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

  76 Otis Street Westborough, MA 01581

• 

  Evolve Bank & Trust

  184 Northampton Street Unit 304 Easthampton, MA 01027

• 

  Evolve Bank and Trust

  1690 Falls Blvd Wynne, AR 72396

• 

  Evolve Bank & Trust

  1333 W 120th Ave Ste 118 Denver, CO 80234

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:02/20/2025

  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 currently get my direct deposit through this bank through Branch. My payday is today but they are holding my deposit and wont give me any information on why. I cant pay any of my bills and I have no money. I called and spoke to a supervisor who hung up on me. This is very shady and I think they are trying to steal my deposit

  

  Business Response

  Date: 02/24/2025

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

  Hi Denay Thank you for reaching out. Our support team reached out to you on 2/20/25 informing you that the *** you had inquired about has posted. We apologize about the inconvenience.
  
  
  
  

  Customer Answer

  Date: 02/24/2025

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

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

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

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

  
  

• Initial Complaint

  Date:02/18/2025

  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 have this bank which is connected to my jobs paycheck. Ive been trying to close this bank account for a while and it seems to always be a problem. Now theyre saying the cant close my account bc its an open dispute. When I told to close the dispute they stated that it would be close in 24hrs and never was. It takes over an hr to get someone on the phone, they do not reply to the chats, and you cant get in touch email. I just want this account closed

  

  Business Response

  Date: 02/18/2025

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

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22955426
  
  I am rejecting this response because: they are partner with the branch. The service from branch is called digital wallet with is with evolve bank and trust. Also Ive been asking you to cancel the dispute 
  

  my account is ****************.

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

  

  Business Response

  Date: 02/21/2025

   
  Thanks for reaching out. Our support team reached out to you regarding the account you requested to close. Your account is currently closed with the remaining funds transferred off. We apologize for the inconvenience. 

• Initial Complaint

  Date:02/17/2025

  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 purchased a few ************ were stolen from my front porch, caught on my neighbors ring doorbell. the merchant was giving me a hard time about getting a refund, or even my items resent to me when i first reached out about what happened. so i filed a claim with ******* disputed the charges with **** Bank. the *** claim back and they defended my claims & concluded that i never received the package. the merchant then reached out days later to inform me that they are not able to process the refund until my dispute is settled with ****. So, thinking okay, well canceling the dispute should be much easier & less time than waiting the other 60 days to hear back from them on a resolution of their own. i then canceled the dispute so the merchant could refund me - since they were agreeing to finally. i was on customer support with **** for about two hours. i was told that they had been able to cancel the dispute. i told the merchant. the merchant comes back the next day & says no, the dispute is still pending. i call **** customer service again & spent another entire evening on the phone. then this person tells me that they dont have the ability to cancel the dispute & that i had to wait on the dispute team. she told me theres absolutely no way to contact them via phone or email. they only work a small *************** would be the only ones able to cancel it. i have reached out five more times in the past month waiting for them to just put their mouse on cancel & click it. then probably ok & click that when it asks are you sure you want to cancel this dispute? this is absolutely ridiculous & i need them to do something about this & i need to be able to talk to someone from **** about what is going on & i shouldnt be lied to about their completing my request & being assured that it was already taken care of.

  

  Business Response

  Date: 02/24/2025

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

  Ms. ***** wanted her dispute canceled in order to receive an immediate refund from the merchant. We informed her that the request of cancelling the dispute is in progress, educate her that this process is not immediately, at this moment the dispute is in the process to be cancelled yet.

• Initial Complaint

  Date:01/14/2025

  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.

  I applied for my credit card and they denied me due to my fraud alert on ********** they didnt even verify my identity

  

  Business Response

  Date: 01/15/2025

  In order for Evolve to provide any assistance, we will need additional information. Please provide us with your  ******* partner's  information, account number, and card number. In this case who did you submit the credit card application with. 

• Initial Complaint

  Date:01/10/2025

  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.

  ********** claims my savings $7,500 is with Evolve bank. The routing number matches this bank. Evolve says they do not have.

  

  Business Response

  Date: 01/13/2025

  Evolve Bank & Trust has hired ********************* to lead the Synapse reconciliation disbursement process. Please contact Rust at *********************************************** for questions related to the Synapse account reconciliation.

