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 and Trust

  111 E Huntington Ave Jonesboro, AR 72401

• 

  Evolve Bank and Trust

  123 W Parkin Street Parkin, AR 72373

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:04/12/2023

  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.

  No access to account. Many attempts to escalate through customer service via phone and email.I cannot access my money due to my cell phone being unrecognized by their system. I have NO other options.

  

  Business Response

  Date: 04/13/2023

  Evolve Bank & Trust works closely with our partners to resolve all complaints. We will need the partners information to be able to fully resolve all open BBB complaints. Please submit the partner's information to solve this matter. 

   

  Thanks in advance,

  Customer Answer

  Date: 04/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. My name and information is listed in this correspondence, they have a minimum of thirty emails and I've escalated through their call center multiple times including through Branch directly. I have identified myself.

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

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

  Cullman, ** 35058

  
  

• Initial Complaint

  Date:04/02/2023

  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.

  March 22,2023 $3,930 $4000 was cashed out to my **** Banking Card which banks with Evolve Bank & Trust. $70 was deducted from cash app for the instant fee. My bank denied payment due to *** exceeded. The funds were never refunded back to my cash app. My bank only tells me they cant locate my funds because it was declined and the funds are not showing on they end. Cash app says there was no error and they are unable to reverse the payment.. Cash app provided me with the retrieval reference number which is ************. Today(Apr 2, 2023) makes 10 days my funds has not been refunded.

  

  Business Response

  Date: 04/12/2023

  
  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.  
  
  Unfortunately,the transaction that was attempted exceeded the weekly limit and was declined. If there are any further questions, please reach out to our dedicated escalation team at **********************.
  
  
  
  
  

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19886678
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/22/2023

  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.

  I have 4 fraudulent charges on my account, the charges started 2/12/2023 with 2 charges one for the amount of ****** then another for the amount of ******. Next charge was 2/15/2023 for ****** then 02/16/2023 *****. They were all from conoco and supposedly holds from the merchant but when discussed with the bank they reversed the charges then the next day the money was gone again. I called evolve bank or (branch) and they told me that they would elevate the problem to the support team meant to handle it. They declare that an agent would reach out to within 48 hours which one did and after emailing me twice they stopped responding and I hadnt heard from them for 5 days. Upon calling and trying to reach an agent that could help me they informed me that no one was available to help me and I called in the afternoon on Friday 02/24/2023. Ive been ignored and no one has properly addressed my issue and resolved it. I find it completely unfair that Im missing money and the bank that I trust to secure my funds has just blown me off and acted completely unprofessional. I have the screenshots of the charges on my account and the money missing.

  

  Business Response

  Date: 03/29/2023

  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.  
  
  
  ********************* (4774398) 
  
  BBB Response: 
  
  Thank you for reaching out, *****. Our Support Team has followed up directly, advising that your dispute case was decided in your favor and your Branch account was properly credited on 03/07/2023.  We apologize for any inconvenience this issue may have caused. 

• Initial Complaint

  Date:03/03/2023

  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.

  On 2/18/2023 Evolve bank am trust partners with **** banking and I've had them for nearly a year getting my weekly paychecks into that account and everything was fine even had my husbands and I bank linked with it the entire time making transfers and the whole nine yards. And all of the sudden they closed my account for no reason no way to get my weekly pay or anything I've sent them my ID and tax forms to prove my identity and they still won't send my money; I've worked very hard for it and no return just they keel saying I keep sending them a expired ID and it doesn't expire until ****. I need help and they won't help they are being rude and unreasonable I've tried talking to them but I give up on being nice they are stealing my money and I've had it. Inflation is hard and its bad enough that they won't give me my money its mine and they are stealing it.

  

  Business Response

  Date: 03/10/2023

  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. 
  
  Unfortunately, it was determined that **** needed to close Ms. ************ account. We requested for ************************** to provide valid and accessible documentation to return the remaining funds on her account. As of March 9, 2023, the documentation has been received and the remaining funds were issued via check to **************************.

• Initial Complaint

  Date:03/01/2023

  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.

  This **** bank card has taken money from my primary credit Union account. I called last week to close this **** account and freeze my card. I spoke with them on 4 different occasions within the past 7 days. They keep sending me physical debit cards and changing the number on the virtual card. Today I checked my primary account and found they had an ACH pulled from my checking account for 200. I immediately called my credit Union and put a stop payment on this ACH. Someone keeps authorizing cash advances from this **** account. We are now up to 400.

  

  Business Response

  Date: 03/07/2023

  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. 
  
  *********************************
  

  Ms.***************************** account was closed on 3/3/2023 and we notified her of the account closure via email. If there are unauthorized transactions occurring on her external checking account, we encourage her to reach out to her financial institution directly to dispute the charge(s) and to address any possible compromise to her debit card and/or bank account. ******************;work with your bank should the need arise.
  

