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.

close

Find a Location

Evolve Bank & Trust has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Evolve Bank & Trust

  6000 Poplar Ave Ste 300 Memphis, TN 38119-0928

  
• 

  Evolve Bank & Trust

  6070 Poplar Ave Ste 200 Memphis, TN 38119-3910

  
• 

  Community First Bank

  515 Pennsylvania Ave Fort Washington, PA 19034

• 

  Evolve Bank & Trust

  220 Continental Dr Ste 208 Newark, DE 19713

• 

  Evolve Bank & Trust

  371 Park Street West Springfield, MA 01089

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:01/17/2023

  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 had bunch of fraudulent charges on my Paceline credit card totaling $1400 and I havent received any credits on this card and the charges are still pending transaction for weeks and Im not getting any answers on my disputes ..This is a ************* signature card issue by this bank

  

  Business Response

  Date: 02/27/2023

  Here is a summary of the events that have happened. We are awaiting a police report from **************:
  
  
  10:57:55
  02/09/2023
  
  Outbound call to Cardholder - Cardholder Verified - Talked to ***** about the denied transaction dispute from Uber as the Merchant filed a representment provided proof of Account Holder since 2019 & information matches cardholder profile. Advise the cardholder to file a police report for fraudulent transactions to send via email to **************************** asap. Cardholder stated ok and hung-up. 
  
  02/09/2023
  12:47:47
  
  Inbound call from Cardholder - Verified- Cardholder mentioned he is getting an email from Uber stating he owes them over $300 and that he will be sending a police report shortly. He also stated he filed a complaint asked for an update advising 30 days ETA understood  & hung up. 
  
  2/10/2023
  Credit Dispute received - Cardholder claims - 103.Claim true identity fraud, account fraudulently opened. 
  
  Update:no police report has been received from Cardholder. 
  

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 18825414
  
  I am rejecting this response because: **** told me they never received any funds from this stupid bank and Uber is still holding me responsible for the full $300 and I wont be sending a police report until the $300 is return to Uber and I ask this lady dont call my phone ever again 
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 02/28/2023

  Here is a summary of the events that have happened. We are awaiting a police report from **************:
  
  
  

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

   

  10:57:55
  02/09/2023
  
  Outbound call to Cardholder - Cardholder Verified - Talked to ***** about the denied transaction dispute from Uber as the Merchant filed a representment provided proof of Account Holder since 2019 & information matches cardholder profile. Advise the cardholder to file a ***** report for fraudulent transactions to send via email to **************************** asap. Cardholder stated ok and hung-up. 
  
  02/09/2023
  12:47:47
  
  Inbound call from Cardholder - Verified- Cardholder mentioned he is getting an email from Uber stating he owes them over $300 and that he will be sending a police report shortly. He also stated he filed a complaint asked for an update advising 30 days ETA understood  & hung up. 
  
  2/10/2023
  Credit Dispute received - Cardholder claims - 103.Claim true identity fraud, account fraudulently opened. 
  
  Update:no police report has been received from Cardholder. 
  
  Thank you,

• Initial Complaint

  Date:01/10/2023

  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 January 7th a fraudulent charge was made to my account for over 300$ from a business I have no history spending with. *** contacted my bank multiple times for updates on my dispute only to be led in circles an repeatedly told to email the dispute team. *** sent multiple emails trying to get a update on reversing the charges only to feel that Ive been ignored. Being a business thats focus solely on peoples finances I expected a much more helpful response from the people I choose to store my money with. I just feel like a out of state purchase for that much should have had some kind of fail safe to insure it was me.

  

  Business Response

  Date: 02/08/2023

  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 had followed up directly to advise that a provisional credit was applied to your account while your dispute case was investigated. Research revealed that this issue has since been resolved. We apologize for any inconvenience this issue may have caused. A review of the dispute tickets shows the user was provided updates for their dispute as the case was initiated, opened, and changed statuses. At this time, their dispute case is still ongoing, and the user has been provided a timeframe for the dispute process to be completed.
  

• Initial Complaint

  Date:01/10/2023

  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.

  An app that works with this bank was fraudulently added to my payroll and took $500.00 of my paycheck. ADP ran a tracer (Tracer # ***************) which came back with results of a successful deposit of $500.00 into an account that contains routing # ********* and account # **************** which belongs to Evolve Bank. When I contacted Evolve bank, they said I need to file a dispute with the platform they work with. This was done fraudulently so I cannot go back to a platform, I wouldn't know which one. My money went to this bank and bank account at the end no matter what app it went through. I want my money back so if it's in the account there I want a check sent to my address (******************************************************* *****) and if I was withdrawn, again that was a fraudulent transaction and I want to file a dispute and have a check for my money sent to me. I do not have time to contact millions of apps that this bank works with. ADP has proven that is has been deposited, so no one can say that it didn't happen. My money is somewhere within that bank system and I need it back.

