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

  
• 

  Community First Bank

  515 Pennsylvania Ave Fort Washington, PA 19034

• 

  Evolve Bank & Trust

  76 Otis Street Westborough, MA 01581

• 

  Evolve Bank & Trust

  184 Northampton Street Unit 304 Easthampton, MA 01027

• 

  Evolve Bank and Trust

  PO Box 1003 Wynne, AR 72396

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:07/31/2023

  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.

  On June 16th II approved ********* to be wire transferred to Juno and the deposit was accepted and then a day later rejected. We contacted the sender who was Bank United and they began to send Evolve service messages to recall money back to sender account. ********************** has ignored the messages and I called Evolve and they said they also need a fax of a LOI. The sender said they have never heard this before and it seems like they are trying to keep my money. It has been over a month now and we are still not been sent our money back.

  

  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 Juno. We requested that Juno 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 Since the wire transfer was from a company and there was a name mismatch,the funds were returned to the source. The user is already informed that only self-funding domestic wires are supported i.e., payments from your own account and wires from companies or other sources will be returned.

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20399814
  
  I am rejecting this response because:
  You kept my money and sender which ** *********** ask 2 times for you to return money, you took advantage of a disabled Veteran.i want my money back.
  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 Juno. We requested that Juno research the circumstances of the complaint. Please see their response below.Any further questions should be directed to Juno  directly as they are the party responsible for handling disputes.  
  
  Mr. *********** wire transfer was received and submitted to Synapse for final credit to the customers account by **********************. Synapse and **** conducted a review of the wire due to the amount received. **** made the decision to return the wire due to the wire being received from a business and not the customers same name account. However, this rejection of the wire was not communicated to Synapse resulting the wire remaining in a queued status until Evolves receipt of a wire recall request from the sending financial institution. This was communicated to Synapse and a partial return was submitted. 
  

• Initial Complaint

  Date:07/17/2023

  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 work for a third party company named AxleHire. I receive my payments through *********** with Evolve and Trust. I have tried to contact this bank on numerous occasions because my name is incorrect in their system there is an unnecessary hyphen in my name. When I try to set up the account its saying name is not correct and I can not receive my payments. I am continuously being told a supervisor would reach out to me. My money had been being held for about a week now. No one is trying to actually help me with this major issue. I am very disappointed with my experience and this is my first experience dealing with this company

  

  Business Response

  Date: 07/24/2023

  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.  A review of your account shows you successfully completed the sign-up process on 07/13/2023. We apologize for any inconvenience this issue may have caused. 
  

• Initial Complaint

  Date:07/11/2023

  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.

  ************* App, who works with Evolve locked my account without notice. I tried to call, and their automated system said that i should have received an email to send in documents to verify my identity. I never received that email, but proceeded to send the documents to the email address the automated system told me too. This being said, without access to the app, there is no way to speak to a person at **** directly. It just gives you the automated response then hangs up on you.Hours later I called back and the automated response was that my account was closed. I have all of my paychecks in that account, and now have zero access to any money. After sending about 20 emails, they sent me and email that said my account was closed because my documents could not be verified (my government issued photo ID and the bank statements they requested). I responded as to when I will receive my MY money back, and I keep getting the runaround. I want my money. This is a huge scam especially when they cut of your access to speaking to anyone once you close your account. They owe me ******

  Customer Answer

  Date: 07/12/2023

  ************* send me a fake check for the money they owed me.  I received a refund for the money that was in my account when they locked me out for no reason and closed my account.  I deposited the check into my bank account yesterday, and today my bank informed me that they are unable to verify the check with the issuer, therefor the funds will not be available to me.  Someone needs to do something about this company.  They are stealing peoples money, then issuing bad checks.

  

  Business Response

  Date: 07/17/2023

  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.  
  
  ******************** account was closed on 7/1/2023,and **** notified her of the account closure via email. ******************** remaining funds were issued via refund check, which has since been cashed. 
  

• Initial Complaint

  Date:07/03/2023

  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.

  So I was apart of the Uber/hertz Tesla rental program. I have it set up to my Uber pro card through Evolve Bank. Every week when I would extend the rental, evolve bank would hold those transactions as pending until the contract is closed. So they would pull the money but hold it in pending transactions and never release it back to me in fear that I would spend it which again is fine for them to hold it as long as its used at the end of the month when I terminate my contract. Instead hertz charge my account the entire amount causing me to go negative in my Uber pro account and they say the pending holds will be released to me back to me but it still hasnt been released back. When I turned in this last rental I was told there is $1348 in pending transactions from Hertz themselves. The rental cost came out to $1073. Meaning Im owed $275 back. I turned the vehicle in June 14th and I woke up today to a negative balance of $1050 in my Uber Pro account. ***** says they released my holds of money being held back to my account and then charged my account. ********************** bank tells me ***** has not released the funds yet and Evolve cant release them back into my account until they do. The bank also tells me they only have 707 on hold in pending transactions, where is the 641 thats left, that I was told by ***** they are holding? Its gone, no one knows where my funds are or can give me a solid answer of where its gone. This isnt the first time its happened to me either they owe so much more from a previous rental that hasnt been settled either around $2000 is missing. I have been calling Evolve bank and they dont have an answer for me on my missing funds, and only can send an email to have my case escalated but no one calls me back to resolve this matter. It has been a month now and Im still missing all my funds.

  

  Business Response

  Date: 07/14/2023

  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 assistance for your reported issue.  We apologize for any inconvenience this issue may have caused. 
  

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20267751
  
  I am rejecting this response because:
  Evolve bank and trust only allow me to dispute the transactions from hertz but it isnt hertz that isnt returning the money to me. The money appeared in pending transactions and the pending transactions have since disappeared and the funds were never released back into my account. All ********************** bank and trust does is send me a copy of my statements that does not show pending transactions, just shows my account is negative still. 
  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 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.  
  