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22796631
  
  I am rejecting this response because:

  Because my funds are with Evolve and my routing number is associated with Evolve, Evolve should be equipped to provide me with the answers to my questions directly. I have reached out to the email you provided and have NOT received a response. I am therefore requesting that Evolve provide me with this requested information directly.

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

• Initial Complaint

  Date:01/09/2025

  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.

  Today Im making a complaint against Branch app that is issued by evolve bank. Im having the worst time trying to prove my identity so I can receive and debit pay card so I can start my new job and get paid by my employer someone open a Branch account in my name by stealing my identity and apparently this account has been open for at least a year. I wouldve never know this if I wouldve never got hired by a company that require you to get paid by Branch pay card only I was hired by better trucks last month December 9, 2024, but Im not able to start because I dont have a way to get paid because Ive been trying to prove to Branch that I am a victim of identity theft and Im willing to send whatever documents in to prove that its really me, but everyone refuses to come to some sort of agreement to resolve this issue. I reached out at least two times a week regarding this issue starting back in December is now January 9 after speaking with a supervisor by the name of ****** today he told me the same thing as every other representative, which is theres nothing they can do thats unacceptable I requested for the fraudulent account to be closed so Im able to open up a account so Im able to start working so I can get paid before the employer decides not to keep me for higher. I dont know what email or what contact information that was used to open a fraudulent account but every email that I provided has my name in it and its still not good enough for the representative nor a supervisor to open up a new account I even have a email stating that they can no longer communicate with me about this situation. Thats unacceptable also I was told that there was given some information regarding this situation and the person who stole my identity the last time a deposit was made to the fraudulent account was October 15, 2024 for the amount of $308.83 from a company by the name of spark the address is ******************************************. I never lived in *********..

  

  Business Response

  Date: 01/15/2025

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

  Thanks for reaching out ****,At this time the account you claimed was made in your name is closed. Branch followed up with you via email with instructions on how to reapply. We apologize about the inconvenience.

• Initial Complaint

  Date:01/09/2025

  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 opened Step app checking account in December 2024, I had some test transactions and everything ready for receiving my direct deposit into my checking account, and out of nowhere, my direct deposit payment (that was displayed in my account) was declined.Then I found that my account was under revision by safety team, but they mentioned why.This costs a great inconvenient, I don't know when I will get my direct deposit back and it costed me receiving a bonus from third party that was advertising this Step app.I demand an explanation, an apology and compensation for the bonus that I lost.

  

  Business Response

  Date: 01/17/2025

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

  Step takes account security very seriously. When an external account is linked or added to your
  Step account we review the details of the external bank account. In certain circumstances Step
  may need to manually review the details to determine if there are any risk or fraud concerns with
  the activities performed or the accounts themselves. During this investigation period our fraud
  teams will apply restrictions to your Step account for the security of the account. It was during
  this review period that your deposit was received and returned for the protection of the account
  before a final decision was made. After the account was reviewed the Step team reinstated the
  account to good standing enabling all transaction types, including deposits, to be performed.
  These procedures are outlined in the Step Account Agreement and Terms and Conditions.
  Regarding promotions, all eligible promotions only apply to accounts that are in good standing.
  After the account review was completed, all eligible promotions are also still available to be
  received based on completing the qualifying criteria as outlined in each promotion's terms. If you
  are referring to a third party promotion there may be additional terms required by that third party
  separately from Step. Please let us know any other questions we can help with by reaching out
  to us from the *********** app or over email.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22791581
  
  I am rejecting this response because: i didn't  receive any notice that my account  was under review until I digged in and found out the reason that my direct  deposit  from my employer was rejected.

  THe rejection of my direct deposi led to unnecessary stress fue financial institutions  that advertise so much about receiving direct deposit earlier and easy.

  Still what excuse, I made other kind of transactions before receiving a direct deposit including ACH transactions, why a straight  forward transaction  and less risky as such receiving a direct deposit from an employer will be flagged as risky.

  i don't buy their procedures or excuse.

  
  Sincerely,
  
  Ojilves De ***** *******

• Initial Complaint

  Date:01/07/2025

  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.

  This bank is purposely holding my money after it was voided the same day by the merchant. They claim the hold transactions for 9 days! No other bank does that, its simple it didn't go thru give me my money! Talking about I need to contact the merchant for a refund on a voided transaction! After talking to Bodega now **** pro says I have to wait 9 days to get my money back! This bank is a scam!