  

  Business Response

  Date: 01/13/2023

  Thank for your recent notice. Evolve Bank and Trust works with several partners to provide banking services. The notice submitted recently is related to an account that was opened through one of our partners. We will escalate this notice to them to request that the account be closed. You will need to contact *********************** to ensure that they are aware of this breach on there side. Additionally, if any funds were sent to the account in question, your employer will need to have their bank request a return of those funds. We apologize for any frustrations this may have caused and will work directly with the sending bank to assist in the recoup of any funds. 

• Initial Complaint

  Date:01/07/2023

  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'm an Uber driver and I was renting a car from ***************** through the uber rental program. I used my UberPro Card issued by Evolve Bank & Trust to process the transaction. My account was overcharged by ***** and I called them to resolve the issue. ***** advised me that they have already returned the funds to my account and the bank needs to release it. I have contacted the bank numerous times requesting that they release the funds and to date, they have refused to release it. This situation has left me financially and mentally devastated. I need Evolve Bank & Trust/ Branch/ UberPro Card to release my funds ASAP!

  

  Business Response

  Date: 02/08/2023

  Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Branch. We requested that **** 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 to advise that your dispute case has been decided in your favor. A credit has been issued to your Branch
  account: you should see this reflected in your Branch Digital Wallet balance immediately. At this time, we consider the case closed. A review of the dispute tickets shows the user was provided updates for their dispute as the case was initiated, opened, and changed statuses. At this time, their dispute case was settled in favor of the user, and a credit has been applied to their Branch account.  

• Initial Complaint

  Date:01/06/2023

  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.

  **** BANK ALLOWED MY BANK ACCOUNT TO BE DEFRAUDED CAUSING ME INJURY , they have neglected . They have acted negligence causing me Injury allowing my account to be defrauded with unauthorized charge resulting in injury for me not being able to use my funds and pay my bills when needed causing me stress & pain .

  

  Business Response

  Date: 01/30/2023

  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 **************' dispute totaling $685.23 on 01/05/2023 and are currently conducting our investigation. **************' account was previously credited for $685.23 on 01/20/2023 while we conduct our investigation. ************** will have full use of the funds while we complete our research.  This provisional credit will be reversed if the claim is denied. The final resolution of his claim will be completed as quickly as possible, but no later than 04/05/2023. 

• Initial Complaint

  Date:11/29/2022

  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.

  My employer uses tippy for our tips. Im a hair stylist. And tippy uses branch aka Evolve bank..if we want to have a debit card with them which I do, my tips go onto that card. This last Saturday 11/26 something odd happened to my branch account. I looked at my balance and it was negative. Which Ive never seen before. If transactions try to go through and theres not enough money in the account, they decline the transactions and if I use that account to pay bills, which I do at times and theres no funds they send me an email telling me transactions werent paid. They dont charge fees.This time my account showed negative (see photo attached). I have sent numerous emails and tried to call branch/evolve and they cannot explain to me why I was negative. When I call the number no one answers and Im on hold for a while. The support center keeps saying my account is in good standing with emails. Its in good standing now but on Saturday I was negative and all my tips that I made that day went towards that negative balance. The negative balance was -$84.83 and my tips were $103.02. It left me with $18.19 and then I had a few other things go through. I would like to know why my tips were applied to that negative balance and why my account was negative?? No one seems to know the answer.

  

  Business Response

  Date: 01/04/2023

  Evolve Bank and Trust works with several partners to provide banking services. ****************** opened her account through our partner Branch. We have submitted the complaint to Branch for review and were provided with the following response: Our Support Team has attempted to follow up directly by phone but were unable to reach you. Our Branch Customer Support team can be reached fastest by using the in-app support feature. Please contact us to discuss your issue directly. 

• Initial Complaint

  Date:11/04/2022

  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 had an account with ****/Evolve Bank and Trust and they have refused to help me with the fraudulent activity that has occurred on my account with them totaling me ******* dollars in missing funds. I can't ever get through to them because they answer then hang up on me. They will not email me back. They deleted my account and now I cannot even see any progress with in the account on getting these transactions resolved.