  Evolve has reviewed the information that Branch submitted and Branch has confirmed that no duplicate transactions occurred. ************** had 2 declined transactions that occurred on the same for the same amount that *** have created the confusion. Should ************** have any additional questions he should contact Branch as Evolve was not part of the decisioning process. 

• Initial Complaint

  Date:06/27/2023

  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.

  They are very unprofessional rude they lie to they clients withholding my Ssi check for 17 months and will not give me the login they keep beating around the **** about my *********** n Juno they are a company of evolve

  

  Business Response

  Date: 07/14/2023

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Juno. We requested that Juno 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.  
  
  **** has spoken with ******************** regarding her concerns and taken measures to work with her for a resolution. Any further questions or concerns should be directed to Juno. 

• Initial Complaint

  Date:06/23/2023

  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.

  On May 15 I submitted a wire to Evolve Bank, mistakenly I sent the wrong amount, and the funds were rejected. After a few days I was told my account would be on hold but that it would get restored soon. Now I received a notice that says my account is closed for no apparent reason. I want my account back! I plan on buying farmland and I need my account restored. There's no reason for shutting my account down and no explanation was given. I also plan on filing with the **** and the ************************* for this abuse of power! I'm not a criminal nor have I acted in bad faith to fund my account.

  

  Business Response

  Date: 06/23/2023

  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.  
  

• Initial Complaint

  Date:06/19/2023

  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.

  I opened Juno basic checking account (partnered with Evolve Bank & Trust). After trying it a few time, I don't like it and so I decided to close the account for security purposes. I followed the guidelines and left a message using the chat option. The first time there was a reply saying that the account will be closed if there is no pending transaction. I then reply saying it has $0 balance and there is no pending transaction. After a week, the account is still open. I left few messages to ask about the timeline of account closure and if there is any problem. No reply ever. I tried e-mail to ask again but also no reply. The things I want to complain are 1) Why my account is still open now? 2) terrible customer service by giving no reply.

  

  Business Response

  Date: 07/06/2023

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Juno. We requested that Juno 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.  
  
  Per Juno: Reason for delay - This chat was missed due to a surge in the volume of customer support chats recently. We are working on optimizing our systems to reduce these delays. Resolution: The users account has been closed since 06.27.23

  Customer Answer

  Date: 07/06/2023

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

  
  Sincerely,
  
  Bon Ham Yip

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

  **********, ** 94608

  
  

• Initial Complaint

  Date:06/05/2023

  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.

  On May 22, 2023, a wire transfer was initiated to my Uberpro card provided by Branch ( an evolve bank & trust affiliate). Unbeknownst to me, after reaching out to customer service after 5 days of wire still not showing up, I was advised that my particular account doesnt allow wires. I was advised by rep ******* that wire should have been rejected and returned to bank that initiated wire. Rep asked me if I can send the wire reference# along with the date and amount sent. From there, he would send the case to their escalation team to look into and follow up with me regarding the reference number for the rejection by Branch (evolve bank). After checking back with the originated bank of the transfer, they are stating that the wire shows as complete and no return on there end (nor has it been returned by looking at my balance on acct). After 3 days of not hearing back from Branch since ***** escalated issue, I decided to follow up (this is money we are talking about!). Got another rep whom said there is no way to get in contact with that team, that she would place a note on the case that I followed up. To look into a wire takes no more than 5 minutes, but here we are 3 days post escalation and 8 day post original initiation of wire; still with no resolution. I express my dissatisfaction but was told nothing she can do; wait for them to email me back. 2 days later, with still no follow up from Branch I reached back out for update. Spoke with a rep through chat as I was tired of waiting 40 minutes on phone to get a Rep and in turn no result. Chat Rep advised of same thing, that she would leave a note. I stated that there should be a way to get I. Touch with that team whether its internally herself or if her manager needs to get involved. At this point it is just going from Rep to Rep, with bo one owning the issue and making sure it gets resolved in the end. 6/5/23 (14 days) post wire initiation and I still dont know where my money is. This is very unacceptable.

  

  Business Response

  Date: 06/15/2023

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

• Initial Complaint

  Date:05/23/2023

  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.

  Wrote 2 *** checks from the account, which should have gone through as I had money in my account and BOTH were returned as unpaid. When I spoke to the **** they laughed a little and told me 5 different things, whenever I challenged what they told me, they changed the answer. Basically, they returned 2 *** for no reason and now I have to pay 2 return fees, one was for my car note, because this organization doesn't seem to know what they're doing.What I was told was my account was negative a certain amount (it was not and I had charged a couple other things during the time that it was in the negative), also the amount that it was negative made no sense, I was given a random number, then there must be a glitch in their system for a mistake like this to happen, then they would connect me to a manager (never happened), and actually laughed/giggled when they were 'caught'. Moving my money away from them. Would suggest you do so as well. I'm out $30 in Overdraft fees because this company decided to reject BOTH payments and the guy had the audacity to tell me to try again. Why? So your company can refuse the *** one more time for good measure. SMH.

  

  Business Response

  Date: 05/25/2023

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

• Initial Complaint

  Date:05/16/2023

  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.

  I am having so much difficulty with this bank . I have not had any access to my money for 3 weeks and I am late on my rent and other bills . I requested a new card to 3 weeks ago and have not got it yet . I reached out to evolve and spoke to a rep **** today and she was not trying to be helpful and kept telling me to go through the app to request a new card again since there is no receipt that I had requested a new card 3 weeks ago . This bank has no remorse for helping me . At this point it feels like my money is being held hostage. I will like to have some type of resolution to this matter .

  

  Business Response

  Date: 05/17/2023

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