  
  

• Initial Complaint

  Date:02/26/2023

  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.

  Evolve Bank & Trust/ ********* services failed to properly investigate a fraudulent charge on my account from a merchant in ******. I was puzzled as to who/what the merchant was and initially indicated that I suspected it was an over-charge from a sandwich shop or something of that nature (where ******* pesos were substituted for USD). The charge in question is for $994.82 and I was not a party to any transaction of this size. Upon further investigation on my own I determined that the charge was outright fraudulent as I was never in the area of the indicated merchant address. I have communicated in good faith with Evolve Bank & Trust/ Bilt card dispute team who insist all communication be via fax. The disputes analyst insists that I provide a receipt for a transaction I was not a party of in order to "prove" that it is fraudulent. The burden of proof in case of fraud is not on the consumer but the merchant who from all appearances has not even been contacted in regard to this fraud claim. My repeated requests for an investigation have been rebuffed and I was asked to provide a receipt. No effort was made to contact the merchant or obtain a signed transaction receipt from the merchant or attempt to identify the nature of the transaction. The merchant where the fraud occurred was not even contacted and the amount was not suspended. There was zero documentation provided to me to indicate this transaction was valid despite my repeated requests that it be provided. I am unable to obtain the contact information of the merchant where the fraud occurred. My request to reopen the dispute after it was closed because I failed to provide a receipt was immediately rebuffed. The dispute was again closed the same day additional documentation explaining why the transaction is fraudulent was furnished. The issuer is ignoring the card member agreement by not investigating the charge, suspending the amount in question during an investigation, providing any documentation as to the nature of the transaction or, a reason why the dispute analyst believes it is valid.

  

  Business Response

  Date: 03/08/2023

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Bilt. We requested that Bilt research the circumstances of the complaint. Please see their response below.Any further questions should be directed to Bilt directly as they are the party responsible for handling disputes.  
  
  
  
  The cardholder filed a dispute saying that he made a purchase but that the amount was incorrect. We asked for a receipt or proof of the correct amount so we could dispute it with the merchant. The cardholder failed to provide the receipt as there was not one given to him at the time of the transaction. The cardholder at no point suggested that his reason for disputing the transaction had changed from being one of an incorrect amount charged by the merchant for a legitimate purchase he agreed he made to one of claiming that he did not make a purchase at that merchant. After listening to the call recordings, we can confirm that this complaint is the first Bilt was informed that he wished to change the dispute from being an incorrect amount to fraud. 
  
  Now that we are in receipt of his dispute of this transaction as fraud, we have contacted the customer to file a dispute for fraud and will ***** him a provisional credit for the transaction while we investigate it for fraud. Bilt Cardholders are never liable for fraud when reported promptly. We will ensure that the customer is reimbursed for the purchase,or the amount corrected if it is a matter of an incorrect amount as originally disputed. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19502068
  
  I am rejecting this response because:

  Evolve Bank & Trust is the issuing bank and entity responsible for servicing my Bilt account, which includes all disputes of charges. This is outlined in the cardholder agreement as well as in the following link. ***************************************************************************************************** Stating that further questions should be directed to Bilt directly when Evolve Bank & Trust IS THE ISSUER OF THE CREDIT CARD PRODUCT and is 100% responsible for servicing the account.

  I informed Bilt customer service over the phone and in writing as requested that the charge was out right fraudulent. A copy of the letter faxed over on February 12th is included in this communication. Bilt **** services agreed to re-issue the card with a different number in light of the reported fraud. I received a response from the card issuer dated February 27th (also attached) that does not appear to address the fraud. The issuer claiming that this is the first they hear of the issue is incorrect. The issuer likely did not listen to all recordings as claimed, or is missing recordings.

  The issuer has not contacted me in regard to the dispute as claimed since the receipt of the complaint response dated March 8th. No credit, provisional or otherwise has been issued to the account at any point despite issuers claim.

  The resolution requested is a refund of the $994.82 fraudulent charge reported. To quote the issuers response, Bilt ****holders are never liable for fraud when reported promptly. We will ensure that the customer is reimbursed for the purchase, or the amount corrected if it is a matter of an incorrect amount as originally disputed. Please honor this statement.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 03/30/2023

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Bilt. We requested that Bilt 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 member's credit has been applied to his account. Bilt has had someone reaching out to ******************** to provide him with an update on the credit. 
  

• Initial Complaint

  Date:02/24/2023

  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.

