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

  6070 Poplar Ave Ste 200 Memphis, TN 38119-3910

  
• 

  Evolve Bank & Trust

  220 Continental Dr Ste 208 Newark, DE 19713

• 

  Evolve Bank & Trust

  371 Park Street West Springfield, MA 01089

• 

  Evolve Bank & Trust

  Sandy Springs, GA 30339

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:01/09/2025

  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

• 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 am on a fixed income and receive my social security check on the 3rd of each month. I, like every other senior, live paycheck to paycheck. For whatever reason, you all set my payment due date for the 26th. I have since the opening of my card, emailed, texted, and called to try to get the due date changed to no avail. This isn't rocket science folks!Every company has the capability to do this, even if it's a one time courtesy. I would hate to cancel card.

  

  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 Sparrow. We requested that Sparrow research the circumstances of the complaint. Please see their response below. Any further questions should be directed to Sparrow directly as they are the party responsible for handling disputes.   

  
  Hello *****,
  We understand that you are reaching out regarding your request to change your payment due date. Unfortunately, we do not have the capability to change your payment due date at this time, however it is something we are currently working on. Please check back at a later time to see if this is something we can accommodate. Should you have additional questions or concerns, please let us know.
  

  Best Regards,
  Sparrow Support

• Initial Complaint

  Date:01/01/2025

  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.

  Evolve held my funds from *****, a ************. When another third party bank named ******* failed, none of the three companies owned up to a huge descrepiency in thier ledgers. This happened in May of 2024. This was every dime I had. I lost everything and ended up homeless because of it. I worked my way out of it but recently I have come into some issues with a car repair. Luckily 6 months later I was finally made aware that Evolve Bank & Trust had all my funds. They gave me 3 options to recieve them. ******, *** transfer or by check. So it gave me hope. I didn't particularly trust ****** so I did the *** transfer. 2 weeks later they told me my *** transfer failed. I gave them the correct account and routing numbers. I checked it multiple times before clicking to send them. Apparently all *** tranfers failed with the exception of a few. If they failed, then we were supposed to get a check in the mail. The reconcilliation by Evolve website stated checks would be sent out the 19th of December. I waited and waited till I finally decided to call Rust, the front company Evolve uses to deal with this debacle so they don't have to listen to our complaints, they communicated to me that "They weren't sure who told me that the checks would be sent on the 19th, that was incorrect." I wasn't notified, I had to contact another company to find out, and they had no idea when the checks would be sent. I slept in my car on Christmas in the cold and I couldn't get my son a gift. Evolve has intentionally delayed this process, despite having admitted to having my money. They have been intentially vague and impossible to contact with while retaining my funds. I fully believe they are Predatory in thier actions and have absolutely no Empathy for the thousands of people's lives that they have ruined. Thier corporate greed has absolutely ruined people lives, up to and including people losing thier homes. Do not bank with this company! Do not get a loan with this company! They are evil.

  Customer Answer

  Date: 01/02/2025

  I am so sorry, but I sent the wrong file on my complaint for Evolve Bank & Trust. These were the correct files. 

  

  Business Response

  Date: 01/03/2025

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

• Initial Complaint

  Date:12/30/2024

  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.

  Evolve bank and trust refuses to pay me money from my ***** account. They have a record of my balance and I have a record of my balance but they refuse to give me my money.

  

  Business Response

  Date: 01/03/2025

  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: 01/06/2025

   
  Complaint: 22749268
  
  I am rejecting this response because:
  I did not have my money with Rust I had my money with evolve bank and trust. My account was locked and I couldnt access my money and now its gone so you mishandled my money or stole it I dont care who you hired I want my money back.the total is $865.15. I put it in an evolve bank and trust account and now you tell me you dont have it and I have to take the loss for your mistake. The organization that made the mistake takes the loss not the customer who put his money in the account in good faith. Please send me my money. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/30/2024

  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 deposit was submitted to them on Friday and the payment was dispersed from SeedTrust at 11am on the same Friday for $250 and $5,000. They are holding onto my $5,000 but the added the $250 to my account. I want my direct deposit now and i want to say that I know they see it because the representative I spoke to on Saturday gave me the full dollar amount and said she could see the money sitting.

  

  Business Response

  Date: 01/03/2025

  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  

• Initial Complaint

  Date:12/19/2024

  Type:Customer Service 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 requested through the **** app that they move my payment to a the day I get paid before the deadline I requested and nobody did that, now they want to withdraw 500 from my bank and say its too late. I have revoked payment from them and I am no longer giving them permission to take money from my account. Nobody will help me so my date can be moved to my pay period successfully

  

  Business Response

  Date: 01/06/2025

  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 Mr. ******* thank you for contacting us regarding your Extra Cash Settlement Date. Your Settlement Date has been updated to align with your Direct Deposit. If you have any further questions or concerns please continue to work with the agent on your existing support ticket.

  Customer Answer

  Date: 01/06/2025

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

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

  2343 biscotto circle

  *********, FL 33897

  
  

• Initial Complaint

  Date:12/12/2024

  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 a direct deposit go into my **** pro card on 5/6/2024 it is now 5/12/2024. I get no help from customer service being hung up on I have a trace id to see where my money is and no one wants to help. All I want is my money. 3 people I spoke with said they could do something if I had a trace id I finally got it and the supervisor says she can't find it using trace id like she never heard of it.

  

  Business Response

  Date: 12/17/2024

  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 to ****** ******. Your account has been credited the amount stated in the complaint. At this time Branch advises you to reach out to your employer to correct the deposit information, to prevent this from happening again. We apologize for the inconvenience.