  

  Business Response

  Date: 01/14/2025

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

  Hi *******, thank you for reaching out to Branch. At time it appears the pending transactions you informed Branch about have dropped. At this time Branch considers this case resolved. Apologies about the inconvenience.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22779568
  
  I am rejecting this response because:
  I waited 2 weeks for my money to be released and they waited that time frame before they responded. Because they knew it would be dripping off, holding someone's money for 2 weeks for a transaction that didn't go through is ridiculous! 
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/03/2025

  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 created an account with **********************, about a year ago, using their **** app.Last month, there were about a dozen fraudulent charges on my account and this is where ****,and by extension Evolve Bank, failed me as a customer. I filed a claim for the ones I recognized as fraud right away. Those transactions totaled about $260. I explained to the ***resentative that I noticed several unauthorized withdrawals from my external bank account as well but I would need to go through them and determine which where unauthorized and which ones I made. I informed the *** I would likely file the dispute with my external bank. A few days after I filed the dispute I no longer had access to my account. The login **** said my account was suspended for security reasons. I tried calling **** for hours to no avail. During this time I never received a notice of my account being suspended for my protection or about any actions I needed to take. I reluctantly used the ONLY means of communication offered and filled out a request form online. It took an entire week to verify my identity by email, where it could have been resolved in a day by phone. During this time, **** decided to close my account w/o notice, a right they reserve. However, prior to closing the account, they suspiciously allowed my direct deposit to be posted whilst not allowing ANY other transactions to process. I contend ****/Evolve Bank purposefully and unnecessarily prolonged this investigation process by refusing to speak with me over the phone. I believe this was done in an attempt to keep my funds in their institution to reap the benefits such as interest. Furthermore, I assert ****/Evolve acted fraudulently by denying me access to my account prior to the account being closed. I was unable to verify how much was in my account at the time of closure, access my banking statements, or inquire about my claim. I believe this was done to defraud me of my funds by keeping me in the dark.

  

  Business Response

  Date: 01/13/2025

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

  Hello Ms. ****************** are seeing that you recently received assistance by **** Agents. Agents have issued you a refund check for your funds. If you require any additional assistance please reach out via the existing support ticket. Thank you.

• Initial Complaint

  Date:01/03/2025

  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.

  Dear BBB Representative,I am filing this complaint against Evolve Bank & Trust to seek assistance in resolving a critical issue regarding a lost payment of $2,220.00. Despite my repeated efforts to resolve this matter directly and through related parties, the issue remains unresolved, and I am turning to the BBB for intervention.On June 27, 2024, I received a payment of $2,220.00 (Reference: ********* POIZON PAYEES) sent to my Wise (formerly TransferWise) USD account associated with the following account and routing numbers issued by Evolve Bank & Trust:Routing Number: ********* Account Number: **************** Unfortunately, by the time this payment was processed, my Wise USD receiving account had been deactivated. **** claimed that under normal circumstances, payments to deactivated accounts are automatically returned to the sender. However, in this case, the payment was neither credited to my account nor returned to the sender.Since June 2024, I have communicated extensively with ****, the sender (POIZON), Hyperwallet, and Evolve Bank & Trust in an effort to trace the payment. **** has informed me that they no longer partner with Evolve Bank & Trust and that they have no visibility into transactions conducted under the former partnership. **** has directed me to Evolve Bank as the responsible institution for recalling or locating the missing payment.Despite providing all necessary proof of the payment from the sender, and after numerous inquiries to all involved parties, this matter remains unresolved for over six months.Investigate the status of the missing payment ($2,220.00) sent to the above account and routing numbers on June 27, 2024.Either credit the funds to the sender's account or provide detailed documentation of where the funds were transferred or held.I have attached all supporting documentation. I urge Evolve Bank & Trust to act promptly to resolve this matter and ensure that such incidents are prevented in the future.Sincerely,Nukri

  

  Business Response

  Date: 01/14/2025

  Evolve Bank & Trust parted ways with Wise in 2023. Unfortunately Evolve wouldn't have been apart of the payment transaction from June 27, 2024. We would have to refer you back to Wise directly to resolve this matter