  

  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 claims. It was determined that an error occurred so permanent credits were applied to the account. As the account was closed, ***************** was issued two refund checks for the remaining balance totaling $1,263.40. As of December 6, 2022, both checks have been received and processed.

• Initial Complaint

  Date:11/01/2022

  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 from my checking account from 2 different locations in the total of $1000. I disputed the transactions with the bank and they have yet to reply or tell me how or when my money will be returned to me.

  

  Business Response

  Date: 02/28/2023

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

• Initial Complaint

  Date:10/28/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 21 October 2022, I applied for, and was approved for the opening of a PrizePool "gamified" savings account, with the underlying depositary account **************** carried by Evolve Bank & Trust. In addition to said account opening and approval, PrizePool permitted and accepted originating initial deposits to ************** account, in the amounts of $3,800.00 and $790.00, respectively, on 24 October 2022 and 25 October 2022. Shortly thereafter, upon inquiring about a Wyre USDC "Savings Vault" feature, and without any forenotice from the Servicer ("PrizePool"), I learned that the account had been placed under review. I further determined that the account was under review in whole or substantial part due to a freeze placed on my credit reporting agency (CRA) files and that my age and locale were outside of the targeted demographics for the account services offered by PricePool. Just prior to PrizePools PST close of business, and after being consciously ignored by manual support staff, I was sent an autogenerated boilerplate account termination notice that my account was deemed high risk, and that the funds contained in the account would be held for a minimum of 60 calendar days beginning 27 October 2022. The continued retention of these funds for the proposed length of time is inconsistent with the ***** rules, depositary agreement, and the funds transmittal laws of ********, **********, ********, ********, and Tennessee-- the jurisdictions wherein the depositary bank, its fintech servicer partner, and accountholder operate and/or reside. If these funds are not promptly returned, in a fair and reasonable manner, either to the bank account from which they originated, or in the form of a check issued to the accountholder at her address of record, I will begin by filing complaints with the Attorneys General for the States of ********** and *********, and bring an arbitration proceeding through AAA or JAMS against both PrizePool and Evolve Bank & Trust.

  

  Business Response

  Date: 03/02/2023

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

   

   

  Hello, below is Prizepool's official BBB response
  
  Re; ******************************* Prizepool Accounts
  
  To whom it may concern, an individual with *********************************** information made multiple Prizepool application attempts involving multiple email addresses and multiple residential addresses. The first attempt occurred on March 8th, 2022, that application remains incomplete as the individual did not provide the requested identification.  A second application attempt was made on October 20th, 2022, from a different email address and initially approved. The subject made deposits on October 24th and 25th. When Prizepool discovered the duplicate application ( a violation of our terms) we suspended the account and began an investigation. We reached out to ******* to inquire why the initial application and request for ID went unresolved. We also discovered the address on the linked bank did not match that of her application. On October 25th ******* applied for a debit card but that application was also denied due to numerous red flags discovered by our banking partners. At this point we determined to close the account due to excessive risk, multiple application attempts and inconsistent information provided by the subject. We sent a letter of closure on October 27th and in that letter it states funds will be returned in 60 days. The subject called into our customer service on October 28th to dispute the timeline of returning funds. In that call a male individual took the phone from the subject to advocate her position on her behalf. ******* is 76 years old making this potential elder abuse. As such, we informed ******** **************** Services. When Michigans APS concluded their investigation on November 1st, we returned the funds on November 2nd. 
  
  Attached are the messages exchanged with the subject,transactions, text of the phone call, and email confirmation from ********** APS.
  
  regards

   

   

• Initial Complaint

  Date:10/18/2022

  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.

  Evolve Bank & Trust bank issue services to avant bank, I have a credit card that was stolen I have police report and the bank fraud ***** ****** was in charge of my fraud claim. I has inform today SEP 19 2022, that there no fraud found. I have never spoken with this fraud services employee, I been trying to get in touch with the **** and a fraud **** employee I have left several voicemail @ *********** I can only leave a voicemail no call has been made. I have try calling **** to file a complaint no answer from them either. I am located in ******* and my card was used in other state and they still said my card didn't qualify for fraud used. I just need the charges to be removed and cancel my business with this issue bank.

  

  Business Response

  Date: 10/21/2022

  Evolve Bank and Trust works with several partners to provide banking services. ******************** opened a credit card through Avant. Evolve does not sponsor or provide any services for the Avant credit product. Per their website, Avant branded credit products are issued through their partnership with WebBank. ******************** will need to contact Avant or WebBank directly. 

  Customer Answer

  Date: 10/21/2022

   
  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,
  
  ***************************