Complaints
This profile includes complaints for Evolve Bank & Trust's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:10/15/2022
Type: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 reported my mercury Mastercard lost and stolen few weeks ago and they only gave me credits for apple.com/bill and onlyfans and my credit card still has a outstanding balance of 4000$ from this credit card I went over the fraudulent charges with fraud rep and she had a nasty attitude and didnt **** the charges correctly and Im still have a outstanding balance and nobody isnt helping me to get these rest of the fraudulent charges ****ed I will include a screenshot of the fraudulent charges only ******** and ******** pay charges are valid Card number ending in **** mercury Mastercard
Business Response
Date: 02/28/2023
Evolve Bank & Trust works with several partners to provide banking products and services. The complainant's account was opened through Mercury. We requested that ********************** 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.
Our partner ******* is unable to locate a customer using the information provided in the complaint. In order for Evolve to provide any assistance, we will need additional information. Please provide us with either your account number or card number.
Initial Complaint
Date:09/20/2022
Type: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.
May 10, ********************************** which Mid **************************** took $23,400.00 from my account at **** of America and transferred the funds to their account **************** at Evolve Bank & Trust. I reported this to **** of America ******************** They have sent demand letters to Evolve **** requesting the funds be returned. There has been no response from Evolve **** after 88 business days as of September 16, 2022.Business Response
Date: 09/20/2022
Evolve **** and Trust works with several partners to provide banking services. ********************** is not the owner of the account in question and as such, privacy laws limit the amount of information that can be provided to him directly. Per our records, a recall request was received from **** of America and Evolve responded to it on 5/23/2022. ********************** will need to contact **** of America regarding the status of his claim with them.Initial Complaint
Date:09/13/2022
Type: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.
See details included with complaint. Contacted **** to advise deposit was sent to the wrong account number by Vanguard and institution states funds were not rejected and would not locate funds or assist with researching where funds went. Vendor has not responded to my request sent to them regarding missing depositBusiness Response
Date: 09/19/2022
Evolve Bank and Trust works with several partners to provide banking services. ************** opened her account through our partner ****. We have contacted **** regarding ****************** complaint. Per our partner, agents have contacted ************** to provide assistance regarding her deposit and will follow-up with her once more information is available.Customer Answer
Date: 09/27/2022
Complaint: 18008693
I am rejecting this response because:it's not a resolution and I still have not gotten assistance with researching or locating the funds. I have been forced to forward messages back and forth between both parties VS them reaching out to each other. I have never received direct assistance with a person and still refuse to correct there mistake.
Sincerely,
***********************Business Response
Date: 09/27/2022
**** has contacted ************** and informed her that the deposit in question was not sent to her **** account. Per records, the deposit was sent to an account with another online banking partner, Branch. ************** should direct her requests to them for further assistance.Customer Answer
Date: 09/27/2022
Complaint: 18008693
I am rejecting this response because: I don't know who that other bank is and I don't have an account with them my account is with ********** am not contacting them. Vanguard or **** needs to contact them I didn't send them the money and I didn't put that account number on file.****** Crowe
Sincerely,
***********************Business Response
Date: 10/17/2022
The bank account number provided by Vanguard is not a **** banking account number. Please advise ************** to review the account number used as it belongs to another banking partner and the funds would be found in that account. **** is not able to assist her.Customer Answer
Date: 10/18/2022
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,
***********************Initial Complaint
Date:09/12/2022
Type: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 business has caused me distress in recouping my money from unauthorized charges, I need my money. They make it difficult to even get a dispute form. I want this matter properly notated and resolvedBusiness Response
Date: 09/16/2022
Evolve Bank and Trust works with several partners to provide banking services. **************** opened his account through our partner ****. Please see below a timeline of events provided to us by our partner ****. Our partner has verified their records and a dispute was not disputed. **** agents contacted **************** to request that he submit a dispute form through by replying to their email. **************** provided a list of transactions to be disputed totaling $445.22. The dispute is currently being reviewed within regulated timeframes.
On 9/9/2022, *************** reached out to **** Support via chat and reported unauthorized transactions. **** Support asked for the amount, date, and merchant name of the transactions. **************** was unresponsive. The chat ended.
On 9/12/2022, **************** reached out to **** Support via chat for assistance with submitting a dispute. **** Support attempted to verify **************** to begin the dispute intake. **************** became unresponsive. The chat ended.
On 9/12/2022, **************** reached out to **** Support via chat and requested a dispute form. **** Support sent **************** a dispute form. **** Support asked **************** to specify the name of merchant, amount, and date of transactions he wishes to dispute and **************** stated, "It's only one authorized transaction on my account well nps cert is valid and form swift is valid all others are unauthorized". **** Support asked **************** to list the specific transactions to dispute, but **************** declined. **************** asked for a dispute form again and **** Support sent it. **************** stated he will send the transaction details through the dispute form. After the chat ended, **** Support followed up via email and sent the dispute form once more as an email attachment. **** Support also provided **************** with the option to send the dispute form via email, mail, or fax.
On 9/12/2022, **************** reached out to **** Support and stated that he has yet to receive the dispute form. **** Support asked **************** to specify the name of merchant, amount, and date of transactions he wishes to dispute. *************** became unresponsive and the chat ended.