  **** App is a online banking app. It is affiliated with Evolve Bank and Trust. In November of 2022 someone used my ***** Fargo debit card. To play on Tipico Casino. Called my bank ***** Fargo. They investigated and found fraud. ***** reimbursed the money which was $500. In November of 2022 I also opened a **** Bank card. Speed up to Jan 13, 2023. Tipico Casino went into my account and took out $500 as repayment for payback. They had no court order or authorization by me *************************. I got in touch with **** **************. I filed a complaint of fraud and unauthorized withdrawal. I sent **** a document that **** sent me to fill out. Within that time they reimbursed my $500. Meanwhile, I took out a $75 loan with ****. In a matter of two weeks. They came into my account and took $500 which I didnt have in there. So I owe them $500. Plus they took the loan given to me. To be put towards my **** payment. Now they want $500 and $75. They sent me a letter telling me that:They have throughly investigated my claim and found no error. We have come to this conclusion because the transactions are consistent with previous activity on your account. I looked at all my statements from when first started in November to now. There was not even a Tipico Casino on any of my statements. I come to find out you cannot use a **** card to ******. You get a warning that says it has failed to use another card.

  

  Business Response

  Date: 03/06/2023

  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. 
  
  
  
  We thoroughly investigated the dispute claim. We determined that no error occurred and have come to this conclusion because the purchases were made with the cardholders account and routing numbers, and the account does not appear to have been compromised. If ****************** believes the dispute decision is incorrect and would like to have the dispute reconsidered, she has the option to appeal the decision by supplying us with any new details and/or documentation to support the claim. 
  
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19492761
  
  I am rejecting this response because:
  **** responded by saying the *** is correct. Of course its correct. ****** went into my checking account to take my money. With no authorization from me. My problem 1st started with ***** Fargo. Someone went in and used my account for $500. I called ***** immediately. They did an investigation and found this happened. And they gave me back my money. ****** wants there money back from me. For a fraud that **************** said happened. So ****** went into my **** account to take money. This is all simple. This is not rocket science here. I have submitted documents to BBB.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/12/2023

  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 appeal was submitted and finalized in ********************** favor. The permanent credits were posted to ********************** account.  
  

  Customer Answer

  Date: 04/12/2023

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

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

  200 ********** Apt 3205

  Somerset, ** 08873

  
  

• Initial Complaint

  Date:02/20/2023

  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.

  I am an Uber driver. Uber issues a card through *********** and Evolve Bank and Trust.The money we earn goes directly to the card immediately. We can use that card to purchase as a debit card. I can also move funds to another bank account for a fee.On February 10, iI attempted to move $196 to my ******** $4 fee to move it immediately. That never happened. I have called *********** and the number on the card for 7 days. No one has resolved this issue and no one has called me back.I am uploading all information that *** be helpful Please help Thanks *****************

  

  Business Response

  Date: 03/14/2023

  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.  
  
  
  
  
  

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 28 2023 (4:40pm) I was in a hospital in ************ ** waiting for my mother to be discharged at that time.Total ****** ( 100 99+2.00) twice Was told an investigation was done.2 atm charges made in a state I was not in.Was told that transactions were accurate. I was told if I wanted Information on the investigation to ask. I asked several times though phone and email and still have gotten no response.I would like for the to return my funds.

  

  Business Response

  Date: 02/16/2023

  Evolve Bank & Trust works with several partners to provide banking services. In order to address your complaint we will need more information to locate with which partner your account was opened. Please provide answers to the questions below. Once this has been received, we will work with our partner to respond to your complaint. 

  1. Name of App used to open your account

  2. Card or account number 

  3. Email used to open your account

  Customer Answer

  Date: 02/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/08/2023

  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 Jan 24th 2023. I received a call from someone who claimed to be a Spark employee. He said, hello *******, this is so and so with Spark. I see that you are out on an order for *****. Gave me the address of where I was going and the name of the person. He said, we apologize there has been a glitch in our system and there is already a driver out with the same delivery. So we want you to no continue with the order, but we are still going to compensate you for your time, for picking up the order and being that you are on your way. I will walk you through. So I did all that he asked being he had all the information that was needed. He said within ***** mins you will see the compensation on your account. The guy said im sending you a text just reply yes and ill continue to guide you in cancelling the order. After all was completed with him I waited. Didn't see anything so I reached out to ***** and explained how I received a call from them telling me about the glitch in the system and all that I just explained.And told her I still don't see the compensation on my Spark app. And she said to me that no one from Spark has a way to ever reach out to the drivers. That if there was ever an issue with order we, as drivers would be the ones calling in.. So I looked in my Branch account and the guy went in and took my money out of my wallet Branch account $683. It clearly shows that the funds were not transferred to my account rather another **** that he transferred funds to.. I have been calling and emailing Branch support since the day it happened. The automated system never leads you to an actual representative. And the emails that were sent back to me only say that they will soon contact me. I need the money.. Im still working but I can not get any funds or into my wallet until they resolve this they said.. No one is trying to help me at all.. Both Spark and Branch both need better system unless it was a person inisde their own place commenting the scam.

  

  Business Response

  Date: 03/07/2023

  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 dispute case was decided in your favor and your Branch account was properly credited on 02/10/2023.  We apologize for any inconvenience this issue may have caused.