

      Customer Answer

      Date: 04/14/2025

       
      Complaint: 23191539

      I am rejecting this response because: Proof of the transfer initiation and proof it didn't go into the bank account when **** said it did, or at any point since then up until now. 

      Sincerely,

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

      Business Response

      Date: 04/21/2025

      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.   

      Ms. ********* encountering issues with the transfer from **** to her External Account. However, after the review, we can confirm this transaction was posted and sent successfully on 3/21/2025.Requested Bank Statement from External Account to confirm any transaction/transfer has been posted.

      Customer Answer

      Date: 04/23/2025

       
      Complaint: 23191539

      I am rejecting this response because: they are still trying to say that the transfer was successful even though i have submitted all statements showing that it was NOT successful. This is MY money and they need to give it back to me. Thats a lot of money for them to take. It's not right

      Sincerely,

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

    • Initial Complaint

      Date:04/03/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had an unauthorized charge on my **** pro card that is powered by Branch and funded from Evolve Bank. I have filed multiple disputes stating that I never authorized the charge of $31.56 from ******* I did not tap I did not swipe I did not insert the chip of my card into their system for it to be charged that money. They're stating that there was no error there was an error My money was stolen and I'm trying to recover it. I know it's not a whole lot of money but when you're poor and broke every ***** counts.

      Business Response

      Date: 04/07/2025

      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 dispute was not decided in your favor. The documentation used during the investigation, as well as the contributing factors that led to the decision,have been forwarded to you. As previously advised, we recommend that you reach out to the merchant directly for further resolution. At this time, we consider the case closed.

    • Initial Complaint

      Date:03/31/2025

      Type:Product Issues
      Status:
      Answered
      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, I filed a recent fraud claim because my STEP card was stolen after my car was broken into. Ive filed a police report as well and to my knowledge you guys manage STEP BANK!

      Business Response

      Date: 04/11/2025

      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.   

       

      Dear *** ***, in section XI of your ********* Card and Secured Account Agreement there is
      clearly outlined security obligation to not write down your PIN or keep your PIN in proximity to
      your Step Card. In your incident report you confirmed that you had written your PIN on your
      Step card which compromised the integrity of the PIN. This is a very unfortunate situation as it
      gives anyone with access to your card the ability to use the secure PIN that you had created to
      protect the card. Due to not following the security obligations to protect your sensitive PIN
      information we are not able to accept these disputes. In addition, you have reversed your
      deposits from Step back to originating bank account which has now overdrawn your Step
      account. Your account will now be closed for falling out of good standing according to the
      account agreement. Please reach out to us at *************** if we can help with anything
      else.

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