We reached out **************** this morning via phone to assist with this dispute,but he stated that he submitted the dispute form via fax and email yesterday.**************** stated he didn't want to do it again and preferred not to continue with the call. The call ended.Customer Answer
Date: 09/16/2022
Complaint: 18016811
I am rejecting this response because:
Sincerely,
***********************Initial Complaint
Date:08/24/2022
Type: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 direct deposit was sent by my employer 3 days ago and Evolve Bank under the **** App has not responded to my request via email or chat The request was assigned (*******) has been updated. Also it's impossible to get a hold of a live representative. The hold times are over 30 minutes.Business Response
Date: 03/03/2023
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.
Response for BBB and the customer:
Ms. Blues direct deposit was successfully received into her account on August 24, 2022. We contacted Ms. **** on that same date to inform her of the successful deposit and the deposit time frames for her reference.
Please let me know if anything else is needed.
Thank you.Initial Complaint
Date:08/20/2022
Type: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.
Hello, my problem concerns yotta or synapse whichever applies under your name , is that i filed a dispute with the people who handle that . First of all due to there app not working correctly the time it took to file said dispute was less them accomodating . After about a month give or take( I had messaged them about this error numeriously) and they then told me i could file it with them . I was firstly not very happy thatbafter a month of trying to file them taht they were not going to provide credits any sooner which i thought was lousey of them but ok sure . So i tell them the transactions and wait . And wait . And wait . Suddenly im now realizing that the time frame they alloted (10 days ) is passed . Yes that is business days and it had been 15 days calander . I attempt to get info thru chat and phone call and finally im told they dont handle the disputes and synapse handles them . News to me . Regardless i contact them about 40 calls in befkre someone answers . This person tells me things that dont quite make sense at all and says that they are processing but are not filed .i dont understand that at all but he says not to worry he will fix the mistake asked me a few questions and then tells me that credit will be provided no more then 3 days . To which i state well thats a problem because 10 days has passed (over 20 by this point give or take ) he tells me thats there system and they cannot make it go faster which i find to be unacceptable . The rules state my dispute starts the time i make them aware which at that point had been about a month ago and noone realky seems to care that they are not providing service as they are required to but ok, again ok . So that was a Monday i then notice i still have not recieved any info on wednesday . I then write a email asking about this and some other things because the guy gave me some inaccurate information . I recieved a response that states they did not reciev some form ... But oddly enough this is the sBusiness Response
Date: 09/23/2022
Evolve Bank and Trust works with several partners to provide banking services. **************** opened his account through Yotta. Our partner provided a timeline of events related to the dispute. ***** is currently awaiting a response from the merchant regarding the dispute. Once this is received, **************** will receive a notice.
8/2 ************************* initiated disputes in the Yotta App for the following transactions.
8/2 -8/18 the account was reviewed by ****** investigation team which led to the
discovery of the negative news. The Cash APP disputes filed were identified as being
transacted to ***********************. In the negative news file, *********************** and ******
****** were known to each other. Upon the investigation, the account was locked.
8/18 Account was locked by ***** and ***** advised the customer that the account was
locked. ************************* stated that credits were reversed on his account.
8/19 ***** communicated to the cardholder:
After completing a review of your account, your Yotta account is locked and will be
closed. We will not be able to offer you a Yotta account or services.
Regarding your active disputes. Unfortunately because we are no longer able to offer
you an account with ***** we will not be able to provide any credits related to these
disputes until the dispute outcomes have been finalized. The dispute process can take
up to 90 days to be completed. Once complete we will follow up to return any resulting
credits.Initial Complaint
Date:07/31/2022
Type: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.
Transaction Date 7/29/2022 I'm trying to deposit an amount of $2,275.00 into my corporate account and I can't because the bank only accepts deposits of up to $500 per day, I requested to release a larger amount for deposit, but so far no one from the bank responds to my emails, when I opened the account I was not informed that I would have a daily deposit limit, I have to pay my bills and I cannot deposit the money, my account is Routing Number ********* and Account Number **********Business Response
Date: 09/12/2022
Evolve Bank and Trust works with several partners to provide banking services. Mr. ******* opened his business account through Mercury. We have conducted an investigation into the circumstances of his complaint with our partner *******. Mr. ******** utilized remote deposit capture (RDC). Mr. ******** contacted ******* on 7/29 requesting a higher check deposit limit for his business account. ******* requested additional verification information in order to approve a temporary limit increase. After receipt of the requested information, the limit increase was granted on 8/03/2022. ******* received contact from Mr. ******** on 8/05/2022 regarding a $200 check that was deposited using RDC on 7/29/2022. He was informed of the typical timeframe for posting for RDC deposits and that the deposits were currently in a processing status. He was last provided an update on 8/08/2022. ******* has confirmed that the $200 deposit was settled and credited to the business account on 8/09/2022. The deposit made on 8/3/2022 for $2275 credited on 8/16/2022.Initial Complaint
Date:07/27/2022
Type: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 owns and funds **** **** **** is an online banking app. They have continued to charge me a fee to be a member with absolutely no service provided and despite my repeated requests for cancelation. The app takes members on an endless loop of choices that only lead back to eachother. I am unable unlink my bank therefore they are continually charging me membership fees. Their contact portals don't work. I have only received very cryptic responses that don't make any sense. They are a supposed banking app but can't distinguish between debits and credits.Business Response
Date: 07/29/2022
Evolve works with several partners to provide banking services. ************************ account was opened through ****. Evolve consulted **** regard ************************ complaint. Per their research, ******************** contacted **** support on 7/20/2022 requesting that **** "fix her account or delete it". **** support requested additional information in order to assist ********************, but did not receive a response. **** refunded ************************ membership fees on 7/25/2022. I requested that our partner reach out to ******************** directly in order to assist her with her concerns.
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